Freshworks Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines AI applications in IT service management as tools that augment and enhance IT service management (ITSM) workflows using AI. These analyze ITSM data and metadata (primarily found in ITSM platforms) to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, features extending an ITSM platform or an add-on to an ITSM platform. AI features enable I&O teams to optimize IT support and service management processes (such as incident and problem management) through insight and automation. This can lead to tangible reduction in costs, such as labor savings by handling support issues and requests automatically, faster resolutions, and improved accuracy in triage, categorization and expert identification. In addition to addressing overheads, AI solutions can improve the employee-facing user experience and enhance IT’s relationship with the business consumer. Some features, such as intelligent risk advisory, can help I&O leaders reduce disruptions and provide reliable IT services.

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AI Applications in IT Service Management

Freshservice

Freshworks

Senior Database Administrator

We like the help desk management features as well as the KB that we can build. The problems are that organizing the KB is needlessly confusing. Licensing is silly. It costs us more to order a large number of business agent licenses than it does to order a bunch of IT agent licenses, which makes no sense at all.

<50M USD

50M - 250M USD

250M - 500M USD

500M - 1B USD

1B - 3B USD

Gov't/PS/ED <5,000 Employees

3B - 10B USD

Gov't/PS/ED 5,000 - 50,000 Employees

10B - 30B USD

30B + USD

IT Associate

Ticketing itself is nice and we do appreciate how flexible the workflows are for different ticket queues and teams, but it can be complex to implement and troubleshooting these during implementation is a bit confusing. Asset management is a potential use case for Freshservice as well, but we've found it to be extremely lacking in both information gathered and ease of implementation (with the scanning server application still requiring internet explorer on its backend).

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Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates globally.

Freshworks designs ridiculously easy-to-use software for businesses of all sizes, making it effortless for them to delight their employees and their customers. Affordable, quick to implement and designed for the end user, more than 50,000 companies worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Decent help desk software but some features could use more finesse

Critical Review

Complex Implementation and Limited Asset Management Cited as Notable Challenges

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