Overall Satisfaction with Freshdesk
Freshdesk is our current IT ticketing system. We have opened it up to Workplace, and I believe one other department uses it on a different instance. The system allows us to track the amount of work done, and provides a resource to refer back to in case we have repeat issues. We have started using the Solutions feature to provide users links to easy-fix solutions
- It is a full-service system that provides the same, if not more, power as Zendesk, HelpScout, etc.
- Queue view is easily customized
- Ticket merging could be a little confusing to use
- Unless things have changed recently, Pending tickets don't show up if you use the All Unresolved view
- Stakeholders are able to see department performance by viewing available stats
- The Leaderboard feature allows for friendly competition within the team
- Zendesk, Help Scout and BMC Helix ITSM (Remedy)
Freshdesk was the system in place when I started with my current company.
- Compared to Zendesk, they are very similar, but I'd give the advantage to Zendesk if asked.
- Compared to Help Scout, Freshdesk is much more robust.
- Freshdesk, Zendesk, and Help Scout have about the same user experience. Very easy to use after poking around a bit.
- Compared to Remedy, Freshdesk is much friendlier. Remedy felt very rigid to me.