Freshservice Reviews & Product Details

Freshservice offers a complete solution for ITSM and ESM. As an administrator, I can configure practically any business process, with standardization and good governance practices. Requesters have a very positive experience, while agents highlight the ease of use (the learning curve for new agents is very low). Approvers benefit from the simplicity in approvals, via servicebot in Teams (in addition to the advantage of the licensing model not charging for approvers). For stakeholders, the main gains are in better structuring of processes, increased productivity, and clear visibility of operations through dashboards and analytical reports. Review collected by and hosted on G2.com.

Freshservice has been constantly evolving, with new features being released frequently. The AI functionalities are promising, but we are still maturing their use to fully harness their potential in our context. Review collected by and hosted on G2.com.

Having used Freshservice for over three years to manage Google Workspace support, I find its automation and user interface to be its strongest assets.

Efficiency Boosters: The auto-assignment feature ensures tickets land in the right hands immediately, while canned responses have significantly cut down our resolution time for repetitive Workspace queries.

User Experience: The interface is clean and intuitive. It’s very easy to jump into a ticket and see its history.

Deep Visibility: I particularly value the ability to review old tickets handled by other agents. The filtering system is robust—being able to sort by requester, time period, or specific closing dates makes reporting and tracking much smoother. Review collected by and hosted on G2.com.

The mobile app is functional, but it doesn't feel as powerful or fluid as the desktop version when replying to tickets on a mobile device. 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 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.

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.

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.

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.

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.