What do you like best about the product?

The ease of use makes training team members on Freshdesk quick and successful; this is a big help in a small business with limited man-hours - we need people who are able to learn quickly, and a simple tool makes this possible.

There's also just enough ability to customize the helpdesk to suit your requirements. Operating in separate regions can make this a challenge but our teams in both the UK and US are able to work separately and also collaborate where needed.

The support that Freshdesk provides is also always quick and provides the answer you need most of the time.

What do you dislike about the product?

Despite it being very easy to use, Freshdesk doesn't have a 'look around' feature that explains the different features and capacities of the platform. For someone who has never used a helpdesk before and has the task of implementing one, this could make it challenging but I suspect that the support Freshdesk provides would mitigate this problem.

The reporting used to be very simple - it has since changed to a more in-depth analytics tool which evidently has an abundance of information but it isn't as easy to use as other aspects of the platform.

What problems is the product solving and how is that benefiting you?

Freshdesk allows us to solve all matter of customer service issues that our customers encounter in a timely manner, which benefits our business through our publicly displayed ratings, such as Trustpilot.