Freshservice
Reviews
Star rating
Rank in SaaS Management Platforms (SMP)
Pros and cons
Pros
- Ease of Use
- Features
- Automation
- Ticketing System
- Ticket Management
- User Interface
Cons
- Missing Features
- Limited Features
- Learning Curve
- Limited Customization
- Ticketing Issues
- Limited Functionality
Traffic & LLM citations
Source: G2 review data
Winning from
Losing to
Key stats
Adoption by company size
| Segment | Share of reviews |
|---|---|
| Small Business | 18.0% |
| Mid-Market | 60.9% |
| Enterprise | 21.1% |
Quarterly history
| Quarter | Reviews | Star rating |
|---|---|---|
| 2024 Q4 | 9 | 4.4 |
| 2025 Q1 | 11 | 4.6 |
| 2025 Q2 | 43 | 4.6 |
| 2025 Q3 | 10 | 4.6 |
| 2025 Q4 | 8 | 3.9 |
| 2026 Q1 | 9 | 4.4 |
| 2026 Q2 | 23 | 4.5 |
| 2026 Q3 | 26 | 4.4 |
Satisfaction ratings
What reviewers say
One of the Best ITSM Tools for Incident Tracking and Asset Management
“It is one of the best ITSM tool we have used. The tracking of incidents and with the asset module we were able keep track of assets like monitor and laptops which was very important for us. The self service portal was very helpful for new users.”
Great ITSM with Spot-On Incident and Change Management
“The ITSM capabilities of Freshservice is great. Incident and Change Management are on point. We were able to track all incidents as well as we thought we can”
Reviwed by vamshi samala
“The interface is very easy to adapt and the knowledge base helps us check if there was similar issue in the past and resolve those easily”