--- 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: '2026-07-19' 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. A great tool for managing customers and sales **Rating:** 4.0/5.0 stars **Reviewed by:** Shiv S M. | Founder, E-Learning, Small-Business (50 or fewer emp.) **Reviewed Date:** December 18, 2024 **What do you like best about Freshservice?** What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats. **What do you dislike about Freshservice?** The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements. **What problems is Freshservice solving and how is that benefiting you?** Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff. ### 2. Simple and clean to use, making our team more productive **Rating:** 4.5/5.0 stars **Reviewed by:** Hamish G. | Enterprise (> 1000 emp.) **Reviewed Date:** September 09, 2024 **What do you like best about Freshservice?** Freshworks has made the way our team work much more streamlined. We previously used very old school methods of incident management, direct emails to team members etc., and we needed to get our way of working sorted. We have been using FreshService for over 2 years now and have found the way it helps us work, and the simplicity especially of that work, has meant that we are simply more productive. I have used many ITSM tools in the past, Remedy, Clarify, HP's ITSM behemoth tool, and all sorts of homebrew solutions, but none comes close to the clean and simple web-based approach of this product. Initial set up and configuration is quick and easy, and ongoing configuration change and user maintenance is straightforward. We can all see exactly what we're doing, ticket portability between workspaces is simple and transparent, and we have no issues. FreshService hss just become a part of the furniture for our Infrastructure team management, and now many other teams, as we are rolling out to the whole business. In time, we are planning to roll out additional features of the product in phases, Change Management being one of the first to be looked at following the initial roll out. **What do you dislike about Freshservice?** Reporting is not as straightforward as it might be, but I'm an Infrastructure chap, and reporting is not one of my BAU responsibilities so perhaps it's not surprising that it has taken some time to get my head around it. **What problems is Freshservice solving and how is that benefiting you?** Incident Management, it's just streamlining our BAU processes and daily work. Change Management and Problem Management are in sight to look at next too. ### 3. Simple to Learn and Use **Rating:** 5.0/5.0 stars **Reviewed by:** Geana H. | Sr Mgr IT Operations and Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 17, 2025 **What do you like best about Freshservice?** With workflows and automation rules, Freshservice takes the manual work out of repetitive tasks! **What do you dislike about Freshservice?** There are a few basic features missing from Analytics. **What problems is Freshservice solving and how is that benefiting you?** We are now automating tasks that used to be very manual and we are continuing to expand those capabilities by leveraging apps in the marketplace. ### 4. An efficient and user-friendly ITSM tool for modern IT management **Rating:** 4.5/5.0 stars **Reviewed by:** Maximilian W. | Microsoft 365 Senior Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 24, 2025 **What do you like best about Freshservice?** Freshservice is incredibly versatile and offers features for almost every need. We use it daily and particularly appreciate how easy it is to integrate existing services and systems thanks to the many available interfaces. Despite the extensive range of features, it remains relatively easy to administer, and the customer support is excellent – fast, competent, and always solution-oriented. **What do you dislike about Freshservice?** A small disadvantage is that the initial setup in more complex scenarios requires a bit more time, as some functions or settings can be somewhat hidden. However, this is more of a one-time effort and does not affect long-term usability. **What problems is Freshservice solving and how is that benefiting you?** Freshworks allows us to centrally capture issues from different companies or departments, process them efficiently, and provide traceable solutions. With the extensive analysis and reporting features, we can identify patterns and proactively introduce improvements. ### 5. Excellent interface, easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** JEFFREY ALBERTO G. | Gestor de Ciberseguridad, Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** asset management and ticket monitoring **What do you dislike about Freshservice?** Sometimes it is complex to find some options, otherwise nothing else. **What problems is Freshservice solving and how is that benefiting you?** Customer issues with the solutions handled by the company, management of internal requests. ### 6. A seamless transition to a well developed ITSM **Rating:** 3.5/5.0 stars **Reviewed by:** Renee S. | Desktop & Network Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshservice?** We enjoy the number of features within FreshService that makes this well-rounded ITSM. **What do you dislike about Freshservice?** The reporting features are not well developed. There are a lot of basic reports that we use to run from our previous help desk system that we are unable to do within FreshService. E.g. report against a contract number to see the associated/linked assets. In some ways, the reporting is overcomplicated. Most of our reports required from management are needed in list/table view and are required to be exported in excel format rather than in the view of widgets and charts. **What problems is Freshservice solving and how is that benefiting you?