Freshservice Reviews

What do you like best about Freshservice?Freshservice’s service management framework has brought welcome structure to our agency’s tangled stream of client feedback, freelance vendor requests and internal creative support tickets at Brightpath Creative Agency. As we juggle overlapping ad campaigns, our team needed one hub to triage requests without forcing our lean IT resources to build custom tracking systems from scratch, and its configurable ticket lifecycle tools fit our marketing workflows far better than generic project trackers we tested previously.What do you dislike about Freshservice?Recommendations to others considering Freshservice?I rely heavily on custom ticket fields and dynamic automation rules to tag incoming requests by client account, campaign type, creative discipline, and delivery milestone. When a freelance graphic designer flags a missing brand asset or a client submits a revision request for a social media campaign, the ticket auto-routes to the assigned account lead and copies our creative operations lead. The visual ticket pipeline lets me set status stages tailored to our agency workflow, such as Brief Received, Creative In Progress, Client Review, Revisions Locked and Deliverable Sent. This routing logic cuts roughly seven hours weekly that we once spent forwarding emails, chasing team members for status updates and manually logging request details across spreadsheets. Its native form builder also lets us embed intake forms on our shared client portal, so stakeholders submit structured change requests instead of sending unorganized email paragraphs.What problems is Freshservice solving and how is that benefiting you?

What do you like best about Freshservice?As Senior Accounting & Client Advisory Manager at Sterling Accounting Advisors, the feature I value most in Freshservice is its customizable ticket categorization paired with robust SLA rule builder, which helps our lean accounting firm keep tightly aligned with hard tax deadlines and client advisory commitments. We use Freshservice not just for internal IT requests, but to log all client deliverable requests, document follow-ups, tax notice escalations and coordination tasks with our contract tax preparers. I built separate ticket groups for quarterly bookkeeping reviews, 1099 processing, IRS correspondence and year-end tax package handoffs, and attached tiered SLA timers mapped to filing cutoffs. For example, any ticket tagged “IRS notice response” triggers a 48-hour priority SLA, while routine quarterly financial review requests run on a 10-business-day clock. During our busy Q1 tax season, this system stopped us from letting high-risk client notices slip beneath our workload. What do you dislike about Freshservice? Recommendations to others considering Freshservice?I rely heavily on the ticket template library, which saves me hours each week when standardizing intake forms for recurring client work. Each template pre-loads custom fields: client EIN, tax period, document checklist, assigned preparer and filing deadline. When a small business client sends in their bank statements and receipts for monthly bookkeeping, our admin can spin up a populated ticket in seconds instead of manually typing all the tracking details. The linked asset module also works well for us; we log each client’s approved cloud folder access, tax software licenses and shared advisory resources as assets tied directly to their ticket thread. If our contract tax partner needs access to a client’s QuickBooks file, we can reference the asset record right inside the ticket without jumping between separate spreadsheets. What problems is Freshservice solving and how is that benefiting you?

What do you like best about Freshservice?Interface is intuitive, cost is reasonable &mostly solves our needs when it comes to serving clients.What do you dislike about Freshservice?Knowledge base management and ticket property customization can feel a bit lacking, some basic QOL features like nested folders are locked behind the highest payment tier.What problems is Freshservice solving and how is that benefiting you?Knowledge base resource for clients, client issue tracking and resolution via tickets.

What do you like best about Freshservice?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 canWhat do you dislike about Freshservice?Freshservice pricing increases substantially for advance plans. We also faced support issue from frehsworks teamWhat problems is Freshservice solving and how is that benefiting you?Freshservice helps us to track all changes, incidents and also assets that we give to our employees

What do you like best about Freshservice?What I like best about Freshservice is its customizable ticket workspace paired with integrated asset management, which lets our animation studio organize creative requests, vendor issues, and internal equipment tracking all within one unified platform. As Animation Production & Client Collaboration Manager at Pineframe Animation Studio, I oversee client projects, freelance artist coordination, and SaaS tool evaluation. Our lean team of animators, designers and producers has no dedicated IT staff, so we need a tool that can handle both client feedback tickets and hardware asset tracking without heavy technical setup. Freshservice’s ticket form builder and asset inventory module are the features we rely on daily. The drag-and-drop ticket template builder saves me roughly six hours each week that I previously spent copying and pasting project request forms across separate spreadsheets and email threads. What do you dislike about Freshservice? Recommendations to others considering Freshservice?We use these custom ticket workflows constantly during our busy commercial animation production cycles. I built dedicated ticket templates inside Freshservice for client creative feedback, freelance contractor onboarding requests, and workstation hardware support. When a client submits revision notes for a 30-second brand animation spot, the feedback lands in a pre-configured ticket with linked project milestones, assigned animators, and a built-in field to attach storyboard and WIP animation files. All team members can view the full history of client comments within the ticket thread, so we no longer hunt through disjointed email chains to track revision history. For example, during a recent branded explainer animation project for a local retail brand, we logged 47 separate client feedback tickets across three rounds of revisions. Every comment, file attachment and status update was centralized in Freshservice, cutting the time our lead animator spent searching for client direction by nearly half. What problems is Freshservice solving and how is that benefiting you?

What do you like best about Freshservice?The interface is very easy to adapt and the knowledge base helps us check if there was a similar issue in the past and resolve those easilyWhat do you dislike about Freshservice?We have observed that if we log tickets simultaneously like more than 10 mem at a time the UI lags and additionally, I experience the similar issue when I try to bulk edit the tickets.What problems is Freshservice solving and how is that benefiting you?It helps to track all tickets in one place and even refer to past ones if a similar issue has occurred

What do you like best about Freshservice?Freshservice was very effective it ticketing, knowledge management tool. The workflows are advanced and very easy to get started.What do you dislike about Freshservice?The product information, videos and knowledge base is very hard to find and there are some glitches in the tool for specific regionsWhat problems is Freshservice solving and how is that benefiting you?Freshservice helps us streamline IT service management by making ticketing, workflow automation, and knowledge management more efficient. It provides advanced workflows that are easy to configure and get started with, which improves productivity and reduces manual effort. However, finding product information, videos, and knowledge-base content can sometimes be difficult, and we have experienced a few glitches in certain regions. Overall, it helps us manage and resolve IT requests more effectively.

What do you like best about Freshservice?We used Freshservice wide range of features that help manage multiple IT operations in one place efficiently. With capabilities across ticketing and IT workflows, it definitely delivers strong value for money.What do you dislike about Freshservice?The interface can feel a bit confusing initially, and navigating between different sections can be difficult until users gain enough hands-on experience and become familiar with the platform.What problems is Freshservice solving and how is that benefiting you?To check internal

What do you like best about Freshservice?I like the new Service health Monitoring and the improved infrastructure discovery and dependency mapping. being able to see how infrastructure alerts and business services are connected is really useful for troubleshooting and understanding the impact of changes. The new MCP integration is also interesting because it opens up more possibilities for connecting Freshservice with AI tools and other platforms. What do you dislike about Freshservice?Recommendations to others considering Freshservice?I still hope if they can give us admin logs as it's required by our compliance team, to track admin activities.What problems is Freshservice solving and how is that benefiting you?A ticketing system for all my companys departments with flexible workflows help the company to adjust the system based on their needs and specific requirements

What do you like best about Freshservice?Freshservice continues to improve and has added new tools to increase our productivity and make the service more user friendly and organized.What do you dislike about Freshservice?I have not had any frustrations or issues recently. We are very happy with the service.What problems is Freshservice solving and how is that benefiting you?How to keep up with requests from end users. Freshservice allows us to link multiple communication channels into one service with one record for the users.