--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1345 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: 1345 scale: '5' date_modified: '2026-08-04' 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:** 1,345 ## 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. We do not use Freshdesk to it's full capacity. It's is great for what we use it for. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Freshservice?** All of our tickets are available for general viewing. Each ticket is customizable to set as priority, or who needs to work on it. **What do you dislike about Freshservice?** It is difficult to get the support we are looking for. I have been trying to get something resolved for quite awhile, but I do not have the knowledge to answer the questions they are asking to get this resolved. I have had to get a third party involved. **What problems is Freshservice solving and how is that benefiting you?** We have multiple clients with multiple customers. This program helps us keep everything organized and prioritzed. ### 2. Simplifying customer support with work tickets and system inventory **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Freshservice has an intuitive and user-friendly interface, making it incredibly easy to navigate and operate. Even for users with limited technical expertise, the system offers straightforward ticketing and inventory management features that can be quickly adopted. **What do you dislike about Freshservice?** I highly recommend this software to organizations seeking to streamline support processes and optimize inventory management for maximum productivity. The app needs easier-to-find filters while searching for support tickets and inventory. **What problems is Freshservice solving and how is that benefiting you?** Freshservice provides our users a solution database that helps them navigate the most commonly requested setups. We have continued to develop an improved self-help system that enables our new users to learn on their own. ### 3. My Experience with FreshService **Rating:** 5.0/5.0 stars **Reviewed by:** Natieli d. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2023 **What do you like best about Freshservice?** It is an extremely comprehensive product that strictly follows the ITIL structure. **What do you dislike about Freshservice?** I think you can improve the report generation, today I find it a bit confusing. **What problems is Freshservice solving and how is that benefiting you?** I can quickly include the service catalog by client, incident management, device management, and report generation. ### 4. Fantastic tool for managing SLA based tickets **Rating:** 4.5/5.0 stars **Reviewed by:** Karunakar K. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Freshservice?** Workflows and flexible templates are very useful to develop processes as per your needs . **What do you dislike about Freshservice?** Service request template custom data fields do not support table structure. Approvers cannot validate or rectify/contribute to the Service Request. **What problems is Freshservice solving and how is that benefiting you?** Stream lining Master Data Management through Service Request custom templates and managing SAP support tickets. ### 5. Great ticketing service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** Customizable, good layout and easy to navigate & learn. **What do you dislike about Freshservice?** Could have better integration with API systems. Also minor bugs with some automation. **What problems is Freshservice solving and how is that benefiting you?** Allows new staff to quickly pick up the ticketing system, especially in comparison to other services that can take longer to learn and require ### 6. Ease of use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Very intuitive and easy to configure. You don't need to have experienced resources to leverage the capabilities of the solution. **What do you dislike about Freshservice?** not having the on-premises option for companies who prefer to control their data. **What problems is Freshservice solving and how is that benefiting you?** It has served us in many ways: service management, incident management and onboarding. We brought the company in one place where different departments are contributing to process daily operations. ### 7. Excellent performance and very unique customization **Rating:** 4.5/5.0 stars **Reviewed by:** Andrea S. | Data Research Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2022 **What do you like best about Freshservice?** It's a quality tool that really lets you customize. It provides the basic necessities to perform functions like creating. The system is highly customizable and very versatile. The software has an excellent support system. Lots of useful features that can be customized quite nicely for submitting tickets. The reports are also very detailed. What I like the most is the ease of use of the application and the compatibility with the users. **What do you dislike about Freshservice?** Sometimes their customer support seems to be ineffective. Also, sometimes it is difficult to know what format the fields should have when completing them. It is a very powerful tool, but it requires quite a bit of customization to make it perfect. **What problems is Freshservice solving and how is that benefiting you?** The tool is extremely easy to install, understand and use. It is an excellent conduit for communication with the IT Department. It also allows users to submit tickets quickly and easily. He has been instrumental in helping our company create a self-service portal for our customers. We can also design the system for our IT needs. There are also many functions that I am still learning about every day. It helps me keep track of all the tickets from our users. ### 8. It is a great ticketing system. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** User experience and its API which makes it easy to integrate with other systems. **What do you dislike about Freshservice?** User experience cab little more better and ease of provisioning accounts through API **What problems is Freshservice solving and how is that benefiting you?