Freshservice Reviews & Product Details

What I like best about Freshservice is its broad range of integrations with SaaS applications. We have connected nearly all our assets through our Azure and Microsoft environment, and integrated Dayforce to create tickets for onboarding and offboarding so those processes are documented. Its user-friendly interface makes service requests easy to manage and automate. We also love the support portal: we can direct users there to find the right forms and troubleshoot issues with Freddy AI. Freshservice regularly adds features, including AI capabilities, without increasing our pricing. Review collected by and hosted on G2.com.

Freddy AI’s performance could improve, especially when identifying the skills needed for a request and understanding what someone is asking. It sometimes gives misleading answers even when more relevant information is available in our resources. I’d also like it to be able to use internet resources to answer basic questions. Review collected by and hosted on G2.com.

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.

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.

Freshservice’s asset management feature is another major win for our studio. We track our drawing tablets, render workstations, external storage drives and animation software licenses within the platform. Each asset is tagged to the artist using it, with license expiration dates and maintenance logs stored directly in Freshservice. This prevents us from missing software renewal deadlines that could pause animation rendering mid-project. Earlier this year, the system alerted us three weeks before our suite of animation plugin licenses expired, giving us time to renew without interrupting our production timeline.

One unexpected benefit we’ve discovered is the ticket SLA rule engine, which we repurposed for creative project deadlines rather than traditional IT support. I set up custom SLA timers tied to animation milestone dates, so the system automatically sends reminder notifications when client approvals or freelance deliverables are approaching their due date. This keeps our fast-moving animation projects on track and reduces the number of last-minute deadline scrambles that used to happen when milestones were tracked only in our project calendar.

Freshservice brings together client feedback tracking, freelance vendor requests, and creative hardware asset management in one flexible system. It eliminates scattered email and spreadsheet tracking for our animation projects, automates milestone reminders, and helps our small team manage expensive creative hardware and software licenses reliably, even without a dedicated IT resource on staff. Review collected by and hosted on G2.com.

What I dislike about Freshservice boils down to its strict file attachment size limits, limited custom reporting for creative project KPIs, and weak native integrations with animation production tools, all of which force our lean Pineframe Animation Studio team to maintain clunky manual workarounds since we have no dedicated IT staff. As Animation Production & Client Collaboration Manager, I use Freshservice primarily to manage client revision tickets, freelance artist requests, and creative workstation asset tracking, but these platform limitations repeatedly create bottlenecks during tight animation delivery deadlines.

The most frustrating constraint is the 25MB cap on ticket attachments, which is poorly suited for animation workflows. Our animators regularly share WIP storyboard PDFs, short preview MP4 clips, layered artwork files, and image sequences for client review. We cannot attach these preview files directly inside Freshservice tickets, so every time a client or artist needs to share animation previews, our team must first upload assets to our cloud storage, generate shareable links, then paste those links manually into ticket comments. During a recent branded 2D animation project for a beverage brand, we logged 47 client revision tickets over three rounds of feedback. This constant file-linking process added roughly 7 hours of repetitive administrative work each week. It also created version control confusion, because team members had to jump between Freshservice tickets and external cloud folders to compare revised animation assets against earlier client comments.

Freshservice’s custom reporting functionality also falls short for creative production tracking. The built-in report builder is designed for traditional IT support metrics like ticket resolution time and agent workload. We cannot easily build custom dashboards to track animation project milestones, freelance contractor turnaround times, or client revision round counts. When our studio owner asked for a quarterly report showing average revision cycles across all brand animation projects, I had to export raw ticket CSV data, then manually clean and cross-reference the dataset in a spreadsheet. This manual data compilation took an entire business day, pulling me away from scheduling artists and coordinating upcoming animation deliverables. The platform’s report filters cannot tag tickets by client project name or animation type, making targeted creative project reporting extremely cumbersome.

Another pain point is the lack of native connectors for our animation stack, including our creative review and cloud render farm tools. Freshservice only offers generic API connections for custom integrations. Without pre-built connectors, we cannot automatically push ticket status updates to our creative review platform or pull render job alerts into Freshservice. Our artists must manually update ticket statuses whenever they finish a revision, which introduces human error and delays status visibility for the whole team.

An unexpected downside we found is the rigid ticket SLA system, built exclusively for IT incident response. The SLA timers cannot be paused for client approval waiting periods, which are common in animation production. When a client takes a week to review storyboards, Freshservice still flags the ticket as overdue, triggering false warning notifications that clutter our inbox and dilute our attention for genuine urgent production issues.

Freshservice works well for our internal IT asset tracking and basic feedback ticketing, but its file size limits, reporting inflexibility, and poor creative tool integrations create persistent workflow friction for an animation studio. We spend too much time navigating these platform restrictions instead of focusing on creative production and client collaboration. Review collected by and hosted on G2.com.

Intuitive User Interface: Freshservice provides a clean and user-friendly interface, making it easy for both IT professionals and end-users to navigate and manage requests.

Ticketing System: The robust ticketing system allows efficient tracking, prioritization, and resolution of incidents, problems, and service requests. It streamlines communication between IT teams and end-users.

Automation and Workflows: Freshservice’s automation capabilities help streamline repetitive tasks. Customizable workflows ensure that processes are consistent and efficient.

Self-Service Portal: The self-service portal empowers end-users to find solutions independently, reducing the workload on IT teams. Users can submit requests, search knowledge articles, and track progress.

Asset Management: Freshservice’s asset management module helps organizations keep track of hardware and software assets. It provides insights into inventory, warranties, and lifecycle management.

