Freshservice Reviews: What Real Users Are Saying in 2025

Ramya Balakrishnan
-
Updated on : July 25, 2025 July 24, 2025

Let’s be honest — picking the right ITSM tool isn’t easy.

Everyone’s promising “seamless ticketing,” “powerful automations,” and “AI magic,” but what really matters is what actual users are saying. That’s why we went deep into Freshservice reviews — from G2, Trustpilot, Software Advice, and Gartner — to understand how this platform holds up in 2025.

Here’s what we found, what users love (and don’t), and how Freshservice stacks up against Desk365, one of its leaner, more affordable competitors.

What is Freshservice?

Freshservice, built by Freshworks, is a cloud-based IT Service Management (ITSM) tool aimed at mid-sized to large businesses. It’s designed to help IT teams streamline internal support, automate workflows, and manage assets — all from one platform.

It’s commonly used for:

Incident and service request management
Asset tracking
Change and problem management
Workflow automation
SLA tracking and reporting

Freshservice also includes native integrations, a service catalog, self-service portal, and mobile apps — making it pretty flexible across teams beyond just IT.

However, similar to any complex platform, the Freshservice reviews are mixed — there’s a lot to love, but also some growing pains.

Let’s break it all down.

Freshservice Reviews & Why Desk365 is Worth Considering

Quick Summary (TL;DR)

Freshservice is a strong ITSM tool – great for mid-to-large teams, with ticketing, asset management, automation, and reporting features.
Users love its ease of use – intuitive UI, mobile app, and centralized collaboration across departments.
But there are pain points – pricing gets steep, workflows can be rigid, integrations need work, and support is inconsistent.
Desk365 offers a simpler alternative – with AI-powered features, seamless Microsoft Teams integration, time-based automation, and affordable pricing starting at $12/agent/month.

Want to understand how it compares with its sibling product? Check out our Freshdesk vs. Freshservice comparison — it’s one of our most-read blogs and ranks in the top results on Google.

What features does Freshservice offer?

Freshservice brings together a robust suite of IT service management (ITSM) tools — and while it’s positioned as an IT helpdesk platform, it has evolved to support operations beyond just IT, including HR, facilities, and legal. Let’s break down what you actually get. Key features include:

Ticketing – Omnichannel support (email, chat, phone), ticket templates, and parent-child ticket linking.
Automation – Visual workflow builder, SLA management, and canned responses to handle repetitive tasks.
Knowledge Base – Internal and public KBs to power self-service and reduce ticket load.
Asset Management – Asset discovery, procurement tracking, and hardware/software lifecycle management.
Reporting – Prebuilt dashboards and customizable reports to track KPIs.
Integrations – 100+ tools like Jira, Slack, and Google Workspace (with some setup challenges).
Mobile App – iOS and Android apps for ticketing and dashboards on the go.
AI – Basic AI for ticket categorization, chatbots, and suggested replies.

Freshservice ratings overview

Across major review platforms, Freshservice earns generally positive scores, with users praising its intuitive UI, automation, and asset management capabilities—but some reviews mention rigidity in workflows, limited customization, and inconsistent support quality.

Freshservice ratings snapshot

Platform

Rating (out of 5)

Highlights

G2

⭐ 4.6/5

Intuitive UI, automation, asset tracking

Capterra

⭐ 4.5/5

Easy to set up, good documentation

Gartner

⭐ 4.2/5

Comprehensive ITSM, user-friendly

Trustpilot

⭐ 3.2/5

Complaints on billing and support

Freshservice reviews, what users like

✅ Easy to use — For everyone

Whether you’re on the IT team or the end-user submitting tickets, Freshservice is praised for being intuitive. Here is what users have written on review platforms:

“Easy to use for IT staff, easy to expand into other departments, and all in one place for IT management.”

“What I like best about Freshservice, in a more casual way, is that it’s super easy to use and doesn’t make your head spin. Everything’s clean, organized, and you don’t need to be a tech wizard to figure things out.”

That’s a big deal when you’re rolling out a tool across HR, Facilities, or Finance.

✅ Mobile App + Multi-department collaboration

The mobile app gets a thumbs-up, as does the ability to:

Add child/linked tickets
Merge tickets
Create templates for recurring issues
Collaborate across teams

One review put it nicely:

“It’s a great centralized SaaS solution for support teams to collaborate on tickets across departments.”

✅ Automation & customization

Workflows, SLAs, canned responses, ticket auto-routing — Freshservice has the backend muscle. You can customize a lot (sometimes too much — more on that below).

“From ticket management, integrations with other systems, to workflows and automation, the platform offers a lot of depth and scalability.”

✅ Asset tracking is solid

The asset probe and procurement tracking features help with inventory and monthly reporting.

“The asset probe is super helpful for managing the fleet coupled with the new Procurement section makes tracking purchased assets and monthly reporting supper helpful.”

✅ It centralizes everything

Instead of bouncing between systems, Freshservice can be your one-stop shop for support, workflows, and assets.

“Freshservice ITSM platform is becoming our one stop shop for all our divisions IT departments but other departments are also joining in on the platform as well such as HR, finance etc, this is to help them keep track of requests etc as well.”

