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Freshservice pros and cons

Vendor: Freshworks

4.1 out of 5

40 reviews
97% willing to recommend

Pros & Cons summary

Freshservice enables development teams to focus on client needs by efficiently managing requests and leveraging workflow automation and integration capabilities. It enhances productivity with automated triggers and streamlined service handling. Centralized incident management and quick resolution times support IT operations. Customization and broad features suit different company sizes. However, reporting is limited, search functionalities glitch, only one plan per subscription is allowed, and integration with Outlook and Google can improve.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Freshservice allows the development team to focus on client requirements by efficiently managing requests and assignments.

It offers valuable workflow automation and simplified integration capabilities, enabling quick implementation and improvement of processes.

Freshservice enhances productivity through automated triggers, effective ticket management, and streamlined service handling, leading to a fast return on investment.

With Freshservice, organizations benefit from centralized incident management, quick resolution times, and reduced workload, greatly aiding in IT operations management.

The platform supports a transition to process-oriented operations, offering comprehensive customization and a broad feature set suitable for various company sizes.

CONS

Reporting and management information are limited, affecting timely incident reporting.

Search functionalities experience glitches, like disappearing search boxes when canceling categories.

Only one plan is allowed per subscription, limiting flexibility in plan assignments for users.

Integration with Microsoft Outlook and Google can be improved.

Freshservice needs consistency across modules and improved technical support.

Freshservice Pros review quotes

RF

IT Service Delivery Manager at Symposiam

Nov 30, 2025

Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.

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reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Nov 27, 2025

Freshservice has had a significant positive impact, especially when managing AWS-related IT operations by centralizing incident management and automating repetitive tasks.

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AR

Technical support manager at a tech vendor with 201-500 employees

Dec 1, 2025

We have definitely seen a return on investment based on the use cases we have implemented.

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Free Report: Freshservice Reviews and More

Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,244 professionals have used our research since 2012.

Cloud Engineer at To The New

Jan 28, 2026

All features explored in Freshservice have proven to be helpful in reducing workload and ticket redundancy.

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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Dec 4, 2024

We use the ticketing system primarily, which is very easy to use for all users.

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reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Nov 22, 2024

With Freshservice in place, we have reversed the trend of creating tickets.

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Senior Services Manager at NextCom Systems Inc

Jul 30, 2024

It's very handy and very easy to use.

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MJ

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Nov 11, 2024

It allows for customization and offers a broad feature set.

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JV

Jesus Villanueva

Private at Private Entrepreneur

Apr 24, 2024

One of the things I liked about Freshservice was how easy it was to implement. While it doesn't have extensive customization capabilities, the available options are sufficient for certain sizes of companies. You don't need to customize your ticketing system much. Freshservice is a great solution because you can implement it very quickly. You can upload your catalog, and you're done in maybe a week or two.

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General Manager - Head of IT and Security at Centratama Group

May 30, 2024

The workflow and the change management process are valuable.

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Freshservice Cons review quotes

RF

IT Service Delivery Manager at Symposiam

Nov 30, 2025

While the dashboards are effective, some users find custom reporting limited compared to ServiceNow or Jira.

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reviewer2782932

Security Engineer (SOC) at a tech services company with 51-200 employees

Nov 27, 2025

The automation workflows are powerful, but the UI can feel limited; once the workflows get complex, it becomes hard to visualize them.

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AR

Technical support manager at a tech vendor with 201-500 employees

Dec 1, 2025

Freshservice can be improved by enhancing Asset Management or CMDB accuracy.

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Free Report: Freshservice Reviews and More

Learn what your peers think about Freshservice. Get advice and tips from experienced pros sharing their opinions. Updated: May 2026.

893,244 professionals have used our research since 2012.

Cloud Engineer at To The New

Jan 28, 2026

Freshservice has an AI agent that needs improvement for finding knowledge base articles.

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Trilochana Gouda

IT manager at a comms service provider with 1,001-5,000 employees

Dec 4, 2024

There is a need for improvement in terms of automatic escalation to the next level if an issue is not resolved.

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reviewer1959714

IT & Operations Manager at a financial services firm with 51-200 employees

Nov 22, 2024

Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information. Some manual information still needs to be entered.

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Senior Services Manager at NextCom Systems Inc

Jul 30, 2024

There is room for improvement in reporting for project management.

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MJ

reviewer9072573

IT Technician at a retailer with 1,001-5,000 employees

Nov 11, 2024

I experienced some delay in response time for non-function critical queries.

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JV

Jesus Villanueva

Private at Private Entrepreneur

Apr 24, 2024

I think it would be great if the tool had another version that is more customizable. From what I remember, there were some limitations regarding the number of assets you could track. In a more robust version, the number of assets increases, but I think it would be better to have something more customizable for all versions, especially the most robust version. This would be great for larger customers.

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General Manager - Head of IT and Security at Centratama Group

May 30, 2024

Freshservice automation capabilities are improving the way we respond to a few customers. There is a bit of delay when we must respond to the customer.

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Show 10 more reviews (out of 38)

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