What do you like best?
I like the amount of control and the various rules and tools for automating workflows.
The day-pass system is brilliant as it allows us to increase capacity and cover absent agents without paying excessively or playing games with the users on the account.
Support has been extremely fast and clear in their assistance. Integrations have been functional and easily configured.
The system is more robust and straightforward than previous options we've tried, the price is fair for the functionality returned.
Freshdesk support has always been very enthusiastic in helping us, and the Freshworks team as a whole is really pushing the envelope with advanced and compelling features, such as the Freshchat integration that allows me to move chats into the ticket system smoothly.
An important note in the user support field is that it just works, I don't get weird downtimes or unexplained failures to function, customers get their emails, rules trigger as expected, and the knowledge base is clear, robust(gifs work, for example) and easily configurable.
What do you dislike?
The price for custom SSL certs(to use our own url with the site) exceed what we're paying for our primary domain. Since I can't provide my own, I'd have to pay a pretty huge sum for a service that can be had for free nowadays.
I recognize the need to provide incentive to upgrade plans, but the layout of features available at Blossom and Garden are mixed in "scale".
Estate and Forest plans are obviously geared towards huge teams and as a result the features offered aren't compelling to my organization(an smb). Blossom feels good for an SMB and Sprout is good as a trial or for the lone IT guy trying to keep things organized.
However, things like CSS customization and scheduled reports would be great, they're tied up with features that aren't compelling to the SMB. I'd love to see that feature list shuffled a bit so that some of the conveniences aren't out of reach for smaller companies, and the larger organizations that get the high tiers anyway won't even notice.
Either that or let some of the smaller features get added individually.
Recent changes to their chat system has left some gaps in the data that can be moved over, it's soon to be remedied but in the meantime it requires extra work to keep things straight.
Recommendations to others considering the product
Contact their support, they're tenacious and will probably annoy you some with the amount of communications they'll send you, but they'll also answer your questions and introduce you to options and features that aren't well spelled out in their marketing.
Try the product out, the free tier works well so you can spend some time determining if it's worth your time.
What business problems are you solving with the product? What benefits have you realized?
We have a growing software product that needs support. We needed a way to organize the information coming in from multiple channels as well as allow IT personnel to provide support to and through our sales team when they get technical questions. Freshdesk is the best tool for this that we've yet seen.
We have a small team and everyone wears a lot of hats, so we needed a system that allows non-technicians to navigate, extract and insert information without spending undue time learning. Freshdesk provides self service and automation tools to let users and sales team members get to IT resources without simply flooding in.
Integrations with our other systems promise to increase the speed and effectiveness of our support system as time goes on.