Freshservice Review: IT Service Management Solution in 2025

Is managing your company’s IT becoming a huge headache?

Do your team members complain about slow help and complex tools? You are not alone.

Old IT service desks often feel like a slow and messy process.

Juggling emails, lost tickets, and outdated asset lists is stressful.

It reduces the productivity of your IT team. This costs your business money.

What if there was a simpler way? A service management platform should help you, not hold you back.

This comprehensive Freshservice Review will cover everything.

Freshservice

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What is Freshservice?

Freshservice is a simple and powerful tool.

Think of it as a central hub for your company’s IT needs.

It is an IT Service Management (ITSM) platform. This means it helps your IT team manage how they deliver service.

Good service delivery is the goal. Freshservice ensures high service quality.

What does it actually do? It helps you track all your company’s equipment, like laptops and phones.

This is referred to as asset management and asset tracking.

It also has tools for incident management. This is how you quickly fix problems when something breaks.

Freshservice uses smart technology. It includes natural language processing to understand what people need help with.

It also utilizes security features such as role-based access controls.

This means only the right people see the right information.

Ultimately, it helps you run smooth operations and better manage your overall service operations.

Who Created Freshservice?

Freshservice was created by Freshworks. Girish Mathrubootham is the founder of Freshworks.

He started the company back in 2010. The main idea was simple.

They aimed to develop user-friendly business software. They believed that most business software was overly complicated and expensive.

Freshworks’ vision was to make tools that employees love to use.

They aimed to enhance both customer and employee experiences.

Freshservice came from this vision. It takes that simple, fresh approach and applies it to IT support.

The goal is always to make IT simple, fast, and friendly for everyone.

Top Benefits of Freshservice

• Boost IT Efficiency and Speed: Freshservice uses automation to handle repetitive tasks. This lets your agent focus on complex issues. This boosts IT team efficiency.
• Easy to Use for Everyone: The product has an intuitive interface and user friendly interface. Its intuitive design makes it easy for any organization to use. It is simple to sign up and get started.
• Complete IT Management on One Platform: You get all the features you need in one platform. This helps manage your entire infrastructure and all it operations.
• Better Tracking of IT Assets: Freshservice assists with accurate inventory management, ensuring accurate inventory management of all your hardware. This means you always know where your equipment is.
• Smart AI Assistant: The freddy ai agent acts as an ai assistant. This smart feature provides support and helps solve simple tickets automatically.
• Faster Problem Solving: It includes great tools for problem management. This helps identify the root causes of issues more quickly. It also supports change management with structured workflows.
• Simple Setup and Access: Being cloud based, it is always accessible from anywhere. This also helps ensure smooth transitions when setting up.
• Strong Security and Compliance: The system utilizes SSL encryption and provides audit logs for enhanced security and compliance.
• Better Integration with Other Tools: It supports many third party integrations. This helps connect Freshservice with other tools your organization uses.
• Simplified Onboarding: It streamlines employee onboarding by giving new hires immediate access to IT services.
• Helpful Documentation and Reporting: You can create detailed documentation and reports. Plus, the system offers actionable insights into IT performance.
• Flexible Pricing: There are many plans available, and you can choose to be billed annually. The enterprise plan and higher tier plans are designed for large enterprises, while others fit the mid market.

Best Features of Freshservice

Freshservice brings together a ton of tools in one place. It is not just a help desk.

It is a full platform designed to make your IT team’s work easier and faster.

The platform’s key features and advanced features allow for powerful automation and smarter ways of working.

Here are some of the key benefits Freshservice can offer your organization.

1. IT Service Management

This is the core of Freshservice. It provides your team with the tools to manage all service requests efficiently.

It includes incident management to resolve problems quickly and problem management to identify root causes, ensuring issues don’t recur.

You can set up your service requests with a structured workflow.

This ensures every request follows the right path and helps your team deliver excellent support every time.

2. IT Asset Management

Keeping track of your company’s technology can be tough.

Freshservice makes it simple with its IT Asset Management tools.

It automatically finds and tracks all your hardware and software.

This is crucial for allowing organizations to maintain an accurate inventory management record.

