Product Usage: The reviewer used Freshdesk as a ticketing system to manage a higher volume of support queries and automate workflows for prioritizing tickets.

Strengths: Freshdesk excels in automated workflow creations, assigning tickets, categorization and templated responses with the flexibility to adjust as per changing needs.

Weaknesses: The major weaknesses of Freshdesk are poor reporting capabilities, slow loading due to excessive embedded charts, and lack of scheduling options for sending responses.

Overall Judgment: Despite some usability concerns and poor reporting capabilities, Freshdesk’s workflow automation and affordability make it a suitable choice for small to medium businesses with high-volume email support needs.