G2

Lila S.

Market Research & Consumer Insights Lead

Consumer Goods

Mid-Market (51-1000 emp.)

10/5/2026

"Freshservice Streamlines Ticketing and Auditable Workflows for Our Insights Team"

4/5

What do you like best about Freshservice?

As Market Research & Consumer Insights Lead for our Austin CPG brand, Freshservice’s ticket management system and user profile configuration panel save me hours each week submitting, tracking, and closing internal service requests for our consumer insights team. I regularly use the profile edit view shown in the screenshot to maintain accurate team member records, set time zone and territory attributes, and manage access permissions for our market research stakeholders. Our team runs constant product concept polls, post-purchase feedback surveys, and BI reporting work, and Freshservice acts as our single source for IT requests, data access approvals, and marketing asset support tickets that keep our consumer research programs running.

What I appreciate most is the unified “My Tickets” workspace paired with customizable user profile fields. Every time I need to request new CRM data pipelines, BI dashboard access, or IT support for our Doopoll survey integrations, I log a ticket directly inside Freshservice. The profile form lets me tag team members by contact territory, which helps route research-related tickets to the correct regional IT or marketing team. When we onboard new analysts to help run product concept testing polls, I update their Freshservice profile with their time zone and territory details, so tickets submitted by that analyst automatically route to the right support team. The profile password reset and edit profile controls also let our team self-manage basic account details without opening extra low-priority tickets for our IT team. The ticket search bar at the top of the portal lets me quickly pull up past requests for survey tool integrations, so I can reference previous approval decisions when launching new consumer feedback campaigns.

The drag-and-drop ticket attachment functionality saves me hours each week when submitting market research artifacts. When I log a ticket to request Zapier workflow setup for our Doopoll poll exports into our CRM, I attach survey mockups, respondent PII handling documentation, and CCPA data retention rules directly to the ticket. The support team can review all context in one place instead of waiting for separate email threads and file links.

One unexpected benefit I discovered is how Freshservice’s ticket audit history helps us document our CCPA compliance processes. When we need to show auditors how we requested access to consumer respondent data or requested changes to PII retention settings, every ticket contains a full timestamped record of requests, approvals and resolution notes. Before Freshservice, our team relied on scattered email chains to request IT and marketing support, and we had no centralized way to prove the approval trail for consumer data access. This built-in log makes compliance evidence collection far simpler for our market research programs.

Suggestions for improvement: Add native integration with Doopoll so survey request tickets auto-populate with poll metadata and respondent volume estimates. Add custom profile fields for research team access levels, so we can tag users based on their permission to view consumer PII. Add webhook triggers to push ticket status updates to our BI platform, so our insights team gets automated alerts when survey data pipeline requests are approved. Add configurable ticket retention rules to auto-archive old closed tickets after our CCPA record retention window expires.

Freshservice will never replace Doopoll for running consumer polls and concept testing, or our BI tool for deep analysis of open-ended consumer feedback. Even so, it is our backbone for managing all internal requests supporting our market research work. The ticket portal and customizable user profile fields centralize our support workflows, cut down on messy email threads, and create auditable records for consumer data access requests, helping our insights team focus on product and marketing research rather than chasing down status updates for support requests. Review collected by and hosted on G2.com.

What do you dislike about Freshservice?

As Market Research & Consumer Insights Lead for our Austin CPG brand, Freshservice works well for logging IT and marketing support tickets, but it has notable gaps in custom profile field flexibility, native survey-platform integration, and targeted audit filtering that create extra manual work when managing consumer respondent data requests. These limitations slow our research workflows and add overhead when preparing CCPA evidence for our consumer feedback programs.

The biggest pain point is there is no native connector for Doopoll, our primary consumer polling and concept-testing platform. Every time I submit a ticket requesting Zapier workflow changes, new poll audience segmentation, or fixes to our CRM data exports, I have to manually copy poll IDs, respondent volume estimates, and PII retention rules into the ticket body. Last quarter, we ran a product concept test survey with over 1,800 consumer responses. I created three separate Freshservice tickets for pipeline setup, consent validation, and BI export configuration, and I had to manually paste in all survey metadata for each request. Without a direct integration, updates to poll status or respondent counts do not auto-refresh inside Freshservice tickets. On one occasion, our IT team worked off an older respondent volume estimate, which delayed our data pipeline launch by two business days. We also cannot auto-link ticket activity back to specific poll campaigns, so tracing the full lifecycle of a consumer data access request requires manual cross-referencing across Freshservice and Doopoll.

