I used the trial version of freshdesk in my company. The program seemed somehow well, but the way it is organised it slightly chaotic. E.g. when a client replies to an old email the ticket does not appear at the top but somewhere in between the old mails. Therefore it is difficult to catch up with the latest emails.
However the main problem arised after the test version was over. With the free plan (up to 3 agents) every email has a link to freshdesk saying: "my company name powered by Freshdesk".
This was not visible from the beginning and as my company is working with big customers we do not appreciate this.
Now after using Freshdesk for over 6 weeks I have to go back to our old outlook system, catch up with the mails of the last 6 weeks, educate our employees to again change back to the old system. So it takes a lot of work, for no advantage.
Therefore I recommend: If you are planning to use freshdesk, set up the system only for yourself. Test it for over a month and be sure that you like it before implementing it in your company
