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Freshdesk is the best ticketing software I have ever used, Hands Down!
September 12, 2018

Freshdesk is the best ticketing software I have ever used, Hands Down!

Justin Reeves | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Garden

Overall Satisfaction with Freshdesk

We use Freshdesk for our entire school district, we give students and staff the ability to enter support tickets or create a chat for their technology issues.
  • Freshdesk’s automation features are amazing, we have specific dispatch rules set to automatically assign tickets to an agent based on the category selected for the ticket
  • We utilize the customer satisfaction portion of Freshdesk to see how well our agents are presenting solutions to our students and staff
  • The interface and design of Freshdesk is easy to use and gives us tons of information to work with
  • I utilize Freshdesk's API with our metrics dashboard to show how many tickets each agent has
  • The API documentation could be a little better. I had some trouble at first utilizing the API the way I wanted to
  • Some of the interface areas could be a bit more detailed. Some of our less tech savvy employees have trouble finding features if they are not labeled.
  • I've had some trouble in the past with some third party integrations.
  • Freshdesk has given our technology department a whole new life when it comes to being about to support our customers, we are able to communicate much more effeciently on each ticket.
  • Our customers are more happy with the details they receive compared to our previous ticketing systems and they love rating their interactions.
  • Overall switching to Freshdesk has been one of the best decisions our department has ever made.
We used Spiceworks before Freshdesk because it was free, and we had nothing but trouble out of it. I couldn’t do all the automations I wanted to do, customers found it difficult to use, and the interface was terrible. Since switching to Freshdesk all of those areas are improved and more!
Not available
We do not use a lot of the features that freshdesk has to offer with publishing but we have written some articles and help desk tutorials that we have published to our freshdesk portal. These have been extremely very helpful to our customers and we plan to do more in the future.
The ease of replying and engaging with customers via freshdesk is better than any other service i have tried hands down! I love the ability to reply within the interface or reply via email and the ability to use email commands to easily close or resolve a ticket straight from email
We use the metrics provided by freshdesk to get more headcount in our department year after year, we also use the customer satisfaction scores to see if there is an issue with an employee that may need to be addressed.
The dashboard for freshdesk is amazing and gives so much valuable information. We also love the ability to pull specific reports on each agent to see how they are doing in comparison to the rest of our team. I also use the Freshdesk API to pull information into our proprietary dashboard to see how many tickets each agent has at any given time.
Freshdesk is great for any environment looking for a support ticket solution. I like that it can be used in a simple support ticket fashion or you can get very precise with dispatch automation and scenario automations. Its overall just an amazing product.