--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1358 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: 1358 scale: '5' date_modified: '2026-09-28' 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:** 1,358 **AI Verified:** At least 10 G2 reviewers have confirmed using this product's AI features and functionality. ## About Freshservice Freshservice by Freshworks is an AI-powered, unified service operations platform built for agile enterprises that need to move fast without sacrificing control. Freshworks is named a Leader in the 2026 Gartner® Magic Quadrantâ„¢ for IT Service Management Platforms, recognition we believe reflects our strategic platform investments, product enhancements shaped by customer feedback, and strong visibility among ITSM buyers. By bringing ITSM, ITOM, ITAM, and enterprise service management together on one platform with a shared data and context model, Freshservice reduces the fragmentation and tool sprawl that slow teams down, creating a more consistent source of truth across services, assets, and infrastructure. IT teams gain visibility into their environment through 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 service delivery to HR, finance, and facilities, giving business teams a consistent and efficient service experience without requiring separate tools. Freshservice includes Freddy AI, a domain-specific AI layer that helps agents resolve issues faster, automates employee service requests, and gives leaders insights to make better decisions. Embedded across service workflows, Freddy AI acts as a force multiplier for teams by helping reduce repetitive work, accelerate resolution, and surface patterns and risks earlier. The result is faster, more informed service operations that help teams become more proactive while maintaining the governance and control the business requires. ## Freshservice Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users value the **ease of use** of Freshservice, finding it intuitive and efficient for ticket management. (229 reviews) - Users enjoy the **user-friendly interface** and extensive features of Freshservice, making task management effortless and customizable. (116 reviews) - Users value the **automation capabilities** of Freshservice, allowing for streamlined processes and effective management of tasks. (101 reviews) - Users appreciate the **ease of use** of Freshservice's ticketing system, enhancing efficiency and streamlining requests seamlessly. (101 reviews) - Users benefit from the **ease of use and efficient ticket management** in Freshservice, enhancing team productivity 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 **missing features** in Freshservice to be a significant limitation, impacting their overall efficiency. (83 reviews) - Users often encounter **limited features** in Freshservice, hindering effective workflow and making management cumbersome. (56 reviews) - Users find the **limited customization options** of Freshservice frustrating and challenging for tailoring their experience effectively. (47 reviews) - Users find the **steep learning curve** of Freshservice challenging, due to customization complexities and lack of tutorials. (45 reviews) - Users face several **ticketing issues** in Freshservice, including missing features and frustrating limitations affecting 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. Freshservice is very user friendly tool and easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Dhwani C. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** The Freshservice tool very helps full in managing the ticket for agents. Using this tool we can handle tickets very well. **What do you dislike about Freshservice?** As of now, I feel nothing is bad about Freshservice. **What problems is Freshservice solving and how is that benefiting you?** After starting the use of Freshservice, we have easy to find the required details in a particular ticket. This is very beneficial for me because before using this tool I have always checked the details from the created sheet but after using this I can find all details in specific ticket ### 2. FreshService Feedback **Rating:** 4.0/5.0 stars **Reviewed by:** Candace M. | Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** I love the private note options to be able to leave solutions that I and other colleagues to refer back to on how to resolve an issue. **What do you dislike about Freshservice?** Can sometimes be challenging to locate a ticket by someone's name **What problems is Freshservice solving and how is that benefiting you?** FreshService has offered an AI component that is helping the tech with resolving tickets quickly. ### 3. FreshService Ticketing System **Rating:** 4.5/5.0 stars **Reviewed by:** Brigette B. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 25, 2023 **What do you like best about Freshservice?** Freshservice records all ticket details, such as the support group, when it was opened, and the time-resolved. It can also monitor the service level agreement or the KPI for the said ticket or concern. **What do you dislike about Freshservice?** Though Freshservice is very useful, to be honest, it is not that user-friendly. The making of forms and service requests is pretty confusing. And updating of information for fields can be time-consuming. **What problems is Freshservice solving and how is that benefiting you?** Since we are in the retail industry, using freshservice to raise concerns gives us the benefits of catering to the concerns. Determining the problem and providing a solution at a specific time is more accessible. ### 4. A complete ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** This ITSM tool is really fresh, perfectly suited to the name of the system based on its features and new updates every month. It has everything you need for the end-to-end process of IT. Also, it was easy to set up. **What do you dislike about Freshservice?