3 in 1: Useful features, intuitive interface, great looks

What are the best aspects of this product?

Freshservice is user-intuitive, and I really like how it looks.
Customization is easy, and there is efficient customer support that replies immediately.
The API is above the board, meaning you can always update both tickets and data from custom developed software.
The ‘you get what you paid for’ rule doesn’t apply here. You get much more!

What aspects are problematic or could work better?

Even if quality is beyond reasonable doubt, I would recommend you to use it in Chrome. Edge and Explorer are fair enough, but you might miss some features.

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

We handle our end-user support. We filed an HR request some time ago; we need the feature to fill in forms for hiring new users.
We synchronized our Freshservice users with the on-premise Active Directory, and we developed a unique sign-on service (Azure) to ease the registration process.

Are you a current user of this product?

Yes