--- title: Freshservice Reviews meta\_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1350 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: 1350 scale: '5' date\_modified: '2026-08-12' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- ### Freshservice Pros and Cons: Top 5 Advantages and Disadvantages #### Quick AI Summary Based on G2 Reviews Generated from real user reviews Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. [(158 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833122&qs=pros-and-cons#reviews) Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. [(89 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835413&qs=pros-and-cons#reviews) Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. [(75 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1840001&qs=pros-and-cons#reviews) Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. [(67 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835237&qs=pros-and-cons#reviews) Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. [(61 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1839515&qs=pros-and-cons#reviews) Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. [(54 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833407&qs=pros-and-cons#reviews) Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. [(42 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1836131&qs=pros-and-cons#reviews) Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. [(36 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833685&qs=pros-and-cons#reviews) Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. [(33 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1832832&qs=pros-and-cons#reviews) Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. [(27 mentions)](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833478&qs=pros-and-cons#reviews) ### 5 Pros or Advantages of Freshservice ##### 1. Ease of Use Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. [ See 158 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833122&qs=pros-and-cons#reviews) See Related User Reviews NA Nathan A. Mid-Market (51-1000 emp.) 4.5/5 "Easy to use, handles all your business support needs" What do you like about Freshservice? Fully featured support and business admin dashboards, with huge amounts of flexibility and custom workflow options to fine tune it to your operations. ![Sophia M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sophia M.") SM Sophia M. Mid-Market (51-1000 emp.) 4.0/5 "Solid ITIL-aligned platform that brought much-needed structure to our scaling operations" What do you like about Freshservice? As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appr ##### 2. Features Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. [ See 89 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835413&qs=pros-and-cons#reviews) See Related User Reviews NA Nathan A. Mid-Market (51-1000 emp.) 4.5/5 "Easy to use, handles all your business support needs" What do you like about Freshservice? Fully featured support and business admin dashboards, with huge amounts of flexibility and custom workflow options to fine tune it to your operations. ![Leandro A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Leandro A.") LA Leandro A. Enterprise (\> 1000 emp.) 4.5/5 "Complete ITSM and ESM platform with excellent usability, governance, and productivity gain" What do you like about Freshservice? Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization ##### 3. Automation Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. [ See 75 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1840001&qs=pros-and-cons#reviews) See Related User Reviews ![Harshid N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Harshid N.") HN Harshid N. Enterprise (\> 1000 emp.) 5.0/5 "A Reliable and Intuitive Hub for Google Workspace Support" What do you like about Freshservice? Having used Freshservice for over three years to manage Google Workspace support, I find its automation and user interface to be its strongest assets. ![Caleb V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Caleb V.") CV Caleb V. Mid-Market (51-1000 emp.) 4.0/5 "Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network" What do you like about Freshservice? What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically imp ##### 4. Ticketing System Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. [ See 67 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1835237&qs=pros-and-cons#reviews) See Related User Reviews ![Leandro A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Leandro A.") LA Leandro A. Enterprise (\> 1000 emp.) 4.5/5 "Complete ITSM and ESM platform with excellent usability, governance, and productivity gain" What do you like about Freshservice? Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization ![Caleb V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Caleb V.") CV Caleb V. Mid-Market (51-1000 emp.) 4.0/5 "Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network" What do you like about Freshservice? What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically imp ##### 5. Ticket Management Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. [ See 61 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1839515&qs=pros-and-cons#reviews) See Related User Reviews ![Leandro A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Leandro A.") LA Leandro A. Enterprise (\> 1000 emp.) 4.5/5 "Complete ITSM and ESM platform with excellent usability, governance, and productivity gain" What do you like about Freshservice? Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization ![Caleb V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Caleb V.") CV Caleb V. Mid-Market (51-1000 emp.) 4.0/5 "Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network" What do you like about Freshservice? What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically imp ### 5 Cons or Disadvantages of Freshservice ##### 1. Missing Features Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. [ See 54 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833407&qs=pros-and-cons#reviews) See Related User Reviews ![Shyamal C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shyamal C.") SC Shyamal C. Mid-Market (51-1000 emp.) 5.0/5 "Intelligent and Robust Customer Interaction Tool" What do you dislike about Freshservice? There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are MG Matt G. Enterprise (\> 1000 emp.) 4.5/5 "Versatile Helpdesk Solution with Room for Improvement" What do you dislike about Freshservice? I think that the journey model could be improved, as some of the functionalities from the old onboarding module are missing. Even though it's a new mo ##### 2. Limited Features Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. [ See 42 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1836131&qs=pros-and-cons#reviews) See