** Since there are so many updates, sometimes I feel like there's a lack of context, articles, or product launches. Also, chatbot is not compatible to Google workspace **What problems is Freshservice solving and how is that benefiting you?** A portal for everyone to use whenever they need. Second, a service catalog for visibility of our services. Next is workflow automation to expedite the approval and escalation processes. Then, asset discovery helps us easily monitor all our assets. Lastly, analytics for reporting and analysis purposes. ### 5. This product is easily configurable and can be used not just for IT needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** We are now using Freshservice in many of the divisions at our Agency. The product allows us to build and capture the needed information to provide the best service to our end users. **What do you dislike about Freshservice?** We have been able to configure the product to meet our needs and can't think of any downside. **What problems is Freshservice solving and how is that benefiting you?** Freshservice allows us to track and be accountable to the Agency and provides metrics around our quality of service. Other areas are also using the product and we are able to capture the needed requirements right in the system with no need to go back and forth with emails. ### 6. Best Ticketing Tool **Rating:** 4.5/5.0 stars **Reviewed by:** HARSHIL B. | Employee , Retail, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through Google One Tap using a business email account **Source: Organic Review from User Profile:** Invitation from G2. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** The best part is it is very easy to use and understandable. The UI is very much user friendly. Also it has many features which suits for different environment needs. The effective and very much useful ticketing tools for every organisation. **What do you dislike about Freshservice?** I think in future they need to add more features or combine their services for different environments in one portal so users can easily change according to their needs. **What problems is Freshservice solving and how is that benefiting you?** It provides detailed information and analysis for incident tickets and also provides alerts for the same. It has lots of features which are very useful for service desk and incident management teams. From my side, it solves every need which a service desk analyst needs. ### 7. Fresh Service is a very efficient tool. **Rating:** 4.0/5.0 stars **Reviewed by:** Annie N. | Senior Manager - HR Shared Services, Financial Services, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 10, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** I like the Analytics page for starters. Very easy to create dashboards without having to download an excel sheet and then develop a report. **What do you dislike about Freshservice?** Nothing really. It is a user friendly tool **What problems is Freshservice solving and how is that benefiting you?** Well - as a HR team that gets numerous requests every day, it has helped us better support our staff and also has kept us efficient as a team ### 8. Fantastic at stream-lining support **Rating:** 5.0/5.0 stars **Reviewed by:** Melissa W. | Operations Support Specialist, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 14, 2023 **What do you like best about Freshservice?** How we can automate a lot of the functions we need to assigned tickets to the correct person/groups. **What do you dislike about Freshservice?** Sometimes trying to figure out how to set up some of the features is difficult and the instructions unclear. **What problems is Freshservice solving and how is that benefiting you?** Our organization did not have a ticketing service prior and this has streamline and improved our support ability to our teams. ### 9. Pretty great product, responsive support. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 10, 2023 **What do you like best about Freshservice?** The initial setup is rather simple compared to some other products I looked at. Other ones almost require help. Freshservice you can open an account and it starts in a functional state with many many adjustments you can make as the need arises. Being able to use the workflow automator without a huge learning curve is great and super useful. But you can get super advanced with it as you get more used to its abilities. **What do you dislike about Freshservice?** Asset management feels a little clunky and not as polished as some of the other parts of the product. Specifically, some of the things when creating custom assets seems to be a little buggy. If you don't have to make any changes to the default assets it is all fine. **What problems is Freshservice solving and how is that benefiting you?** We use Freshservice for IT ticketing and we are getting into some other business teams using it as ticketing. Asset management and getting into project management. ### 10. Servicing to your customers, both internal and external **Rating:** 4.5/5.0 stars **Reviewed by:** Elvis H. | Operations and Services Manager, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** February 04, 2022 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** Fresh modern UI, cloud-based, with a mobile app available. A significant amount of features to achieve your Servicing needs, integration with tons of third-party apps and vendors, very customizable, and outstanding support. **What do you dislike about Freshservice?