** Freshservice makes the Incident management process easy and hassle free to manage ### 9. Fast upgrade of your customer service **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** Freshservice was easy and quick to setup. It ensures we follow through on customer inquiries and requests and provides customers a status of their request. **What do you dislike about Freshservice?** Their rapid upgrade process breaks features at times but they have always followed up to repair the damage. **What problems is Freshservice solving and how is that benefiting you?** Provides visibility into our performance and gives customers insight to their requests. ### 10. User friendly exactly what we need! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Freshservice?** Ease of use, and the number of features are great! **What do you dislike about Freshservice?** Need more help with reporting. I cannot find a lot on this. **What problems is Freshservice solving and how is that benefiting you?** Helps streamline our daily routine. ### 11. It has very attractive user interface, easy to use, good analytical and reporting structure **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** It gives us good insight into the data which can be used for customer presentation and for management insights **What do you dislike about Freshservice?** Live dashboards are not providing more insight of ticket data, we have to create report analytics for the more insights **What problems is Freshservice solving and how is that benefiting you?** Centralised data management, Easy customer interaction, Secure and safe for storing customer data ### 12. Hard on the eyes but easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** I love the ease of use, in general I can find anything I need quickly **What do you dislike about Freshservice?** There is no dark mode, it's far too bright **What problems is Freshservice solving and how is that benefiting you?** It's designed as a ticket solution and that's our main use ### 13. Fresh Service Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Supermarkets | Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2023 **What do you like best about Freshservice?** The easy-to-use interface! I also like the layout! **What do you dislike about Freshservice?** Lack of training material on how to fully utilize all of the features it has. **What problems is Freshservice solving and how is that benefiting you?** It helps us to place the relevant tickets in the relevant queues right away without needing to dispatch them. ### 14. Much improved and easy to understand. **Rating:** 4.5/5.0 stars **Reviewed by:** Deepak k. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshservice?** Freshservie has lots of excellent features like - ticketing system, asset management, self-service portal, automation & workflow and reporting & analytics. **What do you dislike about Freshservice?** Integration options, customization limits, pricing, learning curve etc. **What problems is Freshservice solving and how is that benefiting you?** It provide api integration for alerts. ### 15. Its very easy to understand **Rating:** 4.5/5.0 stars **Reviewed by:** Deepika M. | Staffing and Recruiting, Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** Easy to understand handy to use Admin can set rules for agent **What do you dislike about Freshservice?** After closing the ticket ist not updated need to update again then only its closed **What problems is Freshservice solving and how is that benefiting you?** It helps in connecting with our customers internal as well as external and helps in resolving their issues ### 16. Freshservice is saviour **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2022 **What do you like best about Freshservice?** Its helped me to streamline the whole helpdesk and optimized the man-hours. **What do you dislike about Freshservice?** Sunset tools are not be informed timely. **Recommendations to others considering Freshservice:** Good to go product. Highly recommendable no disappoints for sure **What problems is Freshservice solving and how is that benefiting you?** My whole needs in the helpdesk of Admin and IT is available now. Its easy to manage the load. ### 17. 80% is worthy and 20% inconvenient **Rating:** 4.0/5.0 stars **Reviewed by:** Rajiv G. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2023 **What do you like best about Freshservice?** Workflow plays a vital role in all the processes for automating events. Adding 20 Dashboards in a single user account helps track multiple tickets view. Analytics reports help prepare by using different metrics and groups. **What do you dislike about Freshservice?** Data syncing in analytics takes a lot of time. Assuming the identity option shouldn't be available for anyone, including Admins and product owners, since it might be misused. **What problems is Freshservice solving and how is that benefiting you?** The operational Level Agreement option is available to track the internal teams' performance. Team huddles help to discuss immediately with any agent to close the requests. ### 18. Best ITSM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Darren P. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Easy to configure, easy to use and good looking portal for end users. **What do you dislike about Freshservice?** I've always had issues with finalising payment/proving payment with their accounts team. **What problems is Freshservice solving and how is that benefiting you?** Helping IT managing service lifecycle and providing end users with a coherrent and easy to use portal ### 19. Met Requirements Plus More **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Building Materials | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** Automation and integration for Fresh Service are both pretty great. Covered everything I needed and informed frequently on new features and updates **What do you dislike about Freshservice?** Some minor features are still missing (sorting by latest response, limited access to backend config, can't hide Agent names in Portal) **What problems is Freshservice solving and how is that benefiting you?