Good Ticketing Platform with Certain Limitations.

Our ticket migration from Help Scout was a bit of a mess. The FD docs were a bit stale and vague in certain parts, and it took a considerably long time to import 90,000 tickets via their API (more than a week). They did offer to have their Engineering Team do this for us, but that required us to send them everything in CSV format, which seemed a bit odd. JSON is the standard format for this, and CSV simply has too many limitations to convert to. Overall it took us months to get everything sorted the way we wanted it to be because we had to backtrack and fix things after the fact.

We moved to Freshdesk from Help Scout because we simply outgrew the latter, and FD definitely offers a lot more functionality overall. From a general point of view, the platform should be good for most company sizes and offer enough useful features, and on top of that, it is noticeably cheaper than competitors like Zendesk and Intercom. I rated it a six because while the platform is good, the Product Team is slow to fix and act on bugs and feature requests, and we've also run into issues with significant email delays. We use Freshdesk's Microsoft 365 integration, but we've noticed that they have trouble supporting it when something goes wrong. It also took us a while to migrate from Help Scout because of FD's old API documentation, which could use a refresh and also some more clarification on certain items. The 24/5 Support line is helpful, but since their team can't access our data (or anyone's for that matter), it significantly increases the back and forth needed on many tickets. The company should really let their Support Teams access client data automatically as this is a standard Customer Service practice.