Babby's First HelpDesk Ticket System
October 27, 2015
Babby's First HelpDesk Ticket System
Score 9 out of 10
Vetted Review
Verified User
Software Version
Free,Blossom,Garden,Estate
Overall Satisfaction with Freshdesk
My company had no ticket tracking until we moved to Freshdesk. Most solutions seem clunky and rigid. Freshdesk was very easy for us to integrate thanks to how easily it works with Exchange. The options and features of even the free version were impressive and anyone without a ticket tracker should be using it. Since we are very small company with a small IT department the pricing is very modest. The only weakness I could cite would be global configuration and management. I was trying to find exactly what modules and version we are running quickly.
Right now only the IT department uses Freshdesk internally. This has been a large boon in helping us track and follow up with issues making them visible to the whole team. There are features to provide responses and feed back to the users but in our situation with a very small team of 3 I did not feel it necessary.
Right now only the IT department uses Freshdesk internally. This has been a large boon in helping us track and follow up with issues making them visible to the whole team. There are features to provide responses and feed back to the users but in our situation with a very small team of 3 I did not feel it necessary.
Pros
- Excellent integration with MS Exchange. It is very easy to modify tickets using tags in a response to the system.
- Mobile app available for a technician away from their PC.
- Extremely affordable.
Cons
- Top level administration of the FreshDesk account for the company based on logins could be easier.
- It would be nice to have a resource with supported commands in response emails. For example if I want to link a specific email to a topic I can reply to our ticketing address and include [ticket#] in the subject line. A list of every supported command would be appreciated.
- It would be nice to have a resource on linking responses and knowledge base articles to specific tickets.
- Perhaps a way to completely close a ticket overriding responses after an issue is closed like, "Thanks" which would then reopen the ticket.
- Our application use is completely internal to the IT department. This has allowed us to track workflow. No more issues are escaping our agenda. We can also tabulate the amount of support we are providing and budget staff accordingly.
Comments
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