Freshservice Reviews

Name: Freshservice
Brand: Freshworks
Rating: 4.1 (40 reviews)

Vendor: Freshworks

4.1 out of 5

40 reviews
97% willing to recommend

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What is Freshservice?

Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.

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Freshservice is the #4 ranked solution in top IT Asset Management solutions, #4 ranked solution in top IT Service Management (ITSM) solutions, #4 ranked solution in top AI IT Support solutions, #5 ranked solution in top Configuration Management Databases, #6 ranked solution in top Help Desk Software, #9 ranked solution in top IT Alerting and Incident Management solutions, #10 ranked solution in top Project Management Software, and #10 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 44% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a university, accounting for 9% of all views.

Helped 890,124 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 April 2026, the mindshare of Freshservice in the Help Desk Software category stands at 3.6%, down from 3.9% compared to the previous year, according to calculations based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
Freshservice	3.6%
ServiceNow	11.7%
JIRA Service Management	6.1%
Other	78.6%

Help Desk Software

PeerResearch reports based on Freshservice reviews

Type	Title	Date
Category	Help Desk Software	Apr 27, 2026	Download
Product	Reviews, tips, and advice from real users	Apr 27, 2026	Download
Comparison	Freshservice vs ServiceNow	Apr 27, 2026	Download
Comparison	Freshservice vs JIRA Service Management	Apr 27, 2026	Download
Comparison	Freshservice vs ManageEngine ServiceDesk Plus	Apr 27, 2026	Download

Valuable Features

Freshservice excels in ease-of-use with ITIL-compliant features. Users appreciate the incident and change management modules. The system seamlessly integrates with AWS services and provides robust automation and AI capabilities through Freddy AI. Its self-service portals and comprehensive analytics enhance IT operations. The platform's customization and scalability suit various organizational needs. The straightforward setup process, intuitive interface, and SaaS model contribute to an efficient user experience across different departments.

"One of the key benefits of Freshservice is license management."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice; integration is the part that's interesting because it's easy to set up a process, it's extremely simple to integrate, and in one week, you can add change management, which is incredible."
"It has greatly improved the process of ticket triaging."

Room for Improvement

Freshservice requires improvements in reporting and analytics, with more customization options and deeper insights. Workflow and automation capabilities need enhancement, especially for complex tasks and granular management. The user interface and customization levels have limitations, hindering navigation and flexibility. There are concerns about integration with other systems like Microsoft and Google, causing inefficiencies. Issues in asset management and the CMDB necessitate better accuracy and automatic updates, alongside improved support and responsiveness. Freshservice is also seen as lacking in advanced functionality for enterprise requirements.

"Freshservice has limitations in the discovery part of the solution. In order to automate the process of bringing information from your infrastructure to the database of the solution, it has a lot of limitations."
"You can't implement a complicated delivery workflow."
"The ability to customize the user interface is a bit lacking, and the reporting is a bit lacking because they're very stringent upon what you can pull reporting-wise within Freshservice."

ROI

Many organizations observed immediate benefits from Freshservice, citing improved ticketing processes and feedback. They noted challenges in quantifying ROI but highlighted cost-effectiveness and operational efficiencies. Freshservice reduced the need for additional staff, enhanced resolution times, and improved SLA compliance. Some users reported ROI within 12 months and improved asset management, contributing to resource savings. The platform eased ticket management, leading to better resource allocation and time savings for technical teams.

Pricing

Freshservice offers flexible pricing with multiple licensing plans based on required features. Users have reported that prices are competitive and transparent, often noted on the website. Licenses can be purchased monthly or annually, and larger quantities may reduce overall costs. Many enterprises find its pricing favorable compared to competitors like ServiceNow, though some find higher-tier models expensive. Additional costs may exist for certain features and integrations, but generally, Freshservice provides good value for money.

