Item: Freshdesk
Rating: 10
Author: Daniel Tompkins

Use Cases and Deployment Scope

We use Freshdesk for our ticketing system. It helps us keep a good handle on our SLAs to our customers. The system also sends automatic responses to customers letting them know we are looking into their issues.

Pros and Cons

SLA Tracking
Auto responses to incoming requests
Out of hours responses to customes

Mutiple ticket queues per instance
better outlook inegration

Return on Investment

Positve ROI based on SLA tracking alone
Cleaned up communcation channels to end users
Knowledge base has added end user interaction

Alternatives Considered

Microsoft Dynamics 365

I have previously used MS CRM now MS Dynamics 365. Their setup of Freshdesk compared to Microsoft products is seamless. Answer a few questions and off you go. If you are looking for an out-of-the-box easy setup go with Freshdesk.

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

GoTo Meeting, Microsoft 365

Likelihood to Recommend

Freshdesk works well in smaller installations with a smaller end-user base. This is true at least for the estate version. I think using this product in a larger installation would be a bit challenging as there is a limitation on how many queues you can have per instance.

Support Rating

10

N/A have not used their support

Usability

10

Freshdesk is easy to use and easy to navigate. It also has a very clean interface.

Fresh out the box its ready to use

Software Version

Overall Satisfaction with Freshdesk