** The UI sometimes is slow, at least when comparing it to its younger peer, FreshDesk. It also lacks some Agent-side features that make FreshDesk easier to use and faster to respond and provide the best agent experience. **Recommendations to others considering Freshservice:** Use it as a First ITSM platform and you'll be amazed of how wonderful it is. If you decide to begin with FreshDesk, stay with it (don't migrate to FreshService). **What problems is Freshservice solving and how is that benefiting you?** We are providing a Service Catalog for our internal and external customers and keeping track and history of cases and steps performed to address them, considering both: the tickets themselves and a wonderful Solutions Database (Knowledge Base). Provide support and information in multiple languages to be able to reach to all our customers world-wide. ### 11. Very good tool for IT help desk management **Rating:** 5.0/5.0 stars **Reviewed by:** Reinaldo G. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 17, 2023 **What do you like best about Freshservice?** Your ease of use and management of workflows, agents, information and support with the tool **What do you dislike about Freshservice?** Sometimes the price is quite high, however its functionalities are very good **What problems is Freshservice solving and how is that benefiting you?** The traceability of the cases that are received in the help desk, were not reflected, with Freshservice this improved, so much so that we were able to solve doubts of the end users regarding requests placed and resolved many months in advance. ### 12. Best software for IT support **Rating:** 5.0/5.0 stars **Reviewed by:** kevin m. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **AI Translated:** This review has been translated from Spanish; Castilian using AI. **Reviewed Date:** August 03, 2023 **What do you like best about Freshservice?** It is a very interactive and efficient platform when it comes to providing support and keeping records of the cases handled by each of the agents. **What do you dislike about Freshservice?** in this part there are very few things I can talk about since this platform is very efficient for everything I mentioned earlier but one of the things that can improve is its high prices **What problems is Freshservice solving and how is that benefiting you?** problems of yours such as issues with the company's software and hardware that affect its operation, generally all cases are reported by the employees. ### 13. Easy to use. **Rating:** 4.0/5.0 stars **Reviewed by:** Fernando R. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** The user interface is simple to understand. When viewing tickets and looking at the inventory list everything looks good. **What do you dislike about Freshservice?** Some settings are hard to find. For example, with our IT Ticket use case, creating projects is a tedious process. **What problems is Freshservice solving and how is that benefiting you?** IT Ticket solution, inventory tracking, and analytic reports have helped improve our workflow making our team more productive. ### 14. FreshService Is Our Favorite Coworker **Rating:** 5.0/5.0 stars **Reviewed by:** Mike W. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** Ticketing is easy for Users and Technicians! **What do you dislike about Freshservice?** The downside of using FreshService is not being able to use it for more things! **What problems is Freshservice solving and how is that benefiting you?** FreshService gives our users a solid platform to report their issues and our technicians a simple means to assist them efficiently. The knowledgebase functionality also gives our users many opportunities for self service. ### 15. Freshworks is awesome **Rating:** 5.0/5.0 stars **Reviewed by:** William S. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 08, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** My ability to see everything that is happening in my department. Game changer! **What do you dislike about Freshservice?** It would be valuable to have more features regarding their reporting tools. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has helped tremendously with our workflow, communication, and overall customer satisfaction. It also helps with evaluation of my techs as I now have actionable data to work from. ### 16. Great help desk system **Rating:** 5.0/5.0 stars **Reviewed by:** Justin B. | IT Technician, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 17, 2023 **What do you like best about Freshservice?** Fantastic support, they are always available to help. **What do you dislike about Freshservice?** The cost is high but you get a lot of features and value for the product. **What problems is Freshservice solving and how is that benefiting you?** Very powerful and easy to use ticket system. Great support, always friendly and prompt. Freshservice is packed full of wonderful features especially the new workspace feature. ### 17. Easy to use CRM **Rating:** 4.0/5.0 stars **Reviewed by:** Gowtham R. | Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** May 17, 2023 **What do you like best about Freshservice?** Easy use interface. Can be incorporated with social media app in ease. option to convert calls, messages and comments from social media into tickets. Pre-configured analytics report, which are customisable as per requirment. Different levels access can be assigned as per job role. Detailed report genaration also report can be cutomised as per requirment **What do you dislike about Freshservice?** Report cannot be downloaded from the tool directly and the same need to be downloaded from the link sent to email. **What problems is Freshservice solving and how is that benefiting you?