It's the best software for customer support that I have ever used. Also, I like its integration with TMetric, it allows me to track how much time was spent on the overall activity in Freshdesk.
Just paid Freshdesk a lot of money, and I'm finding out that they can't deliver. When setting up an automation rule based on a custom text field, there is no option to check if the field is empty, which happens to be a condition I need to determine whether or not to run the automation. i.e. WHEN a ticket is updated; IF the assignee is a developer AND IF the "GitLab Issue ID" field is empty, THEN create a new GitLab issue. ... Not possible. And the only work-around is to use Zapier, but of course, Zapier integration is broken, so there goes a major chunk of productivity, synchronisation, alerts, and whatnot. I highly recommend just staying clear of this product.
My teams been using this for over a month and they love it. It's increased visibility on production and helped us get a handle on customer satisfaction per ticket.
