I integrate Freshdesk for internal IT support and external customer service because I primarily build websites for e-commerce, and it helps my company quickly resolve customer response time.

I use Freshdesk both internally in my company and externally; internally, it supports my team with anything related to IT and network support, so my team can quickly resolve problems. Externally, as a customer service tool, it addresses any issues regarding our website business, such as when customers cannot check out or make payments.

My usual use cases of Freshdesk are primarily for ticketing for internal use and customer service. Some of my clients in e-commerce don't have many people available for manual responses, so the program automatically responds to customers when it's outside office hours.

The integration of Freshdesk enhances our organization's productivity because it's not difficult to collaborate with each department to clarify what data is needed. For instance, if there's an error reported by a customer while using Freshdesk, it triggers a notification in Slack for our IT team available 24 hours to resolve the issue.

The most valuable features of Freshdesk that I have found useful are the quick and automated customer handling that uses AI and self-service options along with collaboration tools, which I plug into Slack, allowing my developer team to know directly what errors come from the main core of our website.

Freshdesk's collaboration tools easily integrate with Slack and Jira, which is why I appreciate using this tool, as it plugs into Slack core features that improve our website and enhance response times for resolving issues from our developer team.

I believe Freshdesk could improve by being available on more cloud platforms. If it was on another cloud, it would be better because our setup is mostly hybrid with AWS and GCP, and I haven't checked GCP for Freshdesk availability yet.

I hope Freshdesk can expand to more cloud options such as Azure, Huawei, and Alibaba, so I can recommend it to my team or friends using other cloud services.

I have been working with Freshdesk for mostly five years, as I'm working on several projects because I have been working for three companies that use it.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

Freshdesk is good and easy to scale, making it a cost-effective choice for us.

Freshdesk adapts to my growing needs effectively; it allows me to monitor response time and tasks, providing insights into the performance of my team along with their KPIs.

My interactions with Freshdesk's technical support indicate they are good and responsive, according to my team's feedback.

Before using Freshdesk, I was using Jira, and prior to that, I used open source ticketing systems. I chose Freshdesk because it is easily integrated from the AWS Marketplace, it's not expensive and is the best option compared to others.

I participated in monitoring the initial setup and deployment of Freshdesk, and as an IT professional, I find it easy. However, the challenging part comes from getting exactly what other departments needed from Freshdesk, especially the sales department, which requires good collaboration to extract the needed data.

It's easy for me to install Freshdesk with no problems, but gathering data that other departments need can sometimes require sharing exactly what they require.

My team bought Freshdesk from the AWS Marketplace, so we integrated it internally with my team and then collaborated with the vendor who built our website. I was already aware that Freshdesk was suitable before I began using it, but for the next step, I collaborated with my vendor to purchase from AWS.

Freshdesk helps me with reporting by integrating into Salesforce. It generates reports for response time in customer service, allowing us to provide the sales department with SLA metrics and identify which products customers ask about on our website.

I find the pricing of Freshdesk reasonable; it remains within budget, as you can test the service with 10 agents for free. If you want a good deal, a discount could be useful.

I think the pricing is affordable and acceptable, but I suggest that Freshdesk consider an affiliate program. If someone recommends it to a friend, there could be some benefits such as discounts.

Freshdesk proves to be stable and reliable. After installation and continuous operation, I have encountered no problems, and it maintains a faster response with minimal CPU requirements.

I would rate Freshdesk as a nine out of ten for its performance.