I like the ease of creating services, customizing fields, and especially the user-friendly construction of automation workflows in Freshservice. This allows us to continuously adjust our support, improving our services and saving time with automated processes, such as approval workflows. Additionally, I found the initial setup of Freshservice extremely easy. Review collected by and hosted on G2.com.

The project management module can be more robust and needs the fields to be more customizable, in addition to the reports allowing for greater control. Review collected by and hosted on G2.com.

I like Freshservice because it's easy to use and is such a robust system that it continuously exceeds our expectations when it comes to customization to meet our company's needs. It automates ticket assignment, account provisioning, approval workflows, and resolution note generation. The AI agent uses knowledge from our knowledge base effectively. It also pulls in user data from our IdP to keep requester information up-to-date. This makes our agents' jobs easier and allows them to be more intentional with their time, and fulfillment of requests is simpler. It saves us time in the long run. The initial setup was quick, taking less than 2 days to reach the same level we had with Zoho Desk. Review collected by and hosted on G2.com.

Some of their built-in apps in the marketplace aren't maintained so they don't always work. Review collected by and hosted on G2.com.

I like the sheer quantity of analytical data that I can produce in seconds with Freshservice, which helps in making good decisions about resourcing and structuring our Central Services departments. The initial setup of Freshservice was very straightforward, and the support we receive is superb. Review collected by and hosted on G2.com.

It's a shame that we can't make our portal as bespoke as we'd like. We want it to be different for external and internal users but can't make all of the changes we'd like to. We would want the system to check the email address of the user and if it's internal, it displays a specific title and wording, whereas if the user isn't logged in, or is logged in without an internal email address, it displays a completely different title and wording. We can edit the workspaces they have access to, but that's about it. Review collected by and hosted on G2.com.

I use Freshservice to create requests for IT assets and any admin-related tasks like installing software. It really helps me get my requests raised and solved quickly without needing to reach out to each stakeholder for approval. I like that it is very easy to use. Review collected by and hosted on G2.com.

I don't like that Freshservice doesn't send the email notification unless I click on send notification after I create a ticket. Review collected by and hosted on G2.com.

What I value most about Freshservice is how it has professionalized service delivery across our entire chain, creating a single source of truth for every request. The intuitive, consumer-grade portal has been a game-changer for our non-technical staff; trainers and front-desk employees can now report a broken air conditioner or a software issue with the same ease as ordering something online, which has led to widespread adoption. The out-of-the-box workflows for facilities and IT management allowed us to launch quickly, bringing immediate structure to processes that were once entirely ad-hoc. Furthermore, the integrated IT Asset Management module has given us, for the first time, complete visibility and control over our entire inventory of equipment—from exercise machines to network hardware—enabling us to shift from costly reactive repairs to strategic, proactive maintenance. Review collected by and hosted on G2.com.

The primary challenge was the initial design phase to mold the platform to our specific hybrid of IT and physical asset management. While flexible, configuring the service catalog, approval chains, and SLAs to seamlessly handle everything from a leaky faucet ticket to a corporate software rollout required careful planning. For a lean operations team, fully leveraging the advanced AI and automation features to their potential is an ongoing journey. It demands a dedicated investment of time to configure and trust the system's predictive insights, which can be a stretch when managing day-to-day firefights across multiple locations. Review collected by and hosted on G2.com.

Highly customizable. I can configure and personalize almost everything. Review collected by and hosted on G2.com.

So far, the only thing I dislike is the limited number of status portals I can create—it’s capped at ten. Review collected by and hosted on G2.com.

The inventory feature has been very helpful. We’re able to assign both hardware and software to users, which makes it much easier to troubleshoot issues when they come up. Having the user’s information already available also helps us resolve problems more quickly. Review collected by and hosted on G2.com.

Some features aren’t fully customizable. Rather than the software supporting our existing process, we end up having to adjust the process to fit the software. Review collected by and hosted on G2.com.

Freshservice has provided a much-improved end-user experience for our employees compared with our previous solution. Our new agents can also get up and running on Freshservice in less time. Each month, there are many updates to the application, which helps keep things feeling current and continually improving. Review collected by and hosted on G2.com.

Took a while to get used to using the API to perform certain tasks that in some other applications, is built into the UI. Review collected by and hosted on G2.com.

I like that Freshservice offers a lot of opportunity to collaborate with other people, thanks to its widespread use. We have many external resources that make it really useful, and there are a lot of great integrations. The ability to integrate with NinjaOne to bring in alerts has been really helpful since they added that. The initial setup of Freshservice was very simple, with a lot of hand-holding and support provided, which made the process quick and straightforward. My previous experience with similar tools also helped us to get it done pretty quickly, within a month or two. Review collected by and hosted on G2.com.

I think maybe the time tracking could have some automation. Some of the project stuff is still a little green, and asset management could be better. Review collected by and hosted on G2.com.

Freshservice keeps IT sane: a clean UI, solid automation, and asset info right inside every ticket. The self-service portal actually gets used, and reporting is painless. It’s not perfect, but it genuinely makes my day easier. Review collected by and hosted on G2.com.

Reporting works well for quick tasks, but it falls short when I need something more detailed. That’s usually when I start running into its limitations. Review collected by and hosted on G2.com.