** As we are able to incorporate calling services with the tool and the mobile app no customers are left unattended ### 18. A complete, easy and cost-effective solution for IT Service Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** Very complete solution for IT Service Management, easy to setup and easy for end users. Good value for money. **What do you dislike about Freshservice?** Nothing in particular. The solution really has no weak point. **What problems is Freshservice solving and how is that benefiting you?** We are handling all IT Help Desk requests with Freshservice. ### 19. Best ticketing system I've used **Rating:** 4.5/5.0 stars **Reviewed by:** Charlie T. | Senior Technical Engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 11, 2023 **What do you like best about Freshservice?** How simple it is to use. It's got everything you need. **What do you dislike about Freshservice?** Sometimes I put updates on tickets and it doesn't update and says it hasn't updated. Very rare though. **What problems is Freshservice solving and how is that benefiting you?** Monitoring our inventory and which user is using what laptops. SLA on tickets to make sure we are hitting them. ### 20. Very good for a big scale of people **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Relations | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 28, 2023 **What do you like best about Freshservice?** Is is userfriendly. Everyone can work with it. **What do you dislike about Freshservice?** For now I have no complains yet. If posssible there must be more options for or license. **What problems is Freshservice solving and how is that benefiting you?** We use it for or ticketing system. ### 21. Very easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 17, 2023 **What do you like best about Freshservice?** service desk tickets easy to use and manage **What do you dislike about Freshservice?** sometimes it can run a little slow or when you update a ticket it doesn't update **What problems is Freshservice solving and how is that benefiting you?** its a very good place to store knowledge guides to send to users ### 22. Support is very prompt and responsive in resolving my questions. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Manufacturing | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** February 27, 2024 **What do you like best about Freshservice?** Friendly and Integrate one for all service **What do you dislike about Freshservice?** search item in different modules and too many alerts on the phone **What problems is Freshservice solving and how is that benefiting you?** Everything IT in one place. ### 23. Best Ticket management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek S. | Senior Research Associate, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 07, 2023 **What do you like best about Freshservice?** Freshservice has very user friendly ui and loaded with ITSM features, automations and many more useful things. **What do you dislike about Freshservice?** Agent Licensing is bit costly. It can be reduced a bit. **What problems is Freshservice solving and how is that benefiting you?** We are using Freshservice for incident management, service request management and ITSM tools. ### 24. Good but had issues. **Rating:** 3.5/5.0 stars **Reviewed by:** Felipe V. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 23, 2023 **What do you like best about Freshservice?** It has a lot of tools and it allows us to do a lot with our website. It gives us chats, calls, and emails as options. **What do you dislike about Freshservice?** It has a lot of glitches and sometimes their team is not able to help us solve them. For example, it shows a different number of tickets when you are on the last page than on any other page. **What problems is Freshservice solving and how is that benefiting you?** Customer service. It allows us to provide clear communication with customers through different channels such as live chat and regular email. ### 25. Freshservice for managing tickets **Rating:** 4.0/5.0 stars **Reviewed by:** DEEP R. | Senior Manager IT, Financial Services, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 10, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** Freshservice is a best tickting tool for easy to use and monitoring receive tickets. It's Dashboard visualization is easy to understand. **What do you dislike about Freshservice?** Freshservice AMC is little expensive to compare to other similer tickting tools products. **What problems is Freshservice solving and how is that benefiting you?** Before Freshservice tool we was facing lots of issue to make a consolidate reports. Now we have download and create easily consolidate reports and present to management through visualization tools. Also In daily base we are receive tickets from cross-functional department to Freshservice single platform this is good for us. ### 26. Easy to use and manage **Rating:** 4.0/5.0 stars **Reviewed by:** Ray R. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Since it's cloud-based there is very minimal on-prem resources to manage other than the Orchestration server that ties to our AD. **What do you dislike about Freshservice?** There isn't an easy way to mass close tickets or tasks that doesn't require a decent amount of leg work. **What problems is Freshservice solving and how is that benefiting you?** We have been able to turn off our phone system for our service desk and go completely digital in our ticketing system ### 27. One of the most tool **Rating:** 4.5/5.0 stars **Reviewed by:** Giovanni D. | ICT Application Specialist, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 11, 2023 **What do you like best about Freshservice?