Good but needs more enterprise-oriented solution

Everything is easy to set up and use, even without any help. In terms of the integrations and a little more technical integration, the sales team promises to do everything you ask, but in reality, most things won't be achieved.

Freshdesk suits small, medium - large businesses where the company wants to provide excellent customer support at their contact centre. It is a great platform to combine tickets, calls, live chat and chatbot into a single platform. It is lightning-fast and offers a fresh, neat UI. The areas of improvement are reporting and analytics and more customization in terms of changing the layouts of the tickets page like Salesforce. Automations are a great option to enhance the system but are limited and miss very simple options/features. It was particularly difficult for us to create Nicknames for agents and show them in the signatures. The support could not come up with any idea.

Overall, Freshdesk is a great product. It lacks a few more advanced customization and features compared to Salesforce which doesn't make Freshdesk an enterprise solution

Support is available via live chat and tickets, they are always responsive however they are not always helpful as sometimes they don't seem to understand the problem without escalating it.

Freshdesk has a great User Experience both for agents and admins. It is easy to use. Everything loads fast and in a single window. I wish it had tabs inside a page like Salesforce to open multiple tickets, reports in one page.