Overall Satisfaction with Freshdesk
We use Freshdesk to open tickets for our internal help desk and reporting platform errors but we also use it to communicate with clients. They report platform bugs sometimes. But mostly it is used to keep the communication nice and trackable, as in the past we only use e-mails and a lot of them got lost or were difficult to track and led to misunderstandings with our clients.
- Keep track of tickets.
- The tickets are easy to find on the platform, and the interface is nice and neat.
- Allows users to redirect tickets, to add notes, etc. It makes the experience of solving problems better.
- The tool to make lists of receivers etc. is not so intuitive and not so easy to configure.
- When the company starts to grow and more users are needed it could turn into an expensive tool.
- Now we can really track our client's requests and solve them quickly, so our relationship with them is better too.
- It has become easier to redirect requests and prioritize them, letting us be able to see when something is urgent.
- It's easier to find old requests or bugs reports.
I used 2 ticketing tools: Mantis (open source) and Jadhe (developed in Argentina) when working as a help desk operator. I think they were adequate tools to use internally to report bugs and hardware problems and such but I feel more comfortable using Freshdesk to maintain smooth communication with clients, and its interface is nicely designed
Freshdesk is very well suited for growing companies where communicating problems or requests via e-mails could get a lot messier. But I also think the cost of the tool is important, so maybe in growing companies that don't have much money to invest in ticketing tools, an open-source option could fit better.