Freshworks Reviews, Ratings & Features 2026 | Gartner Peer Insights

Hardware asset management (HAM) tools are needed within a technology asset management strategy to oversee hardware visibility, manage life cycles, optimize costs and reduce risk. HAM tools are software applications and technology used by organizations to manage the life cycle of different hardware assets, including IT, line of business and facilities management — regardless of location and industry.

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Hardware Asset Management Tools

Freshservice

Freshworks

It Network Security Engineer

The user interface is fairly easy to navigate, though it can be a little cluttered based on the shear amount of detail that can be added to tickets, problems, assets, contracts etc.  The reporting helps identify key metrics for the team and setting up individual dashboards is simple whilst flexible to allow them to be easily shared.  The basic asset discovery was functional but a little cumbersome, so we reverted to agents on Windows devices and manual entry for the network devices etc.  The deployment was smooth, though there is so much customisation that I think the system will be in a constant state of improvements to ensure we get the most out of it.

50M - 250M USD

<50M USD

500M - 1B USD

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

250M - 500M USD

1B - 3B USD

10B - 30B USD

Director Of Product And Engineering

We used Freshworks as HR Tool to keep and track the records for our employees including docs, time sheet, vacation calendar and Hardware allocation.

Software Developer

Our overall experience with Freshservice has been very positive. We are using it to manage internal IT service requests, asset-related activities, approvals, and support workflows in a more structured way. Previously, many requests were handled manually or through scattered communication, but Freshservice has helped us bring better visibility, tracking and accountability into the process.

The product is easy to use for both IT users and end users. Ticket creation, assignment, SLA tracking, workflow automation, and reporting are useful in daily operations. The service catalog and approval workflow also helped standardize common tasks across many enterprise tools, which helped our team adopt it faster.

What worked well for us was the clean interface, faster ticket handling, automation options, centralized and deeper configuration flexibility for complex workflows, and better guidance during initial setup. Overall, Freshservice is a reliable and practical ITSM platform for organizations that want to improve service desk efficiency without making the system too complicated.

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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

Freshservice is a user-friendly and reliable ITSM platform that improves ticket tracking, workflow automation, and IT service visibility.

Critical Review

Assessing Freshworks: Interface, Automation Features, and Hardware Allocation Usage

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