Honest Impression After 2 Years

I implemented everything when we rolled it out a little over 2 years ago. I manage all of the multiple portals we have in Freshdesk.

We have several business problems that we have opened tickets for. We were told others also need these changes for their business needs as well. We are pretty much on several waiting lists for some of these changes. I won't go into all of them but the big one right now is using SSO to Authenticate users. To use this feature, every portal must use it. We have different types of portals and some can benefit from SSO but some it would make things more difficult. For now we just cant use it at all.

Another business problem is updating the form to probe for needs early on. The choices we have are generic and could use some updates. We had to write close to 800 lines of code in Liquid, to use a back door to get what we needed added to the form. In my opinion, it shouldn't be this hard.

The scope of these use cases would be at the system level. I think Freshdesk needs to add this functionality to meet the needs of its users.