** Asset discovery/management. By using the Discovery Probe we can now ensure we haven't missed any devices when manually importing them into FreshService. The data captured by the discovery probe such as the last logged in user is also extremely useful when coming up to End Of Lease so that we can view where the device is for easy replacement. ### 7. Best support tool **Rating:** 5.0/5.0 stars **Reviewed by:** Nilesh N. | Manager, Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2024 **What do you like best about Freshservice?** Incident management, asset management, change process, etc **What do you dislike about Freshservice?** as there is no any major point that not up to mark but have some limitation **What problems is Freshservice solving and how is that benefiting you?** Overall IT Support Sollution ### 8. Fresh Service IT Help Desk **Rating:** 5.0/5.0 stars **Reviewed by:** Jose D. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 27, 2025 **What do you like best about Freshservice?** Easy to use. Easy to configure. A ton of features to automation and change management. **What do you dislike about Freshservice?** Not much. Only that I cannot share a live report with non-licensed users. **What problems is Freshservice solving and how is that benefiting you?** Central location to manage all IT requests for all of our team members. Change management log for our primary system. Reporting. ### 9. Freshservice to track and work on service requests **Rating:** 4.0/5.0 stars **Reviewed by:** Avineet A. | Sr. Cloud Architect, Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2024 **What do you like best about Freshservice?** We are using Freshservice to integrate and work on service requests both for internal and external teams and easily track the requests and see that it is being handled by the relevant and right team. **What do you dislike about Freshservice?** The user interface can be more professional as well as ease of integration and wider integration option can be benefiecial. **What problems is Freshservice solving and how is that benefiting you?** We are managing the service request of internal and external teams for things like IT related or non IT related like HR or other employee benefits that may be required from time to time by the employees. This integrates very well with other internal tools we use and becomes very efficient overall for the organization. ### 10. It helps you streamline processes and keep track of assets! **Rating:** 4.5/5.0 stars **Reviewed by:** Tim A. | Senior IT Project Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 27, 2024 **What do you like best about Freshservice?** Its ease of use, straightforward installation, excellent ticket management system, and rock-solid technical support are all features that I appreciate. Both tickets and assets are handled effectively. Our company's efficiency has been greatly enhanced by its customizable features, automated workflows, and ability to integrate with other applications. Any company that uses tickets to track tasks, automate processes, and keep track of assets would benefit greatly from this system's superior ticket monitoring and management capabilities. **What do you dislike about Freshservice?** There should be more regular updates in the areas of change management and reporting, as these are often lacking. **What problems is Freshservice solving and how is that benefiting you?** It facilitates the management of customer service tickets and discussions with the business. It allows us to see what types of issues our customers are having and organize our support team accordingly. Our customer success, sales, and support teams all use the platform. We can track current support requests in real time as they are shared among a group of remote specialists, and we can store historical data that both our customers and internal teams can access. ### 11. I have used it and I like it because I can automate processes when receive new tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Salvador M. | cloud engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Freshservice?** I have used it and I like it because I can automate processes when receive new tickets **What do you dislike about Freshservice?** eveything is goood nothing else that I need to add **What problems is Freshservice solving and how is that benefiting you?** I have used it and I like it because I can automate processes when receive new tickets and I don't have to manually follow up in some cases ### 12. Great automation capabilities **Rating:** 4.5/5.0 stars **Reviewed by:** Eduardo M. | Google Workspace Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Freshservice?** The automation and leverage of auto closing unnecesary tickets **What do you dislike about Freshservice?** It would be great to implement tabs to have several tickets open at the same time and not having to go back and open one by one **What problems is Freshservice solving and how is that benefiting you?** Helping in having the organized ticketing system to work on pour different tasks and marking time for each case taken. ### 13. Flexible and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Lorentz T. | Head of Service Quality Management, Small-Business (50 or fewer emp.) **Reviewed Date:** November 15, 2024 **What do you like best about Freshservice?** Freshservice offers a wide range of functionalities designed to streamline IT operations. This also makes it a good solution for B2B support. It has a user-friendly interface and allows customization without a large use of external consultants. Premium support is very good, with a dedicated team of support, arcitects, product specialists and more available on short notice included in the service. **What do you dislike about Freshservice?** No major downsides, but products B2B functionalty/focus (Portal as an example) need some improvements to get at the same level as the ITSM side. **What problems is Freshservice solving and how is that benefiting you?