# 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:** 1,335 ## 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 appreciate the **ease of use** of Freshservice, finding it intuitive and effective for managing requests and tickets. (229 reviews) - Users value the **simple, user-friendly interface** alongside a wide array of features that meet diverse needs. (116 reviews) - Users appreciate the **automation features** of Freshservice, which enhance efficiency and simplify ticket management significantly. (101 reviews) - Users appreciate the **variety of options for organizing tickets** , enhancing efficiency and streamlining their workflow. (101 reviews) - Users appreciate the **intuitive ticket management** of Freshservice, noting its simplicity and effective integration with other features. (92 reviews) - User Interface (83 reviews) - Intuitive (80 reviews) - Efficiency (74 reviews) - Users value the **seamless integrations** of Freshservice, enhancing operational efficiency and simplifying workflows significantly. (70 reviews) - Users value the **responsive customer support** of Freshservice, appreciating its helpfulness and effectiveness in resolving issues. (67 reviews) **What users dislike:** - Users are frustrated by the **missing features** in Freshservice, particularly regarding search functions and reporting tools. (83 reviews) - Users find the **limited features** of Freshservice hinder functionality, particularly in reporting and project management tasks. (56 reviews) - Users find **limited customization** options in Freshservice, impacting flexibility to adapt the system to their needs. (47 reviews) - Users find the **learning curve steep** , struggling with complex configurations and unintuitive reporting features. (45 reviews) - Users face **ticketing issues** with Freshservice, finding export and filtering features frustratingly complex and unintuitive. (44 reviews) - Users express frustration with the **limited functionality** of Freshservice, especially regarding account management and complex workflows. (38 reviews) - Users find the **reporting features inadequate** , lacking customization and efficiency, which impacts their overall experience. (30 reviews) - Poor Customer Support (29 reviews) - Expensive (27 reviews) - Feature Issues (27 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. 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. ### 3. 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. ### 4. 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. ### 5. 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. ### 6. 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. ### 7. 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. ### 8. 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. ### 9. Solid ITIL-aligned platform that brought much-needed structure to our scaling operations **Rating:** 4.0/5.0 stars **Reviewed by:** Sophia M. | CEO, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** February 19, 2026 **What do you like best about Freshservice?** As a CEO, I don't get the chance to use every tool we implement on a daily basis, but I am intensely focused on the outcomes they deliver. What I appreciate most about Freshservice is the immediate visibility it has given me into our IT operations. Before, understanding our support burden, project progress, or asset lifecycle was a matter of pulling reports from disparate spreadsheets and asking my CTO for a summary. Now, with Freshservice's intuitive dashboards, I can get a real-time, high-level view of our entire IT posture in seconds. It's transformed IT from a perceived cost center into a data-driven function that I can clearly see enabling our entire company's productivity. The platform feels modern and light-years ahead of the clunky, on-premise systems we used in the past. **What do you dislike about Freshservice?** While the core functionality is excellent, we have found some of the more advanced customization options to be less flexible than we initially hoped. For instance, tailoring certain reports to show very specific, non-standard data points required some workarounds. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is fundamentally solving the problem of IT fragmentation and the lack of accountability that comes with it. We were using a patchwork of different tools for ticketing, asset management, and project management, which created data silos and made it difficult to track performance. This patchwork was also becoming a security concern, as we couldn't guarantee all our devices and software were properly managed. ### 10. Freshservice Helps Streamline HR Service Delivery Across Our Logistics Network **Rating:** 4.0/5.0 stars **Reviewed by:** Caleb V. | HR Manager, Logistics and Supply Chain, Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2026 **What do you like best about Freshservice?** What has been most impactful for us is the service portal. Creating a single, user-friendly front door for all employee inquiries has dramatically improved our internal processes. Our team can easily submit tickets for anything HR-related, and the automation capabilities mean requests are instantly routed to the right person. For example, new hire paperwork and system access requests now trigger automated tasks, which has cut our onboarding time significantly. The reporting dashboards are also excellent; I can now easily track request volumes, resolution times, and employee satisfaction, which gives us concrete data to improve our services. **What do you dislike about Freshservice?** While the platform is very powerful, the initial setup and configuration required a dedicated effort from our team. We have specific workflows that differ slightly from the standard offerings, and tailoring them to fit our logistics and HR processes took some time and a bit of trial and error. **What problems is Freshservice solving and how is that benefiting you?** Freshservice is solving the core problem of fragmented and untrackable service requests. Before Freshservice, an employee's question could easily get lost in an email inbox, leading to delays and frustration. Now, every request is logged, visible, and accountable. This transparency is a huge benefit. It allows me to ensure our team is responsive and allows us to spot recurring issues that might point to a larger problem, like a confusing policy or a need for additional training. Ultimately, it has elevated the HR department’s capability, allowing us to be more proactive and strategic rather than just reactive to a constant stream of individual requests. Our frequency of use is daily, and the integration with our Active Directory for user synchronization was a key feature that has saved us countless hours of manual data entry. ## 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) - 1 comment, 1 upvote - [View Freshservice pricing details and edition comparison](https://www.g2.com/products/freshservice/reviews/freshservice-review-3130084?section=pricing&secure%5Bexpires_at%5D=2026-05-28+16%3A27%3A55+-0500&secure%5Bsession_id%5D=913a1a77-bf82-4655-8d8b-2e37836a34b1&secure%5Btoken%5D=983f089afb8580d6a9f0f810b452a4a276bd9fa43d242e92fc26b58385e469aa&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) - [Domo](https://www.g2.com/products/domo/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) - [Harvest](https://www.g2.com/products/harvest/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 Intune Enterprise Application Management](https://www.g2.com/products/microsoft-intune-enterprise-application-management/reviews) - [Microsoft Teams](https://www.g2.com/products/microsoft-teams/reviews) - [Okta](https://www.g2.com/products/okta/reviews) - [PowerShell Studio](https://www.g2.com/products/powershell-studio/reviews) - [Rocketlane](https://www.g2.com/products/rocketlane-corp/reviews) - [SAP Ariba](https://www.g2.com/products/sap-ariba/reviews) - [SAP Sales Cloud](https://www.g2.com/products/sap-sap-sales-cloud/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [WaitWell](https://www.g2.com/products/waitwell/reviews) - [Zabbix](https://www.g2.com/products/zabbix/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 (951 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 (4,264 reviews)