Amazing Software for The Cost!
Value for Money
No longer am I receiving multiple emails a day from users needing help or asking for tech support. It's all in one place, it's tracked, and solutions can be saved for future use in a knowledge base.
Considering I'm still running a free version of FreshDesk with a sample size of my users to test I'd say the biggest pro is the cost! If you have a small organization then you can easily utilize the free version of FreshDesk to handle all your support ticketing needs. Even once you upgrade to a paid version the cost is still the cheapest I've come across. Also having access to the mobile iPhone app is great!
One thing I was frustrated with was during the FreshDesk setup. When a user follows the link to your login portal and creates an account it still requires the admin to go into the Contacts and hit the "Send Activation Email" button so they can create a password and move on. My users were confused and it took some extra steps to get setup but I understand from a security standpoint so not just anyone can sign up under your organization.