** My experience on this tool is very positive. Great items to work on ticket and manage assets. Then the onboarding process optimization is very simple to set and to use **What do you dislike about Freshservice?** Nothing. This tool have great margins of improvement. So I'm very satisfied about this. **What problems is Freshservice solving and how is that benefiting you?** Freshservice have fixed many problems like: onboarding process, ticketing organisation and managing. Manage of ICT priority ### 28. Makes herding cats easier... **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 16, 2023 **What do you like best about Freshservice?** We use Freshservice to manage multiple queues for multiple lines of business. I have oversight for 4 of them, and have found it works well for me to be able to track what my agents are doing, and what may be going stale. **What do you dislike about Freshservice?** The inability to report on open child tickets and have them link automatically with their parent on a report is really frustrating. The Reports and Analytics tab is a bit confusing as well - creating Widgets is not intuitive AT ALL, and I've read the directions a number of times. **What problems is Freshservice solving and how is that benefiting you?** Our ability to streamline communications between Tech groups, and ensure all necessary parties receive updates when urgent situations arise. Reporting is also much better as things are categorized, and not just freeform. ### 29. Freshservice is a great ITSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Claudio A. | Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** April 06, 2023 **What do you like best about Freshservice?** What pleases me would be the way that it is possible to fit all the automations, the triggers and make it easier and easier to manipulate and make it fit within the flow of the company. It brings a totally different experience. **What do you dislike about Freshservice?** What displeases me would be the slowness of the site along with the difficulty of understanding with the Freshworks team. And the lack of information within the knowledge base itself, which could be less robotic and more interactive. **What problems is Freshservice solving and how is that benefiting you?** It brought much faster with automation and automation of many jobs that were previously manual, along with that is added all the internal communication with the team ### 30. Easy to use and user friendly **Rating:** 5.0/5.0 stars **Reviewed by:** Nikesh L. | Global IT Service Desk Manager, Information Technology and Services, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** It's very easy to use and it's very user friendly. Within a short span of time, I have learned a lot about Freshservice. **What do you dislike about Freshservice?** The reports and the dashboard access depend on the plan you take. It doesn't give more options in the dashboard on the basic plan. **What problems is Freshservice solving and how is that benefiting you?** As of now, there is a major issue with Freshservice. ### 31. World best ticketing tool **Rating:** 5.0/5.0 stars **Reviewed by:** DEEP R. | Senior Manager, Financial Services, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** I really love Freshservice features like easy-to-log-in, design, security, dashboard, Customer support and assign ticket tracking. **What do you dislike about Freshservice?** In my own words, I think it's a little costly compared to others ticketing tools. **What problems is Freshservice solving and how is that benefiting you?** Freshservice customer support is always ready to help your valuable customer. he resolves all types of queries on sort spend on time. We also automate a lot of repetitive tasks. ### 32. Fresh Service ease of use for any size IT staff **Rating:** 5.0/5.0 stars **Reviewed by:** Ryan L. | Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 16, 2023 **What do you like best about Freshservice?** The out of box ease of setup was the most beneficial part of acquiring Fresh Service. And then the ease of maintenance and/or changes for staff going forward **What do you dislike about Freshservice?** Not much to dislike here but you do give up a little in customization, but that's ok **What problems is Freshservice solving and how is that benefiting you?** Fresh Service is our main IT portal for any Help Desk support ticket and a self-service portal for end users with knowledge base articles to assist them if they feel comfortable trying to solve their own issue while they wait for IT to get back with them ### 33. Everything works very well! We have been using it for several years. **Rating:** 5.0/5.0 stars **Reviewed by:** Guilherme S. | Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **AI Translated:** This review has been translated from Portuguese using AI. **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** Analyses and personalized reports that are sent to our clients automatically. Automation features. **What do you dislike about Freshservice?** Honestly, I think it's perfect, I would just leave the asset inventory module without additional cost. **What problems is Freshservice solving and how is that benefiting you?** Tickets. ### 34. Perfect service desk for our small team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 14, 2023 **What do you like best about Freshservice?** Has all of the features in one place on one platform. Extremely easy to use but powerful at the same time. Can be as simple or as complex as you require but easy to configure. **What do you dislike about Freshservice?** There really isn't anything I dislike about Freshservice. There are no hidden costs or missing features that need to be filled by add-ons that I have found when using previous service desk systems. **What problems is Freshservice solving and how is that benefiting you?