Freshdesk is a great customer support app
November 20, 2018

Freshdesk is a great customer support app

Jeffery Albertson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
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Overall Satisfaction with Freshdesk

Freshdesk is used for all technology, facilities and maintenance requests for our school district. It can automatically assign an agent to the ticket based on the request type. All the tickets can be tracked and organized through the dashboard to ensure all tickets are responded to in a timely manner.
  • You can write solutions articles for your most common requests, so customers can help themselves. Keywords typed by the user point them to related articles allowing them to help themselves.
  • All the tickets can be managed in one location.
  • After a ticket is Resolved the customer gets a survey, so technicians are accountable for the work they do.
  • Automatic closing of tickets when a customer doesn't respond to a request for more information.
  • We are able to track repeat problems to identify if there is an ongoing issue.
  • Our Facilities Department is now held accountable for their performance and taking care of requests in a timely manner.
We previously used SchoolDude to manage technology tickets. Freshdesk has many more features. One of the best is the ability to reply to a customer in a ticket. When you reply they receive an email which they can reply to instead of having to login to a portal and pull up the ticket and add notes or check the status. When the customer replies, the email content is posted on the ticket in Freshdesk and the technician receives an email notification. Freskdesk also has an interactive app you can use to access and resolve tickets.
Real time analytics allow workflow to be tracked throughout the day. Tasks are easily assigned to technicians through the All unresolved tickets screen or they can be pre-assigned based on the Ticket Type. Productivity, Performance, Trends and Customer Happiness can all be tracked through the Reports tab. Recent activities are posted in a real time list so you can review incidents as they happen..
My Dashboard provides an overview on what is happening with tickets today as well as an overlay of yesterday hour by hour. The reports allow me to look at performance for an entire group, or I can drill down to the agent level and review metrics including SLA performance. There are over a dozen different options to enhance help desk productivity.
Freshdesk is well suited for a school district. Before Freshdesk, our staff had to fill out a form for a facilities or maintenance problem and take it to the building office to be faxed to the Maintenance Department. Now, teachers can quickly report a problem on their classroom PC without taking time away from their students.

Using Freshdesk

12 - The Technology and Facilities departments use Freshdesk to handle staff request for equipment moves, adds, repairs and help desk support.
4 - Technology director, Systems Administrator and District Technicians.
  • Replacing a projector bulb.
  • Electrical outlet not working.
  • Setting up new computers for a lab.
  • Installing new outlets for a computer.
  • Tracking repeat problems from the same user to identify the need for training.
  • Set up bots to answer the most common questions posed to the help desk.
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated.

Freshdesk Support

We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Not really because they are always exceptional.