** Very helpful as a Service Desk, as well as Knowledge base for both customers and IT team. ### 20. Simple and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Kumar U. | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshservice?** Was able to adopt real quicker than other ITSM's **What do you dislike about Freshservice?** New update from last year made difficult alignments and canned responses to edit **What problems is Freshservice solving and how is that benefiting you?** Primary ITSM for the organization ### 21. Good helpdesking software **Rating:** 3.5/5.0 stars **Reviewed by:** Matt A. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Freshservice?** users being able to email in and getting email notifications regarding changes to existing tickets or new tickets being put in **What do you dislike about Freshservice?** requesters cannot put use templates like admin users can which means tickets have less information than they could. **What problems is Freshservice solving and how is that benefiting you?** solves the need to keep track of emails and allows us to prioritize certain tickets, this makes me more productive then we would otherwise be. ### 22. 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. ### 23. The GUI interface is very simple. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Publishing | Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** That there is category for every type of task. **What do you dislike about Freshservice?** I dislike the layout of the incidents section. **What problems is Freshservice solving and how is that benefiting you?** It is helping me to to keep track and some IT related problems in the Organization. ### 24. My overall experience with Freshservice is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** July 17, 2023 **What do you like best about Freshservice?** The form fields and the ticket overview are very usefull. **What do you dislike about Freshservice?** I'm really missing the /c search function that's functional in Freshdesk. **What problems is Freshservice solving and how is that benefiting you?** The asset management is a great solution for our business ### 25. Awesome support **Rating:** 4.0/5.0 stars **Reviewed by:** Robert C. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 10, 2023 **What do you like best about Freshservice?** It iscCustomizable. Also there is support chat. **What do you dislike about Freshservice?** still needs to be more flexible in customization **What problems is Freshservice solving and how is that benefiting you?** Forms and automation. ### 26. Overall a very good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Freshservice?** Customer Support link to DevOps easy to configure link to MS BI **What do you dislike about Freshservice?** The Vendor management module is not very mature or even usable in it's current state **What problems is Freshservice solving and how is that benefiting you?** provides help desk metrics ### 27. Freshservice **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2023 **What do you like best about Freshservice?** Asset management is very nice and useful, I also like the portal opened for the end user. It is a nice detail that it automatically responds to the chat with their Freddy Ai. **What do you dislike about Freshservice?** In general, the product does not have a feature that I do not like, sometimes it can be very restrictive. I am uncomfortable with that situation. **What problems is Freshservice solving and how is that benefiting you?** When there is any problem or deficiency of the employees within the company, freshservice helps in this regard. ### 28. Invaluable Helpdesk Software **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshservice?** Interface is intuitive, cost is reasonable &mostly solves our needs when it comes to serving clients. **What do you dislike about Freshservice?** Knowledge base management and ticket property customization can feel a bit lacking, some basic QOL features like nested folders are locked behind the highest payment tier. **What problems is Freshservice solving and how is that benefiting you?** Knowledge base resource for clients, client issue tracking and resolution via tickets. ### 29. HelpDesk Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Akbar K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 03, 2023 **What do you like best about Freshservice?** The features of this tool are good and easy to handle. **What do you dislike about Freshservice?** A Lot of integration in the backend and support system. **What problems is Freshservice solving and how is that benefiting you?** Resolving the issues and connecting with users, maintaining records etc ### 30. FreshService is the complete help desk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Aviation & Aerospace | Enterprise (> 1000 emp.) **Reviewed Date:** March 08, 2019 **What do you like best about Freshservice?** The workflow automator, the supervisor rules **What do you dislike about Freshservice?** The impossibility gir manager to see their approved services **What problems is Freshservice solving and how is that benefiting you?** Organization of IT helpdesk and services tracking ### 31. Core ITSM is Excellent **Rating:** 4.0/5.0 stars **Reviewed by:** Richard S. | Operations Director, Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2022 **What do you like best about Freshservice?** The core ITSM functionality is fully functional and easy to install and use. The incident, Change, Problem, Release are all good and the new Alert management module is a game changer. The integration via webhooks to other FRESH products is good and the Jira integration looks excellent **What do you dislike about Freshservice?** The Project module is ok, however, it records employee time in a different data schema. In big companies with totally different project teams, it is probably ok, but in small to mediums where the project resources are also Level 3 resolvers, this creates issues pulling utilisation and billing reports together adds at least an hour of work per week. **What problems is Freshservice solving and how is that benefiting you?