Item: Freshdesk
Rating: 10
Author: Victor Vũ

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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

Cons

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

Return on Investment

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

Alternatives Considered

ManageEngine AssetExplorer

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.

Other Software Used

Azure SQL Database, Microsoft Azure

Volume of Social Customer Care Issues

100 to 500 per week

Likelihood to Recommend

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

Users and Roles

1400 - Ticket helpdesk, Asset Management, License Management

Support Headcount Required

3 - Need to know all system and network. with 02 skill it will help to reduce time support end users

Business Processes Supported

Ticket helpdesk
Manage all assets
Manage all license

Innovative Uses

We haven't used some function on it(Project)

Future Planned Uses

Contract management
Budget management

Likelihood to Renew

It is good tool for IT

Evaluating Freshdesk and Competitors

Products Replaced

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

Key Differentiators

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

Evaluation Lessons Learned

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

Implementation Rating

No, it is easy to do

Implementation Details / Implementation Partner

Implemented in-house

Training for end users
IT gets a ticket and close ticket
Provide the tool with other department

Freshdesk Support

Support Rating

1. Easy to open/Close ticket
2. Support team contact very fast
3. The problem has resolve quickly

Freshdesk Customer Support Pros and Cons

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

Premium Support

Yes - Currently, we pay for support form Vendor adn we can get support on working time

Exceptional Examples of Freshdesk Support

- When I have a problem with ticket helpdesk tool, I am looking someplace and this tool is supplied me

Using Freshdesk

Usability

All in one tool but pay for 1

Usability Pros and Cons

Pros	Cons
Like to use Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	Unnecessarily complex Requires technical support