Freshdesk, what a great Fresh perspective on a ticket system!
May 05, 2022

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

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Freshdesk

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

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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!
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!
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.