What do you like best about the product?

Since Zendesk is extremely expensive, we went to try out Freshservice. What I like best about Freshservice would be the ability to control workflow at ease. For example, you can create a flow for the ticket to be approved by certain people first before it flows into an inbox. You can do this for knowledgebase article as well. This is something that Zendesk couldn't do. Another feature that I like about Freshservice is its cheaper cost when compared to Zendesk. For the basic functionalities, both Freshservice and Zendesk can do identically the same. However, when it comes to advance feature or user-experience, I believe that Zendesk is better.

What do you dislike about the product?

There are many things that I dislike about Freshservice. Despite being the first internal ticket management tool, agent cannot still rate the customer satisfaction survey. Moreover, the interface for admin is so hard to use. There are so many icons and some icons perform similar functionalities. The Freshservice community is also not as good as Zendesk, the guided articles are hard to understand. It seems that Freshservice is made for IT company and user rather than for the general public. Lastly, I don't like how the knowledgebase feature and analytics feature are combined into the ticket management system. I think a standalone app will allow the features to provide more functionality. For the analytic feature, there are lots of things that cannot be done when compared to Zendesk. Moreover, I think teaching someone how to use it is going to be a pain due to the poor user-experience/interface.

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

We explore Freshservice due to the cheaper cost. But, talking about the functionality, I think it is not as good as Zendesk due to what I mentioned above. But, talking about the basic functionality of ticket management, knowledgebase, and analytics, if you can get a cheaper deal than Zendesk, I would go with Freshservice. Basic functionalities are there, advance functionalities, no.

Recommendations to others considering the product:

If you are looking for the basic functionalities of ticket management, knowledgebase, and analytics, go with Freshservice. If you somehow manage to have Zendesk for a cheaper /equivalent price, I'll go with Zendesk.