--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1341 reviews by the users' company size, role or industry to find out how Freshservice works for a business like yours. aggregate_rating: rating_value: 4.6 review_count: 1341 scale: '5' date_modified: '2026-07-22' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Freshservice Reviews **Vendor:** Freshworks **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.6/5.0 **Total Reviews:** 1,341 ## About Freshservice Freshservice by Freshworks is an AI-powered ServiceOps platform built for modern enterprises that need to move fast without sacrificing control. By unifying ITSM, ITOM, IT asset management, and enterprise service management on a single platform with a shared data layer, Freshservice eliminates the tool sprawl and visibility gaps that slow teams down - creating one source of truth across services, assets, and infrastructure. IT teams get full visibility into their environment: automated discovery, a robust CMDB for impact analysis and root cause resolution, and streamlined incident, problem, change, and major incident management. Beyond IT, Freshservice extends seamlessly to HR, finance, and facilities - giving every business team the same consistent, efficient service experience without the complexity of separate tools. Freshservice comes with a natively embedded AI layer called Freddy AI, that helps agents resolve issues faster, automates employee service requests, and gives leaders the insights they need to make better decisions. The result isn't just faster service; it's a fundamentally more proactive operation that surfaces and resolves issues before they impact employees. ## Freshservice Pros & Cons **What users like:** - Users highlight the **ease of use** of Freshservice, appreciating its intuitive design and efficient ticket management. (158 reviews) - Users appreciate the **intuitive interface and extensive features** of Freshservice, simplifying both complex tasks and daily activities. (89 reviews) - Users value the **automation features** of Freshservice, significantly enhancing efficiency and streamlining ticket management processes. (75 reviews) - Users praise the **variety of ticket organization options** in Freshservice, enhancing efficiency and user experience. (67 reviews) - Users value the **intuitive ticket management** in Freshservice, enhancing usability and streamlining internal approval processes. (61 reviews) - User Interface (61 reviews) - Intuitive (55 reviews) - Users value the **seamless integrations** of Freshservice, enhancing operational efficiency and simplifying workflows significantly. (54 reviews) - Users value the **responsive customer support** of Freshservice, appreciating its helpfulness and effectiveness in resolving issues. (48 reviews) - Efficiency (48 reviews) **What users dislike:** - Users find the **missing features** in Freshservice frustrating, particularly the lack of intuitive reporting and search functionalities. (54 reviews) - Users find the **limited features** of Freshservice restrictive, impacting the effectiveness of reporting and project management. (42 reviews) - Users find the **learning curve steep** , with complicated configurations and unintuitive reporting features causing frustration. (36 reviews) - Users find **limited customization** options in Freshservice, which can restrict tailoring the system to specific business needs. (33 reviews) - Users find **ticketing issues** frustrating, especially with confusing reporting and difficulty in extracting data for management. (27 reviews) - Poor Customer Support (23 reviews) - Users find the **reporting features inadequate** , lacking customization and efficiency, which impacts their overall experience. (23 reviews) - Users express frustration with the **limited functionality** of Freshservice, especially regarding account management and complex workflows. (22 reviews) - Feature Issues (20 reviews) - Expensive (19 reviews) ## Freshservice Reviews ### 1. FreshService, the perfect sized ITSM platform for your business **Rating:** 5.0/5.0 stars **Reviewed by:** Mike M. | Information Technology Contractor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2022 **What do you like best about Freshservice?** How everything ties together in a single pane of glass. **What do you dislike about Freshservice?** There are some needed features that need to be added however, support is good at adding your ideas to the production pipeline. **Recommendations to others considering Freshservice:** Just dive in and explore all the settings. Likely if you can think of a way to perform the task you need, then there is a way to set up FreshService to meet this need. **What problems is Freshservice solving and how is that benefiting you?** Tickets not being replied to, SLA's not being met. Tickets languishing in the queue for long periods, FreshService resolved all of that. ### 2. The perfect solution for small to medium sized organization that want to adopt best practice ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Brandt S. | Director of IT, Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2021 **What do you like best about Freshservice?** Freshservice has provided us a solution that allows us to implement an ITSM framework. Our team was new to these concepts but quickly came up to speed with the system. We especially like the ability the system gives us to tailor workflows to our specific needs. **What do you dislike about Freshservice?** There have been occasions where the system did not have a piece of functionality that would have made our processes go from good to great. I do have to say however, Freshservice is continually being enhanced and may things we could not do early on in the implementation we can do now! **What problems is Freshservice solving and how is that benefiting you?** Freshservice has allowed us to implement incident and service request management very quickly. Our existing service management system simply could not automate communications and workflows the way Freshservice does. ### 3. Latrobe City Council review of Fresh Service **Rating:** 4.5/5.0 stars **Reviewed by:** Mal P. | Project Manager Public WiFi Project, Enterprise (> 1000 emp.) **Reviewed Date:** February 08, 2022 **What do you like best about Freshservice?** The knowledge base that allows our staff to access information without IT having to be involved (except for writing the articles). **What do you dislike about Freshservice?