We have been with Freshdesk for almost 2.5 years. Their system was okay, and you could hardly understand customer service people (poor English) but then they forced this "upgrade," and it is full of bugs and glitches. Our templates and canned responses are so poorly formatted now (you can't fix it), we have decided to move to a Gmail system and use an app. The worst part is when you respond all the responses go through freshdesk servers so have fun when you leave.I would suggest all small business yay away from them.
