--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1336 reviews by the users' company size, role or industry to find out how Freshservice works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 1336 scale: '5' date_modified: '2026-06-25' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Freshservice Reviews **Vendor:** Freshworks **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.6/5.0 **Total Reviews:** 1,336 ## About Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. ## Freshservice Pros & Cons **What users like:** - Users highlight the **ease of use** of Freshservice, making it intuitive and user-friendly for all agents. (229 reviews) - Users appreciate the **user-friendly interface** of Freshservice, which simplifies complex tasks while offering extensive features. (116 reviews) - Users value the **automation capabilities** of Freshservice, enhancing efficiency and streamlining helpdesk operations. (101 reviews) - Users value the **ease of use and efficiency** in the Freshservice ticketing system, enhancing team collaboration and tracking. (101 reviews) - Users value the **ease of use** in ticket management, streamlining requests and enhancing team efficiency significantly. (92 reviews) - User Interface (83 reviews) - Intuitive (80 reviews) - Efficiency (74 reviews) - Users value the **seamless integrations** of Freshservice, enhancing operational efficiency and simplifying workflows significantly. (70 reviews) - Users value the **responsive customer support** of Freshservice, appreciating its helpfulness and effectiveness in resolving issues. (67 reviews) **What users dislike:** - Users find the **lack of essential features** in Freshservice limits its effectiveness and increases overall costs. (83 reviews) - Users are frustrated with **limited features** in Freshservice, wishing for more quality-of-life options like those in Zendesk. (56 reviews) - Users point out the **limited customization** options in Freshservice, requiring extensive effort for necessary modifications. (47 reviews) - Users find a **steep learning curve** due to insufficient tutorials and the complexity of advanced features in Freshservice. (45 reviews) - Users experience **ticketing issues** like limited features, inconvenient workflows, and clunky permissions, impacting overall usability. (44 reviews) - Users express frustration with the **limited functionality** of Freshservice, especially regarding account management and complex workflows. (38 reviews) - Users find the **reporting features inadequate** , lacking customization and efficiency, which impacts their overall experience. (30 reviews) - Poor Customer Support (29 reviews) - Expensive (27 reviews) - Feature Issues (27 reviews) ## Freshservice Reviews ### 1. Intelligent and Robust Customer Interaction Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Shyamal C. | Manager, Apparel & Fashion, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Freshservice?** I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience. **What do you dislike about Freshservice?** There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs. **What problems is Freshservice solving and how is that benefiting you?** Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies. From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly. ### 2. With Freshservice, we maintain an overview at all times, even with increasing ticket volume. **Rating:** 4.5/5.0 stars **Reviewed by:** Marc B. | Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Freshservice?** What I particularly appreciate about Freshservice is that all incoming tickets arrive in a clear system. Every request can be tracked seamlessly – nothing gets lost in the support void. Customers receive transparency about the current status at any time through their own portal. And our new service shop is discreetly evolving in the background. **What do you dislike about Freshservice?** A disadvantage of Freshservice is the limited expandability of ticket processing. Features like automatic time tracking for TeamViewer, AnyDesk, or phone sessions are currently missing. This would be a relief for us as a service provider. The analysis portal does not always provide the level of detail we need for our reports. As an IT system house on behalf of customers, we sometimes miss the levers to map processes individually. For onboarding and offboarding, we have also built our own solution via the service catalog, which can then be customized for the customer using the workflow automator. The onboarding and offboarding process natively depicted in Freshservice may be good for a corporate solution, but not for an MSP. **What problems is Freshservice solving and how is that benefiting you?** Problem We are still at the beginning with Freshservice and miss essential functions in the ticket system – such as automatic time tracking for TeamViewer, AnyDesk, or phone sessions, as well as in-depth analyses in the analytics portal. Individual adjustments for our customer workflows are largely missing. Freshservice Solution Freshservice offers an open API and an app marketplace through which we can retrofit time tracking integrations for remote tools. Custom fields and expandable reporting dashboards allow us to capture and analyze exactly the data we need. Automated workflows and webhooks ensure that processes are mapped as we are accustomed to in-house. Benefits for us – Less additional effort: Manual time tracking is eliminated, connections run automatically. – Full transparency: Reports provide the level of detail we need for our customer billing and service optimization. – Scalability: With ready-made integrations and flexible fields, we can adapt Freshservice to new requirements at any time – without significant development effort. ### 3. A robust and flexible tool with room for improvement in support **Rating:** 4.0/5.0 stars **Reviewed by:** Jesse G. | Senior Programmer, Integrations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt. **What do you dislike about Freshservice?** The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally. **What problems is Freshservice solving and how is that benefiting you?