Freshworks Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines IT service management (ITSM) platforms as software that offers workflow management and automation for organizations to deliver, operate, improve and govern IT-enabled services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, some ITSM platforms are also available for on-premises deployments as per organizational needs. Heads of infrastructure and operations (I&O) use ITSM platforms to continually improve the services they deliver. ITSM platforms address the problems of uncoordinated and inconsistent handling of technology-related tasks, helping to reduce operational risks, eliminate inefficiencies, and prevent business disruptions. By capturing, tracking, and reporting on service-related activities across the technology estate, the platform serves as a unified system of record for ITSM actions, enabling teams to establish clear ownership and ensure that decisions and outcomes are fully traceable. ITSM platforms boost teams’ efficiency by automating processes, streamlining decision making and providing seamless integration with third-party applications. These platforms enhance the end-user experience and help IT services remain agile and aligned with business goals. Heads of I&O increasingly rely on these products to support digital business transformation beyond IT.

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IT Service Management Platforms

Freshservice

Freshworks

IT Manager

Freshservice is extremely impressive for teams not wanting to worry about a ton of administrative problems with their ESM tool. Agents that aren't administrators find it really easy to start picking up tickets. As an admin I find it really easy to build a workflow to be able to achieve the type of automation for these tickets we need. I also like how I can customize almost every part of the design of the Freshservice Portal for end users.
Being able to configure designs and features for end users or agents without being a developer is something that I think a lot of the major players miss on. Given that I think if you are looking to create the best experience for all involved, Freshservice is definitely second to none.
Where they come up short on that, other tools that are doing really well is the conversational chat bots and leveraging their workflow tools to be able to do more custom automations that a lot of IT ops teams are looking for these days. It really is not the biggest need for our team though so we are happy nonetheless with their tool

50M - 250M USD

<50M USD

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

250M - 500M USD

500M - 1B USD

1B - 3B USD

3B - 10B USD

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

10B - 30B USD

30B + USD

Gov't/PS/ED 50,000 + Employees

It Manager

I was a IT technician that learned my job through this tool and it was decent, working, and evolving on the right path.

Our overall experience with Freshworks IT Service Management has been positive, particularly in improving the structure and visibility of our internal service processes.  We implemented the platform to centralise IT support requests, improve response times, and introduce better tracking and accountability across our team.

The system significantly improved our ticket management workflow.  Automated routing and SLA tracking helped us reduce response times and ensured that no requests were overlooked.  The reporting and dashboard functionality also gave management better visibility into recurring issues and team performance, which supported more informed decision-making.

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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

Automation and Workflow Features Enhance Support But Customisation Can Be Complex

Critical Review

Experience With IT Learning Tool Reveals Ease, Speed, And Intuitive Design

Likes and dislikes about

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