--- title: Freshservice Reviews meta_title: 'Freshservice Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 1339 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: 1339 scale: '5' date_modified: '2026-07-17' 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:** 1,339 ## 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. Powerful Ticketing, SLAs, Automations, and Analytics That Boost Agent Organization **Rating:** 4.0/5.0 stars **Reviewed by:** Davi A. | Freshworks Tools Agent / App Developer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshservice?** Ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. It could be a little faster on the loading times, but the functionality makes up for it. Pricing can be steep the more agents onboard, but the support and Ai tools offered can be a plus if needed. API endpoint integrations also helps, along with the client portal allowing code customization for better visuals. **What do you dislike about Freshservice?** It could be a little faster on the loading times for pages/modules Pricing can be steep the more agents onboard, also for Ai tools. Analitycs module can be VERY lacking in customizations sometimes, compared to Power BI for example. Visuals can be cluttered sometimes. **What problems is Freshservice solving and how is that benefiting you?** Ticket creation, ticket categories, Service Request, SLAs, Automator Flow, Analytics/Dashboard module, among others, greatly helped for greater agent organization, time management and Admin monitoring. ### 2. Clean, Fast ITSM with Seamless Integrations and Big ROI from Freddy AI **Rating:** 5.0/5.0 stars **Reviewed by:** Angelique C. | Innovation/Technical Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 16, 2026 **What do you like best about Freshservice?** Honestly, it’s how well everything ties together without making the platform feel heavy or bloated. The UI/UX is incredibly clean and intuitive; unlike other clunky ITSM tools, our agents actually enjoy using the dashboard because it’s so easy to navigate. Onboarding was also surprisingly smooth—our implementation manager walked us through the initial setup, and their support team was super responsive whenever we hit a snag. Once we got going, the performance proved to be fast and snappy, and the pre-built integrations with Slack and Microsoft Teams worked right out of the box. But what really blew me away was the ROI we got from Freddy AI. We use the ticket summarizer and the auto-triage daily, and it has cut down our average handling times significantly. Instead of having agents waste time reading massive ticket threads or manually routing issues, the AI handles the prep work. For the price point, the efficiency we’ve gained makes the return on investment a no-brainer for our team. **What do you dislike about Freshservice?** The main drawback is how some of the coolest features—especially the advanced Freddy AI capabilities—are gated behind the higher-tier enterprise plans or require paid add-ons. When you are on a budget, seeing those features locked can be a bit frustrating. However, once we actually crunched the numbers and saw how much manual work the base automation tools were already saving us, the ROI made upgrading a much easier pill to swallow. You definitely get what you pay for, even if I wish some of those advanced bells and whistles were included from day one. **What problems is Freshservice solving and how is that benefiting you?** We in our company constantly drowning in repetitive, manual tasks—things like routing simple password reset tickets, manually chasing down approvals for software requests, and walking employees through basic troubleshooting steps. It kept our team locked in reactive mode instead of working on actual high-priority projects. Freshservice solved this by taking the busywork off our plates. The combination of self-service portal suggestions and automated workflow routing means that a huge chunk of standard requests now get handled instantly without an agent even touching them. It’s freed up our bandwidth, cut our overall resolution times down significantly, and spared us from the daily burnout of answering the exact same simple questions over and over. ### 3. Strong visibility and control, but takes effort to get it right **Rating:** 4.5/5.0 stars **Reviewed by:** Brooks A. | Chief Risk Officer, Financial Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Freshservice?** I’ve been using Freshservice for a while now in a risk and compliance-heavy lending environment, and the biggest win for me is visibility. We manage a mix of internal service requests, incident tracking, and asset oversight, and having everything tied together in one system makes a real difference. The CMDB is actually useful once it’s set up properly—it helps us understand downstream impact when something breaks, which matters a lot when you’re thinking about operational risk. I also like how structured the incident and change management workflows are. There’s enough flexibility to map them to how we operate without feeling like we’re forcing our process into a rigid tool. The automation side, especially with Freddy AI, is helpful for handling repetitive tickets and routing requests. It’s not perfect, but it cuts down manual effort and response time in a noticeable way. **What do you dislike about Freshservice?