Related User Reviews ![Shyamal C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shyamal C.") SC Shyamal C. Mid-Market (51-1000 emp.) 5.0/5 "Intelligent and Robust Customer Interaction Tool" What do you dislike about Freshservice? There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are ![Justin C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Justin C.") JC Justin C. 0.5/5 "Easy Setup, but Support Lacks Quality" What do you dislike about Freshservice? I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's f ##### 3. Learning Curve Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. [ See 36 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833685&qs=pros-and-cons#reviews) See Related User Reviews NA Nathan A. Mid-Market (51-1000 emp.) 4.5/5 "Easy to use, handles all your business support needs" What do you dislike about Freshservice? Sometimes features or settings aren't where you expect, and you sometimes have to do some digging to get the tools to work the way you want. ![Caleb V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Caleb V.") CV Caleb V. Mid-Market (51-1000 emp.) 4.0/5 "Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network" What do you dislike about Freshservice? While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that di ##### 4. Limited Customization Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. [ See 33 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1832832&qs=pros-and-cons#reviews) See Related User Reviews ![Sophia M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sophia M.") SM Sophia M. Mid-Market (51-1000 emp.) 4.0/5 "Solid ITIL-aligned platform that brought much-needed structure to our scaling operations" What do you dislike about Freshservice? While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. ![Shyamal C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shyamal C.") SC Shyamal C. Mid-Market (51-1000 emp.) 5.0/5 "Intelligent and Robust Customer Interaction Tool" What do you dislike about Freshservice? There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are ##### 5. Ticketing Issues Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. [ See 27 mentions ](https://www.g2.com/products/freshservice/reviews?filters%5Bsentiment_snippet%5D=1833478&qs=pros-and-cons#reviews) See Related User Reviews ![Andrea A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Andrea A.") AA Andrea A. Mid-Market (51-1000 emp.) 3.5/5 "Easy to Use and Complete, but Ticket Update Tracking Needs Improvement" What do you dislike about Freshservice? Unable to know when I have a new update on a ticket, loose track of what needs to be work on ![Justin C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Justin C.") JC Justin C. 0.5/5 "Easy Setup, but Support Lacks Quality" What do you dislike about Freshservice? I am really disappointed with the limitations of Freshservice, which aren't apparent until you try to use the product in a more complex manner. It's f ![Harshid N.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Harshid N.") HN Harshid N. Business Solutions Engineer Enterprise (\> 1000 emp.) 7/7/2023 "A Reliable and Intuitive Hub for Google Workspace Support" 5/5 What do you like best about Freshservice? Having used Freshservice for over three years to manage Google Workspace support, I find its automation and user interface to be its strongest assets. Efficiency Boosters: The auto-assignment feature ensures tickets land in the right hands immediately, while canned responses have significantly cut down our resolution time for repetitive Workspace queries. User Experience: The interface is clean and intuitive. It’s very easy to jump into a ticket and see its history. Deep Visibility: I particularly value the ability to review old tickets handled by other agents. The filtering system is robust—being able to sort by requester, time period, or specific closing dates makes reporting and tracking much smoother. Review collected by and hosted on G2.com. What do you dislike about Freshservice? The mobile app is functional, but it doesn't feel as powerful or fluid as the desktop version when replying to tickets on a mobile device. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice solves the problem of ticket chaos and manual overhead. Before, it was difficult to track who was handling which Google Workspace request. Now, with auto-assignment, tickets are instantly routed to the right agent, and canned responses allow us to resolve common issues in seconds. This has benefited me by significantly reducing my manual workload and allowing me to maintain a high resolution rate without feeling overwhelmed. Review collected by and hosted on G2.com. Show More 3/24/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller NA Nathan A. IT Support Officer Mid-Market (51-1000 emp.) 8/10/2023 "Easy to use, handles all your business support needs" 4.5/5 What do you like best about Freshservice? Fully featured support and business admin dashboards, with huge amounts of flexibility and custom workflow options to fine tune it to your operations. More features are constantly being added every month too! Review collected by and hosted on G2.com. What do you dislike about Freshservice? Sometimes features or settings aren't where you expect, and you sometimes have to do some digging to get the tools to work the way you want. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Lack of IT incident and change management primarily, the system has greatly improved my team's ability and efficiency in all aspects from tracking, documenting and communication with staff. Review collected by and hosted on G2.com. Show More 7/27/2026 Current UserValidated ReviewerIncentivizedSource: Organic Review from User Profile ![Niña Ashley Mae G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Niña Ashley Mae G.") NG Niña Ashley Mae G. Project Manager Information Technology and Services Small-Business (50 or fewer emp.) 7/15/2026 "Effortless IT Support with Intuitive UI" 4.5/5 What do you like best about Freshservice? I like Freshservice because it is very easy to use and the ticketing system is very straightforward, which means there's no learning curve for my team. The user interface makes it simple for us to get started without extensive training and reduces confusion, ensuring that no request gets overlooked. Setting it up was really easy for us, which I really appreciated. Review collected by and hosted on G2.com. What do you dislike about Freshservice? Maybe I can say is that it could improve on the reporting and analytics side. Some advanced reports and customizations can require some efforts to set up and cannot be done that easily by a new user. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? I use Freshservice to organize IT support requests, making sure no request is missed. It's easy to use, reducing confusion without extensive training. The straightforward ticketing system ensures a smooth workflow. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Lucas R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Lucas R.") LR Lucas R. Analista II Enterprise (\> 1000 emp.) 5/13/2026 "Transformed Our Management with Integration and Flexibility" 4.5/5 What do you like best about Freshservice? Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor. Review collected by and hosted on G2.com. What do you dislike about Freshservice? The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![Ricardo B.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ricardo B.") RB Ricardo B. Coordenador de TI Enterprise (\> 1000 emp.) 5/14/2026 "Essential for IT Management with Strong Integrations" 4.5/5 What do you like best about Freshservice? I like Freshservice because of the incident management and handling, especially when used together with Fred. It also helps a lot with the API integrations that we have implemented. The change management part is very good, and that is something that really stands out for us. The initial setup was smooth and easy with the help of Bravo, and then our support team took over. I also find the Freshservice app part very good in terms of integrations. Review collected by and hosted on G2.com. What do you dislike about Freshservice? What could be improved is related to the CMDB, where there used to be a way of not costing non-manageable items, and now I already use this cost for non-manageable items. So, one point that could have this type of improvement is related to CMDB licenses. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice helps me with integrations via API, facilitating the management of incidents and changes in an integrated manner. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![Verified User in Newspapers](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Newspapers") AN Verified User in Newspapers Enterprise (\> 1000 emp.) 5/12/2026 "Less friction, better context, faster resolutions" 5/5 What do you like best about Freshservice? What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder. Review collected by and hosted on G2.com. What do you dislike about Freshservice? My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Verified User](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User") G Verified User Mid-Market (51-1000 emp.) 7/22/2026 "Effortless ITIL Compliance and Ticketing Management" 5/5 What do you like best about Freshservice? I really like the traceability of tickets in Freshservice, being able to see everything that has happened in one place. It's very aligned to ITIL, which is great because it's straightforward to implement ITIL in a business that hasn't had it before and ensuring best practices are followed. I also appreciate being able to set custom rules and logic for ticket flows. The setup was super easy, with familiar navigation and process, so no new training was required. Review collected by and hosted on G2.com. What do you dislike about Freshservice? I find the in-built Freddy AI in Freshservice to be very generic and would love the option to integrate with an MCP server to utilize Claude or ChatGPT instead. Being able to export data to Claude for generating responses or have Claude and ChatGPT generate suggested follow-ups and diagnose tickets before I get to them would enhance the experience significantly. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? I use Freshservice for tracking IT incidents and requests. It keeps everything in one place, ensuring changes are logged properly. It's aligned with ITIL, so following best practices is straightforward. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Sophia M.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Sophia M.") SM Sophia M. CEO Computer Software Mid-Market (51-1000 emp.) 2/19/2026 "Solid ITIL-aligned platform that brought much-needed structure to our scaling operations" 4/5 What do you like best about Freshservice? As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past. Review collected by and hosted on G2.com. What do you dislike about Freshservice? While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Caleb V.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Caleb V.") CV Caleb V. HR Manager Logistics and Supply Chain Mid-Market (51-1000 emp.) 2/18/2026 "Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network" 4/5 What do you like best about Freshservice? What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services. Review collected by and hosted on G2.com. What do you dislike about Freshservice? While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice is solving the core problem of fragmented and untrackable service requests. Before Freshservice, an employee's question could easily get lost in an email inbox, leading to delays and frustration. Now, every request is logged, visible, and accountable. This transparency is a huge benefit. It allows me to ensure our team is responsive and allows us to spot recurring issues that might point to a larger problem, like a confusing policy or a need for additional training. Ultimately, it has elevated the HR department’s capability, allowing us to be more proactive and strategic rather than just reactive to a constant stream of individual requests. Our frequency of use is daily, and the integration with our Active Directory for user synchronization was a key feature that has saved us countless hours of manual data entry. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic TM Thiago M. Analista de Ativos ITAM, ITSM e ESM Enterprise (\> 1000 emp.) 5/14/2026 "Powerful Automation and Customization, Focus on Operational Efficiency" 4.5/5 What do you like best about Freshservice? I like the power of automation and customization of Freshservice, as well as the efficiency in asset resolution and management. We managed to automate in the asset management area and create renewal reminder workflows for licenses. We customized forms for renewal requests and sequences for software approval. The ease of initial setup was also good, with initial support from Bravo and then we were able to do it ourselves with a certain degree of ease. Review collected by and hosted on G2.com. What do you dislike about Freshservice? The Contract Management section has a basic setup without much customization and without the ability to use workflows. I would like a ticket to be created automatically to renew a contract. Have more reminder options for renewal, automations of automatic workflows. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice reduced the ticket handling time, organized asset management, and eliminated manual processes. Automation and customization improve efficiency, facilitating license renewal reminders and software approval. Review collected by and hosted on G2.com. 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