** Freshservice provides us with a unified platform (a single pane of glass) for managing and tracking tickets across all the organizations we support. This centralized visibility has greatly improved communication and accountability across teams. It ensures that nothing falls through the cracks and that all requests are properly documented and tracked from submission to resolution. The automation features help reduce manual tasks, speeding up resolution times and improving overall efficiency. It also helps us standardize processes, enforce SLAs, and gather valuable metrics through reporting and dashboards, which aid in continuous service improvement. The knowledge base and self-service portal have helped deflect common tickets, empowering users to find solutions on their own and reducing the workload on our support staff. ### 4. Fast & Flexible ITSM Solution **Rating:** 5.0/5.0 stars **Reviewed by:** Matt B. | Operations Services Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** FreshService has proven to be a fast and flexible application for our agents. We rolled out FreshService in several stages as we moved away from our old on-prem solution. We have been able to integrate FreshService with several monitoring tools as well as an on-premise orchestration server to take over some manual tasks and automate them. **What do you dislike about Freshservice?** While new features are coming out monthly, some basic features like syntax highlighting are missing. **What problems is Freshservice solving and how is that benefiting you?** FreshService has many modules that solved lots of problems for us. One of the biggest time savers so far has been the ability to create tickets from nearly anything. We used to get a lot of ticket noise from our Networking Monitoring Software. The Alerts module in FreshService allows us to create tickets automatically from Alerts, but one of the nicest features is the ability to consolidate alerts. Instead of creating additional tickets, FreshService is smart enough to know that a ticket already exists for the issue; therefore, it just adds the alert occurrence without creating an additional ticket. This one feature alone has saved my agents tons of time. ### 5. The Ideal IT Helpdesk Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Srivathsav M. | Senior IT Executive, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2024 **What do you like best about Freshservice?** The new modern UI is very attractive and easy to use. I also appreciate the updated Asset Life cycle Management feature, which is especially helpful for IT professionals like me to manage the complete life cycle of assets from procurement to disposal. **What do you dislike about Freshservice?** The procing gets a bit expensive going forward and also the mobile app lags a lot. These areas can be improved a little. **What problems is Freshservice solving and how is that benefiting you?** It streamlines the ticketing issues as IT sometimes lost the way tracking their tickets without this tool and help in reduceing response time and ensures relevant team gets directed to the issues. It also improves the SLA ensuring good customer satisfaction. ### 6. Great ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Boris C. | Cloud Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2025 **What do you like best about Freshservice?** We love the automation rules we implemented in Fresh service, for example when we set the cases as SO (Solution Offered), Pending, or any specific status, we have implemented a three strikes rule, where follow up emails are being sent automatically. This saves a lot of time because previously in Salesforce this was done manually. **What do you dislike about Freshservice?** So far I don't really dislike something in particular, we are already using this service to handle the tickets, one of our engineers did the ticket migration, and we are still in the process of configuring everything, so nothing so far that we dislike. **What problems is Freshservice solving and how is that benefiting you?** We use FS mainly to handle the cases that our customers are opening either through the portal or by sending an email to the support email address. We also use it for reporting, get the analytics of the cases we are receiving. ### 7. Feedback do Webinar de Serviço Fresco **Rating:** 5.0/5.0 stars **Reviewed by:** Mariana L. | SDR (Sales Development Representative), Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Freshservice?** What I like most about Freshservice is the intuitive interface and process automation, which make ticket management easier and increase team efficiency. Additionally, the self-service portal helps reduce the number of repetitive requests. **What do you dislike about Freshservice?** Although Freshservice is a very efficient tool, I believe that some reports could be more customizable and detailed to further facilitate performance analysis. Additionally, some integrations require manual adjustments that could be more automated. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is helping us centralize and automate ticket management, reducing manual errors and increasing efficiency in customer service. Additionally, it facilitates the tracking of SLAs and performance metrics, ensuring a more agile and organized service for our IT team. ### 8. Freshworks FreshService is Refreshing and Robust **Rating:** 5.0/5.0 stars **Reviewed by:** Cathleen V. | IT Systems Analyst, Construction, Mid-Market (51-1000 emp.) **Reviewed Date:** April 01, 2025 **What do you like best about Freshservice?** Freshworks platform has been a welcome change for me and honestly refreshing to use. **What do you dislike about Freshservice?** There's so much, we haven't been able to make use of it all yet. **What problems is Freshservice solving and how is that benefiting you?** It has a board view that I love and is friendly for our agents to use. We use Fresh Service and can identify problems and map the tickets that are dealing with the same problem. We can keep track of reoccurring “Problems” and make sure that a resolution is found. We can input that resolution, and we can create “Solutions” to issues that are searchable in a Knowledgebase. Onboarding and Offboarding are part of our “Employee Journeys” dropdown. We use “Changes” management within the application. There is “Assets” management that is convenient to have as well. We enjoy diverse “Reporting” capabilities for our team’s statistics. There’s even more in “Projects” management and without further explanation I recommend. So full and fun as well! ### 9. Efficiency, Asset Management, and Service Excellence **Rating:** 4.0/5.0 stars **Reviewed by:** Kenny D. | Sr. Director, Global Managed Services, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2025 **What do you like best about Freshservice?** As a growing business operating in a fully remote environment, we recognise the importance of having a modern, efficient, and reliable IT service management tool. After evaluating 2-3 options, we chose Freshservice, and it has proven to be a transformative tool in the way we manage IT operations, streamline asset management, and deliver an exceptional service to both internal employees and external customers. Freshservice has enabled us to drive efficiency across the organisation. **What do you dislike about Freshservice?