"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

Freshservice users implement it primarily for IT service management, handling incident management, service requests, and asset management. Many utilize ticketing systems for managing various IT needs, change management, and workflow automation. Organizations deploy it for managing internal services across departments, integrating with platforms like AWS, Azure, and Sage People, enhancing processes like onboarding, and efficiently tracking and resolving internal and customer-related queries. Freshservice also supports analytics and report generation for better operational insights.

Service and Support

Freshservice support is responsive and engaging, with quick reaction times and helpful responses to customer queries. Some users find communication challenging due to language barriers and suggest improvement in navigation for accessing support. There are mixed feelings about technical understanding, highlighting delays in complex issues, though many are satisfied with the level of service and professionalism, noting improvements over time. Users appreciate the proactive approach to communication and support consistency.

Deployment

Reviewers found Freshservice's initial setup mostly easy and quick. Many appreciated the straightforward process, getting systems operational in as little as an hour. However, customizing configurations can lengthen the setup, ranging from weeks to a few months. Opinions varied on complexity, depending on business needs. Overall, setup involved defining fields and workflows, with many benefiting from cloud-based deployment. Participants valued the user-friendly interface, although specific customizations required more time.

Scalability

Freshservice is praised for handling growth efficiently. Many praised its adaptability, with flexible licensing making expansion straightforward. Freshservice supports scaling well for multiple agents but shows limitations in customization, impacting certain areas. Costs increase with user count, yet the cloud-native architecture aids performance. Some users experienced successful scaling in diverse environments. Critiques focus on customization and specific features like Freshcaller, impacting larger deployments. Freshservice is largely seen as capable, adaptable, and valuable in various business contexts.

Stability

Freshservice demonstrates consistent stability with most users experiencing no issues like crashes, bugs, or downtime. Minor integration problems with Okta and data import hiccups are noted but generally resolved quickly. Hosted on AWS, it provides reliable performance even under high ticket volumes. Some isolated browser issues and rare language slip-ups are reported. Continuous delivery ensures seamless updates, contributing to user satisfaction with its stability. Stability ratings range high, often around nine or ten out of ten.

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	12

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	165
Midsize Enterprise	115
Large Enterprise	223

By visitors reading reviews

Top industries

By visitors reading reviews

University

Manufacturing Company

Construction Company

Educational Organization

Financial Services Firm

Healthcare Company

Retailer

Computer Software Company

Outsourcing Company

Comms Service Provider

Performing Arts

Government

Transportation Company

Legal Firm

Non Profit

Energy/Utilities Company

Insurance Company

Marketing Services Firm

Recreational Facilities/Services Company

Wholesaler/Distributor

Real Estate/Law Firm

Consumer Goods Company

Media Company

Religious Institution

Aerospace/Defense Firm

Renewables & Environment Company

Wellness & Fitness Company

Hospitality Company

Recruiting/Hr Firm

Compare Freshservice with alternative products

Learn more about Freshservice

Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.

What are the essential features of Freshservice?

User-friendliness: Simplifies IT processes with intuitive design.
Comprehensive automation: Optimizes operations through streamlined processes.
AI-powered ticketing: Enhances ticket management with intelligent solutions.
Seamless integration: Connects with platforms like AWS and SolarWinds for efficient workflows.
Flexible workflows and asset management: Adapts to diverse IT needs for better service delivery.

What benefits should users consider in Freshservice reviews?

Streamlined IT operations: Simplifies and speeds up service processes.
Improved SLA compliance: Enhances adherence to service level agreements through efficient management.
Increased service delivery: Boosts the quality and efficiency of services provided.
Visibility across departments: Provides clear tracking and management of service requests and assets.

Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.

Freshservice was previously known as Flint.

Freshservice customers

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

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.
Cloud Engineer at To The New	4.5	I've used Freshservice for over five years to manage and track tickets efficiently, appreciate its detailed dashboard and categorization features, but feel the AI agent for knowledge base support needs significant improvement for new users.
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.

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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