What do you like best about the product?

Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool. When there are issues, the customer support team is easy to contact and resolve issues quickly. Using the tool everyday puts a lot of pressure on the need to always be functional - we have yet to have an issue! Having the internal notes capability between agents, forwarding of tickets, and other attributes that can be tagged to a ticket allow for easy searching and aggregating of metrics.

What do you dislike about the product?

The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets.

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

Organization of different types of requests or complaints.