** Reporting seems a little clunky but gives us what we need right now. It's early days in diving into that aspect of things. **What problems is Freshservice solving and how is that benefiting you?** Freshservice reduces manual effort via the workflow automation feature. It accelerates ticket resolution time with the introduction of Freddy AI who deflects common issues and surfaces knowledge articles. It gives us far more options for employees to contact IT and raise requests in a more formal manner. it consolidates all requests across IT & HR. We have improved asset monitoring and tracking ### 10. Freshservice helped bring structure and speed to our IT support **Rating:** 5.0/5.0 stars **Reviewed by:** Ayoun k. | Director Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2025 **What do you like best about Freshservice?** It’s made a huge difference for us. Freshservice gave our global IT team one place to manage tickets, requests, and changes — with a clean interface and smooth workflows. Since rollout, we’ve cut resolution times by around 35% and seen productivity go up by 25%. The service catalog, automation, and Microsoft 365 integration have made things easier for both IT and users. **What do you dislike about Freshservice?** Reporting could be a bit more flexible — building custom dashboards for our specific needs takes work. And for our China users, there are occasional performance hiccups. But overall, it’s a solid platform and those are just areas to improve. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has helped us bring structure to how we manage incidents, service requests, and changes across regions. Before this, things were more scattered. Now with automation and a proper service catalog, the team’s more productive, tickets get resolved faster, and we have better visibility into what’s happening across departments. ### 11. Easy to Use and Complete, but Ticket Update Tracking Needs Improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Andrea A. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** January 22, 2026 **What do you like best about Freshservice?** easy to use , friendly to view and pretty complete **What do you dislike about Freshservice?** Unable to know when I have a new update on a ticket, loose track of what needs to be work on **What problems is Freshservice solving and how is that benefiting you?** Ticket management, asset management and solutions articles library ### 12. Streamlined IT Service Management with Freshservice **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** June 05, 2025 **What do you like best about Freshservice?** I like that Freshservice offers a highly intuitive interface combined with powerful automation capabilities. Setting up workflows for ticket routing, approvals, and asset management was straightforward, which has noticeably reduced our response times and improved team collaboration. Its built-in reporting and dashboards provide real-time visibility into SLAs and help identify bottlenecks so we can proactively address issues. **What do you dislike about Freshservice?** Some advanced customization—such as deeply granular conditional logic in workflows—can feel limiting, making it difficult to tailor every scenario exactly as needed. Additionally, occasional performance slowdowns occur when dealing with very large ticket queues or extensive asset inventories, which can impact user experience during peak times. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is solving the challenge of fragmented, manual IT and business request processes by providing a centralized, automated ticketing and workflow engine; this means instead of juggling emails, spreadsheets, and ad-hoc approvals, our teams follow standardized, self-service workflows for everything from access requests to hardware provisioning. That automation and visibility have reduced our average ticket resolution time by over 50%, cut manual follow-ups in half, and driven SLA compliance to above 95%, which in turn frees our IT staff to focus on strategic projects rather than routine break-fix tasks. Ultimately, having a single source of truth for incidents, changes, and assets has eliminated operational bottlenecks, minimized service disruptions, and significantly improved end-user satisfaction. ### 13. Experience for Freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** matheusd l. | IT Project manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2025 **What do you like best about Freshservice?** What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out. Plus, it has some really handy features like: Automations that save you a ton of time (like auto-assigning tickets or sending reminders). A self-service portal that actually works, so people can help themselves instead of flooding the helpdesk. And the asset tracking is built-in, so you don’t need a bunch of separate tools to keep everything under control. It just makes IT support way smoother without being overly complicated. **What do you dislike about Freshservice?** Customization can be a bit frustrating sometimes. You might want to tweak something and realize it’s not as flexible as you hoped. It’s still a solid tool overall, but yeah—it’s not perfect. **What problems is Freshservice solving and how is that benefiting you?** Asset control, SLA improvements, Intuitive Portal and Automations ### 14. Service Support functions on demand with a great QoS. **Rating:** 4.0/5.0 stars **Reviewed by:** Shaun S. | 350 - 450, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Freshservice?** I adopted Freshservice 7 years ago for my Support team, moving over from an archaic CVS style application. I planned the did the usual expansion workflows and mapping and documentation within my project. It was 3 months from concept to the first mail landing in the queue. I could list many features - we all in the industry and we know what our gotcha's / MVP's are in terms of metrics and monitoring (Yes, you can even write your own code to calculate values that are not in the system - 7 years I only had 2). The best feature Freshservice has is its use and how intuitive the platform is end to end. You don't have to re-invent the wheel and the learning and adoption is fast and seamless throughout all the profiles catered to. This and that how unique the system is in terms of adaptability and drop and drag functionality to customize anything you desire from CSAT's to asset libraries. Just remember to add a workflow, so that should your instance of Fresh send a confirmation of support - to another helpdesk for any reason, the two platforms will create an internal DDoS - Add the email to a rule to stop processing and remember to maintain the lists. I implemented Fresh for my support team, and 6 months later, signed up another instance for my IT Team. I therefore have 2 versions of Freshservice - that confirms it that my IT teams asked to also have the same ticketing system as Ops. **What do you dislike about Freshservice?