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.
| Product | Market Share (%) |
|---|---|
| Freshservice | 4.2% |
| ServiceNow | 17.3% |
| JIRA Service Management | 7.4% |
| Other | 71.1% |
| Type | Title | Date | |
|---|---|---|---|
| Category | Help Desk Software | Oct 4, 2025 | Download |
| Product | Reviews, tips, and advice from real users | Oct 4, 2025 | Download |
| Comparison | Freshservice vs ServiceNow | Oct 4, 2025 | Download |
| Comparison | Freshservice vs JIRA Service Management | Oct 4, 2025 | Download |
| Comparison | Freshservice vs ManageEngine ServiceDesk Plus | Oct 4, 2025 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.2 | 17.3% | 91% | 223 interviewsAdd to research |
| VMware Aria Automation | 4.0 | N/A | 94% | 171 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 18 |
| Midsize Enterprise | 2 |
| Large Enterprise | 11 |
| Company Size | Count |
|---|---|
| Small Business | 133 |
| Midsize Enterprise | 79 |
| Large Enterprise | 277 |
Freshservice Features
Freshservice has many valuable key features. Some of the most useful ones include:
Freshservice Benefits
There are many benefits to implementing Freshservice. Some of the biggest advantages the solution offers include:
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.
Sinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
| Author info | Rating | Review Summary |
|---|---|---|
| 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. |
| 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. |
| sap technical lead at a manufacturing company with 10,001+ employees | 4.0 | Freshservice provides a clean UI and valuable asset management features, though it suffers from slowness as features are added. Enhancing the chat portal and customization options would help. We chose it over Zendesk for its ease of use and features. |
| Head of Production Technology at ITV | 5.0 | No summary available |
| 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. |
| Director and Owner at Innovo Limited | 3.5 | No summary available |
| Private at Private Entrepreneur | 4.0 | I found Freshservice easy to implement for internal tech support and ticketing systems, improving workflow efficiency. However, it lacks extensive customization, especially in asset tracking, which could be enhanced for larger companies. ROI varies between American and Latin American markets. |
