A cloud-based helpdesk solution that is fairly easy to use
Updated February 26, 2020

A cloud-based helpdesk solution that is fairly easy to use

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

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Overall Satisfaction with Freshdesk

It is only being used at the department level, not by the whole organization. It is being used mainly as a helpdesk system, for tracking requests from users. We have not really taken advantage of yet of some of the other features of the system, such as the knowledge base or forums. It addresses the business problem of having a good tracking system for keeping track of all user requests and being able to easily assign the requests to technicians, or other teams within the organization. It is a central place for not only keeping track of requests, but also adding notes for each request, and having a record of those.
  • One thing it does well is it is pretty easy to use, without being too complicated. Most IT staff will be able to navigate around the program, without really having to consult the documentation on how to use.
  • The general layout of the program is very good, with easy to use Filters, and a choice for the IT user to display a certain layout for all the requests on the page. They can choose between the table view and card view, with each having its advantages.
  • Being that it's a web-based program, there has not really been too many instances (actually very few) in which the program has crashed or locked up. It generally works very well on a daily basis.
  • One improvement can be is the integration between Freshdesk and Outlook. One feature that would be nice to have is drag 'n' drop functionality between dragging attachments from Outlook directly into a Note in Freshdesk. Currently, there is not this capability.
  • Another improvement can be in being able to modify default roles, without having to create a whole new role, then assigning permissions. Especially, if you are looking at changing one or two things in a default role, this can save time with being able to do it within the default role
  • It would be nice if there was the ability to delete the reply to the email address (if needed) when replying to someone within a note. Occasionally, you may intend to send the reply to someone else (and not the individual that shows in the To: field), but currently, there is not a way to delete this.
  • One positive impact it has had was that it has helped productivity from the IT user standpoint, since it's been easy to use/intuitive, and there is not really a need to consult the documentation.
  • Another positive impact is that it has helped with the organization of requests, since there is one central place for all user requests to be submitted to, and each IT technician can work on individual requests and keep track of those requests, in an organized manner.
  • The negative it has had is it doesn't do as much as some other helpdesk systems on the market today, meaning things like asset tracking, inventorying, etc. This is still not a complete service desk solution, so organizations may have to run multiple programs if they are looking for additional features.
  • BMC Track-It!
Freshdesk's biggest advantage over some other service desk solutions is that it is completely web-based, so that helps to eliminate the need for a Systems Administrator having to install/set up/manage this on a server. This includes managing a database for the helpdesk solution, which in the case of some solutions out there, this is required. Also, Freshdesk is pretty easy/intuitive to use from an IT Technician standpoint, since it's more of a basic helpdesk solution. Some others on the market may have a lot more features than Freshdesk, but with the additional features, comes a steeper learning curve to master.
It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it.

It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.