Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4.1 (39 reviews)

Vendor: Freshworks

4.1 out of 5

39 reviews
97% willing to recommend

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What is Freshservice?

Freshservice is an intelligent, cloud-native service management solution. It provides efficiency and agility through AI to create a contextual and intelligent experience. The solution also empowers employees to work whenever and wherever they need to work. Freshservice powers integrations and workflows at the enterprise scale, building upon an open platform and marketplace with connectors and APIs that you can extend and customize.

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Freshservice is the #5 ranked solution in top Help Desk Software, #5 ranked solution in top IT Asset Management solutions, #5 ranked solution in top IT Service Management (ITSM) solutions, #5 ranked solution in top AI IT Support solutions, #9 ranked solution in top Project Management Software, and #12 ranked solution in top Cloud Management solutions. PeerSpot users give Freshservice an average rating of 8.2 out of 10. Freshservice is most commonly compared to ServiceNow: Freshservice vs ServiceNow. Freshservice is popular among the large enterprise segment, accounting for 48% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 9% of all views.

Helped 880,255 peers since 2012

Featured Freshservice reviews

Raja Farrar

IT Service Delivery Manager at Symposiam

I always keep up with Freshservice's roadmaps and new features. Freshservice has been very good at listening to feedback and adding those feature requests into their next iterations. I wish they would offer more granular data export options for utilizing in Power BI, along with predictive analytics for capacity planning and SLA breaches to enable more proactive support management and reduce firefighting. While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira. I would also appreciate deeper integrations, especially for niche apps requiring development coding work to enable advanced orchestration. Native integrations for DevOps pipelines such as GitHub Actions and Jenkins, along with stronger API flexibility for complex workflows, would enhance functionality. Although the CMDB and asset management are solid, they do lack advanced dependency mapping compared to other enterprise tools. My wishlist includes automated impact analysis for changes and improved visualization of asset relationships, enabling quicker resolutions from an agent's perspective when alerts come in. I acknowledge that Device42 may enhance this, but it is an extra cost beyond what we already pay. While Freddy AI is excellent for triage and suggestions, some users desire more proactive automation, such as predictive ticket routing based on historical patterns and AI-driven capacity forecasting. Lastly, the pricing tiers might seem rigid for mid-sized teams, so a more granular add-on option for features such as Device42 or pay-per-use for orchestration workflows could be beneficial.

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reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

According to my experience, Freshservice works very well, but there are a few areas where improvements would help. The AWS integrations could be deeper; for example, CloudWatch alerts come in correctly, but more native mapping for metrics, log data, and enrichment would make incident handling much faster. The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them. A cleaner drag and drop builder or better debugging options would help reduce mistakes. Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations. The mobile experience can feel slow at times; most technicians rely on mobile alerts, so a more responsive app would make a difference. I would also like more flexibility with ticket forms and dynamic fields since we want conditional fields that change based on AWS resource types or alert categories, but that is not always possible. The platform is strong, but deeper cloud integrations, more flexible automation, and better reporting would make it even more effective. Small details that would improve the platform include alert noise reductions, such as CloudWatch alerts coming in too frequently; Freshservice could offer better built-in correlations or group similar alerts automatically. Faster syncing between AWS resources and Freshservice assets would help keep the CMDB aligned with real cloud changes. Better tagging support, more templates for cloud incidents, and finer control over role permissions are needed. I would like more templates for cloud incidents.

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Ashok R

Technical support manager at a tech vendor with 201-500 employees

Freshservice can be improved by enhancing Asset Management or CMDB accuracy. A feature that requires fewer manual updates in CMDB would be beneficial. Additionally, more advanced reporting and dashboard options would be helpful. Reporting is good, but more customization options and filters would be very useful. Furthermore, improvements in the visualization part would also be quite beneficial. The knowledge base can be improved by making it easier to link between known errors or problem records we maintain. This would help us identify reoccurring application issues more quickly and reduce them from the knowledge base.

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Freshservice mindshare

Product category:

As of January 2026, the mindshare of Freshservice in the Help Desk Software category stands at 4.0%, up from 3.4% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
Freshservice	4.0%
ServiceNow	13.1%
JIRA Service Management	6.5%
Other	76.4%

Help Desk Software

PeerResearch reports based on Freshservice reviews

Type	Title	Date
Category	Help Desk Software	Jan 14, 2026	Download
Product	Reviews, tips, and advice from real users	Jan 14, 2026	Download
Comparison	Freshservice vs ServiceNow	Jan 14, 2026	Download
Comparison	Freshservice vs JIRA Service Management	Jan 14, 2026	Download
Comparison	Freshservice vs ManageEngine ServiceDesk Plus	Jan 14, 2026	Download

Valuable Features

Freshservice offers an intuitive interface, ease of use, and seamless integration. Its features include incident and change management, workflow automation, ticket routing, and a self-service portal. The platform excels with robust asset management, customizable workflows, and preconfigured service catalogs. Its AI automation, analytics, and reporting tools are valuable. Users appreciate integration capabilities, ticket handling efficiency, and reliable performance. This powerful combination enhances productivity, compliance, and organization for IT teams while supporting ITIL-aligned operations.

