We like the help desk management features as well as the KB that we can build. The problems are that organizing the KB is needlessly confusing. Licensing is silly. It costs us more to order a large number of business agent licenses than it does to order a bunch of IT agent licenses, which makes no sense at all.

Ticketing itself is nice and we do appreciate how flexible the workflows are for different ticket queues and teams, but it can be complex to implement and troubleshooting these during implementation is a bit confusing. Asset management is a potential use case for Freshservice as well, but we've found it to be extremely lacking in both information gathered and ease of implementation (with the scanning server application still requiring internet explorer on its backend).