What are the best aspects of this product?
We've been making use of Freshdesk for internal IT requests. It met a lot of our needs. Staff can easily create ticketd via user-friendly portal/e-mail. Staff can log in by means of Google SSO. Tickets can easily be "CCed" to other people as required.
What aspects are problematic or could work better?
CCing and sending out e-mail can't be controlled. By that, it means not doing so on a per-email basis. As a manager that actually CCed just about everything, I'd get several e-mails for even one simple ticket. Ticket lists can't be categorized by date range. Customization availability on the ticket request is actually great, althoug we want to do a lot more.
What specific problems in your company were solved by this product?
Our company recently made an expansion. Now, we've got staff with separated offices to that of the IT team. The UI of Freshdesk is simple to operate. That means non-technical staff can create tickets, add in screenshots, and a whole lot more. Interactions are a lot easier.
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 month
What is your company size?
More than 100 Employees
What is your industry?
How many people in your company actively use this product?
How long is your contract with the vendor?