Item: Freshdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We are using Freshdesk to assist our end users in managing their incidents and problems. We also utilize functions to support other IT processes such as change management, project management, on call scheduling and some asset management. End users use the web portal to submit issues and track them. It helps us manage our communications with the customers and track ongoing and past contacts with them.

Pros and Cons

Pros

Provides prompt and efficient customer support
adapts quickly to suggested changes to improve the application
intuitive interface for all users

Cons

Including more assets in their base product, currenly only a few are included and extra assets are costly
extend more desktop features to the mobile app client
make the support portal easier to customize, currently you are limited to basic changes and need to know coding languages to further customize.

Return on Investment

ROI is hard to quantify, however save many man hours of tracking requests in email.
improved customer satisfaction with our end users
integrated services with other applications provides seamless transitions across platforms

Alternatives Considered

ServiceNow Customer Service Management and BMC Helix ITSM (Remedy)

Freshdesk was quicker to set up and more cost effective for our size of business. We have about 1000 end users and about 10 IT support staff. We needed to set up and deploy a service desk ticketing solution that was capable of growing with additional service offerings very quickly. BMC and Service now were not able to be rolled out as quickly as Freshdesk was. Also cost was a factor and Freshdesk met our budget needs.

Key Insights

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

Other Software Used

Cisco Prime LAN Management Solution, Cisco Umbrella, CommScope iTRACS DCIM

Volume of Social Customer Care Issues

Fewer than 100 per week

Usability

I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!

Support Rating

Because I never worked with a company that responds so quickly to their customer! They are always fast at responding and very open to new ideas and quickly turning them around to include them in future releases. They walk us through when we need assistance and are very good at communicating. Overall top notch support!

Likelihood to Recommend

It is well suited for a company who needs to provide an enhanced service desk ticketing system. They are scalable to accomodate from small to large scale businesses. Also their product is ready to use right away with very little customizing. There are many integrations that are apart of the system and compliment well.

Comments

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Freshdesk, what a great Fresh perspective on a ticket system!

Software Version