** I find it a bit annoying that the editors for different modules have different capabilities. They should all have the same abilities (bullets and numbering, Text formatting, insert pictures). **Recommendations to others considering Freshservice:** Keep developing and standardise things across all the modules. **What problems is Freshservice solving and how is that benefiting you?** Our staff love the service catalog; we need to build more items and advertise to our staff that they are there. ### 4. Treblatec uses Freshservice and it goes perfect i can help you out **Rating:** 5.0/5.0 stars **Reviewed by:** albert m. | Ceo, Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2021 **What do you like best about Freshservice?** what I like the most is the tools that I can have the list on the same day I already have the email ready to start receiving my tickets and with a couple of clicks I have it configured I can support you in the implementation **What do you dislike about Freshservice?** what I don't like is that the jump corporate price however is worth it because its features are impressive **Recommendations to others considering Freshservice:** freshservice is the tool you need if you really want to have the technology area organized but also the entire area requirements of the internet area organization with different services can be administration and finance at maintenance consulting legal advice among others all the requirements that come from the internal part of your organization you can manage them with freshservice assign them to agents assign them to the entire department including the general manager you can measure their performance and ability to work **What problems is Freshservice solving and how is that benefiting you?** I had to answer all the requirements of my clients and they passed over me but buy services remember the requirements converted into types and scales the tasks that I have not done so that they remind me ### 5. Freshservice, 2 years on **Rating:** 4.5/5.0 stars **Reviewed by:** Nic M. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Freshservice?** Freshservcie is a very capable ITSM tool, setup and implementation is very simple and straight forward, they have clearly put a lot of thought into the UI, as it a very clean yep informative interface, not to busy and cluttered, yet on a single screen provides all the necessary information. Covers a very wide scope of IT services and if your looking for a simple yet effective tool, you have tyo give Freshservcei a look. **What do you dislike about Freshservice?** Not much actually does what it needs to do very well. **What problems is Freshservice solving and how is that benefiting you?** We come form to FreshServcie from a very low starting point with little or no tools or work flow. The job logging and tracking was a game-changer for us, and our clients. The ability to log their own job, get updates, add comments etc changed how we engaed, IT Service management was no longer a black hole. When we added Asset Mgt, self service and service requests, our ability to support our clients just grew and grew . ### 6. one of the best ITSM tool I have used **Rating:** 5.0/5.0 stars **Reviewed by:** Balys R. | Cloud Security Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2022 **What do you like best about Freshservice?** The Functionality spectre, new add-on's, plug-in's, preview features show that the product team does develop the tool constantly. **What do you dislike about Freshservice?** I feel that the fuctionality spectre could also be a kryptonaite to the product as the main goal is to have a ITSM tool. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is your main ticketing system, Freschcaller is our main call center tool. The benefits is that the clients can reach us via Fresh tools. ### 7. FreshService is the Leading System for our Organization! **Rating:** 5.0/5.0 stars **Reviewed by:** kyle f. | IT Support Technician II, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** What we like best about FreshService is that the ticketing system is so easy out-of-the-box. The team from FreshService has been so helpful with all of our questions and the implementation of our system setup was easy! The features we like best are the inventory, on-boarding, services, ticket portal, email to ticket que, and much more. Our employees have given great feedback on the ticketing system for the reports since they love to see our data analytics for tickets being closed in a timeley manner. **What do you dislike about Freshservice?** One thing we have noticed that we disliked about FreshService is that the service section has an on-boarding package. But does not have an off-boarding package that is turned into a workflow, which I find strange since they tie together in a way? However, some other little things that we have noticed is that the phone app does not always work sometimes depending on it being Android or ios. But in all the system has been great for what we use day to day and a great program to have in our company. **Recommendations to others considering Freshservice:** If others are considering FreshService please remember the licensing cost is much better to get at FreshService than it is at other companies. FreshService has a great licensing plan that competes with other brands and is the leading system to use for any organization. Our company of 130+ employees love FreshService for submitting tickets and enjoy seeing the number of tickets completed from the IT department. **What problems is Freshservice solving and how is that benefiting you?** We used to have a managed service provider(MSP), and with Freshservice we were able to eliminate our 3rd party vendor to bring a more in-house IT department. This has made the company feel more welcoming with the IT team and to lead a better-organized structure for tickets. Some of the benefits I have realized is that the phone app is so convenient and easy to use on the go for our inventory system I can find computers much easier out on our factory floor. ### 8. Easy asset management service **Rating:** 4.5/5.0 stars **Reviewed by:** Derek V. | Support Development Program, Mid-Market (51-1000 emp.) **Reviewed Date:** December 08, 2021 **What do you like best about Freshservice?