JA

Joe A.

IT Director

Mid-Market (51-1000 emp.)

4/2/2025

"FreshService has made it easier for users to interact with our ITSM tools."

4.5/5

What do you like best about Freshservice?

With FreshService being cloud based, it has made it easier for users and agents to interact with the helpdesk eliminating the requirement for users to VPN into our internal LAN to access ITSM tools. We have also enabled SSO with FreshService making it much easier to access. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

On rare occasions, maybe once or twice a year for brief periods, FreshService may become inaccessible due to issues in the cloud. Review collected by and hosted on G2.com.

MC

Max C.

Infrastructure Engineer

Mid-Market (51-1000 emp.)

7/28/2025

"Easy to use, configure and some of the best tech support i've dealt with"

5/5

What do you like best about Freshservice?

It's definitely their customer/tech support. Every time I've had an issue they are always quick to respond. It has a decent amount of plugins and 3rd party apps. I've used it for years in multiple roles and like it a lot Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

Analytics presenting could use a bit of work. I find it hard to make a report that looks good. It's definitely gotten better though. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

3/28/2025

"Great helpdesk tool for IT Teams"

4.5/5

What do you like best about Freshservice?

Freshservice is easy to use and helps our IT team manage tickets smoothly. The interface is clean, and setting up workflows is simple. I love the automation features and they save us a lot of time. The mobile app is also handy for quick updates. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

Sometimes, reporting features feel a bit limited. Customizing reports could be easier. Also, the pricing can get high as you add more features or users. Review collected by and hosted on G2.com.

What problems is Freshservice solving and how is that benefiting you?

Freshservice helps us organize and track IT support tickets efficiently, so nothing gets lost or forgotten. Before, we used emails and spreadsheets, which was messy. Now, all requests are in one place, and automated workflows assign tickets to the right team members.

It also makes asset management easier and we can track company devices and software licenses without hassle. The knowledge base feature reduces repeat questions by letting users find answers themselves. Review collected by and hosted on G2.com.

DC

Diego C.

Mid-Market (51-1000 emp.)

4/2/2024

"Innovation with a fare cost"

4.5/5

What do you like best about Freshservice?

Martket places includes apps with so many developments that you'll probably need, and many of them are for free Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

Introduce a easy way to move to production environments new characteristics Review collected by and hosted on G2.com.

BG

Brian G.

Senior Manager of Cloud and IT Applications

Enterprise (> 1000 emp.)

6/6/2025

"The best service desk platform"

5/5

What do you like best about Freshservice?

Freshservice has been a valuable tool, that is not only cost friendly, but also user friendly. It has helped our organization stay focused and streamlined a lot of processes. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

The only downside we have seen are little issues. Sometimes you can't report on everything or every metric. Review collected by and hosted on G2.com.

AC

Verified User in Construction

Mid-Market (51-1000 emp.)

3/27/2025

"Best in class in what's most important"

4.5/5

What do you like best about Freshservice?

The UI/UX is amazing. Both agents and end users find it incredibly use but also incredibly flexible and customizable. We were able to very quickly implement our necessary customizations and integrate it with our other systems like Entra and intune. If I ever don't know anything, the freshservice team responds quickly to tickets. Our whole IT team has freshservice open every day, all day. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

The asset management side is missing some UI visual aides that other softwares have. The AI agent often misunderstands requests, submitting very wrong tickets that don't represent the users request. Review collected by and hosted on G2.com.

LH

Luis David H.

Technical support

Mid-Market (51-1000 emp.)

6/13/2025

"Excellent"

4.5/5

What do you like best about Freshservice?

We love the easy way to get real-time metrics from our help desk and the way to have everything centralized Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

The payment method per agent, we would like to have more agents and have our entire process centralized, but it is very expensive Review collected by and hosted on G2.com.

JC

Johnny C.

MDR lv2

Small-Business (50 or fewer emp.)

5/15/2025

"ITSM Simplified for Support Teams"

5/5

What do you like best about Freshservice?

the automations since with these I manage to immediately obtain responses or processes that I already have automated Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

how complicated the API configuration is to be able to read specific cases from the fields of each Ticket Review collected by and hosted on G2.com.

SS

Sam S.

Associate Director of IT

Enterprise (> 1000 emp.)

2/5/2025

"A solid choice that is worth considering"

4/5

What do you like best about Freshservice?

Freshservice is straight forward to use and fairly easy to set up, meaning that you don't need to spend months trying to get usage out of the product. We were using it live within 30 days of purchase. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

FreshService has some rough edges that I wish were polished out some. The analytics/reporting is a bit clunky. Review collected by and hosted on G2.com.

What problems is Freshservice solving and how is that benefiting you?

We use Freshservice across our global operations, both as an IT service management (ITSM) and IT asset management (ITAM) tool, and as a ticketing system for multiple business departments. For IT, it helps us keep track of incidents, service requests, and assets in one place, making it easier to stay organized and respond quickly. The asset management side is a huge help for tracking hardware, software, and licenses across different locations, especially when it comes to audits and renewals. Other teams like HR, Facilities, and Finance also use Freshservice for handling internal requests. Having everything in one system makes it easier for employees to get the help they need without bouncing between different tools. Plus, the reporting features give us a clear view of service performance across teams. Overall, Freshservice helps keep things running smoothly, improves response times, and makes life easier for both our IT team and other departments. Review collected by and hosted on G2.com.

GA

gopikrishnan a.

IT Specialist

Mid-Market (51-1000 emp.)

12/29/2023

"Freshworks HELPS FOR ASSET MGMT & Ticketing System"

4/5

What do you like best about Freshservice?

EASE TO USE

NUMBER OF FEATURES

EASE OF IMPLEMENTATION Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

UI INTERFACE

REPORTING

INTEGRATION

SUPPORT Review collected by and hosted on G2.com.