We've just started using freshservice as our helpdesk and we like it so far. But we've got couple of issues we'd like to address.
1: New users receive the wrong Time Zone and Language. Our default is Amsterdam +1.00 and Dutch. But all new users logging in through ADFS/SAML, so no registration is done, receive the defaults, English and +0.00
2. Send answer and close reopens the ticket. Or reply and close immediatly afterwards also reopens the tickets.
3. Dispatch'r doesn't add a task to a specific service request but i've got the rules right.