Overview
Product Information on Freshservice
Updated 4th May 2026
What is Freshservice?
Freshservice Pricing
Overall experience with Freshservice
IT Manager
250M - 500M USD, SoftwareFAVORABLE
“Easiest to set up for Enterprise Service Management”
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
IT Associate
50M - 250M USD, Healthcare and BiotechCRITICAL
“Complex Implementation and Limited Asset Management Cited as Notable Challenges”
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).
About Company
Company Description
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.
Company Details
Company type
Public
Year Founded
2010
Head office location
San Mateo, United States
Number of employees
5001 - 10000
Annual Revenue
500M-1B USD
Website
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- IT Manager50M-1B USDSoftwareReview Source
Easiest to set up for Enterprise Service Management
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 - It ManagerGov't/PS/EdEducationReview Source
Automation and Workflow Features Enhance Support But Customisation Can Be Complex
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. - Security Operations Center Analyst50M-1B USDFinance (non-banking)Review Source
Ease of Use and Integration Stand Out Amid Dashboard and Reporting Challenges
We moved to Freshservice almost 18 months ago and how we found it to be a breath of fresh air. This has streamlined our phishing investigations, the phish alert button has been configured to link to Fresh and create a ticket that is populated with all the required info and then be assigned to the SOC team. We've been able to increase our investigation speeds so much more efficiently thanks to Fresh. - IT ManagerGov't/PS/EdGovernmentReview Source
Great Usability and Performance, though Some Modules Still Need Maturing
My overall experience with Fresh Service has been very positive. The platform is sleek, intuitive, and user-friendly, which makes day-to-day work easier. It's fast. simple to navigate, and highly adaptable. The ability to make changes quickly and efficiently has been a major advantage for our IT operations. - It Associate50M-1B USDRetailReview Source
Ease of Use Stands Out, Knowledge Management Interface Needs Improvements
It’s a pretty solid ticketing system, and my users seem to have taken to it pretty easily. Knowledge management could be better, but it gets the job done. Asset tracking is better than anything we have used previously.
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