** It is not always frictionless, in my experience the largest detractor is that when you log an issue / bug / feature you will need to repeat yourself numerous times across multiple meetings - even if you send the most descriptive mail with screen grabs, its generally a meeting, I have a phenomenal relationship with my reseller, who caters to my complex schedule - this took the edge of my frustrations and I now only manage my queries once escalated out. **What problems is Freshservice solving and how is that benefiting you?** Single source of truth and follow the sun / on call schedules, I am discovering new value adds frequently. Currently I am revising the orchestration tools to add a marketplace app for Intune Device Management - allowing me to intergrade with nearly all the Microsoft products (from an Admin and Infrastructure vantage). I created 1 workflow, with end to end SDLC for out complex and extensive AWS monitoring - granted the workflow runs over 3 modules and multiple conditions, with the workflow taking almost 3 weeks of my time. The system now does everything from the moment an alert lands from SNS / Guard Tower / Inspector ect that meets any of my multiple conditions and keywords, through to assigning the issue to an engineer and multiple internal processes. ### 15. Good ITSM tools that keeps improving and automating **Rating:** 4.5/5.0 stars **Reviewed by:** Olaf v. | Service Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Freshservice?** Automatision and easy to use for the emplyees. Custom support is fast and really helps you on your way. We use Fresh daily with the whole team so it has to be stable. Easy to integrate with other tools that we use. **What do you dislike about Freshservice?** I would like some more freedom with the layout of the selfservice portal. The option to chose other symbols or a diferant layout **What problems is Freshservice solving and how is that benefiting you?** Key Features for us where. Freshservice offers a clear and comprehensive overview of tickets, ensuring efficient tracking and management. With automatic ticket distribution, tasks are assigned to the right teams without delay, improving response times and productivity. It also provide an easy-to-use Configuration Management Database (CMDB), helping us to keep track of assets and their relationships effortlessly. The robust reporting tools enable you to generate detailed insights, supporting better decision-making and performance monitoring. Additionally, it a dedicated customer portal where users can request new accounts, hardware, and other services, streamlining communication and service delivery. ### 16. A very fresh experience with Freshservice **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** What initially drew me to Freshservice was its clean, intuitive user interface—it immediately felt more modern and user-friendly than other ITSM tools I had tried. From spinning up a new instance to onboarding customers, the implementation process was smooth and efficient. I’ve been using Freshservice regularly since 2021, and it has become an integral part of our daily operations. Both agents and customers interact with the platform frequently, and even with a steadily increasing ticket volume, the experience remains consistently smooth and reliable. Over the years, the platform has seen continuous improvements. One of the most impactful additions has been Freddy AI, which provides quick assistance with product features and intelligent suggestions using solution base articles—making everyday tasks even more efficient. Freshservice also stands out for its rich feature set and high degree of customizability. The drag-and-drop workflow automator makes it easy to configure even complex workflows without hassle. We've also built multiple third-party custom integrations to meet specific customer needs, and the platform has handled them seamlessly. Lastly, the customer support and product teams have been incredibly responsive. For example, they quickly rolled out the much-needed CC feature in the "send email" action based on our request—demonstrating their commitment to customer feedback and continuous improvement. **What do you dislike about Freshservice?** While Freshservice has proven to be a robust and feature-rich ITSM platform, there are a few areas where the experience could be improved to enhance overall customer satisfaction. One such area is the consistency of customer-facing support. In some interactions, we’ve noticed that certain support agents lacked sufficient product knowledge, which led to delays and repeated queries—ultimately consuming valuable time and causing frustration for users. In terms of customizability, while the platform offers a wide range of features, there are still a few limitations. For instance, in the workflow automator, it would be highly beneficial to have the ability to rejoin flows after they split based on conditions. Additionally, customizing the support portal currently requires technical expertise in HTML and CSS. A more intuitive, UI-based customization tool would significantly improve the experience for admins and non-technical users alike. These are relatively minor issues but addressing them would go a long way in refining the platform from both an administrator’s and end-user’s perspective. Despite these challenges, Freshservice remains a powerful and reliable ITSM solution, and I would still confidently recommend it to others. **What problems is Freshservice solving and how is that benefiting you?** 1. Multi-Tenant Support: Being a service provider, having the ability to manage multiple client environments from a single platform while keeping the data isolated and secure is critical. 2. Centralized incident management: This enables the agent or requesters to log, track, and resolve security incidents across different clients in a unified interface. 3. Automation of Incident workflows: Helps to automate repetitive tasks like ticket categorization, assignment, notification and escalation based on predefined rules. 4. Audit trails and compliance: Maintains detailed logs of incident handling, which is crucial for compliance and post-incident analysis. 5. Custom forms and fields: Supports tailored ticket forms for different clients, ensuring relevant data is captured for each security incident. 6.Freddy AI Assistance: Provides intelligent suggestions and quick access to knowledge base articles for faster resolution of incidents. 7. Unified Service Desk: Consolidates service requests, incidents, and tasks for both external clients and internal teams in one place. 