The UI is genuinely a pleasure to use, and getting around the platform is one of the smoothest experiences we've had with any ITSM tool. There are plenty of integrations available, and we've already had success implementing several of them. Overall, the platform has performed really well, with any issues we've encountered being down to our own internal network rather than the product itself. We were able to hit the ground running after go-live, which meant we started seeing a return on investment almost immediately. As we've continued to expand our services and make greater use of the platform, that value has only continued to grow. The support from Freshworks has also been excellent. They've been responsive, helpful, and consistent throughout our journey so far, which isn't something you can say about every vendor. While the AI features are still relatively new, they've already proven their worth. Freddy Copilot in particular has been a great addition, helping agents manage their workload more efficiently. We've already seen positive results, with agents using Freddy Copilot resolving issues more quickly than those who don't currently have access to it.

The main benefit is that Freshdesk centralizes customer emails, ticket history, tags, and agent assignments in one place. This gives our support team a searchable record of past customer communications.

One of the biggest advantages of using Fresh works is its user-friendly and intuitive interface, which makes it easy to navigate while handling calls. It allows agents to create and track tickets efficiently, route concerns to the appropriate department, and provide guests with real-time updates during the same interaction. Fresh works also centralizes customer information, improves follow-up tracking, enhances team collaboration, and helps ensure issues are resolved in a timely manner, leading to a better customer experience and increased productivity.