** Freshservice is an easily customizable asset management service. We use it in our company to track all computer hardware related assets from iPads, Macbook, servers, etc. **What do you dislike about Freshservice?** I would like to be able to create some parameters easier. So for example created Asset Tags, I'd like to just be able to restrict the way we label those, so no mistypes can be created and therefore harder to track. **Recommendations to others considering Freshservice:** When starting out, make sure to create a asset tag system that is easy to use for your company. **What problems is Freshservice solving and how is that benefiting you?** The biggest problem is just random mistypes during asset entry that can hurt us over the long run in being able to track those assets. Those can pile up in a big company. The benefit is just a great all in one asset tracking service. ### 9. Friendly and flexible **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** The friendly and flexible nature of the product - I was able to configure it with minimal training to meet pretty much all requirements. **What do you dislike about Freshservice?** Not being able to restore from backup or restore to a previous instance if required **Recommendations to others considering Freshservice:** If unsure, you can always take advantage of the trial offer, which is a great feature. **What problems is Freshservice solving and how is that benefiting you?** It was setup for a brand new service desk and was implemented (including requirements gathering, build/configuration, test and training) in less than 3 months and only 26 days of my time. It has met requirements and has received positive feedback from the user community. ### 10. Powerful ITSM Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Umesh K. | Dr Umesh Kamarthi, Mid-Market (51-1000 emp.) **Reviewed Date:** March 22, 2022 **What do you like best about Freshservice?** all possible ways of handling a Ticket - displayed in a single view, easy to share the document and secured links, easy to search a required ticket, and easy to read all thread conversion in a single page ( better than Zendesk) **What do you dislike about Freshservice?** I love all, it's expensive but reaches user expectations and worthy application **What problems is Freshservice solving and how is that benefiting you?** Creating Tickets, and assignments for the individual person, and follow-up till the completion. ### 11. Extremely Simple yet highly advanced ITSM/ESM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Kaustubh J. | Senior Solutions Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Freshservice?** 1. Simplified UI 2. No Scripting/coding required for workflows 3. Centralized admin console - easily configurable platform **What do you dislike about Freshservice?** Nothing specific, any organization looking for ITSM/ESM solution can look into Freshservice as it covers all core functionalities **What problems is Freshservice solving and how is that benefiting you?** My organization uses Freshservice as a centralized support hub for all teams. Any employee who needs help with anything from an IT issue to an Insurance query, payroll query, marketing email campaign, etc. simply raises a ticket using Freshservice today. ### 12. Very Good **Rating:** 5.0/5.0 stars **Reviewed by:** Renato S. | Analista de Infraestrutura, Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** I like the technology and innovations that are brought to the customers **What do you dislike about Freshservice?** The reports part could be simpler and more intuitive; Things work, but we need to do a lot of filters and selections; Make reports and management views simpler and easier to do; **What problems is Freshservice solving and how is that benefiting you?** Currently no problem; ### 13. Fast & Serious **Rating:** 4.0/5.0 stars **Reviewed by:** Antonio O. | CIO, Mid-Market (51-1000 emp.) **Reviewed Date:** February 11, 2022 **What do you like best about Freshservice?** I like the simplicity of the web interface and the excellent user experience **What do you dislike about Freshservice?** It still lacks some functionalities like a better contract and purchase order management. **What problems is Freshservice solving and how is that benefiting you?** It's our organizational ITSM, so all problems, requests, tickets are going through it. ### 14. Best ITIL-based software in cost-benefit **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** the automations for ticket assignment and escalation that can be configured in multiple options. **What do you dislike about Freshservice?** the additional cost for asset management, there are very few assets included with the purchase of licenses. **Recommendations to others considering Freshservice:** It is a very comprehensive tool designed according to ITIL v4, but you need to pay extra to manage assets in quantities greater than 100 units. **What problems is Freshservice solving and how is that benefiting you?** we have fulfilled specific contracts with a government entity and it has helped us avoid penalties ### 15. The first internal Ticket Management tool, not as good as Zendesk though. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** August 29, 2021 **What do you like best about Freshservice?** Since Zendesk is extremely expensive, we went to try out Freshservice. What I like best about Freshservice would be the ability to control workflow at ease. For example, you can create a flow for the ticket to be approved by certain people first before it flows into an inbox. You can do this for knowledgebase article as well. This is something that Zendesk couldn't do. Another feature that I like about Freshservice is its cheaper cost when compared to Zendesk. For the basic functionalities, both Freshservice and Zendesk can do identically the same. However, when it comes to advance feature or user-experience, I believe that Zendesk is better. **What do you dislike about Freshservice?