Freshdesk is a great ticketing tool that provides great value.

We use Freshdesk as a tool to track problem tickets, problem resolutions, and business intelligence. For problem tickets, people create a simple email and send it to our ticketing email and a ticket is created. Then it is sorted to which technician would be best suited to resolve that problem. The problem resolutions remain as a historical archive of fixes and resolutions that can be accessed later to help fix or troubleshoot recurring issues. The business intelligence helps us to identify problem users, machines, or applications that could be addressed to allow things to run smoother.

While our use-case does not include customers because we use the product internally only, Freshdesk has helped our employees have greater problem and project resolution which leads to increased job satisfaction and productivity. This provides a great value by ensuring our management team is seeing the greatest return on investment from their employees.