8. Role-Based Access and Visibility: Ensures that agents and teams only see the tickets and data relevant to their roles or clients. 9. Knowledge Base Integration: Helps reduce ticket volume by enabling self-service through solution articles for both clients and internal users. 10. Analytics and Reporting: Provides a much-needed feature to automate tailored reports to the clients which is crucial while managing security incidents. ### 17. Improved response time to incidents by 25% **Rating:** 4.5/5.0 stars **Reviewed by:** Pete S. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about Freshservice?** As the I.T. Manager, I value the reasonable pricing, strong SLA capabilities, detailed reporting, and the transparency into agent-assigned incidents and tickets. What stands out most, however, is that this solution has reduced our incident response time by over 25%. The setup was straightforward, easy to use, customer support has been reliable, and it's become a tool we rely on daily. While we haven’t yet explored the many integration features, we plan to take full advantage of them in the near future. **What do you dislike about Freshservice?** There are really no cons to Freshservice that we have found to date. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps our IT staff stay on top of incident tickets, ensuring nothing slips through the cracks. It also adds a sense of urgency by flagging tickets when SLA deadlines are approaching, helping us stay accountable and responsive. ### 18. Fast, Friendly Customer Service with Proactive Success Support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** March 16, 2026 **What do you like best about Freshservice?** customer service. fast and friendly. partly proactive customer success. **What do you dislike about Freshservice?** the platform is a bit tricky to navigate, but it could be also our initial setup. **What problems is Freshservice solving and how is that benefiting you?** Employee requests handling. ### 19. Great servicedesk software that integrates with almost anything **Rating:** 4.5/5.0 stars **Reviewed by:** Patrick M. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2025 **What do you like best about Freshservice?** Simple, cloud based, ticketing system. Straightforward integration, and nicely pulls up user info with tickets. Has a lot of features under the hood as well, and a great amount of customization. Kind of fun to discover new tools like the email commands, and there seems to be a never ending amount of new features added regularly. **What do you dislike about Freshservice?** Lots and lots of features, some are excellent, some need a little more love to reach efficiency. Reporting is the life's blood of the Service Desk. Some obvious reports aren't there and you'll have to make, which takes a bit of time to master. Also, there should be a refresh timer on the Ticket List screen. Like, be able to set how many seconds before the next refresh. It refreshes, but I want tickets to show up instantly, not 30 seconds from now. **What problems is Freshservice solving and how is that benefiting you?** Consistency and timeliness were some problems I wanted to fix by going to Freshservice. Setting it up wasn't much of a problem. Our internal processes when dealing with tickets was more of a problem. Reporting and SLAs are right there in front of us, and with instant messenger integration, I can get instant notifications when SLAs are missed, or tickets come in high priority. ### 20. Freshservice changes the way the campus works together **Rating:** 4.5/5.0 stars **Reviewed by:** Ann N. | Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** August 14, 2025 **What do you like best about Freshservice?** The ability to customize service catalog items **What do you dislike about Freshservice?** I have not encountered things I dislike about Freshservice. However, ability to customize the system to meet business process is what I am interested in a lot. **What problems is Freshservice solving and how is that benefiting you?** Freshservice portal breaks down the silo and ensure the students' inquiries are retained consistently across multiple units at the institution. ### 21. Ticketing for the win **Rating:** 4.0/5.0 stars **Reviewed by:** Josiah G. | Incident Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** June 26, 2024 **What do you like best about Freshservice?** Easy to use, it is fast compared to other ITSM apps. **What do you dislike about Freshservice?** There are uncustomizable features such as the service alerts and other reporting features. **What problems is Freshservice solving and how is that benefiting you?** solving problems in collating all incidents tickets in one GO very efficient particularly in extrating reports. ### 22. Simple & Straight forward ITSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Adith S. | Lead Software Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Freshservice?** Asset Management, Internal service management with good features like auto ticket routing based in CMDB, ease of RCA identification. **What do you dislike about Freshservice?** The platform has lot of modules, but streamlining it so that a new user can easily understand is something i feel needs improvment. Cloud Discoveries with native modules is lacking **What problems is Freshservice solving and how is that benefiting you?** Helps in solving internal teams process in a linear way. ### 23. Review ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Praphul Kumar P. | Senior FreshService System Admin and Automation developer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 03, 2025 **What do you like best about Freshservice?** There is no code no code environment with generally help or non developer as well to configure all the things without any developer **What do you dislike about Freshservice?** As compare to other tools in market like service now there are not that match efficiency towards customising the things **What problems is Freshservice solving and how is that benefiting you?** So there was no require of a very big team to manage pressure with also due to their autumn field customisation please Kings are very easy to manage so that's why it is not take much time the production is down too. ### 24. Feedback Webnar Freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** Danilo F. | CTO, Small-Business (50 or fewer emp.) **Reviewed Date:** May 30, 2025 **What do you like best about Freshservice?** I love Automated Flows and Custom Objects **What do you dislike about Freshservice?** I don't like the project module, as it is very simple compared to Gira **What problems is Freshservice solving and how is that benefiting you?