** Setup and initial configuration took more time than expected. Out of the box, it’s clean, but not fully aligned with how a financial services operation runs, especially with compliance layers involved. We had to spend a fair amount of time customizing workflows, permissions, and data structures to make it fit. **What problems is Freshservice solving and how is that benefiting you?** For us, the main problem was fragmented visibility across systems and inconsistent handling of service requests. Before Freshservice, different teams were using separate tools or even manual processes, which made it harder to track issues, assess risk impact, and maintain audit readiness. Now we have a more centralized view of incidents, assets, and service activity. That directly supports better risk oversight because we can trace issues back to systems, understand dependencies, and respond faster when something goes wrong. It also helps from a compliance standpoint since we have clearer records and more consistent workflows. ### 4. Freshservice Centralizes Requests, Assets, and Workflows with Useful Automation **Rating:** 4.0/5.0 stars **Reviewed by:** Carter B. | CEO and Founder, Financial Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Freshservice?** What stood out to me with Freshservice is how it pulls multiple moving parts into one place. Before this, we were juggling different tools for service requests, asset tracking, and internal workflows, which created gaps in visibility. Freshservice made it easier to centralize everything, especially with incident and change management. The interface is fairly clean and doesn’t feel overwhelming once you get used to it. I also found the automation side genuinely useful. Setting up workflows for recurring requests reduced a lot of manual back-and-forth between teams. Freddy AI is helpful in small ways like suggesting responses or categorizing tickets but I see it more as an assistant than something transformative. Integration-wise, we connected it with a few internal systems and didn’t run into major blockers, which made adoption smoother than expected. **What do you dislike about Freshservice?** The initial setup wasn’t as straightforward as I hoped. Getting the CMDB structured in a way that actually reflects real-world dependencies took time and some trial and error. If you don’t invest that effort early, the value drops quickly. **What problems is Freshservice solving and how is that benefiting you?** From my perspective leading operations and portfolio companies, the biggest issue was lack of visibility and consistency across internal service processes. Different teams handled requests differently, which made it harder to scale operations cleanly. Freshservice helped standardize how requests, incidents, and changes are handled across the organization. That consistency alone has reduced confusion and improved response times. It also gives better insight into where bottlenecks exist, which is valuable when you're trying to optimize processes across multiple teams or companies. ### 5. Complete ITSM and ESM platform with excellent usability, governance, and productivity gain **Rating:** 4.5/5.0 stars **Reviewed by:** Leandro A. | IT Leader, Enterprise (> 1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** 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. **What do you dislike about Freshservice?** 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. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has been generating a lot of value for all areas of the company, and we are advancing in integrations and automations to further increase employee productivity and satisfaction. ### 6. A Reliable and Intuitive Hub for Google Workspace Support **Rating:** 5.0/5.0 stars **Reviewed by:** Harshid N. | Business Solutions Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2023 **What do you like best about Freshservice?** 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. **What do you dislike about Freshservice?** 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. **What problems is Freshservice solving and how is that benefiting you?** Freshservice solves the problem of ticket chaos and manual overhead. Before, it was difficult to track who was handling which Google Workspace request. Now, with auto-assignment, tickets are instantly routed to the right agent, and canned responses allow us to resolve common issues in seconds. This has benefited me by significantly reducing my manual workload and allowing me to maintain a high resolution rate without feeling overwhelmed. ### 7. Effortless IT Support with Intuitive UI **Rating:** 4.5/5.0 stars **Reviewed by:** Niña Ashley Mae G. | Project Manager, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** July 15, 2026 **What do you like best about Freshservice?** I like Freshservice because it is very easy to use and the ticketing system is very straightforward, which means there's no learning curve for my team. The user interface makes it simple for us to get started without extensive training and reduces confusion, ensuring that no request gets overlooked. Setting it up was really easy for us, which I really appreciated. **What do you dislike about Freshservice?