Freshworks

“I’ve had a terrible experience”

Pros

We were able to store forums for internal/customer use.

Cons

I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.” Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up. Not even a courtesy email to reschedule. Just silence. The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.

“My IT team runs smoother, thanks to Freshservice”

Pros

Super easy to start with. It was easy to implement and quick to adapt to.

Cons

Monthly subscription could be more affordable for indivdual use.

“Super efficient for managing assets and service”

Pros

As a growing business working fully remote, we know how important it is to have a modern, reliable and efficient IT service tool. We looked at a few options, maybe 2 or 3 and ended up going with Freshservice. It's honestly changed the way we handle IT, manage assets and support both our team and customers. It's really helped us become more efficient across the board.

Cons

Reporting feels a little clunky but it gives us what we need for now. We're still just getting into that part of it.