Ideal for an EDU company that partly belongs to the Google Apps environment.

What are the best aspects of this product?

After making a reviews on other help desk platforms, Freshdesk ended up becoming an ideal fit for our company. It keeps track and automates IT workflows. Its Google Apps plugins offered extra functionality without making any changes to our clients' touch points. The thing we like was our transition to Freshdesk. It was buttery smooth for customers.

What aspects are problematic or could work better?

While Freshdesk offers value and gives a wide range of packages, its higher versions offers more tools for us to use. But then again, it cam be difficult to justify. It'd be a plus if schools could be pushed to another package level. A majority of the software we bought, we acquire all functionality (with limitations in terms of licenses acquired). Freshdesk operates on a different business model although it'd be nice to have additional features.

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

Currently, our customers are now capable of accessing their ticket history. This goes for ticket status and offering ratings. This is considered a standard in today's customer service. As an admin, Freshdesk gives the right metrics to ensure you get the insight to effectively carry out your help desk.

Are you a current user of this product?

Yes