Intuitive User Interface: Freshservice provides a clean and user-friendly interface, making it easy for both IT professionals and end-users to navigate and manage requests.

Ticketing System: The robust ticketing system allows efficient tracking, prioritization, and resolution of incidents, problems, and service requests. It streamlines communication between IT teams and end-users.

Automation and Workflows: Freshservice’s automation capabilities help streamline repetitive tasks. Customizable workflows ensure that processes are consistent and efficient.

Self-Service Portal: The self-service portal empowers end-users to find solutions independently, reducing the workload on IT teams. Users can submit requests, search knowledge articles, and track progress.

Asset Management: Freshservice’s asset management module helps organizations keep track of hardware and software assets. It provides insights into inventory, warranties, and lifecycle management.

Reporting and Analytics: Freshservice offers robust reporting features, allowing IT teams to analyze performance metrics, identify trends, and make data-driven decisions. Review collected by and hosted on G2.com.

I do not have any major dislikes regarding freshservice Review collected by and hosted on G2.com.

Freshservice itself is a capable, generally well-designed IT service management platform. I particularly liked the clean interface, straightforward ticket management, and ability to create a structured self-service portal instead of relying on email and informal support requests.

The core product was never my problem. My experience with Freshworks' billing and account management is what ultimately overshadowed the software. Review collected by and hosted on G2.com.

The biggest problem has been **Freshworks’ billing and account management**, not the Freshservice product itself.

I paid the first full year of service in advance. Additional charges later appeared that I believe are incorrect, and I have been disputing them for months. Despite repeated emails and attempts to get the account properly reviewed and reconciled, the issue remained unresolved.

Freshworks then **disabled access to the prepaid service over the disputed balance**.

That is the part I find unacceptable. A billing dispute that had been raised repeatedly for months should have been investigated and resolved, not allowed to drift until an automated suspension effectively became the “solution.”

The lack of ownership, meaningful escalation, and competent billing support has seriously damaged my confidence in Freshworks as a vendor. Review collected by and hosted on G2.com.

What I like most about Freshservice is how simple and organized it makes day-to-day support work. The interface is easy to navigate, ticket tracking is straightforward, and the automation features save a lot of time by cutting down on manual follow-ups. I also find the self-service portal and knowledge base especially helpful, since they allow users to resolve common issues on their own and improve the overall support experience. Review collected by and hosted on G2.com.

Freshservice works well overall, but some customizations can be complicated, and I wish the reporting options were more flexible. A few processes also take more clicks than expected, which can be a little time-consuming. Also, there are no IT user names, groups, or unassigned groups. Review collected by and hosted on G2.com.

The standout features of Freshservice are its easy-to-use interface and workflow automation for routine tasks, along with built-in asset tracking. Freddy AI also helps manage self-service, and the platform offers powerful IT Service Management (ITSM) capabilities with a fast, intuitive setup. Review collected by and hosted on G2.com.

There can be hidden or unexpectedly high costs for premium add-ons, and the reporting tools feel fairly rigid. The built-in reporting options can be restrictive when I’m trying to pull specialized or multi-layered data sets. I also run into limitations with advanced workflows and asset customization for more complex enterprise needs, including not being able to easily remove default status fields or deeply modify the default layouts. Review collected by and hosted on G2.com.

I like the customization I can have even though out of the box is very good already. It looks nice and clean and of course we can brand it. It really saves us a lot of time and keeps our work organized and measurable. Automations and integrations are fantastic and very simple to use which enables us to further enhance the power and utility of the system. I absolutely love the community as well and the customer service when it comes to support. Performance-wise it has worked really well for us, the system is fast even when looking through many tickets, modules and reports load quite quickly and we have had very little to no downtime related to Freshworks incidents. The price is very decent for what we get as it is not as robust as Service Manager or Service Now for example, but we get all functionalities we need with the dev team constantly improving the system. We haven't really used AI much, but I notice there has been a lot of development in that area. Review collected by and hosted on G2.com.

I think there are some areas in different modules that could use a bit more love, however, all these improvements are shared in the community and are slowly rolled out as the team continues to develop so I can't really complain. One of such features would be the search functionality for example. One thing that we didn't like was how the price increase for asset management was handled for example, but that is more administrative than it is about the software itself. I would say in general though we are very satisfied with Freshservice. Review collected by and hosted on G2.com.

The collaboration between users is great. And the integrations into Microsoft Teams allows me to quickly jump to the ticket conversation vs trying to find it in Teams directly Review collected by and hosted on G2.com.

Freddy AI's recommendations are not always helpful, adoption has been low, and many of its capabilities can be matched or exceeded by Microsoft Copilot when searching across emails, Teams, SharePoint, and other business data. Its biggest opportunity is to evolve from an assistant that provides suggestions into a true AI agent that can understand business context, identify root causes, and automate resolutions. For organizations heavily invested in Microsoft 365, Freddy AI currently feels more like a helpful add-on than a transformative AI platform. Review collected by and hosted on G2.com.

It has a user-friendly interface, and I can build automation workflows without writing any code—just by dragging and dropping. On top of that, I’m able to integrate my API, which makes my work much easier. I can also create a variety of reports through the report section, which is really helpful. Review collected by and hosted on G2.com.

There is nothing I dislike about Freshservice. However, I do think Freshservice could become more open by introducing new integration products. Review collected by and hosted on G2.com.

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.