** There are many things that I dislike about Freshservice. Despite being the first internal ticket management tool, agent cannot still rate the customer satisfaction survey. Moreover, the interface for admin is so hard to use. There are so many icons and some icons perform similar functionalities. The Freshservice community is also not as good as Zendesk, the guided articles are hard to understand. It seems that Freshservice is made for IT company and user rather than for the general public. Lastly, I don't like how the knowledgebase feature and analytics feature are combined into the ticket management system. I think a standalone app will allow the features to provide more functionality. For the analytic feature, there are lots of things that cannot be done when compared to Zendesk. Moreover, I think teaching someone how to use it is going to be a pain due to the poor user-experience/interface. **Recommendations to others considering Freshservice:** If you are looking for the basic functionalities of ticket management, knowledgebase, and analytics, go with Freshservice. If you somehow manage to have Zendesk for a cheaper /equivalent price, I'll go with Zendesk. **What problems is Freshservice solving and how is that benefiting you?** We explore Freshservice due to the cheaper cost. But, talking about the functionality, I think it is not as good as Zendesk due to what I mentioned above. But, talking about the basic functionality of ticket management, knowledgebase, and analytics, if you can get a cheaper deal than Zendesk, I would go with Freshservice. Basic functionalities are there, advance functionalities, no. ### 16. Easy to use for requesters and agents **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** I like the ease of use for most of the features. **What do you dislike about Freshservice?** Some obvious things in the system could be improved. For example, when someone is CC'd on a ticket and is not an agent, their reply is documented as a new ticket. **What problems is Freshservice solving and how is that benefiting you?** We are trying to track what types of questions we get asked the most to cater training reads for specific offices. If a particular office is struggling with the same concepts, we can arrange training. ### 17. Saved my sanity **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** I like the notification tones when I get a new ticket so I can immediately address it. I also like that I can have different types of requests go to different groups for better productivity. **What do you dislike about Freshservice?** I don't like how unreliable the email notifications are. Some of the ticket requesters have mentioned getting emails from tickets that they already responded to. Others have not received emails or the emails are delayed. I think the reliability of emails could be improved. I also wish I could customize the auto-response email after a user has submitted the ticket. **Recommendations to others considering Freshservice:** This tool is great as a full-scale ITSM. **What problems is Freshservice solving and how is that benefiting you?** The IT team at my company used Gmail to report IT issues. This has now put all of our tickets in one spot so I'm able to see all open issues in a single UI. It makes me more efficient. Also, with custom statuses, I am able to know where the ticket is in it's lifecycle. It's really improved our ITSM. It also is beneficial that we can link the tickets to FreshRelease. It makes it easy to locate and navigate the FreshRelease work item. The visibility into IT has improved. ### 18. FreshService Helpdesk Software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Higher Education | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Freshservice?** Simplicity and adaptability Encrypted with AES-256-bit standards FS does not have access to our data Uses ITIL Integrates layers and tiers of our IT structure with our customer base Analytics **What do you dislike about Freshservice?** Some fields cannot be adjusted. Would like to be able to rearrange the format/ order of field son tickets pages. **Recommendations to others considering Freshservice:** Have enjoyed using the product and appreciate that it is hosted stateside on Amazon AWS servers. **What problems is Freshservice solving and how is that benefiting you?** Use it for our organization's helpdesk. Great for tracking and keeping up with user's issues. Can link patterns as problems to resolve systemic issues.FreshService is a fantastic way to keep customers informed of progress. ### 19. Easy to setup and use **Rating:** 4.5/5.0 stars **Reviewed by:** Jennifer K. | D, Mid-Market (51-1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** How easy it is to configure to need your needs. **What do you dislike about Freshservice?** Some of the limitations with configuration **What problems is Freshservice solving and how is that benefiting you?** Automating ticket flows, and inventory management ### 20. Excellent Product **Rating:** 5.0/5.0 stars **Reviewed by:** Rosemarie D. | Network Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshservice?** It was very easy to configure right from the start. **What do you dislike about Freshservice?** So far we have not encountered anything we dislike. **What problems is Freshservice solving and how is that benefiting you?** Our deployment has helped the various teams within IT come together to provide better customer service with an easier ticketing system. We have faster resolution of client issues; we can easily collaborate when troubleshooting issues among teams. ### 21. Excellent Help Desk Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Legal Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 10, 2022 **What do you like best about Freshservice?** FreshService has made it much easier for our Help Desk team to manage and search our Help Tickets. **What do you dislike about Freshservice?** Sometimes, FreshService picks the view when I first open up the portal and it's not my preferred view. **What problems is Freshservice solving and how is that benefiting you?** We are able to manage Help Desk tickets more efficiently, as well as view our assets with detailed information. ### 22. Genuine internal helpdesk, but some serious configuration limitations **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Investment Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Freshservice?** I got up and running quickly. I thought I'd get bogged down considering how many features this product has but I was entering tickets within the first fifteen minutes. **What do you dislike about Freshservice?** In some ways the configuration is strangely rigid. The ITIL foundation means that if you don't want to use the established verbiage and workflow you'll find yourself shoehorning your work into one of the modules. **What problems is Freshservice solving and how is that benefiting you?