Reporting and Analytics: Freshservice offers robust reporting features, allowing IT teams to analyze performance metrics, identify trends, and make data-driven decisions. Review collected by and hosted on G2.com.

I do not have any major dislikes regarding freshservice Review collected by and hosted on G2.com.

I like that our non-technical staff can use the interface to communicate with IT and access self-help resources. Freshservice has helped us manage tickets, help staff be better equipped through the self-help knowledgebase and IT service bot, and track assets in one unified place. I really like the automation engine and the helpful advancements it has had since we started using Freshservice. I rely on it for scheduled and activated workflows, especially onboarding workflows for creating accounts and initial access parameters. It was very easy to get started, and the included onboarding documentation and complimentary onboarding sessions were a great help. Review collected by and hosted on G2.com.

I’d like more settings in the mobile app to filter notifications and cut down on notification noise. Outside office hours, I want to know that a notification is for a higher-priority issue. Review collected by and hosted on G2.com.

I like that Freshservice is simple to use and keeps our IT work in one place. We use it for tickets, assets, changes, and the CMDB. It is easy for both users and IT staff, and the automation helps save time. Overall, it makes our support process easier to manage and more organized Review collected by and hosted on G2.com.

One thing I dislike is that some features can take time to set up and customize. Reporting could also be a little easier, especially when we need more detailed data. Some automation and workflow options are not always very flexible, so we sometimes need workarounds. Overall, it works well, but there is still room for improvement Review collected by and hosted on G2.com.

Freshservice itself is a capable, generally well-designed IT service management platform. I particularly liked the clean interface, straightforward ticket management, and ability to create a structured self-service portal instead of relying on email and informal support requests.

The core product was never my problem. My experience with Freshworks' billing and account management is what ultimately overshadowed the software. Review collected by and hosted on G2.com.

The biggest problem has been **Freshworks’ billing and account management**, not the Freshservice product itself.

I paid the first full year of service in advance. Additional charges later appeared that I believe are incorrect, and I have been disputing them for months. Despite repeated emails and attempts to get the account properly reviewed and reconciled, the issue remained unresolved.

Freshworks then **disabled access to the prepaid service over the disputed balance**.

That is the part I find unacceptable. A billing dispute that had been raised repeatedly for months should have been investigated and resolved, not allowed to drift until an automated suspension effectively became the “solution.”

The lack of ownership, meaningful escalation, and competent billing support has seriously damaged my confidence in Freshworks as a vendor. Review collected by and hosted on G2.com.

What I like most about Freshservice is how simple and organized it makes day-to-day support work. The interface is easy to navigate, ticket tracking is straightforward, and the automation features save a lot of time by cutting down on manual follow-ups. I also find the self-service portal and knowledge base especially helpful, since they allow users to resolve common issues on their own and improve the overall support experience. Review collected by and hosted on G2.com.

Freshservice works well overall, but some customizations can be complicated, and I wish the reporting options were more flexible. A few processes also take more clicks than expected, which can be a little time-consuming. Also, there are no IT user names, groups, or unassigned groups. Review collected by and hosted on G2.com.

The standout features of Freshservice are its easy-to-use interface and workflow automation for routine tasks, along with built-in asset tracking. Freddy AI also helps manage self-service, and the platform offers powerful IT Service Management (ITSM) capabilities with a fast, intuitive setup. Review collected by and hosted on G2.com.

There can be hidden or unexpectedly high costs for premium add-ons, and the reporting tools feel fairly rigid. The built-in reporting options can be restrictive when I’m trying to pull specialized or multi-layered data sets. I also run into limitations with advanced workflows and asset customization for more complex enterprise needs, including not being able to easily remove default status fields or deeply modify the default layouts. Review collected by and hosted on G2.com.

I like the customization I can have even though out of the box is very good already. It looks nice and clean and of course we can brand it. It really saves us a lot of time and keeps our work organized and measurable. Automations and integrations are fantastic and very simple to use which enables us to further enhance the power and utility of the system. I absolutely love the community as well and the customer service when it comes to support. Performance-wise it has worked really well for us, the system is fast even when looking through many tickets, modules and reports load quite quickly and we have had very little to no downtime related to Freshworks incidents. The price is very decent for what we get as it is not as robust as Service Manager or Service Now for example, but we get all functionalities we need with the dev team constantly improving the system. We haven't really used AI much, but I notice there has been a lot of development in that area. Review collected by and hosted on G2.com.

I think there are some areas in different modules that could use a bit more love, however, all these improvements are shared in the community and are slowly rolled out as the team continues to develop so I can't really complain. One of such features would be the search functionality for example. One thing that we didn't like was how the price increase for asset management was handled for example, but that is more administrative than it is about the software itself. I would say in general though we are very satisfied with Freshservice. Review collected by and hosted on G2.com.

The collaboration between users is great. And the integrations into Microsoft Teams allows me to quickly jump to the ticket conversation vs trying to find it in Teams directly Review collected by and hosted on G2.com.

Freddy AI's recommendations are not always helpful, adoption has been low, and many of its capabilities can be matched or exceeded by Microsoft Copilot when searching across emails, Teams, SharePoint, and other business data. Its biggest opportunity is to evolve from an assistant that provides suggestions into a true AI agent that can understand business context, identify root causes, and automate resolutions. For organizations heavily invested in Microsoft 365, Freddy AI currently feels more like a helpful add-on than a transformative AI platform. Review collected by and hosted on G2.com.