This product overview is based on an analysis of 20 recent Freshservice reviews, covering areas for improvement, complementary software, and alternative products considered. Freshservice is a service management platform used by organizations to streamline IT support and other service delivery processes. While Freshservice offers a range of capabilities, reviewers have identified some areas needing attention. Specifically, 20% of reviewers found the Workflow Automator cumbersome, citing a lack of looping capabilities. Another 20% expressed concerns about the limitations of the AI features, particularly Freddy AI, noting that full functionality is often restricted to the most expensive plans and that query accuracy needs improvement. In comparison, users often utilize Microsoft 365 alongside Freshservice (20% of reviewers), while alternatives like ServiceNow (15%) and Jira Service Management (10%) are also considered. Despite these limitations, Freshservice delivers value through its core service management functionality.

Pros

Integration with Microsoft 365
Comprehensive IT support functionality

Cons

Cumbersome Workflow Automator with limited looping capabilities
AI feature limitations and accuracy issues (Freddy AI)
Customization limitations in agent view
Asset management complexities
Knowledge base limitations (lack of markdown support)

Why it matters:

Microsoft 365 is mentioned by 20% (4 of 20) of reviewers. These reviewers did not elaborate on the specific reasons for using Microsoft 365 alongside Freshservice, but it is evident that Microsoft's suite of tools is a common component in their tech stacks.

“Microsoft 365, Oracle Access Management, Time and Attendance Software”

Why it matters:

A notable portion of reviewers, 20% (4 of 20), find the Workflow Automator to be cumbersome, citing the absence of looping functionality and issues with workflows involving API calls. Some reviewers also point out the complexity of creating workflow automations. On the other hand, one reviewer highlights the tool's effectiveness in automating tasks such as approvals and ticket routing.

“The Workflow Automator, although powerful, can be cumbersome”

Why it matters:

20% of reviewers (4 of 20) suggest improvements for Freddy AI, with some pointing out that AI features are restricted to the highest-priced plan. Some reviewers also feel that the AI's ability to accurately answer queries needs enhancement. However, one reviewer acknowledges the team's progress in improving Freddy AI.

“Improve Freddy the AI”

What other products like Freshservice have you used or evaluated?

From 20 reviews

Summary

In a review sample of 20 recent reviews, customers mention alternative products they have used or evaluated alongside Freshservice. ServiceNow and Jira Service Management are the most frequently cited alternatives. ServiceNow is mentioned by 15% (3 of 20) of reviewers. Jira Service Management is mentioned by 10% (2 of 20) of reviewers. The sentiment towards both alternatives appears mixed, with reviewers not explicitly stating preference but rather listing them as alternatives.

Reviews

172 Reviews

Freshservice ITSM tooling is a great option for SMBs with less experienced technology teams.

Rating: 8 out of 10

Incentivized

June 20, 2025

Use Cases and Deployment Scope

Freshservice is our ITSM tool of choice. With its scope of ITSM management suites, we are able to effectively manage Ticketing, Change Management, Asset Tracking, Project Management and live support all from an easy to use user interface. We are able to provide a visual service catalog to our end users and provide real time updates to ticket submissions and service requests through a service portal that is maintained easily through a comprehensive Administration panel.

Pros

Ticket Management
Change Management
Workflow Automation

Cons

Project management does not include agile methodology
Some admin features are not intuitive or well organized
Pricing and feature plans can be expensive

Likelihood to Recommend

Integration of the different Fresh modules can be very easy to accomplish, such as Fresh chat for live Agent chat and ticket creation. These integrations can be performed at a basic admin level, not requiring a code savvy developer to implement. The workflow automation is done very similarly, requiring basic understanding of flowcharting and decision trees to develop without requiring the understanding of code heavy development.

Verified User

Manager in Information Technology (501-1000 employees)

Vetted Review

4 years of experience

Excellent ITSM with strong growth trajectory

Rating: 9 out of 10

Incentivized

May 16, 2025

Use Cases and Deployment Scope

Freshservice started as an ITSM replacement project and has since expanded to 6 other departments in our company, with the prospect of continuing. In our case, we wanted to modernize our incident and service request handling practices. Moving away from manual, repetitive tasks, strengthening relationship with customers, and empowering technical teams to provide quality, efficient support. Our management teams also benefited from the ability to view insights quickly, and the continued progress of the platform has enabled progressive growth, and continual improvement. Customer transparency has greatly benefited from automated responses, SLAs, customer portal, service catalog and easy communication. While our technical teams are able to communicate better, handle escalations and improve their overall ticket management practices. Analytics and Automation really add an extra layer for us. We can make educated, data-driven decisions, and continue moving away from repetitive tasks by leveraging automation and apps.

