It’s very user-friendly and lightweight, which makes it easy for a small IT team to administer. Creating automations and notifications is straightforward. It’s also excellent for core IT functions such as ticketing, inventory, and change control. Review collected by and hosted on G2.com.

There’s a heavy push for AI integration and unnecessary modules for our use case. At the same time, pricing has gradually crept up, and it seems closely tied to the addition of features we don’t need. Review collected by and hosted on G2.com.

Having worked with multiple ITSM tools, I find Freshservice stands out for its ease of use, intuitive interface, and ability to scale effectively as organizational needs grow. Review collected by and hosted on G2.com.

Pricing can become expensive as organizations expand to additional IT teams and require more advanced features, making the platform less cost-effective as it scales. Review collected by and hosted on G2.com.

It's well laid out. The request numbers are simple to remember for customers.

Template emails are easily configurable. Review collected by and hosted on G2.com.

Some of the admin settings would be useful if they had import options. Some reports don't allow scheduling to email as CSV/PDF.

Template emails don't allow you to store your company number (from the portal). This 1 placeholder should be added in the future (fingers crossed). Review collected by and hosted on G2.com.

I really appreciate the great user interface of Freshservice, which makes it easy to use. The dynamically updating fields and the workflow rules are fantastic for automation purposes. I also find the reporting and widgets really helpful for monitoring metrics, which keeps me informed about the important details. Review collected by and hosted on G2.com.

Mostly works fine, the workflow rule automation for more complicated tasks can be quite difficult to setup or is limited with the options available for certain scenarios. Review collected by and hosted on G2.com.

I like the flexibility and customizability of Freshservice. The software helps with documenting issues or common questions so we can create solution articles and track SLAs. Setup was quick and easy; it took about 14 days to get it fully functional, including all of our customizations that we wanted. Review collected by and hosted on G2.com.

None Review collected by and hosted on G2.com.

The ITSM capabilities and ticketing process are very easy to use, and the UI feels modern. Pricing is decent, and onboarding was quick and straightforward. Review collected by and hosted on G2.com.

The integrations are fine, but MCP still isn’t up to the mark. Also, the AI assistant, Freddy AI, doesn’t seem to have scalable AI features. Review collected by and hosted on G2.com.

I really appreciate the wide range of features available in Freshservice. We switched from a competitor who charged us more while offering fewer features. With Freshservice, we've managed to consolidate three separate apps into a single platform, which has not only reduced our costs but also made things much simpler for our team, since we now only need to use one place to get our work done. We also really enjoy the app marketplace, this was a game changer for us and made Freshservice even better due to the ease of integration between it and other apps. Review collected by and hosted on G2.com.

Although having many features is beneficial, I found that it can make the software less intuitive for newcomers. When we first started using it, understanding everything was a bit challenging. However, after spending considerable time researching and experimenting, we managed to figure out how all the features work. Review collected by and hosted on G2.com.

I like Freshservice's compact and friendly user interface, as it supports faster onboarding and reduces resolution time, which are really helpful in our daily operations. The 24/7 customer support is another aspect I appreciate because it provides immediate help during outages and ensures faster issue resolution. Additionally, it offers better visibility for our tasks, making it easier to manage our IT, HR, and Finance operations. Review collected by and hosted on G2.com.

Limited customization. Reporting and Analytics could be stronger. Workarounds instead of clean processes. Reduced alignment with business processes. User experience limitations. Initial setup got delayed due to failed integration. Review collected by and hosted on G2.com.

Freshservice is a well-developed system with many useful integrations and excellent customisability. Review collected by and hosted on G2.com.

There’s a steep learning curve at the start, and it took a lot of custom workflows to get it to where we wanted it. Review collected by and hosted on G2.com.

I like Freshservice for its ease of configuration compared to our previous system, Jira. The setup is fairly easy and easily expandable. It works fast, the UI is easily navigable, and end-users prefer it over Jira. The Freshservice portal also allows users to provide more detailed IT requests, which helps smoothen the process. Review collected by and hosted on G2.com.

Nothing Review collected by and hosted on G2.com.