Freshservice: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: Freshservice
Brand: Freshservice
Rating: 4.55 (15911 reviews)

4.55 5

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(15911)

Product and Vendor News

Freshworks Puts Revenue Growth in Focus with Unified Global Sales ... 05/03/2026
Freshworks Unifies Global Sales Organization to Accelerate... 04/03/2026
Freshworks to Announce Fourth Quarter and Full Year 2025 Financial Results on February 10, 2026 - Yahoo Finance 12/01/2026
Freshworks Appoints Kady Srinivasan as Chief Marketing Officer - GlobeNewswire 06/01/2026

Customer stories

Product Business Settings

Freshservice is popular in Information Technology And Services, Computer Software, and Education industries and is widely used by Small Business, Mid Market, and Enterprise.

Integrations

Digital Analytics

Data Management Platform

SMS Marketing

Marketing Automation

Freshservice Product Overview

Freshservice offers AI-powered IT service management that is both intelligent and easy to use. Designed for enterprise-level operations, it minimizes complexity.

How satisfied the customers are with Freshservice use-cases

Reviews

"Freshservice is easy to use, everybody understands it, doesn't take very long for anyone to learn" - Andrew McDonald

"If another organization is frustrated with their current ITSM tool and wants a breath of fresh air, then Freshservice is there ready and waiting." - Adam Le Feuvre

Freshservice Customer Insights, Testimonials and Case Studies

How can Freshservice optimize your Helpdesk Management Workflow?

Freshservice offers a reliable helpdesk management solution with easy setup and administration. It includes features for managing tickets, integrating with other services, and analyzing data. However, some requested features remain unimplemented, despite being available in competitor products.

"...The mobile app is convenient, especially now that support helped me figure out how to use custom views to see just the tickets with a certain tag...." Peer review by Jeremy J.

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What benefits does Freshservice offer for Knowledge Management?

Freshservice offers a robust knowledge management system. It facilitates knowledge base creation, customer support, and knowledge sharing. Users can create knowledge base articles from resolved incidents and customize the knowledge base extensively. Knowledge base functionality is limited by formatting inconsistencies and limitations.

"...The personal need for asset, time, and resource management as well as a location to compile a simple knowledge base for the organization...." Peer review by Consultant in Computer Software

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How efficiently Does Freshservice manage your Workflow Management?

Freshservice allows users to design and implement custom workflows for various service request tracking needs. It offers powerful automation capabilities, enabling users to create complex workflows easily, thereby improving team efficiency and control. Freshservice offers a comprehensive feature set, but its search functionality could be improved for easier access to basic features.

"...It provides visibility to both technicians and customers into the status of their tickets and allows us to manage our workflow...." Peer review by Executive Sponsor

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How can Freshservice optimize your Engagement Management Workflow?

Freshservice Engagement Management capabilities enable users to easily log requests, receive timely support, and track progress. The system facilitates customer interaction and tracks requests through completion. The platform lacks automated follow-up features to assess the effectiveness of implemented features.

"...There support is awesome, they help you and keep followup until the issue is not resolved...." Peer review by Shain, ReBiz

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What solutions does Freshservice provide for Customer Feedback Management?

Freshservice enables organizations to collect, analyze, and report on customer satisfaction data through integrated surveys, feedback mechanisms, and reporting tools. These features promote agent engagement and improve service delivery by providing insights into customer sentiment and agent performance. However, the customer satisfaction module could be more flexible and customizable.

"...The customer service are usually very quick to respond and will go the extra mile for optimal customer satisfaction...." Peer review by Pie, PR Beheer

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What is Freshservice?

Freshservice is a Service Management solution that acts as a force multiplier, helping businesses of all sizes achieve efficiency, effectiveness, and greater ROI.

Freshservice achieves greater efficiencies with AI and automation, empower employees with a consumer-grade user experience in the channel of choice, whether MS Teams, Slack, or with the Freshservice chatbot. It also provides a rich API for custom integration, automated workflows, smart analytics, ecosystem partner solutions, and hundreds of marketplace Apps, and so on.

Its features include track, prioritize, assign, and automate resolution processes to drive service desk efficiency, easily resolve tickets based on priorities, and automate escalation rules to communicate about SLA violations, improve productivity, prioritize, categorize, assign and close tickets, send for approvals, and notify agents and users automatically and many more.

What is Freshservice used for?

Freshservice is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Knowledge Management and Workflow Management .

What are the top features of Freshservice?

Ticketing, Dashboard and Alerts: popups & Notifications are some of the top features of Freshservice.

Who uses Freshservice?

Freshservice is used by Information Technology And Services, Computer Software and Education among other industries.

What are Freshservice alternatives?

Cayzu Help Desk, Agiloft Contract Management Suite, Vision Helpdesk and LiveAgent are popular alternatives for Freshservice.

Where is Freshservice located?

Freshservice is headquartered at 2950 S. Delaware Street, Suite 201, San Mateo CA 94403.

11 buyers and buying teams have used Cuspera to assess how well Freshservice solved their Help Desk needs. Cuspera uses 15911 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

CUSTOMERS	TESTIMONIALS
Andrew McDonald Vroom	Freshservice is easy to use, everybody understands it, doesn't take very long for anyone to learn Testimonial By Andrew McDonald
Adam Le Feuvre Project Manager M&C Saatchi	If another organization is frustrated with their current ITSM tool and wants a breath of fresh air, then Freshservice is there ready and waiting. Testimonial By Adam Le Feuvre
Robert Parker Descartes System Group Inc	We chose Freshservice due to the ability to quickly on-board our acquisitions from different legacy products into something that was state of the art Testimonial By Robert Parker

CUSTOMERS	TESTIMONIALS
Andrew McDonald Vroom	Freshservice is easy to use, everybody understands it, doesn't take very long for anyone to learn Testimonial By Andrew McDonald
Adam Le Feuvre Project Manager M&C Saatchi	If another organization is frustrated with their current ITSM tool and wants a breath of fresh air, then Freshservice is there ready and waiting. Testimonial By Adam Le Feuvre
Robert Parker Descartes System Group Inc	We chose Freshservice due to the ability to quickly on-board our acquisitions from different legacy products into something that was state of the art Testimonial By Robert Parker