** We are an Managed Service Provider so Freshservice is the core of our service delivery business. Freshservice solves our core ITSM delivery problem out of the box, no customisations are required. ### 32. Made to be simple and easy **Rating:** 5.0/5.0 stars **Reviewed by:** Mohammad K. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 13, 2023 **What do you like best about Freshservice?** It can convert email to ticket very simply **What do you dislike about Freshservice?** Uploading bulk assets is a little bit hard **What problems is Freshservice solving and how is that benefiting you?** NA ### 33. One of the best Service Desk applications **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 25, 2023 **What do you like best about Freshservice?** I use Freshservice daily and love how simple it is to use. We can setup automation for approving tickets which saves time. The dashboard is pretty good as well. **What do you dislike about Freshservice?** It can be slow at times but otherwise stable. **What problems is Freshservice solving and how is that benefiting you?** None at the time. It has been very stable. ### 34. Awesome ITSM for small/medium teams - let's automate your day **Rating:** 4.5/5.0 stars **Reviewed by:** Michał T. | Information Security Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2022 **What do you like best about Freshservice?** Workflow and automations. It is very easy to set up any new integration and push the tasks in automated way. Currently we are able to save up to 60% time thanks to automation. **What do you dislike about Freshservice?** Multiple options of set up may be overwhelming in the begging, but later, when you become experienced user of ITSM, you can learn how to set up freshservice in the way you prefer. **What problems is Freshservice solving and how is that benefiting you?** One single place for all company tasks and requests. Ideal for company information hub, policies, requests, procedures. It also come with the pre-build integrations with your tools like Google, Slack etc. ### 35. A good ticketing service for SMBs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Freshservice?** It's easy to configure and administer as a power user. **What do you dislike about Freshservice?** The interface is clunky and reporting options are limited by default. You can get the work done, but you cannot integrate with tools like Trello etc. **What problems is Freshservice solving and how is that benefiting you?** We served multiple clients as IT support and they were able to log incidents and get billed for our consultant effort and time. ### 36. Easy and simple tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2023 **What do you like best about Freshservice?** Simple and easy navigation. It is quick. Provides suggestions and also has formatting options **What do you dislike about Freshservice?** Exploring yet. No issue has been experienced yet. **What problems is Freshservice solving and how is that benefiting you?** It provides great tool for ticket handling ### 37. The best way to leverage information techniques and grow your business **Rating:** 4.5/5.0 stars **Reviewed by:** Miroslav L. | Front End Developer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 04, 2022 **What do you like best about Freshservice?** It is a great IT-oriented help tool to bring better asset management to the organization and provide help as quickly and accurately as possible to staff across the organization and customers. I like how intuitive it is and the ease of use implied by its good design and simplified processes; in addition, it has a very good ticket manager, which allows us to make a detailed and accurate tracking of tickets from start to finish. **What do you dislike about Freshservice?** It has quite limited filtering capabilities and little help documentation to train new users who are integrated into the use of the software in the organization. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is an indispensable tool today for my organization when working with information techniques to bring better management in generalized terms. How it allows us to manage assets and incidents is incredibly easy and saves us a lot in terms of time and resources, allowing us to work in a more efficient way for the progress and growth of our business. ### 38. Management of all ours clients from a centralized platform **Rating:** 4.0/5.0 stars **Reviewed by:** Chloe T. | Global Marketing Director, Biolage, Enterprise (> 1000 emp.) **Reviewed Date:** July 29, 2022 **What do you like best about Freshservice?** I like Freshservice, it is software that has a very easy-to-use interface, no matter if you are a professional or a beginner in this area. From my point of view, Freshservice is one of the best ITSM software that exists, it helps me in the preparation of campaigns and the administration of web pages and social networks, through this software the digital organization of the company and its external cases are well structured. Its price is good because it offers many useful functions, the development of this software is optimal and the results obtained are excellent and of quality, in addition, the support team is efficient, they respond immediately and provide accurate solutions. **What do you dislike about Freshservice?** It is complete software but the mobile version does not compare at all with the PC version, it is difficult to use and it is difficult to adapt to it. I would like this function to improve since at certain times I need to use it on mobile. **What problems is Freshservice solving and how is that benefiting you?** This software has become a fundamental tool in my field of work because it helps me manage to advertise to attract customers; in addition, it helps me provide full support within digital management. Among the characteristics that Freshservice has is that I can use ITSM in each of the aspects, it does not cause any type of problem when interacting with a client and all users have communication. It is a tool that is always advancing, every day it improves and all its updates are better than the previous ones. ### 39. Very hard to find an ITSM solution that competes with it, it's incredibly good **Rating:** 5.0/5.0 stars **Reviewed by:** Carter K. | Creative Director, Small-Business (50 or fewer emp.) **Reviewed Date:** June 17, 2022 **What do you like best about Freshservice?