** Freshservice supports our B2B software support. Usage helps us both to deliver a better service and to ensure that nothing are "lost". ### 14. High level ticketing system **Rating:** 4.0/5.0 stars **Reviewed by:** Xavier T. | IT Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshservice?** FreshService has a friendly UI which allows an easy track of tickers and tasks. In addition, the several services included allows to automate several processes. Also, every times I need support, I get fast answers and in case they cannot give me the service by email, a call takes place. **What do you dislike about Freshservice?** When I did a migration process using the Workspace Organizer, some of the items from one workspace to another where not included to automatically migrate, making me involve lots of time into manual implementation. Also, I was negatively surprised about some FreshService management supposedly to test the differces between IT and Business agents and telling me that only a few differences, and I find out several differences. **What problems is Freshservice solving and how is that benefiting you?** Allows a cetralised way to manage, document and assign tickets opened by our employees, ensuring an effective communication and solving. ### 15. Useful, practical and intuitive **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2025 **What do you like best about Freshservice?** Useful, practical, and intuitive; I can also get performance metrics from the same tool. **What do you dislike about Freshservice?** The technical support process is not clear, they take a long time to give a final resolution and sometimes it is not effective. **What problems is Freshservice solving and how is that benefiting you?** Responding to cybersecurity incidents and monitoring their volume ### 16. Incredible, I'm loving it! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** The division of things, like everything, is well divided and explained, and how ITIL is involved in everything. **What do you dislike about Freshservice?** So far, there has been no disadvantage that I have had with Fresh. **What problems is Freshservice solving and how is that benefiting you?** It is helping me organize my tickets and find quicker solutions for them. ### 17. Streamlined our IT service management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2024 **What do you like best about Freshservice?** - Onboarding and offboarding web forms - Intuitive interface and automated workflows have reduced our resolution times significantly. - A significant leader amoungst there competition - Look a feel is very easy to use. **What do you dislike about Freshservice?** - When requesting for feature, one doesnt hear anything from support after requested. Its as if the request disappears - When asking for support, you are requested to find an available Calendy slot with an engineer, its usually a day later. Makes it difficult if you need support ASAP. **What problems is Freshservice solving and how is that benefiting you?** - Onboarding and offboarding staff. - Change Management - Incident Management - Release Management - Inventory and Software management ### 18. Freshservice the Goats **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Construction | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** I love how easy it is to manage tickets and to claim and organize them into groups. **What do you dislike about Freshservice?** Wish some things were easier to find other than that is perfect. **What problems is Freshservice solving and how is that benefiting you?** Its solving the issues of too many tickets and no way to organize them. ### 19. Excellent tool for our client and the company **Rating:** 4.5/5.0 stars **Reviewed by:** Rogny R. | Purchase Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** We can solve ticket issues faster and collect more information. This allows us to measure the quality of our services. **What do you dislike about Freshservice?** I would like it to be easier to remove data from the tool. **What problems is Freshservice solving and how is that benefiting you?** Fast ticket handling and centralized information management ### 20. Freshservice change how i handle my IT department **Rating:** 4.0/5.0 stars **Reviewed by:** Peter L. | Senior Call Center Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2025 **What do you like best about Freshservice?** ease of implementation and quick adaptation. **What do you dislike about Freshservice?** can be a little cheaper in price for per user per month. **What problems is Freshservice solving and how is that benefiting you?** Ticket Reply and asset management ### 21. Very easy applications **Rating:** 5.0/5.0 stars **Reviewed by:** Willians Jose O. | Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** March 20, 2025 **What do you like best about Freshservice?** It's a great way to work with tickets. Just use it. **What do you dislike about Freshservice?** The response time in some modules is very slow. **What problems is Freshservice solving and how is that benefiting you?** Personal incoming, issues with hardware, and more. ### 22. Overwhelming **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2025 **What do you like best about Freshservice?** Faster queue service, Friendly environment not just us users but for the clients too. **What do you dislike about Freshservice?** None at the moment since the tools is very overwhelming. **What problems is Freshservice solving and how is that benefiting you?** The submitted cases is no longer limited than the previous tool. ### 23. Does What t Says **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Real Estate | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2025 **What do you like best about Freshservice?