You can use this data to plan purchases better and stay compliant with software licenses.

3. IT Operations Management

This is where Freshservice helps your IT systems run smoothly every day.

It includes tools for Alert Management that combine multiple system warnings into a single view.

This reduces noise. It also offers On-Call Management to ensure the right person is alerted to issues 24/7.

This helps streamline all your it operations and keep your services up and running.

4. Project & Workload Management

IT work is not all about fixing broken things.

Your team also manages numerous projects, such as system upgrades and office moves.

Freshservice enables you to manage these projects alongside your service tickets.

You can create projects, assign tasks, and track deadlines.

This makes sure your team knows exactly what to focus on.

5. Managed Service Provider Support

If you are an MSP, Freshservice has tools built just for your practices.

It allows you to manage multiple client accounts from a single dashboard.

You can keep each client’s data separate while working from a single main account.

This enables MSPs to provide more effective support to all their diverse customers efficiently.

6. Security and Policies

Security is vital for any modern organization.

Freshservice offers robust features to safeguard your data.

For example, it utilizes features like role-based access controls to ensure that only authorized users can view sensitive information.

It also provides audit logs, allowing you to have a complete record of who did what and when.

Pricing

Pros and Cons

Before making a final decision, it is wise to weigh the benefits against the drawbacks. This balanced look helps you see the full picture.

Freshservice Alternatives

If Freshservice doesn’t feel like the perfect fit for your organization, there are other great ITSM tools you can consider.

These alternatives each have their own strengths, depending on what your team needs most.

• ServiceNow: This is the big choice for large enterprises. It is highly powerful and offers unmatched customization for complex issues, but it also comes with a higher cost and complexity.
• Jira Service Management: Ideal if your IT and development teams already use Atlassian products, such as Jira. It is very good for teams focused on agile development and DevOps practices.
• Zendesk: While it originally focused on external customer support, Zendesk is now a strong option for internal help desks. It is known for its intuitive interface and excellent multi-channel support options.
• ManageEngine ServiceDesk Plus: This tool is a suitable choice for those seeking a traditional, feature-rich ITSM solution. It often offers very detailed asset management and strong on-premise options.
• Atera: Atera is a robust RMM and PSA platform that provides MSPs and IT departments with powerful AI-driven tools. Its IT Autopilot and AI Copilot features help automate daily tasks and solve tickets faster than traditional methods.
• NinjaOne: NinjaOne is another powerful RMM and PSA solution often chosen by MSPs. It is known for its excellent remote monitoring tools and is highly rated for its user-friendly interface.

Personal Experience

When my IT team first started using Freshservice, we had a major problem.

Simple password reset tickets were flooding our inbox.

It was slowing down our work on bigger projects.

Switching to Freshservice was a huge relief.

The easy setup meant we could quickly organize our tickets,, andFreshservicee features took over the daily grind.

The most significant change was the rapid adoption of our team to the self-service options.

Here is how Freshservice helped my team:

• Ticket Deflection: We set up the knowledge base and the Freddy AI agent. This solved about 40% of the simple requests instantly. Our agents could finally focus on serious incidents.
• Faster Problem Solving: Utilizing incident management tools and linking related tickets enabled us to identify root causes more quickly. The AI suggested articles to agents, speeding up resolutions.
• Better Asset Visibility: The IT Asset Management feature provided us with a single view of all company devices. This ended the frustration of manually searching for equipment details.
• Clear Service Catalog: We utilized the Service Catalog to display to employees the available services. This provided us with structured workflows for requests like “New Employee Onboarding,” making them automatic and error-free.
• Cost Clarity: The transparent Freshservice pricing helped us better understand our budget. We initially chose the Growth plan, then scaled up to the Pro plan only when we needed problem management features.

Final Verdict

Freshservice is a strong choice if you need a simple yet powerful IT tool.

It handles all your core functions, like managing tickets and assets, very well.

The platform’s intuitive design means your team will quickly support Freshservice with minimal training.

While the best AI and advanced features are in the higher plans, the value starts early.

It is great for companies moving away from basic email support.

If you want better service and happier employees, Freshservice is worth the investment.

Frequently Asked Questions