"My advice for others looking into using Freshservice is that it is a very great tool, as it saves your time, your money, and your team efforts."
"We have definitely seen a return on investment based on the use cases we have implemented."
"Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months."

Room for Improvement

Freshservice users desire improved reporting, enhanced task features, and more customizable workflows. Many users find the project management and chat functionalities lacking. Difficulties arise with integration, especially with Microsoft and AWS. The need for better asset management and CMDB accuracy is emphasized. Users wish for streamlined analytics, expanded automation capabilities, and better UI customization. The lack of flexibility in plans and workflows is a concern, along with issues in search and inventory management.

"Freshservice can be improved by enhancing Asset Management or CMDB accuracy."
"While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira."
"The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them."

ROI

Users experienced an immediate return on investment with Freshservice, noting improved ticket tracking and staff feedback. Despite challenges in calculating exact returns, automation and efficient workflows led to significant time and cost savings, reducing the need for additional staff. Inconsistent factors like market size affected returns, especially in Latin America. Freshservice's asset management and enhanced metrics contributed to better resource utilization and faster ticket resolutions, resulting in an overall visible impact on operational efficiency.

Pricing

Freshservice offers multiple licensing models and plans, providing flexibility depending on the required features. Pricing is competitive compared to other solutions, with options for monthly and annual payments. Users pay per license, per agent, with prices visible on their website. Some find Freshservice expensive, especially in certain markets, while others appreciate the value for ITSM, HR, and project management. Despite possible additional costs for integrations, users generally find the solution's pricing reasonable and clear.

"I don't think it's expensive for the US or some European markets. Still, when I used Freshservice in Mexico, some customers found it a bit pricey, especially considering the platform's features. I think the pricing is fair for use in the European market, but it might be perceived differently in Latin America."
"Compared to other tools, Freshservice is affordable."
"The cost at the current timing is very reasonable but as the product gains popularity, I anticipate it might become expensive. Fortunately my customers have been offered a generous discount making it more affordable for me and satisfying both my needs and customers requirement."

Popular Use Cases

Organizations utilize Freshservice primarily for IT service management, encompassing IT help desk functions, incident and change management, ticketing, asset management, and automation of workflows. It's also implemented for SaaS integrations, customer service, HR service management, and project management. Additional uses include analytics, knowledge base creation, and integration with cloud platforms like AWS and Azure, allowing efficient handling of requests, ticket escalations, and business workflow integration, all managed through customizable modules and automation.

Service and Support

Freshservice customer service is generally satisfactory, with quick response times, particularly via live chat. Some users find communication challenging due to language barriers or interface design. Support is praised for professionalism, but issues with follow-ups and complex queries can lead to delays. Many appreciate the free access to technical support, although some find the solutions provided inadequate. Freshservice's knowledge base is helpful, reducing the need for frequent assistance. Continued improvements in accessibility and communication are noted.

Deployment

Freshservice's initial setup was described as quick and uncomplicated by most users, requiring minimal time to deploy. Users highlighted its out-of-the-box features, easy configuration, and smooth customization process. Some reported challenges during extensive customization but noted improvements with recent updates. It was praised for being straightforward and user-friendly, with manageable maintenance. Organizational needs influenced setup duration, ranging from a couple of hours to a few months, depending on configuration complexity.

Scalability

Freshservice scales effectively across various organizational sizes, adapting to increased users and requests. Users highlight ease of expansion through licensing, though customization limits exist. Many find scaling seamless with cloud-based features, benefiting from automation and integration capabilities. Some caution about cost implications and limited customizations but appreciate its robust architecture. Overall, Freshservice accommodates growth efficiently, assisting teams of all sizes in managing operations despite occasional concerns about scalability in very large enterprises.

Stability

Freshservice demonstrates impressive stability, consistently meeting user expectations. Many report seamless operation without crashes or bugs. Outages are rare, with Freshservice being reliable even under heavy data loads. Minor issues, such as random language changes or integration hiccups, occasionally occur but are quickly resolved. Users often rate its stability highly and appreciate its smooth performance and reliability, supported by consistent uptime and a robust cloud infrastructure.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Freshservice Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	21
Midsize Enterprise	3
Large Enterprise	11

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	141
Midsize Enterprise	84
Large Enterprise	209