** The time to implement and easy of getting up and running. **What do you dislike about Freshservice?** nothing, so far all has been good with the system **What problems is Freshservice solving and how is that benefiting you?** the automated responses to low level incidents has freed up time. ### 24. Very good Help Desk platform **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) **Reviewed Date:** May 21, 2025 **What do you like best about Freshservice?** Easy to configure and implement new needs for our company and for the companies that we support. **What do you dislike about Freshservice?** Nothing, everything was good untill now. **What problems is Freshservice solving and how is that benefiting you?** Fresh Service solves the ticket management and SLA ### 25. Positive so far **Rating:** 4.0/5.0 stars **Reviewed by:** Noel L. | Service Delivery Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 31, 2025 **What do you like best about Freshservice?** Reporting is automated which helps me and the team **What do you dislike about Freshservice?** New system for team and need to get used to it **What problems is Freshservice solving and how is that benefiting you?** Automation and ticket management ### 26. robust tool for IT **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2024 **What do you like best about Freshservice?** I like Freshservice’s intuitive interface because it makes navigating and managing IT tasks straightforward. Its user-friendly design streamlines ticketing, automates repetitive tasks, and provides clear visibility into service performance, making it easier to handle IT issues efficiently. **What do you dislike about Freshservice?** One of the main drawbacks of Freshservice is its limited customization options compared to some other IT service management tools. While it offers a range of features, there are constraints on how extensively users can tailor certain elements to meet very specific organizational needs. For instance, while you can create custom fields and modify workflows, there might be limitations in adapting certain aspects of the interface or functionality as flexibly as you might with other platforms. **What problems is Freshservice solving and how is that benefiting you?** Freshservice solves the problem of managing IT issues by centralizing ticketing, automating routine tasks, and improving team collaboration. It benefits users by streamlining workflows, reducing manual effort, and enhancing service efficiency, leading to faster issue resolution and better overall productivity. ### 27. Doesn't handle large businesses, missing lots of simple features and efficiencies **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Mining & Metals | Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2024 **What do you like best about Freshservice?** Interface is simple and easy for users to work with. Has lots of features such as tickets, tasks, change management... Can be customized, a little. **What do you dislike about Freshservice?** The features don't flow together - ie you can't get a list or a page that shows all your tickets and tasks in a single view, as they're all separate modules. Compared to other tools, many features and links are hidden down behind hamburger menus, instead of being buttons on the screen - lots of extra clicks. Bad UX/UI for agent screens - other tools fit the content on the screen, but FreshService requires lots of scrolling and clicking **What problems is Freshservice solving and how is that benefiting you?** It's trying to be a service desk ticketing tool, as well as one that flows on to change management and task management. It does handle all these features for us - it works fine for people that only need to use 1 of these features (eg service desk doing incident management, end users raising tickets, ...) however for people that need to operate on multiple features, or for power users, it's poorly designed and inefficient. ### 28. Nice supercharged support system **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2025 **What do you like best about Freshservice?** It is highly customizable, to adapt to any type of company. Automations are great and help you keep customers informed and happy. **What do you dislike about Freshservice?** Maybe the excess of capabilities can be overwhelming, but once everything is set up properly all works like a charm. **What problems is Freshservice solving and how is that benefiting you?** Have incidents and ticket categorized properly without effort or manual interactions ### 29. Freshservice **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** March 31, 2025 **What do you like best about Freshservice?** Can support multiple clients under MSP mode **What do you dislike about Freshservice?** The fact that we lose Departments when switching over to MSP. **What problems is Freshservice solving and how is that benefiting you?** Single point of contact for end users. ### 30. Easy onboarding system **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consulting | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2025 **What do you like best about Freshservice?** easy to understand, and implementation with in 2 months **What do you dislike about Freshservice?** User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync **What problems is Freshservice solving and how is that benefiting you?** better ticketing system and automation ### 31. Solid Performance with great Quality of life updates **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Freshservice?** Freshservice's Key Strength: Seamless Ticket Integration with Freshdesk for Streamlined Cross-Department Communication and Effortless Service Catalog Setup. **What do you dislike about Freshservice?** Recent Platform Changes Led to Frustrating Instance Reset: Transition Process Could Have Been Smoother **What problems is Freshservice solving and how is that benefiting you?