Freshdesk is the Fresh-est way to Help Desk
November 06, 2015

Freshdesk is the Fresh-est way to Help Desk

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

Software Version


Overall Satisfaction with Freshdesk

We use Freshdesk as our help desk software. It is a single point of contact for all technical issues, problems, questions, or requests. We also use it to manage our information technology projects. It is only used in the IT department currently, but this could change in the future based on need. The staff uses it and likes it a lot. Other departments have come to us and asked if it could work for them as well. The main goal of using Freshdesk is to address the information technology issues as they arise. Secondary to that is the knowledge base. We use this to communicate information to our employees and users.
  • Setup is extremely easy. There could not be a quicker setup. They guide you through the entire process and the interface is very intuitive.
  • Our users love the ability to send an email and create a ticket. We have also received feedback stating that they love that there is transparency during problem resolution. The customer portal shows the public information for the ticket that the user can log into and see the ticket with the notes. Another added benefit to this is the native chat feature. Users can have their issue resolved much quicker than sending an email in most cases.
  • The gamification for the agents was a key feature that made Freshdesk successful for us. It drove friendly competition between technicians to do a good job and have pride in their point totals.
  • The ability to run reports for ticket resolution time, first call resolution, ticket closure rates, SLA goals met, etc., is a great feature. I would use this to show my supervisors the amount of work that was being done. We could then have quantifiable data to drive improvements.
  • There are times when a user replies that it creates a new ticket. This could be due to the Microsoft Exchange settings, or it could be the way that the user replies. I would like to see Freshdesk be able to see the ticket number in the subject line of the email and place it with the appropriate ticket.
  • The pricing is a little on the expensive side for the Estate option for some companies. I have had problems with upper management seeing the cost and suggesting that we use a software with a one time payment option rather than a service or subscription.
  • I would like to see more gamification "missions" or goals for the technicians out of the box. Freshdesk includes 4, but more built in goals would be beneficial.
  • Our customer satisfaction has sky rocketed. Our users love the user interface and ease of use of Freshdesk and it has helped them communicate better with us in IT.
  • Our ticket count has been reduced drastically. Before Freshdesk, we had a very long backlog because data was being lost. Emails were not able to be sent from the previous help desk software. Freshdesk resolved this problem for us and has greatly increased our productivity.
  • With the use of gamification, it has driven our technical staff to be engaged and produce the right results. With the ability for them to lose points for unhappy customers, it drives customer service. With the ability to get additional points for a first call resolution, they strive to resolve the call if possible during the first interaction.
These other softwares do some of the same things as Freshdesk, but Freshdesk excels at doing them better. They make it easier to set up, configure, and start using. They make the user interface enjoyable for both technicians and users. These other softwares are largely text based which often works for technicians, but not so much for users.
Freshdesk is best suited for IT departments that have a help desk or a service desk. If you are looking for inventory management or change management, this will not be the best solution. If you are looking to answer questions for your users, have users report problems and issues, or have users submit requests, this software will meet and exceed those needs.

Freshdesk Feature Ratings

Organize and prioritize service tickets
Expert directory
Subscription-based notifications
ITSM collaboration and documentation
Ticket creation and submission
Ticket response
External knowledge base
Internal knowledge base
Customer portal
Social integration
Not Rated
Email support
Help Desk CRM integration