--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1351 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: 1351 scale: '5' date_modified: '2026-08-13' 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:** 1,351 ## About Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. ## Freshservice Pros & Cons **What users like:** - Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. (158 reviews) - Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. (89 reviews) - Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. (75 reviews) - Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. (67 reviews) - Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. (61 reviews) - User Interface (61 reviews) - Intuitive (55 reviews) - Users value the **seamless integrations** of Freshservice, enhancing operational efficiency and simplifying workflows significantly. (54 reviews) - Users value the **responsive customer support** of Freshservice, appreciating its helpfulness and effectiveness in resolving issues. (48 reviews) - Efficiency (48 reviews) **What users dislike:** - Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. (54 reviews) - Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. (42 reviews) - Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. (36 reviews) - Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. (33 reviews) - Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. (27 reviews) - Poor Customer Support (23 reviews) - Users find the **reporting features inadequate** , lacking customization and efficiency, which impacts their overall experience. (23 reviews) - Users express frustration with the **limited functionality** of Freshservice, especially regarding account management and complex workflows. (22 reviews) - Feature Issues (20 reviews) - Expensive (19 reviews) ## Freshservice Reviews ### 1. Doesn't handle large businesses, missing lots of simple features and efficiencies **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2024 **What do you like best about Freshservice?** Interface is simple and easy for users to work with. Has lots of features such as tickets, tasks, change management... Can be customized, a little. **What do you dislike about Freshservice?** The features don't flow together - ie you can't get a list or a page that shows all your tickets and tasks in a single view, as they're all separate modules. Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks. Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking **What problems is Freshservice solving and how is that benefiting you?** It's trying to be a service desk ticketing tool, as well as one that flows on to change management and task management. It does handle all these features for us - it works fine for people that only need to use 1 of these features (eg service desk doing incident management, end users raising tickets, ...) however for people that need to operate on multiple features, or for power users, it's poorly designed and inefficient. ### 2. Freshservice Platform Feedback from a previous Servicenow admin (customer) **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Enterprise (> 1000 emp.) **Reviewed Date:** February 29, 2024 **What do you like best about Freshservice?** 1. out-of-box functionalities 2. ready to use features 3. AI components 4. low-code dev 5. drag and drop approach for workflows, less coding needed 6. Easy to integrate 7. Some customer support are knowledgable **What do you dislike about Freshservice?** 1. Caching issue - what you change at the front end, sometimes doesn't replicate at the backend database 2. Limited customization 3. AI has lots of bugs 4. Price is not justifiable for the existing features 5. The workflow has limitations - you cant trigger a workflow from another workflow 6. Some customer support are not knowledgeable 7. A lot of "can't do" scenarios, and non-existing features 8. Minimum grasp of CMDB concept **What problems is Freshservice solving and how is that benefiting you?** Managing our IT Service Delivery processes Incident Service Request Problem Change ### 3. ITSM on a budget **Rating:** 1.5/5.0 stars **Reviewed by:** Jamie M. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Freshservice?** The instant chat support feature is great. **What do you dislike about Freshservice?** Lacking functionality in almost all modules. **What problems is Freshservice solving and how is that benefiting you?** It provides a single location for end users to contact IT support. ### 4. There Could Be More **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Construction | Enterprise (> 1000 emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Freshservice?** There's a lot to FreshService that can be intimidating at first, but when you start going into things, a lot can be done. **What do you dislike about Freshservice?** In that same regard, MORE can be done. There are features that we've asked to be implemented, with the response always being "not at this time." **What problems is Freshservice solving and how is that benefiting you?** FreshService is what we use for our helpdesk system - users creating tickets and us resolving. We're also using it to track assets and contracts. Having everything in one place helps us out immensely. ### 5. Lots of features, often terrible implementations and service **Rating:** 2.0/5.0 stars **Reviewed by:** James U. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2020 **What do you like best about Freshservice?