** Ticketing, communication, self service, knowledgebase \ documentation, incident management, alerting, asset management. I have found each of these easy to configure and easy to use. ### 35. It is a great service that works well all the time **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** Useful customization and automation features **What do you dislike about Freshservice?** There is nothing for me to add to this section **What problems is Freshservice solving and how is that benefiting you?** Solves our issues with automation and it gives us more time to focus on other tasks. ### 36. For a Helpdesk company their internal customer service is terrible. **Rating:** 0.0/5.0 stars **Reviewed by:** Michael S. | IT Inventory Specialist, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** February 03, 2023 **What do you like best about Freshservice?** The salesperson promised a lot of features and functions. Yet the Freshservice hasn't fulfilled on most parts promised. Their concepts sound good on paper but they do not live up to expectations. **What do you dislike about Freshservice?** Their internal Helpdesk customer service is abysmal for a company specializing in Helpdesk software. You send them an issue with screenshots and all the details. Their responses have nothing to do with the issue at hand, and you will need to reiterate the error or issues 6 different ways with 9 different screenshots then still need to hop on a call to show them step by step what the issue is again. **What problems is Freshservice solving and how is that benefiting you?** They were supposed to be a helpdesk ticket management service. But they have not lived up to all the sales team's promises. ### 37. nice ticketing tool but sometimes hard to customize **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** easy to use by the users. nice interface also the analytics and admin sections are useable without knwoledge or programming skills. pretty intuitive to set up rules and workflows. **What do you dislike about Freshservice?** customization is an issue in Freshservice. We want to customize more but run into blockers a lot. also the analytics miss some parameters we would like to check on. Also the user interface is made to be easy to use but compromises have been made on the data you can collect. **What problems is Freshservice solving and how is that benefiting you?** customers can raise tickets to our support, planning and orderdesk teams for all their questions/orders/issues ### 38. Perfect addition to the team! **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigo S. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** The most helpful about freshservice is that it's quick, easy and user friendly. A click of a button and people are able to submit tickets. **What do you dislike about Freshservice?** No dislikes about freshservice as they been very helpful throughout the whole implementation. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps resolve the simplicity so that end users can submit a ticket without any issues. ### 39. Help Desk Software that can fit your needs. **Rating:** 4.5/5.0 stars **Reviewed by:** ashley p. | Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Compared to other help desk software, Freshservice fits the needs of a mid-size organization. **What do you dislike about Freshservice?** I wish the search function could be better. It's not bad, but it could be better. **What problems is Freshservice solving and how is that benefiting you?** It has helped us update to a modern help desk software versus the older one we had before. We can create catalog items for everyday tasks. ### 40. Reliable tool for incident management **Rating:** 4.5/5.0 stars **Reviewed by:** Shubham P. | IT engineer, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 11, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** The most useful use of the tool is it can be accessed by mobile and laptop, providing the flexibility **What do you dislike about Freshservice?** None as of now which create huge impact, but would really like cases Activities to be more detailed **What problems is Freshservice solving and how is that benefiting you?** Helps in keeping track of case/incident ticket flow and sending notification to agent promptly ### 41. Incident and Customer Service Management with ease **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 17, 2023 **What do you like best about Freshservice?** The interface is user friendly. The features are easily customizable and understandable to anyone who is using the platform. The Report and insights are also helpful to manage the performance of the team **What do you dislike about Freshservice?** The limitations when it comes to mobile app functionality is a concern. The scalability in terms of pricing also is a major concern **What problems is Freshservice solving and how is that benefiting you?** As an ITSM tool acts as a global IT management tool for managing all IT related tasks and requests. It is able to categorize Incidents as an efficient ticketing system. ### 42. A robust ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Lei B. | IT Infrastructure Service Delivery Asia Pacific, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 11, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** It is easy to build and manage for the organization. It offers a lot of out-of-box functionalities that will suit even your complex processes. **What do you dislike about Freshservice?** Nothing significant to dislike about Freshservice **What problems is Freshservice solving and how is that benefiting you?