I'm new to the community and not yet a paying user of Freshservice yet, still evaluating. In general I like the service but find a lot of small bugs and nagging things that either don't make any sense to me or just seem incomplete. With this in mind my biggest concern is looking at the Feature Requests and seeing that the majority of the most popular items are 2 years or older. Some items that are in progress now were originally requested 2 years ago (i.e. auto refresh dashboard, very very useful feature)! It seems like if you want a new feature implemented or something fixed you're out of luck.
What's the general experience of people that have been using the product for a while? Do issues get fixed and improvements to the core helpdesk get made regularly? or do you just find workarounds and live with it? Did you look at other products but went with Freshservice because it had "x"?
Thanks in advance for any feedback, looking to try and make a decision in the next week or two.