# Page 27 | Freshservice Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 27 - Is Freshservice the right IT Service solution for you? Explore 683 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132997/Freshservice/reviews --- Freshservice 4.5 (683) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 23rd, 2026 # Page 27 - Reviews of Freshservice ## Showing most helpful reviews Showing 651-675 of 683 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Alina B. Corporate Marketing Associate Information Technology and Services Used the software for: Less than 6 months ### "null" December 2, 2016 5.0 Review Source Simone G. Information Technology and Services Used the software for: I used a free trial ### "null" May 12, 2016 4.0 Review Source David K. Enterprise Support engineer Information Technology and Services Used the software for: I used a free trial ### "A tool best suited for Internal IT departments" March 7, 2019 4.0 Pros Fresh service has an exemplary customer support to ensure all the required help is offered seamless. This complements the tool. Cons The customer data structure make it impossible to store branch level relationships, making one duplicate records for cases of customers with multiple sites Review Source IS Irfan S. Used the software for: ### "Freshservice has greatly improved our helpdesk workflow." November 9, 2016 4.0 Before Freshservice we were using an email based workflow for help desk, needless to say it was difficult to keep track of tasks and escalation. We looked at three different SaaS solution for helpdesk and decided to move forward with FreshService. Key differentiator for us were: - Ease of deployment and use. - Simple workflow that we can adapt to our needs. - Great customer service. Freshservice was leader in all three categories. Review Source KB Kathryn B. 3rd Party Service Manager Information Technology and Services Used the software for: Less than 6 months ### "Very good experience so far" March 13, 2018 5.0 Pros What I really like about this product is it's ease of access and use, the user interface is very good and I can easily locate where I need to be. Review Source JW Joshua W. CEO Used the software for: ### "Great Product" July 3, 2014 3.0 Because we are a small but rapidly growing IT company the free version was perfect for us. It's given our clients a great way to communicate with us without being over complicated. Review Source PL Philip L. Partner Used the software for: Less than 6 months ### "Quick, easy and helpful" March 2, 2018 5.0 Pros I like the ability to customize almost everything and the ease of which you can set it up. It also has a great feature set. Review Source JJ Jake J. Service Department Manager Used the software for: Less than 6 months ### "Adding value after one afternoon." April 11, 2018 4.0 Pros The ease of setup was great. In less than four hours we had the front end customized and auto response emails set up. We use the system to process returns of medical devices and our customers love getting near instant responses with return instructions. Cons It is difficult to get the information out of the database and into Excel for trending. Many customer have emails from fresh-service blocked by spam filters or firewalls which make getting them set up a little harder. Review Source KE Kevin E. Help Desk Technician Used the software for: Less than 6 months ### "very prompt, clear support" March 7, 2018 5.0 Pros very customizable, very easy to use. support for the product is top notch. canned responses make things much easier Review Source RM Riccardo M. Account Manager Entertainment Used the software for: Less than 6 months ### "Good help desk" April 25, 2019 4.0 Pros Offers a great amount of features for customer support. The number of features expanded with time, which gives you the feeling that value for money is good for the software Cons Reporting could be improved, it does not provide sufficient details of projects performed Review Source PP Paul P. Director Used the software for: ### "Freshservice" July 11, 2014 2.0 Product is ok but Lansweeper is better - need to do more work unfortunately but it holds promise. The discovery tool did not find 1/3 of devices. Review Source Response from Freshworks July 14, 2014 Hi Paul, Thanks a lot for your feedback. There are indeed some glitches in the discovery tool. We are coming up with an agent model which will solve the issues you are facing. Thanks. Narain. Freshservice. VR Verified Reviewer Web Content Writer (work from home) Information Technology and Services Used the software for: Less than 6 months ### "Excellent service desk software" October 3, 2019 5.0 Pros Freshservice is simple to use and offers a slew of great support features such as ticketing system, self-service portal, knowledge base, and more. Cons This software is top rate and there are no visible drawbacks. Review Source DS Daniel S. Used the software for: ### "From Stale to Fresh" November 11, 2016 5.0 We were using an outdated ticketing system, which was great when first deployed, but was past its prime. We checked out many different systems, but ending up going with Freshservice. Since then, we have had an increase in productivity and great feedback from our users. Review Source LR Luca R. Social Media Manager Entertainment Used the software for: Less than 6 months ### "A good help desk" March 4, 2019 5.0 Pros There are multiple ways to register support and handle tickets. Customer service was very responsive Cons It doesn’t have many third-party integrations available Review Source AA Az A. Used the software for: ### "null" January 21, 2019 5.0 Review Source CM Chris M. Used the software for: ### "null" January 6, 2019 5.0 Review Source BM Ben M. Used the software for: ### "null" March 10, 2019 2.0 Review Source JJ Jesse J. Regional Solutions Manager Construction Used the software for: ### "null" April 24, 2018 2.0 Review Source DP David P. Used the software for: ### "null" April 6, 2019 5.0 Review Source BB Beverly B. Used the software for: ### "null" April 4, 2018 4.0 Review Source MM Michael M. Real Estate Used the software for: ### "This product is very simple to setup and use" August 12, 2014 4.5 Pros I was able to speak to a live person when I had questions about the product. Cons We do not have any negative issues with the program. There are additional features that we have not set up yet. Review Source SA Simon A. Website Designer Used the software for: Less than 6 months ### "Simple design, many functionalities and easy to use" March 8, 2018 4.0 Pros The interface is smooth and easy to navigate trough. It has many functionalities and features. They're easy to use and relevant. The support is fast and kind and the mobility when using the software is fast. Cons The software have some scalability issues for non-premium users even though it has a highly flexible system and the billing is too basic. Review Source VW Vernon W. Electrical/Electronic Manufacturing Used the software for: ### "Freshservice delivering a simplified solution for IT Help Desks" February 4, 2015 4.5 Pros It's simple to setup and use with many nice options. Support is very helpful when needed. Cons I would like to be able to design custom ticket templates, and the reports are very lacking. Review Source VW Vernon W. IT Manager Used the software for: ### "Nice, simple ticketing tool" July 14, 2014 4.0 We like the simple end-user interface; and custom fields. End-user adoption has been high. Great tool for ticket management. I look forward to exploring the Asset Management features. It would be nice to have more reporting options. Review Source SP Sachin P. Dev Ops Engineer Computer Software Used the software for: 6-12 months ### "Decent product for integration ona larger scale than expected" May 17, 2018 4.0 Pros It has got the ability to make changes on a very systemic level on a grand scale and that really hold up in a big company like mine. Nice integration facility. Cons Cannot point out any as of now and the FAQs along with Customer service helps a lot to get through and a lot let hassle than i imagined to set it up. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.