A great portal for customer support.

What are the best aspects of this product?

Freshdesk keeps everything organized. It's also intuitive for user. Their "Mint" UI was recently unveiled, giving the tool a modern look. As a result, all pertinent information are available in one dashboard. Throw in technical support --- regardless if it's one's own ticket system or chatting instantly --- inquiries are answered extensively and quickly.

What aspects are problematic or could work better?

Certain functionality from other help desks couldn't be found. For instance, there's no option to have more than one portal in under a single account. Even though I was told this can be done, it appears it's hard to carry out. They have a way of sending requests for featurs, but for the most part, they're just sitting on the support portal with little or no feedback.

What specific problems in your company were solved by this product?

Currently, our IT support is using Freshdesk to log tickets for users facing problems. This gave us the ability to manage, keep track, and come up with solutions while having a trail of data that can be coverted to solutions for our own knowledgebase. The latest challenge we're facing is getting our solutions updated within the site. This makes it possible for users to do their own self-service support and solve problems on their own.

Are you a current user of this product?

Yes