** As a Freshservice implementer, I'm very familiar with the tool. It solves several key problems, such as disorganized ticket management, manual processes, and lack of visibility into IT operations. By automating workflows, centralizing requests, and providing useful analytics, it helps teams work more efficiently and deliver better service. This leads to faster resolution times and improved user satisfaction ### 25. A Simplified all around ITSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Ricardo Cesar A. | IT & Security Operations Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Freshservice?** We use it daily here, it'q quite simple to configure and use Clear interface that allows simple implementation and integration Fast response by customer support **What do you dislike about Freshservice?** If you need complex configuration you will need to get a hold of the API, which carries a bit of learning coding and API management. **What problems is Freshservice solving and how is that benefiting you?** Managing both Customer facing self service portals and Internal self service support portal with limited personnel. Standardizing and automating our onboarding/offboarding process, allowing us to interconnect several platforms to FS via the API. ### 26. FreshService has made it easier for users to interact with our ITSM tools. **Rating:** 4.5/5.0 stars **Reviewed by:** Joe A. | IT Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about Freshservice?** With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access. **What do you dislike about Freshservice?** On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud. **What problems is Freshservice solving and how is that benefiting you?** FreshService has allowed our end users to access the incident management system from anywhere on the internet. Also, with FreshService providing resolution suggestions as users enter ticket data, this has resulted in a 10% decrease in ticket escalations. ### 27. Easy to use, configure and some of the best tech support i've dealt with **Rating:** 5.0/5.0 stars **Reviewed by:** Max C. | Infrastructure Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2025 **What do you like best about Freshservice?** It's definitely their customer/tech support. Every time I've had an issue they are always quick to respond. It has a decent amount of plugins and 3rd party apps. I've used it for years in multiple roles and like it a lot **What do you dislike about Freshservice?** Analytics presenting could use a bit of work. I find it hard to make a report that looks good. It's definitely gotten better though. **What problems is Freshservice solving and how is that benefiting you?** Easy to use ticketing structure and once you put in the time building the automations it makes your life much easier. ### 28. Great helpdesk tool for IT Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2025 **What do you like best about Freshservice?** Freshservice is easy to use and helps our IT team manage tickets smoothly. The interface is clean, and setting up workflows is simple. I love the automation features and they save us a lot of time. The mobile app is also handy for quick updates. **What do you dislike about Freshservice?** Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps us organize and track IT support tickets efficiently, so nothing gets lost or forgotten. Before, we used emails and spreadsheets, which was messy. Now, all requests are in one place, and automated workflows assign tickets to the right team members. It also makes asset management easier and we can track company devices and software licenses without hassle. The knowledge base feature reduces repeat questions by letting users find answers themselves. ### 29. Innovation with a fare cost **Rating:** 4.5/5.0 stars **Reviewed by:** Diego C. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Freshservice?** Martket places includes apps with so many developments that you'll probably need, and many of them are for free **What do you dislike about Freshservice?** Introduce a easy way to move to production environments new characteristics **What problems is Freshservice solving and how is that benefiting you?** To measure my IT services to improve them ### 30. The best service desk platform **Rating:** 5.0/5.0 stars **Reviewed by:** Brian G. | Senior Manager of Cloud and IT Applications, Enterprise (> 1000 emp.) **Reviewed Date:** June 06, 2025 **What do you like best about Freshservice?** Freshservice has been a valuable tool, that is not only cost friendly, but also user friendly. It has helped our organization stay focused and streamlined a lot of processes. **What do you dislike about Freshservice?** The only downside we have seen are little issues. Sometimes you can't report on everything or every metric. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has eliminated so many siloed process and operationalized shared mailboxes. ### 31. Best in class in what's most important **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2025 **What do you like best about Freshservice?** The UI/UX is amazing. Both agents and end users find it incredibly use but also incredibly flexible and customizable. We were able to very quickly implement our necessary customizations and integrate it with our other systems like Entra and intune. If I ever don't know anything, the freshservice team responds quickly to tickets. Our whole IT team has freshservice open every day, all day. **What do you dislike about Freshservice?** The asset management side is missing some UI visual aides that other softwares have. The AI agent often misunderstands requests, submitting very wrong tickets that don't represent the users request. **What problems is Freshservice solving and how is that benefiting you?** Freshservice gives us trackable work with history through their service desk. That means our staff get quicker responses and most importantly not all together forgotten. Trust and happiness with the IT department has overall gone up. ### 32. Excellent **Rating:** 4.5/5.0 stars **Reviewed by:** Luis David H. | Technical support, Mid-Market (51-1000 emp.) **Reviewed Date:** June 13, 2025 **What do you like best about Freshservice?** We love the easy way to get real-time metrics from our help desk and the way to have everything centralized **What do you dislike about Freshservice?** The payment method per agent, we would like to have more agents and have our entire process centralized, but it is very expensive **What problems is Freshservice solving and how is that benefiting you?** the way to measure the work of agents ### 33. ITSM Simplified for Support Teams **Rating:** 5.0/5.0 stars **Reviewed by:** Johnny C. | MDR lv2, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** the automations since with these I manage to immediately obtain responses or processes that I already have automated **What do you dislike about Freshservice?