Tremendous Value-Add in Team Integration.

Freshdesk was easy for our team to pick up. While some of our team members were initially resistant to change, very quickly, there was a unanimous consensus that this was superior to our previous practices. All of the initial setup time was a net benefit, as opposed to struggling to figure out how to use the platform.

Freshdesk has introduced at my company a year ago and has dramatically improved the efficiency and organization of our email support to our members. As both an administrator and an individual contributor, I'm easily able to see how all of our departments are performing and how I am personally performing within my departments. It's very helpful to individually assign tickets to agents so that there's a clear understanding of responsibilities for outstanding items. Lastly, it's really great to run analytics on our activity on the platform and to receive customer satisfaction feedback. Both these points have demonstrated that our customers are happy with our support and that we are handling quite a number of tickets per month, which we can proudly present to our Board of Directors. Freshdesk's biggest room for growth is more sophisticated customizability. As an administrator, I occasionally feel constrained by its simplicity when attempting to meet the specific needs of each individual department in my organization.