There's something about the smell of a clean ticket queue... it's ReFreshing
October 30, 2015
There's something about the smell of a clean ticket queue... it's ReFreshing
Score 8 out of 10
Vetted Review
Verified User
Software Version
Free,Blossom,Garden,Estate
Overall Satisfaction with Freshdesk
We needed an IT ticketing solution in order to get organized, triage and have SLAs in place. Freshdesk did this flawlessly. We were able to reuse the previous support email group, so no additional training was required for our clients.
- Customizing auto-responses is both easy and well explained so you don't end up with any unexpected results.
- Comes decently "pre-configured" so you can both start using it right away and you get ideas on how you can do more with it.
- Clean, intuitive interface, it might seem like a small thing, but in the middle of a stressful day it's good to be able to cruise through without any extra bumps in the road.
- Almost everything I thought Freshdesk was missing was addressed with Freshservice. I guess I wish I knew about the other product sooner and that a migration strategy existed.
- Some of the basic features are locked to the higher-up versions for unknown reasons. Having a more modular model for feature sets would benefit wanting to upgrade greatly.
- If anything goes wrong, though that's rarely, connecting to the Freshdesk support team feels a bit disconnected, which is odd given they're making and using the same product and put a lot of effort into marketing. I guess I'd just want the same level of energy and maybe some more localization.
- Since the IT team wer the only ones using its back-end, the free for three users model was great for us. Better than expected ROI, even for free.
- With all ticketing solutions, it still didn't help resolve the issue of clients not wanting to go through it once they found another way of contacting us, despite our best efforts to ask them not to.
Spiceworks was too much work to get off the road and didn't offer much on the user's side. Freshservice is a lot more focused on IT work and I'd recommend starting with it. Desk.com is great for a whole organization, but rules frequently break with a mixed bag of how useful the support offered when that happens is. It really comes down to your needs, all can be the best choice in the right environment.