By visitors reading reviews

Top industries

By visitors reading reviews

Manufacturing Company

University

Educational Organization

Computer Software Company

Retailer

Financial Services Firm

Healthcare Company

Outsourcing Company

Government

Performing Arts

Comms Service Provider

Construction Company

Transportation Company

Recreational Facilities/Services Company

Legal Firm

Media Company

Non Profit

Consumer Goods Company

Real Estate/Law Firm

Wholesaler/Distributor

Insurance Company

Energy/Utilities Company

Hospitality Company

Wellness & Fitness Company

Aerospace/Defense Firm

Religious Institution

Renewables & Environment Company

Marketing Services Firm

Compare Freshservice with alternative products

Learn more about Freshservice

Freshservice Features

Freshservice has many valuable key features. Some of the most useful ones include:

ITIL-aligned processes
Intelligent AI/ML capabilities
Advanced CSAT
Extensible platform
Self-service portal
Smart automations
Service catalog
Effective monitoring and alerting
Out-of-box analytics
Mobile app
Marketplace apps

Freshservice Benefits

There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:

Intelligent service management and customized workflows: Freshservice offers powered bots, automation, and orchestration to help you make management more efficient and gives you the ability to customize all workflows.

Fast time-to-value: Freshservice’s out-of-the-box features help you quickly deploy it and enable easier adoption, at scale.

Minimizes downtime: Freshservice prevents critical issues by identifying the right alerts, collaborating with context, and delivering an enhanced end-user experience.

Extensible: The solution is extensible and allows organizations to access enterprise-scale tools to customize, integrate, and automate business workflows.

Support: Freshservice has 24/7 support so your issues can be addressed around-the-clock.

Boosts productivity: The Freshservice solution helps improve employee productivity. It helps you prioritize work better with real-time custom dashboards.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the Freshservice solution.

A Senior Helpdesk at a non-profit says, “I like the workflow automation capabilities, where based upon certain actions, it will automatically go and route tickets to a particular person. It is fairly user-friendly.”

PeerSpot user Cesar Q., CIO at Grupo Kasto, mentions, “The analytics are very good. The solution offers very nice incident management. The overall functionality of the product is excellent. The change management is helpful. They have an agent that we installed in every single asset. We have the inventory for all assets automatically. Contract management is very valuable for us as an IT department, as we have the information for every single computer across the company. We are starting to use the project management aspects right now. We have different projects and we have all the information in the same solution, in the same place. It makes everything more centralized and easier to access. The user interface is very nice and the solution is easy to use. You don't need to be an expert in order to navigate around and use the product. You don't need to read a lot of manuals in order to figure everything out. It's pretty intuitive.”

A Network Analyst at a real estate/law firm shares, "We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."

Freshservice was previously known as Flint.

Freshservice customers

Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	13.1%	91%	224 interviews Add to research
Jira	4.1	N/A	91%	277 interviews Add to research

Author info	Rating	Review Summary
IT Service Delivery Manager at Symposiam	4.0	I've used Freshservice primarily for ITSM, asset management, and automation, seeing major efficiency gains, cost savings, and improved user experience, though I’d like better reporting, deeper integrations, and more predictive analytics for growth and scalability.
Security Engineer (SOC) at a tech services company with 51-200 employees	4.0	I've found Freshservice highly effective for managing AWS-related IT operations, improving efficiency through automation, integrations, and reporting, though deeper AWS mapping, more flexible workflows, and better mobile performance would make it even more powerful.
Technical support manager at a tech vendor with 201-500 employees	4.0	We've used Freshservice across multiple organizations for years, mainly for ticket escalation and problem management, and appreciate its stability, usability, and ROI, though we’d like better CMDB accuracy, reporting customization, and knowledge base linking.
Systems Engineer at a consultancy with 51-200 employees	5.0	I've used Freshservice for five months mainly as a ticketing system, and its mobile app makes resolving issues on the go easy. It’s stable, scalable, and efficient, saving us time, money, and reducing required staff.
IT manager at a comms service provider with 1,001-5,000 employees	3.5	We use Freshservice as our IT ticketing system, primarily for its ease of use and effective incident management. However, automatic escalation and asset management need improvement. We considered ServiceNow and Zoho as alternatives, using a different cloud provider.
IT & Operations Manager at a financial services firm with 51-200 employees	4.0	We use Freshservice for IT service management, notably for incident and service request management, creating service catalogs, and workflow automation. While asset management is valuable, it needs improvement to capture network devices completely, and enhancing employee onboarding features would be beneficial.
Senior Services Manager at NextCom Systems Inc	4.0	We use Freshservice for case management and service delivery, valuing its integration capabilities and ease of use. While its AI add-on and change management are beneficial, there's room for improvement in project management reporting. The return on investment is good.
IT Technician at a retailer with 1,001-5,000 employees	4.0	I primarily use Freshservice for ITSM and ESM, benefiting from its valuable ticket routing, automation, and customization features. However, I've faced response time delays and have limited experience with its CMDB and asset management capabilities.

Freshservice Reviews

What is Freshservice?

Featured Freshservice reviews

Freshservice mindshare

PeerResearch reports based on Freshservice reviews

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

Top industries

Compare Freshservice with alternative products

Learn more about Freshservice

Freshservice customers

Related questions

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