** Maybe I can say is that it could improve on the reporting and analytics side. Some advanced reports and customizations can require some efforts to set up and cannot be done that easily by a new user. **What problems is Freshservice solving and how is that benefiting you?** I use Freshservice to organize IT support requests, making sure no request is missed. It's easy to use, reducing confusion without extensive training. The straightforward ticketing system ensures a smooth workflow. ### 8. Transformed Our Management with Integration and Flexibility **Rating:** 4.5/5.0 stars **Reviewed by:** Lucas R. | Analista II, Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2026 **What do you like best about Freshservice?** Currently, we are using Freshservice for comprehensive management of our environment, which includes business areas such as HR and Marketing. The main advantage is that we can now centralize information that was previously segregated across various portals. I really like the ease of integrating other tools into it and the flexibility it offers. Additionally, Freshservice helps us automate tasks that were previously manual, such as the automatic creation of users. We also managed to integrate it with SCCM for automatic software installation via PowerShell orchestration. The initial implementation was quite easy, done by a partner vendor. **What do you dislike about Freshservice?** The ticket routing that currently cannot be configured within the catalog, which forces us to create it via flow automation. Within the catalog item, there should be a field for me to define the group that the ticket will open in that catalog. **What problems is Freshservice solving and how is that benefiting you?** Freshservice solves our problem of centralizing information. Now, everything is in the service center. With it, we automate previously manual tasks, such as the automatic creation of users. ### 9. Essential for IT Management with Strong Integrations **Rating:** 4.5/5.0 stars **Reviewed by:** Ricardo B. | Coordenador de TI, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2026 **What do you like best about Freshservice?** I like Freshservice because of the incident management and handling, especially when used together with Fred. It also helps a lot with the API integrations that we have implemented. The change management part is very good, and that is something that really stands out for us. The initial setup was smooth and easy with the help of Bravo, and then our support team took over. I also find the Freshservice app part very good in terms of integrations. **What do you dislike about Freshservice?** What could be improved is related to the CMDB, where there used to be a way of not costing non-manageable items, and now I already use this cost for non-manageable items. So, one point that could have this type of improvement is related to CMDB licenses. **What problems is Freshservice solving and how is that benefiting you?** Freshservice helps me with integrations via API, facilitating the management of incidents and changes in an integrated manner. ### 10. Less friction, better context, faster resolutions **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Newspapers | Enterprise (> 1000 emp.) **Reviewed Date:** May 12, 2026 **What do you like best about Freshservice?** What I appreciate most about Freshservice is how little friction it puts between me and the work. The agent interface is clean and intuitive, search returns what I'm actually looking for, and integrated asset management gives me real context on every ticket. Workflows, approvals, and the service catalog are easy to build and maintain, and reporting answers my questions out of the box without forcing me to fight the query builder. **What do you dislike about Freshservice?** My biggest frustration with Freshservice is around integrations and sync behavior with external systems. The Jamf connector, for example, is additive-only and doesn't propagate deletions, so stale records accumulate and require periodic manual cleanup to keep inventory accurate. Beyond that, some of the deeper customization and reporting capabilities feel constrained at this tier, occasionally forcing workarounds rather than clean solutions. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has consolidated our ticketing, asset management, and service catalog into one platform, which has eliminated a lot of the context-switching and manual reconciliation we used to deal with. Tickets now carry the full picture of the requester and their hardware, which speeds up troubleshooting and reduces back-and-forth. Workflow automation handles routine approvals and routing that used to require manual triage, freeing up agent time for higher-value work. The cleaner agent experience and usable reporting have also made it easier to measure where we're spending time and where we can improve, so the benefit isn't just faster resolutions but better visibility into the service we're delivering. ## 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/freshservice-review-4162011?section=pricing&secure%5Bexpires_at%5D=2026-07-18+03%3A11%3A15+-0500&secure%5Bsession_id%5D=12ba888e-2cdf-40e7-8196-19b340bade91&secure%5Btoken%5D=649b57ced5c6d2ad834637c8d6fac820abb56a843ae82900d2f3103191b27568&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 (4,493 reviews)