** Building a solid process driven IT solution. The analytics is also very helpful so we can measure and improve. ### 43. Review for freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** Jaie M. | Engineer, Enterprise (> 1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 10, 2023 **What do you like best about Freshservice?** The UI is friendly and easy to understand. The format and visibility is straightforward and less complicated. For beginners, it is easy to go and valuable. **What do you dislike about Freshservice?** There is nothing it's all good as far as I have used it. **What problems is Freshservice solving and how is that benefiting you?** Process is very clear and easy to understand and browse. ### 44. Excellent ITSM Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Muhammad A. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Incident Management, Change Management process and Specifically Automation and Integration with Microsoft and other 3rd party tools are excellent. **What do you dislike about Freshservice?** The product is not getting update with new features. **What problems is Freshservice solving and how is that benefiting you?** FreshService is solving many ITSM problems, and we are getting benefits of automated chatbot and integration and getting gifts with Automated workflows. ### 45. OTE FRESH SERVICE EXPERIENCE **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** Good ticketing tool with great extend of workflow automation. **What do you dislike about Freshservice?** No such specific dislike about fresh service good product **What problems is Freshservice solving and how is that benefiting you?** Daily tickets ### 46. Freshservice Rocks **Rating:** 5.0/5.0 stars **Reviewed by:** Karen W. | Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** August 15, 2023 **What do you like best about Freshservice?** It is easy to navigate and the features are expansive. **What do you dislike about Freshservice?** It something has slow response time and this may our network. **What problems is Freshservice solving and how is that benefiting you?** We are able to track our tickets. ### 47. Amazing experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Very user-friendly, I don't remember having to ask for help since I started working with freshservice. This is the best cloud-based IT Help Desk and service management solution I have found. **What do you dislike about Freshservice?** At the moment I haven't found anything that I dislike about it. **What problems is Freshservice solving and how is that benefiting you?** We tried using a lot of service management solutions without success. Now we can actually follow the tickets with ease. It utilizes robust processes like incident management, problem management, change management, asset management, and service catalog management to streamline IT service delivery ### 48. Pretty good, very customizable experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 19, 2023 **What do you like best about Freshservice?** CRM that is customizable to our department's needs. Works pretty well most of the time. Integrates with our 8x8 system to log calls and create tickets automatically. **What do you dislike about Freshservice?** Email threading sometimes gets confused and merges customer responses from completely unrelated tickets. No option to multi-select tickets when merging. Reporting for time logs that should be very simple require a complicated process to setup **What problems is Freshservice solving and how is that benefiting you?** Efficient logging of tickets into our system and getting our agents out of their email accounts and into a system. This works to help reduce multiple people working on the same ticket unknowingly. Integration with our call system means less time spent logging details. ### 49. Way to connect to IT on timely manner **Rating:** 4.0/5.0 stars **Reviewed by:** Hardik P. | IT Infrastructure Administrator, Mid-Market (51-1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** Documentation, System info, Device information, End user support, Licenses, and renewal, Combine services with 3rd party, Connect with Microsoft with the info. **What do you dislike about Freshservice?** Still need to add options for the IT team meeting options, Few services are not yet connected (not huge so it is ongoing work so expecting in an year) **What problems is Freshservice solving and how is that benefiting you?** They are quick over problem-solving if any of the IT members are facing some access. Resolving in a timely manner helps to service out internal members on time. ### 50. User friendly and functional! Would recommend **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** May 16, 2023 At G2, we prefer fresh reviews and we like to follow up with reviewers. They may not have updated their review text, but have updated their review. **What do you like best about Freshservice?** The ability to keep everything organized, and the integrations with FB, phone service, and live chat allow us to have more comprehensive overviews of the lifetime of a customer's service experience. **What do you dislike about Freshservice?** The phone service is pretty glitchy. We get knocked off calls often if we click "Record" for the call, or the call won't connect, or it will connect but the audio completely drops. **What problems is Freshservice solving and how is that benefiting you?