The second major limitation is restricted custom profile field functionality for our research team access controls. The profile edit screen shown in the screenshot only includes basic built-in fields like territory, time zone and contact details. We cannot add dedicated custom profile tags to mark which team members are authorized to view consumer PII. When onboarding new research analysts, I need to manually document their PII access permissions outside Freshservice in a separate spreadsheet. During our last CCPA review, auditors asked to see a list of users with permission to view survey respondent data. I had to combine Freshservice user exports with our offline permission log, which added 9 hours of manual reconciliation work. The platform also does not support fine-grained ticket-level permissions; read-only stakeholders cannot view ticket attachments containing PII handling documentation without being granted broader agent access.

Audit log filtering is also rigid. While Freshservice captures basic ticket activity, I cannot quickly filter logs to show only tickets related to consumer survey data access requests. The log exports are broad, so I must manually sift through hundreds of unrelated IT tickets to extract the subset of records required for CCPA audits. There is also no built-in automated archiving rule for research-related tickets, so I have to manually close and archive old survey-request tickets to meet our CCPA data retention timeline.

Suggestions for improvement: Build native Doopoll integration so poll metadata auto-populates into Freshservice tickets. Add custom profile dropdown fields to tag users with PII access classification. Enable filtered audit log exports, so I can isolate consumer data request tickets for auditors. Add webhooks to push ticket status updates to our BI platform, plus configurable ticket retention policies to auto-archive closed research tickets after our compliance window ends.

Freshservice is reliable for standard internal service requests and ticket tracking. Even so, it is not built for specialized market research teams managing consumer PII under CCPA. Without survey tool integrations and granular user tagging, it forces extra manual reconciliation and creates risk of incomplete audit documentation for our consumer insights work. Review collected by and hosted on G2.com.

What problems is Freshservice solving and how is that benefiting you?

As Market Research & Consumer Insights Lead for our Austin CPG brand, I oversee product concept testing and post-purchase feedback campaigns using Doopoll, and I regularly submit requests to IT, marketing and data teams to build survey pipelines and BI exports. Before rolling out Freshservice, our team faced major chaos for internal support requests. We struggled with scattered email threads for data access and integration requests, no centralized audit trail for consumer PII access approvals, and no single place to track when IT work for our survey projects was completed, but now we can log all research-related requests as tickets and tie them to team member profile records, which has resulted in roughly 3 hours saved weekly chasing request statuses and a 40% reduction in hours spent compiling CCPA audit evidence for consumer feedback programs.

Before Freshservice, every request for Zapier workflow tweaks, CRM data syncs or BI dashboard access was sent via email. I would send an email to IT to set up a new Doopoll poll export, and responses would get buried in long email chains. When team members rotated or left the company, critical approval context would disappear. Last year, we ran a large packaging concept test with over 2,000 participants, and we lost track of an email request to adjust PII retention rules. This created a gap in our compliance records, and we spent nearly 10 hours reconstructing the request history during our CCPA review. There was also no consistent way to route requests to the right team; tickets would land with the wrong department, causing unnecessary delays for our product research timelines. We had no unified place to store supporting documents like survey consent forms, poll mockups or data handling guidelines, so important attachments would get separated from the original request.

Freshservice solves these pain points with its ticket portal and user profile configuration panel shown in the screenshot. When I need IT to build a new data pipeline for a consumer poll, I create a ticket, attach all supporting research documentation, and assign it to the correct internal team. I can update team member profiles with territory, time zone and contact details, helping route tickets properly and keep our stakeholder directory organized. The “My Tickets” view lets me quickly check the status of every active request, so I don’t have to send repetitive follow-up emails to IT or data analysts. Every ticket keeps a permanent timestamped log of conversations, approvals and file attachments. When auditors request proof that we followed CCPA rules for consumer respondent data access, I can pull these ticket histories directly to demonstrate our approval workflow. We can also give stakeholders limited portal access to view ticket progress, so product and marketing leaders can check the status of research requests without reaching out to me directly.

Suggestions for improvement: Add native Doopoll integration so poll metadata auto-populates into newly created tickets. Add custom profile fields to tag users by their PII access permission level. Build filtered audit exports that isolate only market research and consumer data tickets. Add webhooks to send ticket status updates to our BI platform, plus configurable auto-archive rules for closed tickets after our CCPA retention window.

Freshservice will never replace Doopoll for running consumer polls and concept testing, or our BI tool for analyzing survey responses. Even so, it has become our single source of truth for all market research support requests. The ticket system eliminates messy email threads, preserves full request history, and creates auditable documentation for consumer data access approvals. This lets my insights team spend less time tracking down support request updates and more time turning consumer feedback into actionable product and marketing recommendations. Review collected by and hosted on G2.com.