The best tool for Services Helpdesk
May 14, 2019

The best tool for Services Helpdesk

Victor Vũ | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Estate

Overall Satisfaction with Freshdesk

We are using from the end 2018 when we find some solutions for Ticket Helpdesk, Devices Management and License Management. This system provides support to all employees to register their ticket, propose their equipment and for IT Department to manage. Almost all IT at the company have some services to support their employee but we cannot calculate total time, cannot know exactly how many tasks they take do it usually. After applying this tool, we can control it by:
- Logging all of the tickets to the system
- Managing License compliance
- Managing Devices
- Doing an audit can be supported anytime.
- Real-time to get the report and no need to prepare for the server.
  • Ticket helpdesk: Can register ticket to The system by email or Portal link
  • Manage IT Assets: Can manage by agent or agentless. It can scan all devices on your network
  • License Compliance: The system will record all software installed on your devices
  • Contract Management: can manage all contract and notify the expiration date to I T
  • License Management: Fresh Service is still developing its application on SAAS, it should have more detail to make a license report
  • Services catalog: it is not full and easy support for admin
  • Contract Management: should have some add-in support for budget calculation
  • The First ROI: Ticket support - It supports all IT departments register their job and send it to the manager
  • The second ROI: License management - Support is quick for audit from Group and Financial
With Manage Engine Asset explorer:
- You need to set up everything on premise.
- They have a limit for local supplier support in Viet Nam.
- They haven't limited for technical support
With Fresh Service:
- Just buy and use it.
- No need to manage Server and Website
- They have a good reseller in Viet Nam.
The Scenarios:
1. Ticket Helpdesk: When users need to support, they send email to the system and we support based on the SLA we define. If one day users complain about it to support, we can trace back to it from the system.
2. License: Sometime Microsoft will send emails to your group because of a license complaint, you can show them the result without any problem.

Using Freshdesk

1400 - Ticket helpdesk, Asset Management, License Management
3 - Need to know all system and network. with 02 skill it will help to reduce time support end users
  • Ticket helpdesk
  • Manage all assets
  • Manage all license
  • We haven't used some function on it(Project)
  • Contract management
  • Budget management
It is good tool for IT

Evaluating Freshdesk and Competitors

Yes - For the first time, we start with Jira for ticket helpdesk and Manage Engine Asset Explorer for Manage Asset. but after we have Fresh Services, we combine 01 tool by Fresh Services
  • Product Features
  • Product Usability
  • Analyst Reports
The features: can provide for us can resolve a business case
Product Usability: 1 tool can support all
Analyst Reports: This tool can support my boss can get daily report
1. I am always trial product first, sometime I will work with some tool
2. Send the result and trial to boss and Team
3. If it is enough for company, I will propose

Freshdesk Implementation

No, it is easy to do
Change management was minimal - From get support from end users
  • Training for end users
  • IT gets a ticket and close ticket
  • Provide the tool with other department

Freshdesk Support

1. Easy to open/Close ticket
2. Support team contact very fast
3. The problem has resolve quickly
ProsCons
Quick Resolution
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support cares about my success
Quick Initial Response
Poor followup
Escalation required
Need to explain problems multiple times
Yes - Currently, we pay for support form Vendor adn we can get support on working time
- When I have a problem with ticket helpdesk tool, I am looking someplace and this tool is supplied me

Using Freshdesk

All in one tool but pay for 1
ProsCons
Like to use
Easy to use
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
Unnecessarily complex
Requires technical support
  • Submit a ticket to get support from IT Team
  • Integrated Freshdesk with other product
Yes - I was setup Fresh Services to my android phone