** Remove email communication between Sales and backoffice. Give agents responsibility and enable us to manage support Operations level agreemement. ### 32. A great Ticketing System that provides much more! **Rating:** 4.5/5.0 stars **Reviewed by:** Briana C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Freshservice?** I like that it offers more than just ticketing. We are currently using it to track projects, changes, on/offboarding, and more. It is very easy to use and easy to learn for first time ticketing system users. We have only been using it less than a year but we have been able to learn to use it very quickly and the staff at Freshservice are very helpful! The analytics tracking it provides has also alloweed us to improve our departments performance goals. **What do you dislike about Freshservice?** I do not dislike anything about the product so far. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has provided ticket tracking, resolution tracking and also analytics tracking for our helpdesk. We are now able to prove the amount of incidents we are getting on a daily basis. ### 33. Perfect IT Sollution **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Enterprise (> 1000 emp.) **Reviewed Date:** August 17, 2024 **What do you like best about Freshservice?** The fresh service toll is helpfull for the day to day desk management, the scheduler feature is awesome where we can set the auto creation of service request to perfom certain task. change manement incuding the CAB **What do you dislike about Freshservice?** none of the limition as of now, it covers all the requirement what we need, **What problems is Freshservice solving and how is that benefiting you?** Fresh Service helping our service request flow very smooth for the operation, we are using the change management module for the changes it may cover all the part that require for the process, we can very well define the priority, criticality as well as CAB. asset managment module is also very usefull to keep proper track of assets ### 34. Not Good for Smaller Customers **Rating:** 3.0/5.0 stars **Reviewed by:** Steve K. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Freshservice?** Nice integration between Ticketing & Asset Management. Automation of ticket classification works well. Relatively easy to set up and get going. We use it daily. **What do you dislike about Freshservice?** Customer service is not great. When we discovered that our data resided in the USA instead of AUS, we asked to have it migrated. They wanted to charge us $3000 USD to do it. When we asked for that to be waived as they never advised us & gave the option to migrate when the AUS data centre opened, they said they'd need to get higher approval. After 8mths and several follow ups, we're still waiting for them to make a decision. If you are a small customer, just hope that you don't need them to make a decision about something. **What problems is Freshservice solving and how is that benefiting you?** Record keeping for incidents & service requests. Asset management. Onboarding & Offboarding workflow. ### 35. Easy to use with good level of customisation **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin Z. | Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2024 **What do you like best about Freshservice?** Good product support and continuous monthly feature updates **What do you dislike about Freshservice?** Some open action items still haven't been implemented. Steep learning curve for integration with other products. **What problems is Freshservice solving and how is that benefiting you?** IT Asset management; It has helped us understand underlying service issues with some of our devices to that we can make better decisions when procuring replacements. ### 36. Good ITSM with a subpar documentation management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 21, 2024 **What do you like best about Freshservice?** Freshservice is a nice ITSM and ITAM. Good midrange software between GLPI (ITSM) plus Snipe-IT (ITAM) and ServiceNow. It was easy to implement. The automation is powerful. The asset management is simplified by the agent. Most of the time, you can do everything with the built in tools. The are useful addins. The best ones are created by Freshworks and Effy **What do you dislike about Freshservice?** However, it's important to note that the Freshservice documentation is currently in an open beta phase. The lack of important features such as Backup and restore, versioning, file and picture management, advanced formatting, language management, etc. make it unusable. We've lost countless hours of work because the solution pages disappeared. **What problems is Freshservice solving and how is that benefiting you?** Freshservice has professionalized the service desk by standardizing processes, promoting transparency, and enhancing communication. Its robust features and automation capabilities have transformed the way service requests are managed, leading to improved efficiency, reduced errors, and a more consistent user experience. This has elevated the level of service provided, contributing to increased user satisfaction and trust in the IT department. ### 37. An everchanging but simple service **Rating:** 4.5/5.0 stars **Reviewed by:** Harry B. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2024 **What do you like best about Freshservice?** I have found that the workflow automations have made implementing changes alongside the Sandbox environment has been greatly beneficial in managing our customers. I use these all of the time as our business develops. When there are issues I have found that support has been quick to assist me in my issues. The platform is very simple to use for users even from a non technical standpoint. **What do you dislike about Freshservice?