Overall Satisfaction with Freshdesk
Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.
- You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
- All the tickets can be managed in one location.
- After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
- Automatic closing of tickets when a customer doesn't respond to a request for more information.
- We are able to track repeat problems to identify if there is an ongoing issue.
- Our Facilities Department is now held accountable for their performance and taking care of requests in a timely manner.
We previously used SchoolDude to manage technology tickets. Freshdesk has many more features. One of the best is the ability to reply to a customer in a ticket. When you reply they receive an email which they can reply to instead of having to login to a portal and pull up the ticket and add notes or check the status. When the customer replies, the email content is posted on the ticket in Freshdesk and the technician receives an email notification. Freskdesk also has an interactive app you can use to access and resolve tickets.
Fewer than 100 per week
Using Freshdesk
12 - The Technology and Facilities departments use Freshdesk to handle staff request for equipment moves, adds, repairs and help desk support.
4 - Technology director, Systems Administrator and District Technicians.
- Replacing a projector bulb.
- Electrical outlet not working.
- Setting up new computers for a lab.
- Installing new outlets for a computer.
- Tracking repeat problems from the same user to identify the need for training.
- Set up bots to answer the most common questions posed to the help desk.
Freshdesk Support
Pros | Cons |
---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Not really because they are always exceptional.