Freshservice Reviews & Product Details

My team's efficiency is the most important thing as the Head of Marketing at a software company. Although I am not part of the IT department, the Freshservice implementation by the operations team was great and the impact of the department was very positive from the first moment. The main highlight of the product is its ease of use; filing tickets for whatever it is, be it graphic design requests or new software access, is absolutely straightforward through the portal. Thanks to the automated ticket routing, our requests are handed over to the right person or team without any waiting time. I employ it regularly, and the openness it offers, which lets me know the status of my team's requests, has been a great change from which internal emails and meetings for follow-ups have been largely eliminated. Review collected by and hosted on G2.com.

While the number of features is impressive, the initial setup for some of the more advanced workflow automations required considerable effort from our IT lead. For a smaller company without a dedicated admin, this could be a hurdle. Furthermore, while generally responsive, we did experience a delay in customer support resolution for a complex integration question early on. It was eventually solved, but the initial response time was slower than we had hoped. Review collected by and hosted on G2.com.

Freshservice offers a clean and intuitive interface that makes managing IT tickets and service requests incredibly easy. The automation features save a lot of time by streamlining repetitive tasks, and the asset management module helps us keep track of hardware and software efficiently. Integration with tools like Azure AD and Slack is seamless, and onboarding workflows are well-structured. Review collected by and hosted on G2.com.

While the platform is powerful, the reporting and analytics features could be more flexible and customizable. Sometimes, the dashboard takes time to load when there are a large number of tickets. Review collected by and hosted on G2.com.

I like the variety of options available for organizing tickets, such as tags, categories, due dates, and urgency levels. I also find it helpful that it allows me to save canned responses, even with attachments included. Review collected by and hosted on G2.com.

I find it frustrating that the system doesn't let you save tickets in separate folders or snooze them. This becomes especially problematic when you have more than 50 tickets, as it makes it hard to manage them efficiently. As a result, some tickets may go unattended for days, which is a significant drawback. Review collected by and hosted on G2.com.

Freshservice offers an intuitive, modern interface that’s easy for both agents and end users to navigate. The modular structure makes it adaptable for different departments, not just IT — and features like workflow automator, custom forms, and service catalog are straightforward to configure. The ability to create separate workspaces for different teams with role-based access has made it much easier to decentralize support while maintaining consistency. Plus, the integration ecosystem (especially with tools like Jira, Slack, and Google Workspace) is solid. Review collected by and hosted on G2.com.

Licensing complexity can be confusing — especially distinguishing between IT agents and business agents, which impacts cost and access to features. Some advanced reporting and analytics features require a higher-tier plan, and form field management can become messy without strong internal process control. Occasionally, updates roll out without enough documentation or notice, which can create friction. Review collected by and hosted on G2.com.

Freshservice is intuitive and easy to use, both for our team and our end users. Implementation with other services is relatively straightforward, and Freshservice offers a broad range of integrations that suit our ecosystem well. We rely on it daily for everything from ticket support to change management, and it’s become a core part of our workflow. Customer support is central to our operations, and Freshservice supports that need exceptionally well. Review collected by and hosted on G2.com.

Occasionally, we run into limitations with the API and workflow automations, especially when trying to implement more complex scenarios. However, these areas continue to improve with each update, and it’s clear that the product team is actively listening to user feedback. Review collected by and hosted on G2.com.

-Ease of use

-GUI is good and informative.

-Good customer support

-Integrates with GWP makes life easy.

-Asset tracking with the tickets.

-Asset management.

-Option to create an individual workplace.

-As I use this day in and out, it's beneficial to have brief information and tiles for ticket status and responses. Review collected by and hosted on G2.com.

The setting page can be more refined, and the task automation is complicated. Review collected by and hosted on G2.com.

As a project manager, I consider Freshservice an essential tool for managing projects and tickets. Its highly customizable setup allows for efficient task management, ensuring organization and productivity. Additionally, the intuitive interface, automation features, and detailed reports are extremely positive aspects. The integration with other tools and customer support are also key differentiators that make Freshservice an excellent choice for internal management. Review collected by and hosted on G2.com.

While Freshservice is a robust and reliable platform, some users report minor limitations, such as the need for more customization options in certain workflows and the lack of some advanced reporting features. Additionally, the initial setup can be somewhat complex, requiring extra time for adaptation. However, these aspects do not significantly affect the overall experience with the platform Review collected by and hosted on G2.com.

I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience. Review collected by and hosted on G2.com.

There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs. Review collected by and hosted on G2.com.

What I particularly appreciate about Freshservice is that all incoming tickets arrive in a clear system. Every request can be tracked seamlessly – nothing gets lost in the support void. Customers receive transparency about the current status at any time through their own portal. And our new service shop is discreetly evolving in the background. Review collected by and hosted on G2.com.

A disadvantage of Freshservice is the limited expandability of ticket processing. Features like automatic time tracking for TeamViewer, AnyDesk, or phone sessions are currently missing. This would be a relief for us as a service provider. The analysis portal does not always provide the level of detail we need for our reports. As an IT system house on behalf of customers, we sometimes miss the levers to map processes individually. For onboarding and offboarding, we have also built our own solution via the service catalog, which can then be customized for the customer using the workflow automator. The onboarding and offboarding process natively depicted in Freshservice may be good for a corporate solution, but not for an MSP. Review collected by and hosted on G2.com.

Freshservice is a solid and flexible platform that checks many of the boxes for our organization's needs. It’s extensive in functionality, and if you have the right team and resources, you can customize it to suit nearly any use case. From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability. The interface is modern and generally intuitive, making it easier for users to adopt. Review collected by and hosted on G2.com.

The main challenge we face is with the support experience. While the support team is courteous and eager to help, the fact that they are based overseas has introduced a language and communication barrier that makes deeper problem-solving difficult. Their suggestions often feel canned or generic, which doesn't help us implement solutions tailored to our specific environment. This makes it hard to fully adopt some of the more advanced features without investing a lot of time internally. Review collected by and hosted on G2.com.