Freshdesk is a great Product that will be used for many years

Freshdesk has been our helpdesk application for a little over 2 years now and it has been fantastic! The ability to have a custom mailbox server is great for us. What really makes Freshdesk great is the ability to track the amount of Time my Techs spend on Tickets and how that aligns with our SLA. The Analytics portion of Freshdesk is great as well allowing me to create customized reports and have these on a weekly schedule to my email. The Curated reports are also amazing I only had to create 1 custom report. The actual ticket portion is pretty great as well, Easily see all responses in a ticket and the options to have custom fields on the ticket form make it even better in terms of sorting through to find trends that our Specialist might need to tackle.

Our Customers are able to get their ticket routed quickly and efficiently thanks to the automatic ticket assignment and balancing between Technicians and Specialists. This helps get our response times down low and get the ticket resolved within 3 hours usually. Customers are extremely thankful that their ticket gets seen and handled within a timely manner.