What are the best aspects of this product?
I find Freshdesk to be highly customizable. The layouts and menus have made things simple to do changes to the help desk. All that can be done within in a matter of minutes --- or maybe in seconds. If you're stumped and want to start customizing things, then the team from Freshdesk will do whatever it is they can to help you out.
What aspects are problematic or could work better?
This can be a bit hard to do as I've never experienced anything negative from the tool. The one thing that I'm not happy about the most is its pricing. It tends to get a bit expensive. But compare it to Zendesk, it's more affordable. Plus, you have a ton of features. Other than that, there's nothing much to hate with Freshdesk.
What specific problems in your company were solved by this product?
We're making use of Freshdesk to organzine our IT support requests/services. It allowed us to get our tickets organized and setting them according to priority. We're using the a knowledgebase module on it to make sure that end-users have some tech learning resources to work with.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 year
What is your company size?
More than 100 Employees
What is your industry?
Mining & Metals
How many people in your company actively use this product?
How long is your contract with the vendor?