![patan b.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "patan b.")
PB

patan b.

Senior Information Technology Analyst

Mid-Market (51-1000 emp.)

8/11/2026

"Freshservice: Intuitive ITSM with Powerful Automation and Asset Tracking"

5/5

What do you like best about Freshservice?

The standout features of Freshservice are its easy-to-use interface and workflow automation for routine tasks, along with built-in asset tracking. Freddy AI also helps manage self-service, and the platform offers powerful IT Service Management (ITSM) capabilities with a fast, intuitive setup. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

There can be hidden or unexpectedly high costs for premium add-ons, and the reporting tools feel fairly rigid. The built-in reporting options can be restrictive when I’m trying to pull specialized or multi-layered data sets. I also run into limitations with advanced workflows and asset customization for more complex enterprise needs, including not being able to easily remove default status fields or deeply modify the default layouts. Review collected by and hosted on G2.com.

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

It addresses fragmented visibility, inconsistent request handling, and heavy manual IT workloads by centralizing incidents, assets, and service catalogs in a single ITIL-aligned platform. This helps organizations strengthen risk oversight, reduce downtime, and speed up issue resolution through workflow automation and AI. Review collected by and hosted on G2.com.

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4.6 out of 5 · Verified reviews from real users

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