What do you like best about the product?

We switched to FresDesk as an alternative to FogBugz (for ticketing), and were pretty pleased initially. The cost seemed reasonable and it provided a lot of good functionality.

We weren't too crazy about the interface, but overall it did the job and offered

What do you dislike about the product?

After using Freshdesk for 3+ years, we are all very displeased with it. Every single support agent using the system dislikes it.

The system is often slow and laggy, even basic tasks like inserting signatures take a long time. The interface is also extremely cluttered, so much that you often only have about 1/3 of the screen space to write an actual message. The rest is just scroll bars and other information that is completely unnecessary.

Freshdesk is also extremely buggy, which is frustrating everyone. Messages will disappear while you are typing, cursors will move around after signatures are inserted and other issues that make the system tedious to use.

What problems is the product solving and how is that benefiting you?

We are simply using it provide email support to our customers.