Pros

Workflow automator
Service Catalog
SLAs
Business and Supervisor Rules
Custom Object lists
Customer Portal

Cons

AI/Chat
Multi-agent assignment for single ticket
Snapshot analytics
Granular roles

Likelihood to Recommend

The constant level of improvement is well suited for organizations that are on a similar path. There is great support from account managers, technical resources, documentation and other programs. The UI is intuitive, the system is easy to learn and navigate.

Verified User

Manager in Information Technology (1001-5000 employees)

Vetted Review

3 years of experience

FreshService is valuable

Rating: 9 out of 10

April 29, 2025

Use Cases and Deployment Scope

We use Freshservice as our service solution for IT Help Desk services. We also use it as a place to track our problems and solutions. We can see which ones recur and find previously worked on problems, thus leading us to the current solutions. We store our Knowledgebase for IT members on Freshservice platform. Here we create documentation and SOP for our department. We also track changes through the platform. We can see what changes are being implemented and have completed. It's used for analytics and reporting; we can create widgets to see statistics as well. We can map out projects, too.

Pros

Help desk ticketing
Knowledge Base
Problems and Solutions

Cons

Would like to see easier to use reporting
Would like to be able to design more widgets for team members to see statistics
Would like to be able to compile information and results easier

Likelihood to Recommend

Freshservice is great for implementing a help desk solution for your organization. It's got many features and can combine some of your software into an easy-to-use platform. We not only use it for the ticketing program, but also for articles to help solve the tickets. We can document past problems and map new and tried-and-true solutions.

Cathleen Vilmont

IT Systems Analyst in Information Technology at Estes Construction (201-500 employees)

Vetted Review

1 year of experience

Verified on LinkedIn

FreshService

Rating: 10 out of 10

Incentivized

April 23, 2025

Use Cases and Deployment Scope

We use FreshService to streamline our interaction with clients. We previously used a number of shared inboxes, which lead to a great deal of confusion when working tickets. FreshDesk provides a streamlined way for all our technicians to work on issues, as well as a single pane of glass for our clients to reach out to us. So far we have implemented FreshDesk with two of our departments, and the success has been great!

Pros

Knowledge Base & Solution Articles
Workflows & Automations
Enabling Collaboration Across Teams

Cons

I would kill for there to be markdown support in the knowledge base section and the ticket notes section. Alot of our notes are already in markdown, so copy and pasting them into the knowledge management section is kind of a pain at times.

Likelihood to Recommend

I think, if you have a shared inbox with more than 5 or 10 team members, its worth 100% migrating to a ticketing system in general. We have tried a few in the past, but Fresh Service just happened to provide us a great experience. If I ever stand up a ticketing system again, I 100% would recommend this application to someone.

Joshua Winters-Brown

Support Analyst in Information Technology at Kalamazoo Valley Community College (501-1000 employees)

Vetted Review

2 years of experience

View profile

ITSM platform Freshservice

Rating: 8 out of 10

Incentivized

April 23, 2025

Use Cases and Deployment Scope

We use our fresh service platform for the following things.
- Ticketing (Incident, Service Requests)
- CMDB(asset management) together with the Intune (notebooks, smartphones, desktops), Freshservice Agent (for non Intune clients), Freshservice Probe (SNMP devices), VMware (for onPrem storage, vms, networks), Azure (for all Azure resources) and AWS (resources) Connector
- Tasks
- Changes
- Software assets
- Contracts
- Product catalog(for assets)

Pros

Ticket routing
Incident, Service, problem, change management
SLA management
A lot of individual customizing is possible

Cons

Workflow management is hard to troubleshoot
Some default fields can't be changed
FAQ has no history
Work flow management can't be managed via API or a command line
Service Requests and contracts have no possibilities to choose how pricing will be calculated, like per month, per user, per year, per lifetime...
Automatic backup of assets and FAQ is not possible

Likelihood to Recommend

Offers a full ITSM suite, and core things like incident, service, and problem management are working well. But functionalities like Software, Contracts, and purchasing are too limited.

Workflow management offers various integrations like Active Directory, Entra-Id, Smartsheet, etc. But it is difficult to troubleshoot.

