The best tool for Services Helpdesk
May 14, 2019
The best tool for Services Helpdesk
Score 10 out of 10
Vetted Review
Verified User
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.
- 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.
- 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.
100 to 500 per week
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
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
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
2. Send the result and trial to boss and Team
3. If it is enough for company, I will propose
Freshdesk Implementation
- Implemented in-house
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
| Pros | Cons |
|---|---|
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
| Pros | Cons |
|---|---|
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