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.

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.

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

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

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

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

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

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

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

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

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

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

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.

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.

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

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

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

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

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.

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.

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.

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.

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.

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.