** It's solving our need to keep all methods of communication with a customer easily accessible. Whether someone calls us, chats us through our website, sends us an email, or messages our Facebook page, they can reach the correct person. ## Freshservice Discussions - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 4 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) - 2 comments, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews?page=8§ion=pricing&secure%5Bexpires_at%5D=2026-09-30+03%3A47%3A35+-0500&secure%5Bsession_id%5D=fff2033d-4321-4b76-bc47-d7d8727b1a9e&secure%5Btoken%5D=ac56a96ca11179d5e346f692d34633a2e6e3476dd0f573dab421627c746f45d5&format=llm_user) ## Freshservice Features **Additional Functionality** - Widgets - Impact Management - Customizable Forms - Self Service Portal - License Management - Scheduled/Automated Reports - Task Management - Request Assignment - Help Desk Management - Surveys & Feedback - SSL Security - IT Asset Tracking - Knowledge Base Management - Compliance Management - Support Ticket Management - Single Sign On - Data Mapping - Client Portal - Service Level Agreement (SLA) Management - Activity Dashboard - Incident Management - Alerts/Escalation - Prioritization - Generative AI - Performance Monitoring - Email Management - Active Directory Integration - Third-Party Integrations - Alerts/Notifications - Collaboration Tools - Reporting & Statistics - Asset Lifecycle Management - Inventory Management - Data Import/Export - Access Controls/Permissions - Drag & Drop - Activity Tracking - AI Copilot - Workflow Management - Configuration Management - Problem Management - Configurable Workflow - IT Asset Management - API - Data Visualization - Change Management - Device Auto Discovery - Customizable Reports - Contract/License Management - Relationship Mapping - Customizable Fields - Support Ticket Tracking - Vulnerability Scanning - Data Aggregation and Publishing - Cost Tracking - Template Management - Lifecycle Management - Historical Reporting - Monitoring - Configuration Automation - Customizable Templates - Search/Filter - File Management - Status Tracking - Patch Management - Document Management - Real-Time Reporting - Real-Time Monitoring - Version Control - Task Progress Tracking - IT Cost Management - Archiving & Retention - Scheduling - Reporting/Analytics - User Management - Policy Management - Real-Time Analytics - Role-Based Permissions - Rules-Based Workflow - Audit Trail - Business Process Automation - Sarbanes-Oxley Compliance - Task Scheduling **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 - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring - Mobile Alerts - Email Alerts - Real-Time Monitoring - Real-Time Notifications **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 - Real-Time Notifications **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Generative AI** - AI Text Generation - AI Text Generation - Generative AI **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 - Activity Tracking **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management - IT Asset Management - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 - Mobile Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management - Remote Monitoring & Management - Configuration Management - Task Management - License Management - Capacity Management - Compliance Management - Service Level Agreement (SLA) Management - Incident 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 - Third-Party Integrations **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 - Third-Party Integrations - Multi-Language **Additional Functionality** - Alerts/Notifications - Forms Management - Safety Incident Management - Compliance Management - OSHA Compliance - Task Management - Single Sign On - AI Copilot - Disaster Recovery - Document Management - API - Multi-Channel Communication - Customizable Templates - Real-Time Reporting - Corrective and Preventive Actions (CAPA) - Activity Dashboard - Issue Management - Communications Management - Audit Trail - IT Incident Management - Audit Management - Event Logs - Risk Analysis - Workflow Management - Risk Assessment - Incident Reporting - Self Service Portal - Customizable Reports - Ticket Management - Service Level Agreement (SLA) Management - Reminders - On Call Scheduling - Investigation Management - Maintenance Scheduling - Status Tracking **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - AI/Machine Learning - Third-Party Integrations **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 - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Additional Functionality** - Audit Trail - Single Sign On - Security Tools - Server Monitoring - Generative AI - Self Service Portal - Event Logs - Maintenance Scheduling - Data Import/Export - Personalization and Recommendation - AI Copilot - IT Reporting - Alerts/Notifications - Access Controls/Permissions - Issue Auditing - Dashboard - API - Real-Time Notifications - Real-Time Monitoring - Workflow Automation **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations - User Management - Support Ticket Management - Requisition Management - Inventory Management - Email Management - Maintenance Management - Workflow Management - Problem Management - Service Level Agreement (SLA) Management - Supplier Management - Procurement Management - Knowledge Base Management - Task Management - Change Management - Incident Management - Contract/License Management - Audit Management - Configuration Management **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation **Additional Functionality** - Cost Tracking - Access Controls/Permissions - Prioritization - Customizable Fields - Data Import/Export - Asset Tracking - Customizable Branding - API - Alerts/Notifications - Reporting/Analytics - Barcode/Ticket Scanning - Monitoring - Customizable Forms - Compliance Tracking - Data Visualization - Audit Trail - AI Copilot - Self Service Portal - Customizable Reports ## 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) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - 4.7/5.0 (4,991 reviews)