Freshservice Reviews & Product Details

What stands out most is the consumer-grade experience it provides for our employees. It doesn't feel like legacy IT software. The interface is intuitive, which drove rapid adoption across both our technical teams and everyday staff. Having a unified platform for IT Service Management (ITSM), IT Operations Management (ITOM), and Enterprise Service Management (ESM) has broken down silos between IT, HR, and Facilities. The AI-powered features, like proactive incident prediction and automated routing, have genuinely reduced our mean time to resolution (MTTR) by filtering out noise and surfacing what matters. The open API and marketplace also give us the confidence that we can extend it as our business grows. Review collected by and hosted on G2.com.

With such a broad suite of capabilities, the initial configuration to align with our specific multi-departmental workflows required dedicated focus. While the out-of-the-box experience is great, tailoring it to fully automate our unique HR onboarding and facilities request processes took more planning than we initially anticipated. The depth of features means there's a learning curve to unlock everything, but the time investment pays off. Review collected by and hosted on G2.com.

What I value most about Freshservice is how it has professionalized service delivery across our entire chain, creating a single source of truth for every request. The intuitive, consumer-grade portal has been a game-changer for our non-technical staff; trainers and front-desk employees can now report a broken air conditioner or a software issue with the same ease as ordering something online, which has led to widespread adoption. The out-of-the-box workflows for facilities and IT management allowed us to launch quickly, bringing immediate structure to processes that were once entirely ad-hoc. Furthermore, the integrated IT Asset Management module has given us, for the first time, complete visibility and control over our entire inventory of equipment—from exercise machines to network hardware—enabling us to shift from costly reactive repairs to strategic, proactive maintenance. Review collected by and hosted on G2.com.

The primary challenge was the initial design phase to mold the platform to our specific hybrid of IT and physical asset management. While flexible, configuring the service catalog, approval chains, and SLAs to seamlessly handle everything from a leaky faucet ticket to a corporate software rollout required careful planning. For a lean operations team, fully leveraging the advanced AI and automation features to their potential is an ongoing journey. It demands a dedicated investment of time to configure and trust the system's predictive insights, which can be a stretch when managing day-to-day firefights across multiple locations. Review collected by and hosted on G2.com.

I really appreciate the wide range of features available in Freshservice. We switched from a competitor who charged us more while offering fewer features. With Freshservice, we've managed to consolidate three separate apps into a single platform, which has not only reduced our costs but also made things much simpler for our team, since we now only need to use one place to get our work done. We also really enjoy the app marketplace, this was a game changer for us and made Freshservice even better due to the ease of integration between it and other apps. Review collected by and hosted on G2.com.

Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. Review collected by and hosted on G2.com.

I love it's snap setup with ease and seamless configuration. I like it for unsullied user interface as a smooth and user friendly tool with faster navigation and use. Hands down as my complete solution with ticketing and tracking to ensure we solve our customer issues faster. Love it with workflows automation which streamlining tickets to route it to the right person for faster and effective support. Robustness with changes tracking, release tracking and problem tracking as my all around solution for error resolution. Rich with knowledge base with ease of tracking history of resolved issues for faster debugging. Absolutely my game changer with asset tracking and purchase order management, it provides all the functionalities under one roof, Really impeccable solution. Review collected by and hosted on G2.com.

Gamechanger as my best IT support help desk solution and can't get enough with faster ticket resolution, workflows automation and asset management.

Although had some difficulties with IT monitoring integration but sorted by technical team. Review collected by and hosted on G2.com.

My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated. Review collected by and hosted on G2.com.

While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped. Review collected by and hosted on G2.com.

The time it takes to get used to Freshworks when you implement it is straightforward, It is nice and easy to implement and get the process of the ground. The user base is very easy to use and getting the system to how you like it is very nice. This is now used every day by our IT teams and the integration is being considered by other departments. Review collected by and hosted on G2.com.

The backened system is quite hard to understand, There customer support is very script based and doesnt help in all cases. Review collected by and hosted on G2.com.

Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured. Review collected by and hosted on G2.com.

While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets. Review collected by and hosted on G2.com.

I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included. Review collected by and hosted on G2.com.

I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback. Review collected by and hosted on G2.com.

I like Freshservice because it's straightforward and fairly easy to use. The interface is clean and makes navigating various IT service tasks uncomplicated. I appreciate that Freshservice is a large platform encompassing a diverse range of IT service needs, from asset management to purchase order management, which helps solve a variety of problems efficiently. Additionally, I value its capabilities in handling tasks like ticketing, asset management, and PO management. Even though I currently don't utilize all its features like project, task, or change management, I appreciate that these options are available, should I choose to leverage them in the future. Overall, it functions fairly well for the tasks I require it to handle. Review collected by and hosted on G2.com.

I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's frustrating that these limitations become evident only at that point. However, the most significant issue for me is the poor account management and support from Freshservice. Often when I contact support, they are unable to articulate how their product should work or they open a ticket that can remain unresolved for nine months without any substantial answers. The initial deployment also took quite a while because of various issues and the inadequate support received, which added to the difficulty. Overall, the lack of knowledgeable support makes it difficult to utilize the product effectively. Review collected by and hosted on G2.com.

I love Freshservice for its versatility in supporting multiple departments beyond just IT, especially for ticketing and support, which has been incredibly beneficial for our organization as we've expanded its use. The ability to customize its submission board to fit the specific needs of different departments stands out, making it highly adaptable. I also appreciate the built-in features such as canned responses and FAQ capabilities, which enhance communication and support efficiency. The automation capabilities that streamline various workflows significantly contribute to improved productivity. Furthermore, I found the initial setup of Freshservice to be very easy; the single sign-on feature worked perfectly on the first attempt, which was a relief and made onboarding straightforward. Review collected by and hosted on G2.com.

I think that the journey model could be improved, as some of the functionalities from the old onboarding module are missing. Even though it's a new model, there's room for enhancement, and I hope it continues to evolve. Sometimes, email authentication doesn't work properly and requires workarounds, which could be streamlined for a more seamless setup experience. Review collected by and hosted on G2.com.