** how complicated the API configuration is to be able to read specific cases from the fields of each Ticket **What problems is Freshservice solving and how is that benefiting you?** At the moment, I haven't found any problem from which I could benefit. ### 34. A solid choice that is worth considering **Rating:** 4.0/5.0 stars **Reviewed by:** Sam S. | Associate Director of IT, Enterprise (> 1000 emp.) **Reviewed Date:** February 05, 2025 **What do you like best about Freshservice?** Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase. **What do you dislike about Freshservice?** FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. **What problems is Freshservice solving and how is that benefiting you?** We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments. ### 35. Freshworks HELPS FOR ASSET MGMT & Ticketing System **Rating:** 4.0/5.0 stars **Reviewed by:** gopikrishnan a. | IT Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** December 29, 2023 **What do you like best about Freshservice?** EASE TO USE NUMBER OF FEATURES EASE OF IMPLEMENTATION **What do you dislike about Freshservice?** UI INTERFACE REPORTING INTEGRATION SUPPORT **What problems is Freshservice solving and how is that benefiting you?** TICKETING , ASSET MANAGEMENT ### 36. My Fresh service experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2025 **What do you like best about Freshservice?** it has a modern and clean UI, the customizable workflows, how quick and straightforward it was to deploy. it allows us to easily track and maintain good support to our staff. it is used everyday in our team. I like all the integration pieces it offers as well. **What do you dislike about Freshservice?** maybe the customization of the UI in lower-tiers, other than that not much **What problems is Freshservice solving and how is that benefiting you?** Repetitive tasks like onboarding, ticket triaging, approvals, and notifications took up too much time but with fresh service we are able to Custom workflows, approval chains, and automation rules handle tasks based on triggers, conditions, and actions ### 37. Easy to set up and operate **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** July 29, 2025 **What do you like best about Freshservice?** The user freiendly UI and easy to understand adn set up the section **What do you dislike about Freshservice?** Support could be improved a little. FAQ and help section can be more elaborate **What problems is Freshservice solving and how is that benefiting you?** We are using it as a TMS for IT and marketing team ### 38. FreshService Review **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul Kumar S. | Research Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2023 **What do you like best about Freshservice?** We can update the status, we got more options to create change management plan, incident and service request is also helpful. Can create automation and it's a life saver **What do you dislike about Freshservice?** Option to manage shifts of people, price can be less. **What problems is Freshservice solving and how is that benefiting you?** I and Customer are able to create tickets, customer can be notified easily about the progress. Ticket management is easy. ### 39. great tool but limited multilanguage support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2025 **What do you like best about Freshservice?** easy to use interface is really the greatest plus for Freshservice. But also the great customization possibilities are really good. Customer service is also very responsive on basic questions. **What do you dislike about Freshservice?** Multilingual support is not available throughout the tool. Making it necessary to create some.responses/automators/rules 7 times as we are using 7 languages in our Company. feature requests take a very long time to be resolved even if they seem critical. **What problems is Freshservice solving and how is that benefiting you?** tracking customer requests/problems across our different departments and offering traceability. We also create custom reports through an API straight into our DOMO instance ### 40. Review for Freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** Alekhya K. | Salesforce Business Analyst , Enterprise (> 1000 emp.) **Reviewed Date:** November 12, 2024 **What do you like best about Freshservice?** Freshservice has a default template when creating a new task or user story. Also we use the analytics chart for stories breakdown by user and burnt down charts are very effective. We integrated freshservice with slack and outlook so whenever there is an update on the ticket, the watchers will be notifiied and take action immediately. **What do you dislike about Freshservice?** I feel like complex workflow automation like assigning a task to next user based on the bandwidth is not possible. This is dine manually by verifying the scope of each user on the board. Also, mobile app does not support all the desktop features. **What problems is Freshservice solving and how is that benefiting you?** We use freshservice for tracking our project management. Stories creation and tasks for access requests are all created under the project board and tarcked based on the user including the story points. We integrated Freshservice with slack and outlook so whenever there is an update on the ticket all the watchers and assigned users will be notified directly thru slack and outlook. The tool is pretty self explanatory and easy to navigate even for a first time user. ### 41. Great Ticketing **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Freshservice?** FreshService has greatly improved ticket tracking and follow-through. **What do you dislike about Freshservice?** The only thing about FreshService that I dislike is the amount of time it takes to learn the system. It is so full of options and abilities, that it would take a very long time to feel like I was using the system to it's fullest potential. **What problems is Freshservice solving and how is that benefiting you?** FreshService is providing a method of automatic ticket creation, which helps us to stay on top of all issues that arise for each of our clients and allows us to follow each issue through to its resolution. ### 42. One stop cloud based IT help desk! **Rating:** 5.0/5.0 stars **Reviewed by:** Frank M. | Technical Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Freshservice?** Clean and easy to use ticketing system that can be integrated to other platforms such as JIRA with a super simple interface that just works! **What do you dislike about Freshservice?** Ability to configure dashboard with more flexibility. **What problems is Freshservice solving and how is that benefiting you?