We can certainly help you with using freshdesk effectively. Please drop an email to support@freshdesk.com elaborating on your workflow and use case in detail and we would be happy to assist you further.
I'm so greatful to embark on such nice journey with you. To be mentioned by you shows me that my organization will take a drasting step going forward. There are still challenges on my workflow that I come across. Like connecting to my customers and my colleagues easily and track them via emails and WhatsApp , to make my work flow.