Freshchat vs Freshdesk: Which is best for you?

The ability to set up automated responses helps free up time immensely, and focus on other tasks.

One thing I didn't like about Freshchat was the limited reporting and analytics capabilities. While the platform provided basic metrics, such as response times and customer satisfaction ratings, I found it lacking in terms of more in-depth insights and analytics.

Our admin did a good job of integrating the KB with the ticketing systems so the KB was a very reliable point of reference while troubleshooting during a call.

You do not need to customise it as much as other platforms but then you can't get additional functionality that you require from it either.