It's the best software for customer support that I have ever used. Also, I like its integration with TMetric, it allows me to track how much time was spent on the overall activity in Freshdesk.
excellent customer support software
My teams been using this for over a month and they love it. It's increased visibility on production and helped us get a handle on customer satisfaction per ticket.
Excellent UI, Lots of features, Great reporting, Awesome built in survey tool
None so far...
Just paid Freshdesk a lot of money, and I'm finding out that they can't deliver. When setting up an automation rule based on a custom text field, there is no option to check if the field is empty, which happens to be a condition I need to determine whether or not to run the automation. i.e. WHEN a ticket is updated; IF the assignee is a developer AND IF the "GitLab Issue ID" field is empty, THEN create a new GitLab issue. ... Not possible. And the only work-around is to use Zapier, but of course, Zapier integration is broken, so there goes a major chunk of productivity, synchronisation, alerts, and whatnot. I highly recommend just staying clear of this product.
Great product marketing
Unable to live up to the product marketing. Zapier integration is broken. Workflow rules are woefully inadequate.