** Allows us to manage the incoming flow of requests and keep on top of our tasks via an easy to use dashboard. ### 43. Simple IT ticketing system **Rating:** 5.0/5.0 stars **Reviewed by:** Fathy M. | IT help desk, Mid-Market (51-1000 emp.) **Reviewed Date:** September 06, 2025 **What do you like best about Freshservice?** Simplicity, pricing plans , integrations **What do you dislike about Freshservice?** not for big organization, it is okay for small to medium organizations **What problems is Freshservice solving and how is that benefiting you?** orgnize IT Issues in one place, allowing help desk team to cooperate together to solve the issues and also document it ### 44. Great IT service desk tool **Rating:** 4.5/5.0 stars **Reviewed by:** Nils P. | Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2025 **What do you like best about Freshservice?** I like the customizeability of the Freshservice tool and that you can collect your whole suite in one place. I also really like their big API documentation **What do you dislike about Freshservice?** The documentation for expressions in Workflow automator could be better. **What problems is Freshservice solving and how is that benefiting you?** We can collect all our data in one place, which we can then use as the source of truth. We have tickets, guides, contracts, softwares and all our users. We can run almost all operations from within Freshservice. ### 45. Fresh Service Newbie **Rating:** 4.5/5.0 stars **Reviewed by:** Dominic Q. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2025 **What do you like best about Freshservice?** The overall structure is highly customizable, and the backend development team demonstrates relentless dedication to continuous improvement. Their commitment to refining and enhancing integrations ensures the product is always evolving, making their drive a refreshing and inspiring force. **What do you dislike about Freshservice?** Some features could benefit from further refinement, particularly the service bot integrated with Teams. It appears that its functionality could be expanded to enhance interactions with our customers more effectively. **What problems is Freshservice solving and how is that benefiting you?** They are continuously updating the product which each and every feature being added helps our company in some sort of way. ### 46. my experience **Rating:** 5.0/5.0 stars **Reviewed by:** rafael a. | GEstor de Ciberseguridad, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** It is a good tool for help desk management. **What do you dislike about Freshservice?** Everything I have used I have liked or it meets what I need. **What problems is Freshservice solving and how is that benefiting you?** Create an easier communication for me between my clients and my support engineers. ### 47. Moving towards automation **Rating:** 5.0/5.0 stars **Reviewed by:** Marcos F. | Support Professional, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** The automation and monitoring that can be done on the dashboard **What do you dislike about Freshservice?** The maximum amount of storage that can be used for each ticket **What problems is Freshservice solving and how is that benefiting you?** The delay that existed with the SLAs and now there is better visibility for each client ### 48. A great tool for managing customers and sales **Rating:** 4.0/5.0 stars **Reviewed by:** Shiv S M. | Founder, E-Learning, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2024 **What do you like best about Freshservice?** What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats. **What do you dislike about Freshservice?** The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements. **What problems is Freshservice solving and how is that benefiting you?** Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff. ### 49. Simple and clean to use, making our team more productive **Rating:** 4.5/5.0 stars **Reviewed by:** Hamish G. | Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2024 **What do you like best about Freshservice?** Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive. I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business. In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out. **What do you dislike about Freshservice?** Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it. **What problems is Freshservice solving and how is that benefiting you?** Incident Management, it's just streamlining our BAU processes and daily work. Change Management and Problem Management are in sight to look at next too. ### 50. Simple to Learn and Use **Rating:** 5.0/5.0 stars **Reviewed by:** Geana H. | Sr Mgr IT Operations and Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2025 **What do you like best about Freshservice?** With workflows and automation rules, Freshservice takes the manual work out of repetitive tasks! **What do you dislike about Freshservice?** There are a few basic features missing from Analytics. **What problems is Freshservice solving and how is that benefiting you?** We are now automating tasks that used to be very manual and we are continuing to expand those capabilities by leveraging apps in the marketplace. ## Freshservice Discussions - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote - [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) - 2 comments, 1 upvote - [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) - 2 comments, 1 upvote - [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) - 12 comments, 1 upvote - [I would wish to lean more about this amazing software in depth.](https://www.g2.com/discussions/i-would-wish-to-lean-more-about-this-amazing-software-in-depth) - 1 comment, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-06-25+09%3A10%3A37+-0500&secure%5Bsession_id%5D=75d9780d-3ad0-427e-b439-9976ce47f947&secure%5Btoken%5D=9ec91994a46cf8b0f2ae2df835dfc8cad15dd0a84b010da41bf7927381f13e0b&format=llm_user) ## Freshservice Integrations - [ADP Workforce Now](https://www.g2.com/products/adp-workforce-now/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Device42, A Freshworks Company](https://www.g2.com/products/device42-a-freshworks-company/reviews) - [FreshChat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [PowerShell Studio](https://www.g2.com/products/powershell-studio/reviews) - [Rocketlane](https://www.g2.com/products/rocketlane-corp/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) ## Freshservice Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Generation **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top Freshservice Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) - 4.3/5.0 (294 reviews) - 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