Freshdesk is easy for end user and support staff
April 23, 2021

Freshdesk is easy for end user and support staff

Brandi Larkin | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Other

Overall Satisfaction with Freshdesk

We use Freshdesk to support all departments with issues that arrise. Users report issues and support staff are able to review the issues and triage based off of need and importance what to focus on. The system is used to request approvals for equipment and/or repairs. The system also holds all of our FAQs for users to easily access information without having to interrupt someone else.
  • Solution Center provides ease of access to simple support questions.
  • Delegation of tasks is easily managed.
  • Ability to receive feedback based off the service provided allows to find areas of improvement.
  • Project management is easy with ability to communicate with multiple persons.
  • Better response options for feedback would be helpful.
  • Improved communication.
  • Less downtime for employees for simple questions.
  • Data analytics improves service.

Do you think Freshdesk delivers good value for the price?

Yes

Are you happy with Freshdesk's feature set?

Yes

Did Freshdesk live up to sales and marketing promises?

Yes

Did implementation of Freshdesk go as expected?

Yes

Would you buy Freshdesk again?

Yes

Ticket design could be easier but the overall use of the platform is great.
Never needed to ask for support, the platform is really easy to use.
Freshdesk is much more user friendly than other platforms I have worked with for the end user and the support staff. The Solution Center really amps up the end users ability to answer their own questions and empowers staff to look for the answer rather than "wing it". The ability to create custom reports to evaluate the data is great.