Great cost effective alternative to Zendesk

We use Freshdesk to handle online enquiries from our customers via our contact us page, where they can submit support tickets from predefined subjects. Using Fresdesk's easy-to-use automation emails are tagged and grouped according to need and time based reminders keep them team on top of time sensitive communications, those reminders trigger a channel specific message for the relevant team in Discord through Zapier plug in, we use Discord for internal comms so being able to use it that way is very helpful in keeping on top of high volume tickets. There is block on html emails of a certain format when using automations for auto email replies which I confess drove me crazy not knowing why my email rules were not working, but once I notified Freshwork's support team they advised me and fixed it rapidly, the tech support team are excellent and very helpful, Freshdesk has a range of features which we don't use all of but it's great that they are there none the less, it's a great alternative to Zendesk and we couldn't live without it

I think Freshdesk as a tool like any other is what you make of it, essentially before I was the administrator we used it like a glorified email inbox, we are bit by bit making it work better for us as we learn by doing, the tools available give a great reign on how we manage our ticket volume, with processes changing all the time.