Where users are getting frustrated

Now, let’s talk about the not-so-glowing Freshservice reviews.

❌ Support quality? Inconsistent

Many users expressed dissatisfaction with customer support, especially after the initial onboarding:

“The support from the original team who created our workflows is non-existent.”

“1st tier chat support is terrible.”

Others said the support team kept changing points of contact, making it hard to get help when workflows break.

❌ Workflow logic can get overwhelming

Freshservice has powerful workflow tools… but the rule logic can be confusing. Some users said it took “a lot of iterations” to get things right.

“It’s hard to report on custom fields, and the system can be rigid in what can/can’t be done.”

This can be a real pain if your team doesn’t have technical admin resources.

❌ Pricing complaints — Especially for small teams

If you’re a small IT team or nonprofit, Freshservice can get pricey fast.

“Licensing costs are high… poses a challenge for a small team.”

One Trustpilot reviewer was more direct:

“They charge more than what they initially state.”

❌ AI, Integrations & Gaps

Freshservice isn’t without some limitations. Several users pointed out:

Lack of strong AI features (e.g., poor search functionality)
Limited remote support integrations
Difficult integrations with HRIS or SIEM systems
Rigid portals with limited customization

“We had to modify code on the portal to make it work for us.”

We pulled out a few unfiltered snippets from real users:

“It has great automation capabilities and helps create SOPs and documentation.”

“Search is not very good… sometimes I have to search email instead of Freshservice to find a ticket.”

“Clean layout, easy to navigate, seamless between modules.”

“Lack of customisation on forms and categories – I can’t even change labels.”

A few standout quotes from Trustpilot:

⭐ 1-star: “Please do not do business with this company.”

⭐ 3-stars: “The Change Management module needs a lot of work.”

⭐ 5-stars: “We’ve used Freshservice since 2016. It just works.”

Desk365 vs Freshservice: Which one’s right for you?

While Freshservice delivers robust ITSM capabilities and is well-suited for large IT teams or organizations that need asset tracking and a formal service catalog, it can sometimes feel like overkill for smaller teams or fast-moving support environments.

Desk365, on the other hand, is built for simplicity, speed, and seamless integration with Microsoft Teams. It’s everything your support team needs — without the bloat or steep learning curve.

Here’s how the two stack up side by side:

Freshservice

Desk365

Ticketing

Omnichannel (email, chat, phone), ticket templates, linked/child tickets

Omnichannel (email, Microsoft Teams, web forms, widgets, support portal), custom ticket fields

Automation

SLA management, visual workflow builder, canned responses

Time-based triggers, SLAs, automation rules, canned responses

Knowledge Base

Public and internal knowledge base

Public and private KBs, AI-powered KB article generation from tickets

Reporting

Prebuilt dashboards, custom reports, export options

Built-in dashboards, performance trends, custom reports, agent-wise stats

Integrations

Including Jira, Slack, Azure, Google Workspace

Integrations including Microsoft Teams, Asana, Jira, Azure AD, MS Planner, Power BI

Mobile App

Yes – full-featured mobile apps for iOS and Android

No mobile app, but responsive web app

AI

Basic – ticket categorization, chatbot, suggested replies

AI-powered drafting, redrafting, translation, grammar check, AI Agent for summaries & KB creation

Team Collaboration

Internal notes, assignments, team huddles

Microsoft Teams integration for ticketing and internal collaboration

Pricing

Starts around $29/agent/month, billed monthly goes up significantly with modules

Starts at $16/agent/month, billed monthly, simple and transparent plans

Why Desk365 might be the better pick

If you’re a large enterprise with the time, budget, and IT bandwidth to tweak complex workflows — Freshservice might be a solid choice.

But if you’re looking for a simpler, cleaner, and faster alternative without compromising on core ITSM features, Desk365 could be your new favorite.

Desk365 not only delivers powerful helpdesk capabilities but also ships regular product updates and feature releases, ensuring the platform continuously evolves to meet modern support needs. And yes, there’s a lot more innovation planned for the future.

Give Desk365 a try and see why more teams are switching from complex tools like Freshservice.

Frequently asked questions

What is Freshservice used for?

Freshservice is a cloud-based IT service management tool used to manage IT tickets, automate workflows, track assets, and maintain a knowledge base for internal teams.

What is the difference between Freshservice and Freshdesk?

Freshservice is built for internal IT service management (ITSM), while Freshdesk is designed for external customer support and helpdesk operations.

How much does Freshservice charge per user?

Freshservice pricing starts at around $29 per agent/month and can exceed $119 per agent/month for advanced Enterprise features.

Ready to Simplify Support?

✅ No setup hassles

✅ Seamless Teams integration

✅ AI features that actually save time

✅ Plans starting at just $12/agent/month

Choose the right helpdesk for your business

Trusted by the best

Need assistance with Desk365? Get started with our articles in the Help Center!

Related Blogs

Ramya Balakrishnan – June 19, 2025

Suvedha Balasubramanian – January 26, 2025

Suvedha Balasubramanian – March 24, 2025