Daniel Lechner

IT engineer in Information Technology at Bachmann GmbH (501-1000 employees)

Vetted Review

3 years of experience

View profile

Freshservice is great

Rating: 8 out of 10

Incentivized

April 21, 2025

Use Cases and Deployment Scope

It Helpdesk and ticketing. It keeps are techs organized. Provides data to upper management for kpi. We are very happy with the product.

Pros

Ticketing
Workflow
Third party integrations

Cons

Asset management
Documentation
Onboarding

Likelihood to Recommend

We really like the ticketing features. Also provides data for our KPIs. We use the onboarding feature but would like some more flexibility. Support is responsive and helpful. Also pricing is very good compare to competitors.

Verified User

Administrator in Information Technology (10,001+ employees)

Vetted Review

3 years of experience

Great ITSM platform that is provides ROI returns quickly

Rating: 9 out of 10

Incentivized

April 21, 2025

Use Cases and Deployment Scope

Powerful but yet simple to use and configure yourself. It has the foundational capabilities to support the IT Service Managament framework with good support online.

Pros

Easy to use administration functions.
Clean and simple design for end users.
Feature rich mobile application.
Good documentation and online support.

Cons

The Solutions module is a bit too basic especially the text editing part.
ServiceBot agent is not able to answer queries correctly. It should be an agentiatic AI.
Requestor page does not have a search function making it hard for large organisations with thousands to users to find the right person.

Likelihood to Recommend

Easy to use self-configuration that doesnt require expensive consulting services.

Verified User

C-Level Executive in Information Technology (1001-5000 employees)

Vetted Review

5 years of experience

all in one ITSM solution geared towards small and medium businesses

Rating: 7 out of 10

Incentivized

April 11, 2025

Use Cases and Deployment Scope

Freshservice is our one-stop IT service management platform. We leverage it for request management, incident management, and asset management. It allows us to build customized automated workflows based on predefined conditions allowing us to render better service to our end user population. The integrated apps allow us interact with 3rd party systems allowing us greater flexibility.

Pros

3rd party app integrations
automated workflows
seemless integration with a Slack based service bot

Cons

3rd party apps have limited support and documentation
vendor offshore support can be spotty at times
asset management can be tricky to fully map all desired field items

Likelihood to Recommend

Freshservice was relatively easy to get started as a rapidly growing small business. We are able to fairly quickly establish basic workflows to enable end users to submit tickets on relatively short notice. It was easy to set up a service catalog. The integration with an automated service bot enables our end users to quickly find documentation to resolve their own issues before the need to even raise a ticket.

Verified User

Administrator in Information Technology (51-200 employees)

Vetted Review

2 years of experience

A good ticketing system that every company can use and reap benefits and keep high SLAs

Rating: 8 out of 10

Incentivized

April 11, 2025

Use Cases and Deployment Scope

We use Freshservice to track 1) SAP Support issues and 2) Mobile App support issues. It helps us a) prioritize the tickets easily b) easily move from one Agent to another c) keep track of all the discussions of a ticket in one place and not in company emails d) Make sure that all the tickets are addressed in a timely manner. e) Do some analysis of how many tickets we are getting on weekly basis f) Also, using it as knowledge base for future tickets. g) Option to check tickets from mobile phone also and respond. This is really good when we are out of office and not infront of the computer.

Pros

Helps keep all the discussions from multiple people in one place.
The dashboard is good for managers as they can see tickets at high level
The Announcements are a nice feature, to send any updates or notifications to the entire organization

Cons

Ability to create 'Statuses' at each 'Group' level. It is all or nothing for the entire organization
When there is a image embedded, you cannot click and zoom to make it big.
I have heard that creating workflow automator is little tricky. Ability to create workflow at each Group level would be great.

Likelihood to Recommend

It is well suited as a ticketing system.

Not sure about Assets and Projects. We tried to use Projects but never got a hang of it and did not use it.

Verified User

Vice-President in Information Technology (1001-5000 employees)

Vetted Review

5 years of experience

Freshservice delivers

Rating: 9 out of 10

Incentivized

April 11, 2025

Use Cases and Deployment Scope

We use Freshservice for incident handling, service requests, inventory management, problem management and change management. We support sites globally around the world and has a broad variety of tasks coming our way from installing simple hardware/software to large IT projects. Freshservice is a great platform to automate our processes.

Pros

Workflow automation
Analytics reporting
Features
Inventory management

Cons

Automation of inventory management
Limited Individual workspace options

Likelihood to Recommend

Freshservice has different plans according to your business size/needs, so no matter what it's a great product and can be very simple to use if required.

Verified User

Administrator in Information Technology (501-1000 employees)

Vetted Review

3 years of experience

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