Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.
Freshdesk offers easy automation and ticket assignment, enhancing efficiency with features like email-to-ticket conversion. It provides free availability for small-scale use and excellent training resources. However, it complicates case management by restricting single ticket assignments to multiple people and limiting integration capabilities, which require extensive coding. Automated features and templates do not fully meet reporting needs, and integration limitations hinder app and social channel functionality, adding extra costs to users.