** We do have issues with integrations at points and have found that integrations created with Partners can be fragile. I wish that the Home page designer was also more developed with more options for personalisation. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is helping us manage our customers and engage with them in timely and effective manners. ### 38. Tons of features for a reasonable cost **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2024 **What do you like best about Freshservice?** We moved to FreshServiced in 2019 and have been happy with our choice. I manage the IT department of a 200 person professional service firm. I have a background in the MSP space and liked the features in competing products like ConnectWise, but that was far too expensive for a small, internal IT team. We looked at several other solutions and were most impressed by FreshService because it was easy to setup and get started. We use it for helpdesk tickets, IT knowledge base (we have a user facing knowledge base and also a second one that's just for the IT department), and tracking harware assets. One of the best things about FreshService is that it's incredibly flexible and we can modify and customize it easily without needing to be able to write code. There are also easy automations we've been able to setup for onbarding and offboarding users, setting up computers in a consistent fashion, etc. We've also been impressed by how many new features get added to FreshService. The product has had a lot of improvements and added features over the five years we've used it (and most of them were added into our existing license so we didn't need to purchase new or higher level pricing). They also keep adding third party integrations to the product. Some of those are free, some might require buying add-ins from FreshService or other vendors. But overall, I feel like this is a product that is constantly evolving and adding new features, so I don't feel like I'm "stuck" with the same product I bought five years ago. My team and I use it everyday and it's become an indispensable tool for us. We havent needed help from suport that often, but we've found their support to be good. **What do you dislike about Freshservice?** In general, we're very satisified. Sometimes, some of the online documentation seems like it mght be a bit out of date, but, I think that also might be because the product changes quickly and sometimes the documentation doesn't seem to keep up. But I can generally find the online help I need, but it might require a bit of digging. **What problems is Freshservice solving and how is that benefiting you?** We've been able to track our help desk much more efficiently. It's helped us improve our respnse times and the consistency of our service delivery. It also has been very valuable for tracking physical hardware assets and helping us build and easy to use user facing Knowledge Base that shows users solutions for isuses they might have. This is really useful for issues that occur outside of business hours and oftnen it helps users solve their own issues. ### 39. Simple and User-friendly Tool for Self Service **Rating:** 5.0/5.0 stars **Reviewed by:** Dev P. | engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2024 **What do you like best about Freshservice?** Fresh Service is very simple and very user freindly for the end user as well as the administrators **What do you dislike about Freshservice?** the default admin profiles need to more based on the real requirements **What problems is Freshservice solving and how is that benefiting you?** Fresh service is used for self service tool for the ned user if they have any request with the perticuler departments, it contain the asset managment, change managment, incident management etc ### 40. Best in solving the issue with the tickets **Rating:** 5.0/5.0 stars **Reviewed by:** Priyanshu P. | Project engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 08, 2025 **What do you like best about Freshservice?** Search according to the tickets. customer support is good **What do you dislike about Freshservice?** All features are good but the access parts should me more smooth **What problems is Freshservice solving and how is that benefiting you?** Solving the issue of software via ticket ### 41. A great platform for ITSM **Rating:** 4.0/5.0 stars **Reviewed by:** Eric S. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 02, 2024 **What do you like best about Freshservice?** The possibility of associating assets, incidents, problems, changes and managing it all. Now with workspaces, more company departments are working with service desks. There is a learning curve to understand freshservice, but it is very easy to use and we use it daily in our work routines. The possibility of carrying out API actions internally and externally is very versatile. Support always responds very quickly. **What do you dislike about Freshservice?** Some parts of the software take longer to update, causing some problems when configuring the software. For example, there is the possibility of creating custom objects, but it is not possible to use them in all forms. **What problems is Freshservice solving and how is that benefiting you?** With freshservice we can manage IT incidents and the project team can manage demands efficiently. The actuarial and HR departments also use service management ### 42. It gets the job done **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2024 **What do you like best about Freshservice?** It will get the job done. It is easy to use, easy to customize, and the user interface is simple and intuitive. **What do you dislike about Freshservice?** The support is so so. Also you cant set complicated automations, and sometimes the organization can get a bit clunky if you are trying filter for very granular details. **What problems is Freshservice solving and how is that benefiting you?