** I love it, it is a user-friendly tool with a very friendly interface that makes things easier for expert and novice users. Currently, I consider it to be the best ITSM tool on the market, it brings a lot to the business organization and its use cases are extensive. The price of this tool is fine if we take into account everything it offers, how fast it works and the results obtained. The quality of their support team is high, they are always available when there is an incident or simply a question. **What do you dislike about Freshservice?** I am surprised how difficult it is to use the mobile application, on the other hand, I think that the database query times could be optimized. **Recommendations to others considering Freshservice:** Visually and functionally it is simply amazing and adapts in an amazing way to any contact center environment; it is a powerful weapon for internal and external support people and a win-win for companies that implement it. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has become the main weapon in our contact center because of the subtle and efficient way it helps manage queries from other users and facilitates support internally and externally. Thanks to its features we can take better advantage of ITSM in every way, improve problem resolution for all users, query and track user communication, implement knowledge bases to solve common problems faster, and much more. It is a tool with wide scalability. ### 40. FreshService is a great ITSM tool **Rating:** 4.0/5.0 stars **Reviewed by:** Tom H. | Group Head of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** June 15, 2022 **What do you like best about Freshservice?** I like the fact it is cost-effective and shows a lot of value as it comes with a ton of features for its pricepoint. I am used to using ServiceNow and FreshService can compete with SN from an ITSM standpoint. **What do you dislike about Freshservice?** The limitations in portal design and the need to be an HTML coder. I havent been able to see if we can have parent portal pages with child pages and designing these will require coding expertise. **What problems is Freshservice solving and how is that benefiting you?** Full ITSM tool and reporting of the customer requests. It enables me to create support information back to customers and report back internally to the team and to upper board management. ### 41. Best Application **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** April 05, 2023 **What do you like best about Freshservice?** Interface and easy to use and accessable everywhere **What do you dislike about Freshservice?** There is no points for disliking the tool **What problems is Freshservice solving and how is that benefiting you?** Solving the Service Desk problem, Employees can easily able to raise ticket and track it ### 42. Freshservice - A fresh perspective on ticketing and helpdesk system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** November 29, 2022 **What do you like best about Freshservice?** - Fresh and modern interface - Intuitive and informative dashboard - Assigning tickets to groups - Robust ticket automation, workflow and automation - Ticket notification **What do you dislike about Freshservice?** - Merging of tickets is done bizarrely. It does not append to the end of the original ticket, making understanding ticket notes very difficult. - Requires a lot of improvement in the above-mentioned - Interface is sometimes very laggy **What problems is Freshservice solving and how is that benefiting you?** Freshservice is used primarily as a ticketing and helpdesk system. It is also used for notifications to users when tickets are resolved. Freshservice is also used partly for project management. ### 43. Better than Zendesk, Simple and Intuitive **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Chemicals | Mid-Market (51-1000 emp.) **Reviewed Date:** May 06, 2021 **What do you like best about Freshservice?** Modern look and feel, beautiful icons and this makes the whole experience nice and intuitive. The workflows are very easy to create. It didn't take very long for me to learn, the entire settings in the Admin panel. **What do you dislike about Freshservice?** Nothing. Used to be slower in the beginning, but its getting better. Also, the package for 1 nice function could not be purchased ala-carte unless you upgrade the subscription package. The options asset management is not very nice, it downloads every softwares from a PC. We decided to not use their asset mgmt module though we have the free 100 items. Eventually, use AssetTiger for that. **Recommendations to others considering Freshservice:** Go ahead! **What problems is Freshservice solving and how is that benefiting you?** All our tickets were going to sharepoint which we self made at some point. Now, we have had 0 complaints from our end users. Miscommunication used to happen alot in the past, but this is resolved with the discussion feature and also ability to reassign to other users. Tasks list can also be done to ensure jobs are completed and the agents remember to perform them. With such comprehensive reports, this makes it easier for us to evaluate the agents for their performance review. ### 44. Freshservice is a very helpful tool. **Rating:** 4.5/5.0 stars **Reviewed by:** Aniruth V. | Assistant Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 06, 2022 **What do you like best about Freshservice?** Creating workflows is a simple process. I quickly figured out how to utilize all of the options in the Admin section. The entire experience is pleasant and straightforward to use with a contemporary appearance and attractive iconography. **What do you dislike about Freshservice?** The layout may be more refined. I prefer designs with little excess space and padding so that I can view elements clearly and fast. **Recommendations to others considering Freshservice:** I believe you should utilise this programme since it will be of great assistance and offers excellent tech support to answer any issues you may have. **What problems is Freshservice solving and how is that benefiting you?