Freshservice Utilities Reviews & Insights

Score8.7 out of 10

268 Reviews and Ratings

Overview

Synthesised from 20 reviews | Last Published May 26, 2026

Freshservice functions primarily as an IT Service Management (ITSM) solution, widely adopted for streamlining ticketing and incident management, often replacing less efficient methods like shared inboxes. In TrustRadius reviews, organizations leverage it for managing incidents, service requests, and tracking issues, with 85% of reviewers citing this core functionality. Reviewers also extend its use to asset and CMDB management, workflow automation, and improving user experience through self-service portals, frequently praising its user-friendly interface and ease of configuration.

The platform contributes to increased agent productivity and better control over service level agreements, enhancing operational efficiency. However, reviewers frequently note limitations in the Workflow Automator, particularly regarding troubleshooting and advanced features like looping. Customization flexibility, especially for default fields and status creation, and the current state of Freddy AI features, which are often restricted to higher tiers, are also areas identified for improvement. Overall, reviewers find Freshservice effective in enhancing IT operations despite these noted areas for refinement.

Pros

Robust workflow automation for streamlining operations
Efficient ticket management and routing system
Alignment with core ITIL processes (incident, problem, change management)
User-friendly interface and ease of configuration
Extensive customization options for specific organizational needs

Cons

Limitations in Workflow Automator (troubleshooting, advanced features like looping)
Restricted customization and flexibility for default fields and group-level statuses
Freddy AI features often restricted to higher-tier plans with mixed feedback
Knowledge Base/Solutions module needs enhancements (markdown support, text editing)
Reporting and Analytics could be more user-friendly with easier report generation

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Freshservice Reviews

1 Review

UtilitiesUtilities1

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Freshservice - A fresh replacement to our stale, legacy system.

Rating: 10 out of 10

Incentivized

July 17, 2023

Use Cases and Deployment Scope

We were using a legacy Windows based computer ticketing system that was in dire need of replacement. Freshservice provided an extensive ticketing system, as well as many other features. We are currently using tickets, asset inventory, workflow, and are in the process of implementing other features, such as change management and project management.

Pros

Ticket tracking and management
Workflow automation
Asset & Inventory Management
Project Managment

Cons

Change Management - Current system is geared towards full software or system change management. It would be great to have a simple Yes/No approval without having to utilize their workflow tools.
Data selection filters - Overall, their data filters are very good, but it would be useful to have "Last Week" and "Last Month" in the date selectors.

Likelihood to Recommend

Freshservice is a set of building blocks that can be used "off the shelf" but takes a fair amount of configuration to take full advantage of its capabilities. Freshservice has excellent onboarding support as well as long-term support. It seems to be geared towards mid-size businesses, but could be a good fit for larger small businesses as well as businesses with a few thousand employees. One thing that's very impressive is the continued enhancement and development of existing and new features. These features fit in very well with the existing environment and show attention to detail in how they are designed.

Robert Kulp

IT Support Supervisor in Information Technology at Middle Tennessee Electric (501-1000 employees)

Vetted Review

1 year of experience