** I solved the biggest problem: entering and managing trouble tickets. The Solutions module allows me to take what I learn from my tickets and add it to an easily accessible knowledge base. ### 23. Wide array of features **Rating:** 4.0/5.0 stars **Reviewed by:** Donald C. | I, Mid-Market (51-1000 emp.) **Reviewed Date:** December 01, 2021 **What do you like best about Freshservice?** The platform is aligned with the ITSM model which is a great benefit for our company. **What do you dislike about Freshservice?** Support can get a bit clumsy and difficult depending on who you talk to. **What problems is Freshservice solving and how is that benefiting you?** Getting all service requests through "ONE" single entry point. Getting a global understanding of the situation at the ITY helpdesk. ### 24. Solid ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Enterprise (> 1000 emp.) **Reviewed Date:** February 03, 2022 **What do you like best about Freshservice?** The workflow automator allows you to automate a multitude of processes. **What do you dislike about Freshservice?** Support for the ITIL/ITSM framework is incomplete. **What problems is Freshservice solving and how is that benefiting you?** In addition to essential helpdesk functions, we use web requests in conjunction with the workflow automator to integrate with other systems. This enables us to have Freshservice perform tasks that formerly required human intervention. ### 25. Easy rollout and great support **Rating:** 4.0/5.0 stars **Reviewed by:** Andy W. | Senior Information Technology Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2021 **What do you like best about Freshservice?** It's an excellent ITSM tool with easy rollout, configure and minimal effort required. **What do you dislike about Freshservice?** The asset tracking functionality is not that extensive and not able to track till user level. **Recommendations to others considering Freshservice:** Easy to set up and configure, with great support. I recommend this platform to anyone who needs to improve efficiency and overall organization that leverage on ITSM framework. **What problems is Freshservice solving and how is that benefiting you?** We need to track the number of incidents raised by the users and it allows me to perform the trending from problem management perspective. ### 26. Freshsservice best friend for ticketing **Rating:** 4.0/5.0 stars **Reviewed by:** Juan P. | T, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** The workflows, the intuitive the system is, and the significant customization possible to make tickets treatment fast **What do you dislike about Freshservice?** Maybe the design of the workflow can be a little bit more clear when setting up the conditions. **Recommendations to others considering Freshservice:** It is an excellent tool to support, has a lot of integrability, and is very flexible **What problems is Freshservice solving and how is that benefiting you?** We control IT, IS, CRO tickets ### 27. The best solution for HelpDesk I've implemented **Rating:** 4.5/5.0 stars **Reviewed by:** Erick V. | Client Technologies Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Freshservice?** The solution is very easy to use. The support team is easily reachable and they are able to solve most of the requirements thru the chat tool, **What do you dislike about Freshservice?** Reports are a little bit complex to use sometimes if you try to personalize them. They are working with the Analytics tools which seems to be more flexible **Recommendations to others considering Freshservice:** Definitely I will recommend this tool. Easy to use, great scope, good for reporting, great for tracking tickets. **What problems is Freshservice solving and how is that benefiting you?** 1. Tickets flow control. We can track the ticket generated by our users 2. Escalations of the tickets is easy for the agents 3. Time resolving has been lowed down since it is easy to monitor the status 4. We can attend faster the most urgent requirements since the tool lets define what will be the most important requirements 5. The reports let you track the agents performance, so we can focus to improve it when it is needed. 6. Time response for the business is becoming faster. ### 28. Awesome new Product for Ticketing **Rating:** 4.5/5.0 stars **Reviewed by:** Utpal D. | Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Freshservice?** The ease of creating and working on Workflows. This also has got good integrations with other tools via API. The FreshService bot is the best part of this product **What do you dislike about Freshservice?** Since this is new product, many of the modules had small bugs in it which should be resolved soon, Also the support team should be a bit more quick and attending, while a user creates an issue ticket on FreshService portal **Recommendations to others considering Freshservice:** Kajal Tanna and Ramesh Raja has been our contact for the FreshService setup and they are very helpful and friendly and are experts in the tool. It has been a great experience with them. **What problems is Freshservice solving and how is that benefiting you?** API integration is the best and this way we were able to connect multiple apps together ### 29. Freshservice Improving Support Speed **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 28, 2021 **What do you like best about Freshservice?** - The possibility to create a service catalog, for each type of service request that I have in my company, - The possibility to customize my support portal, and ticketing system, based on customers, companies, departments, I can set the tool in the way I want, - Asset tracking, I can track, and see each asset in my network, and in my entire company, inventory control, - UI friendly, a robust app store to integrate with a lot of systems, **What do you dislike about Freshservice?** The contract management could be a little bit better, with the possibility to track the contract with reports, The communication with the support, international support is unrealistic about deadlines, ETA's **What problems is Freshservice solving and how is that benefiting you?