I have used Fresh Service in the past and my experience is as follows: As a ticketing system, FreshService is good to use as it has capabilities to showcase all new tickets (requests) in a view with details of assignments and statuses.
However, we did not have project management capabilities like Workfront - to be able to create workflow templates, convert into projects and manage project plans.
It only worked as a ticketing system which could be used for updating statuses. Complex workflow management like approvals, templates, portfolios, etc. were not available.