** Random typos that happen when entering assets are the biggest threat to our ability to keep track of them over time. In a big business, these can add up. The advantage is a full service for keeping track of assets. ### 45. Freshservice does what we need it to do and can do more. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Packaging and Containers | Mid-Market (51-1000 emp.) **Reviewed Date:** September 07, 2022 **What do you like best about Freshservice?** The automation and reminder pieces of our package is what we really like about our Freshservice installation. It keeps us on track and accountable to our workload. **What do you dislike about Freshservice?** The latest layout is not as intuitive as before. In this latest case, I think they changed the layout just for the sake of change. **What problems is Freshservice solving and how is that benefiting you?** Keeping track of our workload and relaying information back to our customers. It also makes it easier for the techs to lookup information from other techs. ### 46. Freshservice ITSM system - **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Enterprise (> 1000 emp.) **Reviewed Date:** January 07, 2023 **What do you like best about Freshservice?** The easy way to implement new flows / processes & the slack bot **What do you dislike about Freshservice?** that there's no ability to fully control the the user portal design **What problems is Freshservice solving and how is that benefiting you?** FS is out ITSM system, help us navigating our day to day support cases. ### 47. Good ticketing system, but can be better **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Networking | Enterprise (> 1000 emp.) **Reviewed Date:** October 19, 2022 **What do you like best about Freshservice?** Tickets module is good, support is good. The ease of setting up workflows and rules is good. **What do you dislike about Freshservice?** Audit logs are not maintained in detail, so troubleshooting is tough. **What problems is Freshservice solving and how is that benefiting you?** Managing issues reported to various teams by creating tickets in the corresponding ticket groups. ### 48. ITSM without the complexity **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** Fresh is an easy-to-implement and intuitive solution for any modern IT team. The web user interface and native mobile applications make it incredibly user-friendly. I've found the post go-live support beneficial, instant chat response and call escalation make CSI simple to implement **What do you dislike about Freshservice?** I've found planning / making changes to fresh to be challenging without a production mirror or complete test environment. Configuration is not versioned, so if you make a mistake, you have to undo it manually. You cannot roll back to a previous configuration. **Recommendations to others considering Freshservice:** Enable a feature for enterprise customers to have a complete test solution or instance. **What problems is Freshservice solving and how is that benefiting you?** We can present an easy-to-use web interface to our customers, driving more self-service and straight threw processing/automation. We realized almost immediately via simple bi-directional integration with Jira that enabled our service desk to escalate tickets directly into Jira. Updates to comments and status in Jira can be pushed back to Fresh (via API), ensuring the customer always has the most current information. ### 49. The best Service Desk software on the market **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Freshservice?** Easy and even fun to use. Super to configure with elegant orchestration and features. **What do you dislike about Freshservice?** Better integration with zoom, and bring back the slack integration that allows converting slack message history to a ticket. **What problems is Freshservice solving and how is that benefiting you?** Turnkey Service Desk, Asset Management, License Management. All work seemlessly. ### 50. An amazing technology to manage tickets properly **Rating:** 4.5/5.0 stars **Reviewed by:** Susana E. | Systems Test Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2022 **What do you like best about Freshservice?** It is a perfect platform that strengthens the work of our internal support team. Freshservice has excellent features and allows us to manage our product and service catalog more efficiently, and the ticket issuance and response flow is very easy to follow. The platform is intuitive, easy to use, and has an excellent support service; I love Freshservice! **What do you dislike about Freshservice?** The software is intuitive and easy to understand. However, the initial setup is a bit complicated; luckily, they have an excellent support team that helped us through the whole process. **Recommendations to others considering Freshservice:** It is ideal for work teams to keep productivity high and better manage information and end-user issues quickly. Recommended for any organization, it will improve internal support. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has helped us improve internal support and has improved communication with end-users. It is straightforward to create tickets and send them via email; it helps us get tickets answered most appropriately. ## 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?page=9§ion=pricing&secure%5Bexpires_at%5D=2026-08-06+12%3A55%3A48+-0500&secure%5Bsession_id%5D=a4462005-86b9-44b2-9015-7478bd7fcec1&secure%5Btoken%5D=a06285ca85402bb38f52ab864efdb99d8d58ff2c23ac26d9f98d53c10c7f9a3b&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 **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 **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 **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 **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management - Remote Monitoring & 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 - Integration - Reporting - Dashboards - 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 (964 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 (4,942 reviews)