** FreshService offers lots of features other ITIL/ITSM platforms don't: CMDB, forms, automations, incoming/outgoing webhooks. Pricing would be outstanding if the features worked as they should, but very often the platform feels like a beta product. **What do you dislike about Freshservice?** Ooof, so much... Jamf inventory integration doesn't work and has never worked despite over a year of continuous troubleshooting with support. I know no one who has gotten FS's Jamf integration to work properly. I don't even know why they offer it. The admin panel is a mess, finding what you need often requires google searches. Support is OK to a point, but they tend to yes you to death, but don't follow up when they hit a wall in troubleshooting. Account managers change out every 3-6 months and are not able to affect much change when the product isn't delivering on its promise. Lots of little annoying "why can't I do this simple little thing?" moments: can't re-order articles within a support KBase, no error log for inventory syncs, no G Suite directory sync (just a crappy contact sync, which is not very useful). Typically every update released cuases a new UI goof, which results in an overall lack of progress in getting the product to where it should be. **Recommendations to others considering Freshservice:** FreshService looks great on paper, it's less impressive when you actually use it. Yes it has a lot of features, but many of them are half-baked. It can be useful for sure and it's not the worst Helpdesk in the world. But it could be so much better if the quality control and UI was improved. **What problems is Freshservice solving and how is that benefiting you?** We manage all IT, Finance, and Office requests via the support portal. The ability to create forms that trigger processes for on-boarding, off-board, data transfers has been the one overwhelmingly useful feature that has kept me from jumping ship. Frankly, I am sick of the shortcoming and actively searching for a more polished alternative. ### 6. FreshService Ticketing Works Great **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 26, 2019 **What do you like best about Freshservice?** I like that there are various levels which can be added as needed; and that it is web-based. **What do you dislike about Freshservice?** I dislike the notifications which appear each time any work is done on the ticket; "the note has been created" pops up, covering the navigational areas needed to get to other tasks. It's bothersome enough that I requested it be suppressed but apparently they cannot suppress it. **What problems is Freshservice solving and how is that benefiting you?** We keep track of requests for help and repair; we have a centralized location for support staff solutions; we manage and track company tech assets. ### 7. Really enjoyed it, but looking for more **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2019 **What do you like best about Freshservice?** The mobile app and notifications are great. Love getting the notifications straight to my phone. **What do you dislike about Freshservice?** Wish they had more integrations with other programs. **Recommendations to others considering Freshservice:** It is pretty good. We are moving to a different company because freshservice failed to produce even a knowledge base, or project based tickets. **What problems is Freshservice solving and how is that benefiting you?** It started us off with our very first helpdesk system here. I have worked at a previous job where we used 5 different helpdesk softwares but none of them felt like they were enough until we landed here with fresh service. We have been using them for 12 months now and have had few problems with their software. Together with this program the IT team is able to work together on problems and resolve the tickets. ## Freshservice Discussions - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote - [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) - 2 comments, 1 upvote - [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) - 2 comments, 1 upvote - [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) - 12 comments, 1 upvote - [I would wish to lean more about this amazing software in depth.](https://www.g2.com/discussions/i-would-wish-to-lean-more-about-this-amazing-software-in-depth) - 2 comments, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews?filters%5Bnps_score%5D%5B%5D=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+11%3A33%3A39+-0500&secure%5Bsession_id%5D=9679dafa-b717-440f-9dc7-bfff3472ce09&secure%5Btoken%5D=7492a9d7b3b78522ef36d66b78906ba47c81d911d50a53a1b54f93bbb6179d49&format=llm_user) ## Freshservice Integrations - [ADP Workforce Now](https://www.g2.com/products/adp-workforce-now/reviews) - [AWS Lambda](https://www.g2.com/products/aws-lambda/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Device42, A Freshworks Company](https://www.g2.com/products/device42-a-freshworks-company/reviews) - [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Power BI](https://www.g2.com/products/microsoft-microsoft-power-bi/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [PowerShell Studio](https://www.g2.com/products/powershell-studio/reviews) - [Rocketlane](https://www.g2.com/products/rocketlane-corp/reviews) - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Zabbix](https://www.g2.com/products/zabbix/reviews) ## 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 (966 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 (4,954 reviews)