** With Freshservice I have the ability to skip rework with basic questions about any problem, as I have the ability to create a custom form for each type of problem my customers have ### 30. Freshservice, a complete and efficient ITSM tool **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** Freshservice has great integrations with other third-party applications such as Github and Slack. It also has excellent workflow capabilities and the ability to associate service requests with tickets and tickets with change requests. It makes it efficient to pivot from an incident to a change. **What do you dislike about Freshservice?** The challenge I face is understanding how roles and responsibilities are built out. For example, to have someone create a change request, they need change manager access. This should just be allowed for all agents. **What problems is Freshservice solving and how is that benefiting you?** Implementing a full-fledged ITSM tool with the capabilities of managing projects, incidents, changes and contracts. Being able to create workflows to map between these components has made our ITSM processes more efficient. ### 31. One of the best Service Desk tool for sales **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Enterprise (> 1000 emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Freshservice?** Freshservice is web and mobile-based ITSM ticketing tool to track the customer ticket. The more impressive part of this tool is its superb support service. I experienced while working on SSO integration. Workflow automation is excellent, and any non-technical person by following the documentation, can work on it. **What do you dislike about Freshservice?** Active Directory and SCCM asset, user syncing need more work. The ability to automate between tickets and assets needs to work more to attract more Cost of asset management is little disappointing **What problems is Freshservice solving and how is that benefiting you?** To track the customer's issues Workflow and automation, Incident and Change management ### 32. Freshservice review **Rating:** 4.5/5.0 stars **Reviewed by:** Balachandar D. | Programmer Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** July 08, 2021 **What do you like best about Freshservice?** There are several aspects of Freshservice that I consider my favorites: the ticket structure and categories, inventory access and equipment information, special service requests, and reports. You can use Freshservice's various tools to take care of your business. Additional features are available when other apps are integrated. **What do you dislike about Freshservice?** Other than that, everything is fine. The customer support is exceptional, and solutions are usually available for any problems that arise. **Recommendations to others considering Freshservice:** It's really nice. The application is easy to use and you learn a lot with the tool. **What problems is Freshservice solving and how is that benefiting you?** As for the problem of tracking information via email, we've solved that. Everyone has their own email account, so it's impossible to know who worked on which item. In addition to managing large internal projects, this system helps us manage day-to-day operations. ### 33. easy , smart and good design **Rating:** 5.0/5.0 stars **Reviewed by:** Liam W. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2021 **What do you like best about Freshservice?** AI portion , if I sent mail to helpdesk address , then the tichet will be built automatically **What do you dislike about Freshservice?** the survey take too much of my time , I've got other importatant things to do , another thing is that some bug in this service , like combine 2 disconnected email to 1 ticket , that's bad **Recommendations to others considering Freshservice:** You will love it after you try it **What problems is Freshservice solving and how is that benefiting you?** benefit: easy to assign & trace ### 34. Great app for a user friendly experience in ITSM **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** Freshservice is clearly simple to use, with a nice HMI, and quite useful features. It clearly makes a difference while users don't have to create a ticket, viewing that the answer to their problems is already there. **What do you dislike about Freshservice?** When we have to make complex reports, we find some technical limitations in reportings (custom fields filters, being able to review time spent in different groups for a single ticket) **What problems is Freshservice solving and how is that benefiting you?** Using Freshservice is a good start to create a service catalog for placeholders, create a global knowledge base for our company, and deeply change the way users solve their issues. ### 35. Tool of excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel S. | Líder técnico, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** The entire tool is constantly evolving and fully in compliance with ITIL **What do you dislike about Freshservice?** There is no option for the customer to view the hours that were spent by them inside the platform. **What problems is Freshservice solving and how is that benefiting you?** With automations, we solve the problems of failure in the process of repeated tasks and still value our work with the customer. ### 36. Efficient Ticketing Portal for Project Management **Rating:** 4.5/5.0 stars **Reviewed by:** Nirmesh S. | Network Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2021 **What do you like best about Freshservice?** Freshservice is a very convenient and easy-to-use ticketing tool for your project management. All the tasks within operations/support get easily done through this and all the information for an issue is well captured in the ticketing portal of Freshservice. **What do you dislike about Freshservice?** The mobile application needs to be streamlined and needs a lot of work. It constantly throws my user account and asks for login every other day, which isn't the case in the web browser. The application could be more user-friendly. One might need some time to get a hang of it. **What problems is Freshservice solving and how is that benefiting you?** All the tasks/issues are well documented and all the information of the remediation are stored in the ticketing system. As a result, we can avoid these mishaps in the operations and minimize the downtime of the business environment. ### 37. The best product For ITSM **Rating:** 5.0/5.0 stars **Reviewed by:** Albert M. | General Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 20, 2021 **What do you like best about Freshservice?