Freshservice Reviews & Product Details

The new UI is much better with a cleaner interface. Functionality remains the same and it is excellent at having free integrations to link with Active Directory or Google Workspace to make onboarding a simple task. Review collected by and hosted on G2.com.

Reporting is poor and sad to see no improvements have really been made in this area. It does have APIs that you can use to get better reporting but it would be good to see this baked into Freshservice as not all agents have familiarity with building out API calls Review collected by and hosted on G2.com.

I like the new Service health Monitoring and the improved infrastructure discovery and dependency mapping. being able to see how infrastructure alerts and business services are connected is really useful for troubleshooting and understanding the impact of changes. The new MCP integration is also interesting because it opens up more possibilities for connecting Freshservice with AI tools and other platforms. Review collected by and hosted on G2.com.

I still hope if they can give us admin logs as it's required by our compliance team, to track admin activities. Review collected by and hosted on G2.com.

The UI is genuinely a pleasure to use, and getting around the platform is one of the smoothest experiences we've had with any ITSM tool. There are plenty of integrations available, and we've already had success implementing several of them. Overall, the platform has performed really well, with any issues we've encountered being down to our own internal network rather than the product itself.

We were able to hit the ground running after go-live, which meant we started seeing a return on investment almost immediately. As we've continued to expand our services and make greater use of the platform, that value has only continued to grow.

The support from Freshworks has also been excellent. They've been responsive, helpful, and consistent throughout our journey so far, which isn't something you can say about every vendor. While the AI features are still relatively new, they've already proven their worth. Freddy Copilot in particular has been a great addition, helping agents manage their workload more efficiently. We've already seen positive results, with agents using Freddy Copilot resolving issues more quickly than those who don't currently have access to it. Review collected by and hosted on G2.com.

Where Freshservice falls short for us is in the level of customisation that's available. To be fair, this is likely a trade-off that helps keep the platform as intuitive and easy to use as it is, both for end users and administrators. However, there are times when those limitations make it harder to design services and workflows exactly the way we'd like.

The area where this is most noticeable day to day is the Tasks view. While it works well for basic task management, it lacks some of the flexibility and functionality we'd like when managing larger or more complex processes. It's not a deal-breaker by any means, but it's one of the clearest examples of where additional customisation options would help us better align the platform with our operational needs. Review collected by and hosted on G2.com.

The new UI is very intuitive and user-friendly, and there have been significant improvements in the overall user experience recently. Review collected by and hosted on G2.com.

One feature currently missing in Freshservice is the ability to send customized caller notifications, along with Workflow Automator integration for triggering on-demand calling notifications. A major improvement is needed in IT Asset Management for cloud assets. While the auto cloud discovery feature is useful, it does not categorize discovered assets by company, which is a significant limitation for organizations managing multiple entities. Review collected by and hosted on G2.com.

Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it.

Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed.

API endpoint integrations also helps, along with the client portal allowing code customization for better visuals. Review collected by and hosted on G2.com.

It could be a little faster on the loading times for pages/modules

Pricing can be steep the more agents onboard, also for Ai tools.

Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example.

Visuals can be cluttered sometimes. Review collected by and hosted on G2.com.

We use Freshservice to manage internal support tickets, and I find it simple and efficient for tracking requests, staying on top of them, and closing them out smoothly. Review collected by and hosted on G2.com.

The CMDB functionality had several issues, and overall the Freshservice UI can be difficult to navigate. Although the ticketing features are straightforward and user-friendly, the other modules don’t feel as intuitive or as streamlined, which makes the experience less consistent across the platform. Review collected by and hosted on G2.com.

Honestly, it’s how well everything ties together without making the platform feel heavy or bloated. The UI/UX is incredibly clean and intuitive; unlike other clunky ITSM tools, our agents actually enjoy using the dashboard because it’s so easy to navigate. Onboarding was also surprisingly smooth—our implementation manager walked us through the initial setup, and their support team was super responsive whenever we hit a snag.

Once we got going, the performance proved to be fast and snappy, and the pre-built integrations with Slack and Microsoft Teams worked right out of the box. But what really blew me away was the ROI we got from Freddy AI. We use the ticket summarizer and the auto-triage daily, and it has cut down our average handling times significantly. Instead of having agents waste time reading massive ticket threads or manually routing issues, the AI handles the prep work. For the price point, the efficiency we’ve gained makes the return on investment a no-brainer for our team. Review collected by and hosted on G2.com.

The main drawback is how some of the coolest features—especially the advanced Freddy AI capabilities—are gated behind the higher-tier enterprise plans or require paid add-ons. When you are on a budget, seeing those features locked can be a bit frustrating. However, once we actually crunched the numbers and saw how much manual work the base automation tools were already saving us, the ROI made upgrading a much easier pill to swallow. You definitely get what you pay for, even if I wish some of those advanced bells and whistles were included from day one. Review collected by and hosted on G2.com.

Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started. Review collected by and hosted on G2.com.

The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regions Review collected by and hosted on G2.com.

It is very easy to use, and the customization and automation features greatly assist with daily tasks. The reporting tools also feature a great, intuitive interface for generating key metrics. Review collected by and hosted on G2.com.

Service ticket reports are kept separate from the Projects module, and I’m not able to consolidate that data into a single report. This makes it harder to get one unified view of everything in one place. Review collected by and hosted on G2.com.

Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization and good governance practices. Requesters have a very positive experience, while agents highlight the ease of use (the learning curve for new agents is very low). Approvers benefit from the simplicity in approvals, via servicebot in Teams (in addition to the advantage of the licensing model not charging for approvers). For stakeholders, the main gains are in better structuring of processes, increased productivity, and clear visibility of operations through dashboards and analytical reports. Review collected by and hosted on G2.com.

Freshservice has been constantly evolving, with new features being released frequently. The AI functionalities are promising, but we are still maturing their use to fully harness their potential in our context. Review collected by and hosted on G2.com.