Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?
We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.
There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.
The main challenges were facing with this approach
1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.
2) Using Problems as proejcts seems like we're doing it wrong.
Anyone have an suggestions or ideas?