Using Freshdesk was an ultimate pleasure.

What are the best aspects of this product?

It's simple to set up Freshdesk. It's even easier to utilize. Whenever we're dealing with special needs, we were able to make configurations easily or collaborate with the customization team from Freshdesk to make that specific app that can do a lot of automated functions.

What aspects are problematic or could work better?

There's nothing much to hate. But I do need to air out the content management aspect of Freshdesk that needs a bit of improvement. We're heavy users of the knowledgebase as an online help center to cater to several products that we currently have. We've made requests for certain improvements to ensure proper management of our articles.

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

This tool was the initial attempt of our company in dealing with customer support for our external software apps. Prior to doing this, our IT department had to manage all support since support itself were located internally. Freshdesk did a good job in minimizing our annoyance on offering help content. Now, our team is capable of decreasing employee frustrations on landing that help in times of need.

Are you a current user of this product?

Yes