** Creates simple single pane of glass to manage all IT requests. ### 43. Great tool with extraordinary support! **Rating:** 5.0/5.0 stars **Reviewed by:** Michail P. | Group Head of Information Technology, Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshservice?** Great tool as a ticketing system. It has some very usefull workflows like onboarding, offboarding and asset management. **What do you dislike about Freshservice?** The site information and configuration instructions need updates to reflect to the current Freshservice environment. **What problems is Freshservice solving and how is that benefiting you?** Automating the onboarding and offboarding process, incident and request management ### 44. Easy to integrate. covers most ITSM needs. **Rating:** 4.5/5.0 stars **Reviewed by:** Yaniv H. | Senior Systems Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2024 **What do you like best about Freshservice?** Easy to use, implement, and integrate. covers most ITSM needs. Support is OK. Out business uses Freshservice very frequently for tickets and automation. **What do you dislike about Freshservice?** Lack of some features. Support is always very responsive but sometimes resolves issues too quickly. **What problems is Freshservice solving and how is that benefiting you?** Freshservice provides the It agents great visabilty into active tickets. The canned responses is a great feature to speed responses. We also use Freshservice workflows heavily to update out HRIS and ITAM (we do not use the built-in ITAM) ### 45. Great website service packages **Rating:** 5.0/5.0 stars **Reviewed by:** Sara P. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Freshservice?** There were many choices for the website services I was searching for, but Freshservice had a comprehensive list with a great platform that was easy for me and my colleagues to use. The daily and weekly dashboard notifications were helpful so that I could focus on important tasks without watching or waiting. Customer support was also quick and helpful. **What do you dislike about Freshservice?** I have not had any issues with Freshservice. The only thing I was disappointed about was the suspension of support for free accounts. **What problems is Freshservice solving and how is that benefiting you?** Alerting when websites are down or there are sustained outages, which we can report to our hosting service. ### 46. Frendly **Rating:** 5.0/5.0 stars **Reviewed by:** gadam l. | system admin, Mid-Market (51-1000 emp.) **Reviewed Date:** September 11, 2024 **What do you like best about Freshservice?** Multilevel use platform help full IT support **What do you dislike about Freshservice?** we need to auto mation of changing host in work group system **What problems is Freshservice solving and how is that benefiting you?** Like if any one facing any issue in intrnal we create rule ticket need to genrate . ### 47. The best helpdesk out there! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 12, 2024 **What do you like best about Freshservice?** Freshservice has been a lifesaver for our helpdesk and asset management. Freshservice has a wide range of features to use with a whole bunch of automation abilities as well. It easily integrated into our M365 tenant as well. **What do you dislike about Freshservice?** It is a little complicated to learn, but the guides provided and the customer support has been excellent. **What problems is Freshservice solving and how is that benefiting you?** It provides multiple ways for our users to get in contact with the helpdesk. ### 48. Ticket and asset manage **Rating:** 5.0/5.0 stars **Reviewed by:** Birender S. | Assistant manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 30, 2024 **What do you like best about Freshservice?** It make task easy to raise ticket and amanage the asset and easy to implement and support is best **What do you dislike about Freshservice?** reporing is not good, need to make some improment **What problems is Freshservice solving and how is that benefiting you?** fresh service is making our task easy and we can manage our asset ### 49. Perfect solution for Support Davison **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 18, 2024 **What do you like best about Freshservice?** the freshdesk tool is having too many thing in place is just like pack of all sollution at single stop, the incedent, service request, change riase, automator, as well collabration beetween many apps and services **What do you dislike about Freshservice?** there are some module wich can be improved like asset management and admin predifiend roles **What problems is Freshservice solving and how is that benefiting you?** I used it to solve the onboarding and offboarding for the employee mainly, other then that helping on change management and automation on service request ### 50. Awesome Support Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consulting | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2024 **What do you like best about Freshservice?** Its very good tool with all the required modules helpfull in day to day activities, incluing service request, incedent management, asset request, asset management, change process, approval process, scheduler, canned responses, and many other things in one place **What do you dislike about Freshservice?** as of now i can not dis like any thing about fresh services, fresh services can epand the feature like advance scheduler etc **What problems is Freshservice solving and how is that benefiting you?** helpdesk tool for internal incidents, process management, change management, onboarding offboarding requests etc ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-19+02%3A38%3A05+-0500&secure%5Bsession_id%5D=2848b03b-ca41-406e-8c23-7032bbbbf720&secure%5Btoken%5D=18763d6d8f1c29715f84a274d0d90d916515c20f5cb9e8c912bee5b29740894f&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 (4,536 reviews)