Freshdesk is a help desk management system. It is normally used within organizations. The employees can use it to report errors or problems they face when they are working on internal/external application.
The person normally creates a ticket. And then this is assigned to the systems/ IT department. Once the ticket gets assigned to a service agent, an email is sent to the Issuer. And then this facilitates back and forth conversations in case more Information or details is needed. Once the problem is resolved, the service agent marks the status of the ticket as Closed and an email is sent to the Issuer.
Fresh desk has a really good dashboard which gives a status regarding the number of tickets which are unresolved, the tickets not assigned to anybody. It gives good control to the IT Administrator in terms of managing the tickets.