--- title: Freshservice Reviews meta\_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 1347 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: 1347 scale: '5' date\_modified: '2026-08-10' 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 ![Enrique L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Enrique L.") EL Enrique L. IT Operations Engineer Enterprise (\> 1000 emp.) 7/24/2026 "Clean, Customizable, and Fast—Freshservice Keeps Us Organized" 4.5/5 What do you like best about Freshservice? 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. What do you dislike about Freshservice? 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. What problems is Freshservice solving and how is that benefiting you? IT Service Management in general. It is the core system to our now centralized service desk so it helps us mainly to handle all tickets that we get from all our companies worldwide in an organized way fueled by ITIL best practices. It also helps us integrate with our partners and providers almost seamlessly so we can have better communication and collaboration with them. In general, the value we get from Freshservice is very evident on our own work as well as on the value we provide to our customers. Now we handle many more cases internally in a very efficient way than we did before Freshservice when we outsourced most of our support. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Shubham C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Shubham C.") SC Shubham C. Support Engineer Mid-Market (51-1000 emp.) 7/21/2026 "User-Friendly No-Code Automation with Helpful API Integrations and Reporting" 5/5 What do you like best about Freshservice? 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. What do you dislike about Freshservice? 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. What problems is Freshservice solving and how is that benefiting you? According to my organisation, it has been solving a lot of issues, such as TAT calculation. I have also integrated the AI API through the automation workflow, which has reduced a lot of manual work. Apart from that, we can track the work as well—for example, how many tickets are open and how many are on hold. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Davi A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Davi A.") DA Davi A. Freshworks Tools Agent / App Developer Small-Business (50 or fewer emp.) 5/13/2026 "Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization" 4/5 What do you like best about Freshservice? Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it. Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed. API endpoint integrations also helps, along with the client portal allowing code customization for better visuals. Review collected by and hosted on G2.com. What do you dislike about Freshservice? It could be a little faster on the loading times for pages/modules Pricing can be steep the more agents onboard, also for Ai tools. Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example. Visuals can be cluttered sometimes. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Angelique C.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Angelique C.") AC Angelique C. Innovation/Technical Specialist Small-Business (50 or fewer emp.) 7/16/2026 "Clean, Fast ITSM with Seamless Integrations and Big ROI from Freddy AI" 5/5 What do you like best about Freshservice? Honestly, it’s how well everything ties together without making the platform feel heavy or bloated. The UI/UX is incredibly clean and intuitive; unlike other clunky ITSM tools, our agents actually enjoy using the dashboard because it’s so easy to navigate. Onboarding was also surprisingly smooth—our implementation manager walked us through the initial setup, and their support team was super responsive whenever we hit a snag. Once we got going, the performance proved to be fast and snappy, and the pre-built integrations with Slack and Microsoft Teams worked right out of the box. But what really blew me away was the ROI we got from Freddy AI. We use the ticket summarizer and the auto-triage daily, and it has cut down our average handling times significantly. Instead of having agents waste time reading massive ticket threads or manually routing issues, the AI handles the prep work. For the price point, the efficiency we’ve gained makes the return on investment a no-brainer for our team. Review collected by and hosted on G2.com. What do you dislike about Freshservice? The main drawback is how some of the coolest features—especially the advanced Freddy AI capabilities—are gated behind the higher-tier enterprise plans or require paid add-ons. When you are on a budget, seeing those features locked can be a bit frustrating. However, once we actually crunched the numbers and saw how much manual work the base automation tools were already saving us, the ROI made upgrading a much easier pill to swallow. You definitely get what you pay for, even if I wish some of those advanced bells and whistles were included from day one. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? We in our company constantly drowning in repetitive, manual tasks—things like routing simple password reset tickets, manually chasing down approvals for software requests, and walking employees through basic troubleshooting steps. It kept our team locked in reactive mode instead of working on actual high-priority projects. Freshservice solved this by taking the busywork off our plates. The combination of self-service portal suggestions and automated workflow routing means that a huge chunk of standard requests now get handled instantly without an agent even touching them. It’s freed up our bandwidth, cut our overall resolution times down significantly, and spared us from the daily burnout of answering the exact same simple questions over and over. Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Brooks A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Brooks A.") BA Brooks A. Chief Risk Officer Financial Services Mid-Market (51-1000 emp.) 4/30/2026 "Strong visibility and control, but takes effort to get it right" 4.5/5 What do you like best about Freshservice? I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way. Review collected by and hosted on G2.com. What do you dislike about Freshservice? Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows. Review collected by and hosted on G2.com. Show More Our network of Icons are G2 members who are recognized for their outstanding contributions and commitment to helping others through their expertise.G2 IconCurrent UserValidated ReviewerIncentivizedSource: G2 invite ![Alex L.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alex L.") AL Alex L. Service Desk Coordinator Enterprise (\> 1000 emp.) 7/28/2026 "Easy to Use, Powerful Customization and Automation" 5/5 What do you like best about Freshservice? It is very easy to use, and the customization and automation features greatly assist with daily tasks. The reporting tools also feature a great, intuitive interface for generating key metrics. Review collected by and hosted on G2.com. What do you dislike about Freshservice? Service ticket reports are kept separate from the Projects module, and I’m not able to consolidate that data into a single report. This makes it harder to get one unified view of everything in one place. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? It enabled ticket handling with the AI “Freddy,” which can retrieve information from our knowledge base, past tickets, incidents, and the change advisory board, and also suggest and refine text for user interactions. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of seller ![Leandro A.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Leandro A.") LA Leandro A. IT Leader Enterprise (\> 1000 emp.) 5/15/2025 "Complete ITSM and ESM platform with excellent usability, governance, and productivity gain" 4.5/5 What do you like best about Freshservice? Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization and good governance practices. Requesters have a very positive experience, while agents highlight the ease of use (the learning curve for new agents is very low). Approvers benefit from the simplicity in approvals, via servicebot in Teams (in addition to the advantage of the licensing model not charging for approvers). For stakeholders, the main gains are in better structuring of processes, increased productivity, and clear visibility of operations through dashboards and analytical reports. Review collected by and hosted on G2.com. What do you dislike about Freshservice? Freshservice has been constantly evolving, with new features being released frequently. The AI functionalities are promising, but we are still maturing their use to fully harness their potential in our context. Review collected by and hosted on G2.com. What problems is Freshservice solving and how is that benefiting you? Freshservice has been generating a lot of value for all areas of the company, and we are advancing in integrations and automations to further increase employee productivity and satisfaction. Review collected by and hosted on G2.com. Show More 4/8/2026 Current UserValidated ReviewerIncentivizedSource: G2 invite on behalf of sellerAI Translated ![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 ## Top-Rated Alternatives [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![Vivantio](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Vivantio") Vivantio 4.3/5(295) ](https://www.g2.com/products/vivantio/reviews) [ ![NinjaOne](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "NinjaOne") NinjaOne 4.7/5(5,024) ](https://www.g2.com/products/ninjaone/reviews) [ View All Alternatives ](https://www.g2.com/products/freshservice/competitors/alternatives) ##### Categories on G2 [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools) [Customer Self-Service](https://www.g2.com/categories/customer-self-service)[Help Desk](https://www.g2.com/categories/help-desk)[IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[IT Asset Management](https://www.g2.com/categories/it-asset-management)[Enterprise IT Management](https://www.g2.com/categories/enterprise-it-management)[Incident Management](https://www.g2.com/categories/incident-management)[IT Alerting](https://www.g2.com/categories/it-alerting)[Service Desk](https://www.g2.com/categories/service-desk)[Configuration Management](https://www.g2.com/categories/configuration-management) [Show MoreShow Less](javascript:void(0);) ##### Explore More [What is the cheapest audio editing software that is still good enough to produce tracks worth releasing on Spotify without them sounding amateur?](https://www.g2.com/discussions/what-is-the-cheapest-audio-editing-software-that-is-still-good-enough-to-produce-tracks-worth-releasing-on-spotify-without-them-sounding-amateur)[How accurately does the platform track SaaS licenses, including per-user, per-feature, or tiered licensing models?](https://www.g2.com/discussions/how-accurately-does-the-platform-track-saas-licenses-including-per-user-per-feature-or-tiered-licensing-models)[What are the highest rated aviation compliance monitoring solutions for airlines requiring centralized safety and audit management?](https://www.g2.com/discussions/what-are-the-highest-rated-aviation-compliance-monitoring-solutions-for-airlines-requiring-centralized-safety-and-audit-management) [What's the best loyalty software for retail stores](https://www.g2.com/discussions/what-s-the-best-loyalty-software-for-retail-stores)[Which AP automation tools are top-rated by software companies](https://www.g2.com/discussions/which-ap-automation-tools-are-top-rated-by-software-companies)[Pros and Cons Details](https://www.g2.com/products/freshservice/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)