Overall Satisfaction with Freshdesk
We started using Freshdesk about a year ago and it was just for use in our IT department to track issues and enhancement requests. It was so useful and liked that several other departments became very interested in it. It was expanded to our commissions department, HR and accounting rapidly. We are actively developing integrations with outside partners so we have one location for users to go to address their issues or requests, even with the solution is completed outside our company walls.
- We use Freshdesk to track issues that are reported to us. We want to make sure that nothing falls through the cracks.
- We also use Freshdesk to store our knowledge base articles so that there is one place to go to for finding solutions to individuals issues. These articles can also be published to the self service portal.
- We like how Freshdesk allows us to distribute the workload among our agents. The reporting allows us to see who is carrying their load and who is not. The numbers just don't lie.
- There is a bit of work and technical expertise needed when doing API calls to pull and push information automatically into and out of Freshdesk. The good news is that they have the API to allow this.
- There were times we struggled getting the automatic assignment of tickets to go to the right location using the dispatcher. We found the order of the rules makes a huge difference.
- It does take a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets it gets easier.
- The best return we have received is having one place to store the tickets
- We like how we only have to pay for the agents who work on the tickets and not for everyone who could potentially open a ticket.
- We can now more easily understand our most common issues that reoccur and allows us to put time and effort into coming up with solutions to solve the root cause of the problem.
Our Sharepoint solution was a home grown solution to track issues that never really worked. Everything we needed we had to build from scratch. It also didn't lend well to expanding into other departments. When I tried Freshservice, I liked it quite well - but it was just a trial, again to just solve a particular problem. Again - it didn't lend well to expanding to other departments. We ended up selecting Freshdesk because of it's ease of use and ability to expand.
100 to 500 per week