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.

Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor. Review collected by and hosted on G2.com.

The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog. Review collected by and hosted on G2.com.

I like Freshservice because of the incident management and handling, especially when used together with Fred. It also helps a lot with the API integrations that we have implemented. The change management part is very good, and that is something that really stands out for us. The initial setup was smooth and easy with the help of Bravo, and then our support team took over. I also find the Freshservice app part very good in terms of integrations. Review collected by and hosted on G2.com.

What could be improved is related to the CMDB, where there used to be a way of not costing non-manageable items, and now I already use this cost for non-manageable items. So, one point that could have this type of improvement is related to CMDB licenses. Review collected by and hosted on G2.com.

What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder. Review collected by and hosted on G2.com.

My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions. Review collected by and hosted on G2.com.

I really like the traceability of tickets in Freshservice, being able to see everything that has happened in one place. It's very aligned to ITIL, which is great because it's straightforward to implement ITIL in a business that hasn't had it before and ensuring best practices are followed. I also appreciate being able to set custom rules and logic for ticket flows. The setup was super easy, with familiar navigation and process, so no new training was required. Review collected by and hosted on G2.com.

I find the in-built Freddy AI in Freshservice to be very generic and would love the option to integrate with an MCP server to utilize Claude or ChatGPT instead. Being able to export data to Claude for generating responses or have Claude and ChatGPT generate suggested follow-ups and diagnose tickets before I get to them would enhance the experience significantly. Review collected by and hosted on G2.com.

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 appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past. Review collected by and hosted on G2.com.

While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds. Review collected by and hosted on G2.com.

What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services. Review collected by and hosted on G2.com.

While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error. Review collected by and hosted on G2.com.

I like the power of automation and customization of Freshservice, as well as the efficiency in asset resolution and management. We managed to automate in the asset management area and create renewal reminder workflows for licenses. We customized forms for renewal requests and sequences for software approval. The ease of initial setup was also good, with initial support from Bravo and then we were able to do it ourselves with a certain degree of ease. Review collected by and hosted on G2.com.

The Contract Management section has a basic setup without much customization and without the ability to use workflows. I would like a ticket to be created automatically to renew a contract. Have more reminder options for renewal, automations of automatic workflows. Review collected by and hosted on G2.com.

I have worked from last 2 month and have great experience. best thing I like is that its interface is simple and easy to use with all the details and filter. Review collected by and hosted on G2.com.

It is refreshing on switching tab, so number written on search bar it disapper and need to rewrite again. Review collected by and hosted on G2.com.