Rough at first but ultimately satisfied

In my experience, we had a pretty rough start with Freshdesk. No continuity with our representatives, being promised features (in Freshsales) that never came to fruition until 2 years later, it was as if nobody was listening and I was very concerned that some of my requests were so foreign. We're just a small company and there's no way we were the only company that wanted certain features. Our implementation should have been more hands-on with someone(a single individual who had studied the hours and hours on sales calls I'd had in testing out the system) who really listened to our use case and was prepared to guide us accordingly instead of trying to provide the rote onboarding delivery.

Good for our small team and keeps us all on the same page. In my experience, clients have an issue with our software and they email us, we're immediately notified and begin executing scenarios depending on the issue. In my opinion, Freshdesk is not great for documenting phone calls where an issue needs to be documented or those emails when multiple issues are sent. Also, it can be troublesome when someone in a thread replies to an email and it creates a new ticket - so involving multiple people is sometimes a concern in Freshdesk.

Overall it is intuitive and works great