Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great.
Freshdesk automates ticket assignment, document management, and email ticket creation, enhancing workflow and integration with tools like Jira and Slack. It appends resolution details, building a robust knowledge base. However, technical support and ticket assignment need improvement. Reporting tools lack templates and scheduling features. Integration capabilities demand coding effort, lacking support for platforms like App Store. Automation is insufficient, increasing manual tasks.