The best part of using Freshdesk and the Gmail integration is being able to reply and work on tickets through my Gmail interface. I have to send a lot of emails out of my Gmail, so using the Freshdesk integration is super nice! I love how this gadget helps tie all the communications and tickets from different contacts all in one place so I can get information on a communication I might have missed that will help me reply. Overall the best thing about this software is how it keeps all our ticket communications in one place, so we don't have to hop around a million applications to track down what happened. Review collected by and hosted on G2.com.

A disadvantage that I have noticed is you can only Cc additional people on a ticket or forward them the ticket, so you can't direct message the ticket to someone that the original sender Cc'd. This can be frustrating when a client just wanted to introduce someone else to us, and then the client is included in every communication after that. Beyond that, we are still learning all the integrations Freshdesk allows, and we've been very impressed! Review collected by and hosted on G2.com.