** simple and easy to use, on cloud, certify by ITIL, it has mobile apps for end users and agents **What do you dislike about Freshservice?** Nothing at all, this is perfect for me and my company **What problems is Freshservice solving and how is that benefiting you?** Give internal support it was easy to set up in just few minutes. ### 38. Good tool for ticketing **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospitality | Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2021 **What do you like best about Freshservice?** There are many options to customize and adapt the software to one’s needs. **What do you dislike about Freshservice?** The customer version of the self-help portal is not very friendly. **What problems is Freshservice solving and how is that benefiting you?** We use this tool to manage internal requests and incidents reports in the company. There is also a possibility to create solutions, but we don't use them as much. ### 39. Easy to use and all sector friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Muhammad Shukri b. | Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** GUI is easy to use and easy to configure **What do you dislike about Freshservice?** need improvement on ITIL Module as lack of option for requester view **What problems is Freshservice solving and how is that benefiting you?** Not only IT department to use but the solution able to cater all kind of depart based on the configuration ### 40. Get sorted with freshservice support **Rating:** 5.0/5.0 stars **Reviewed by:** Krystyna W. | Golbal HR Delivery Director, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2021 **What do you like best about Freshservice?** keeping in touch with my customers via freshdervice was the best decision ever. It’s very easy to create teams and their ticket routes too, accordingly. Not only that we can create separate teams for different tasks we can give them permissions related to their tasks which is very time-saving and easily manageable too. Also, for more or new users I don’t have to pay more. **What do you dislike about Freshservice?** Although API is free it’s not complete. It works really well with companies having small or mediocre business setups but with large scale business companies it’s a bit tough, although management helps you a lot and very quickly with that too. **Recommendations to others considering Freshservice:** it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. T **What problems is Freshservice solving and how is that benefiting you?** it has lots and lots of customization options according to the need and nature of workflow. Its interface is very clean and easily adjustable. The options of assets manager and ticket manager are great. The API is totally free and app itself isn’t very costly. It helps record problems in the IT data base and we can refer to problems very simply by just searching. ### 41. Best Ticketing Ever **Rating:** 5.0/5.0 stars **Reviewed by:** Miguel T. | Cybercrime & Threat Intelligence Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2021 **What do you like best about Freshservice?** easy to use for ticketing and its configuration, all the automations **What do you dislike about Freshservice?** inventory and asset management is somewhat confusing **What problems is Freshservice solving and how is that benefiting you?** We are performing security ticket management. We use many automations to improve ticket management ### 42. A very robust ITSM tool, easily customizable. **Rating:** 4.5/5.0 stars **Reviewed by:** Peter M. | Service Operations Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** I like the ability to plugin additional custom functionalities with ease; the folks at Freshworks are always on hand to offer any technical support required in time. **What do you dislike about Freshservice?** The back-end logic is not readily visible. **What problems is Freshservice solving and how is that benefiting you?** Managing customer issues ### 43. Freshservice - Make IT management very easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2021 **What do you like best about Freshservice?** Best UI, easy to manage my daily tickets, Admin panel, the navigation, and excellent. Using fresh service from last 5 years, being as IT HELPDESK Administrator. **What do you dislike about Freshservice?** User interface is bit outdated now, UI team must work to match the other products. Otherwise, it is perfect. **Recommendations to others considering Freshservice:** Just go with it. **What problems is Freshservice solving and how is that benefiting you?** Managing IT Tickets, asset management, inventory management, deligation of tickets, easy to monitor tickets flow between teams. ### 44. Good Product **Rating:** 5.0/5.0 stars **Reviewed by:** Michael P. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** October 19, 2021 **What do you like best about Freshservice?** Worked for me at the time for Ticketing for my clients. **What do you dislike about Freshservice?** issues with going to my Quickbooks Online but it was many years since i used it. **What problems is Freshservice solving and how is that benefiting you?** it helped keep me keep organized with my client issues ### 45. Very Robust Helpdesk System **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** The onboarding process made bringing on new employees a breeze. Having different ticket queues based on groups makes ticket management easier. **What do you dislike about Freshservice?** The onboarding process does not allow users to be auto-assigned software or hardware when completing the child tickets. **What problems is Freshservice solving and how is that benefiting you?** We cut down the time it took to onboard an employee and made the whole process of doing so more uniform, thanks to the child tickets. ### 46. Quality Product with Great support **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Mental Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** April 23, 2020 **What do you like best about Freshservice?** Support is excellent and very responsive. **What do you dislike about Freshservice?** The built-in reporting could be improved. **Recommendations to others considering Freshservice:** Fully commit to deployment and user adoption/ **What problems is Freshservice solving and how is that benefiting you?** We now have greater insight to the problems our users are facing. ### 47. Best helpdesk software for IT. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Freshservice?** Ease of use, setup, ability to create workflows and customize forms. **What do you dislike about Freshservice?** You can't set up alerts if Freshservice has trouble connecting to the email inbox for tickets. It lost connection to our inbox, and we didn't receive tickets for a whole day until we realized the issue. **What problems is Freshservice solving and how is that benefiting you?** We are categorizing our tickets for meaningful metrics. ### 48. Promising Interface **Rating:** 4.0/5.0 stars **Reviewed by:** Rob R. | Service Desk, Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** Fresh Service has the right idea with providing a ticketing and asset management utility that is relatively simple and accessible. **What do you dislike about Freshservice?** Still some room for improvement, not enough customizability and some UI issues that make viewing information less conducive than it should be. **What problems is Freshservice solving and how is that benefiting you?** The goal is to have a more straightforward ticketing system with better capabilities for data analysis. ### 49. Consistent Great Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2021 **What do you like best about Freshservice?** The prompt response from the support team when I log a ticket, and willingness to go out of their way to make sure my issue is resolved in minutes. The support team is always friendly. **What do you dislike about Freshservice?** None that I have picked up, so far so good. **What problems is Freshservice solving and how is that benefiting you?** We've become more effecient to the business and are more proactive. It was an seamless switch and the people in the busisness like it. ### 50. FreshService as my Ticketing Platform **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Enterprise (> 1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Freshservice?** User Friendly. Very easy to automate and configure the platform **What do you dislike about Freshservice?** Customer Service routes you to KBs before they attempt to handhold you. I would like to jump on a quick call and handle the issue. **What problems is Freshservice solving and how is that benefiting you?** Incidents and Problems throughout my enterprise. I like to use the dashboard so I have a bird's eye view. ## Freshservice Discussions - [What is Freshservice used for?](https://www.g2.com/discussions/what-is-freshservice-used-for) - 3 comments, 1 upvote - [will you have an on premise solution?](https://www.g2.com/discussions/26729-will-you-have-an-on-premise-solution) - 2 comments, 1 upvote - [Can we have access to our database to do some development](https://www.g2.com/discussions/24919-can-we-have-access-to-our-database-to-do-some-development) - 2 comments, 1 upvote - [How has your experience been with Freshservice support?](https://www.g2.com/discussions/how-has-your-experience-been-with-freshservice-support) - 12 comments, 1 upvote - [I would wish to lean more about this amazing software in depth.](https://www.g2.com/discussions/i-would-wish-to-lean-more-about-this-amazing-software-in-depth) - 2 comments, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews?page=10§ion=pricing&secure%5Bexpires_at%5D=2026-07-22+12%3A27%3A02+-0500&secure%5Bsession_id%5D=a6f7510e-157d-463d-a6d4-3ea0fb368f10&secure%5Btoken%5D=7b08a3466f600cdf2cfe8618d7c38d0c6fc7018d5623f74589564221bf5c4f9b&format=llm_user) ## Freshservice Integrations - [ADP Workforce Now](https://www.g2.com/products/adp-workforce-now/reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) - [ClickUp](https://www.g2.com/products/clickup/reviews) - [Device42, A Freshworks Company](https://www.g2.com/products/device42-a-freshworks-company/reviews) - [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [Freshsales](https://www.g2.com/products/freshsales/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) - [Jamf](https://www.g2.com/products/jamf/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [ManageEngine Endpoint Central](https://www.g2.com/products/manageengine-endpoint-central/reviews) - [Microsoft Entra ID](https://www.g2.com/products/microsoft-entra-id/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [PowerShell Studio](https://www.g2.com/products/powershell-studio/reviews) - [Rocketlane](https://www.g2.com/products/rocketlane-corp/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Zoom Phone](https://www.g2.com/products/zoom-zoom-phone/reviews) ## Freshservice Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database **Administration** - Change Management - Asset Management - Reports & Analytics **Monitoring** - Constant Monitoring - Timely Alerts - TIcket Accuracy - AI Monitoring **Asset Inventory** - Hardware Asset Inventory - Software Asset Inventory - Cloud Asset Inventory - Mobile Asset Inventory - Asset Discovery **Generative AI** - AI Text Summarization **Generative AI** - AI Text Generation **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Analysis** - Threat Detection **Service Desk** - Help Desk - Incident Reports - Process Workflow **Management Tools** - Ticket Assignment - Standardization - Lifecycle Visualization **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Generation **Agentic AI - IT Alerting** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Reporting** - Dashboards - Time Tracking - Surveys **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Platform** - Unified Communications Platform - Remote Access - ITIL Policy Compliance - Asset Tracking - IT Knowledge Management **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Agentic AI - IT Asset Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Security** - Endpoint Protection - Patch Management - Disaster Recovery - Service Management - Workflow Management **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Incident Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice **Agentic AI - Enterprise IT Management** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Integration - Reporting - Dashboards **Management** - Central Dashboard - Asset Policy Management - Risk Management - Integrations ## Top Freshservice Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (963 reviews) - [Vivantio](https://www.g2.com/products/vivantio/reviews) - 4.3/5.0 (294 reviews) - [NinjaOne](https://www.g2.com/products/ninjaone/reviews) - 4.7/5.0 (4,635 reviews)