Item: Freshdesk
Rating: 9
Author: CJ Pomerantz

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

Freshdesk is our main ticketing tool. We use it for everything from client requests, to new customer sales calls, and even to help with our team's internal communications, as a sort of supplement to Slack. We use it as a to-do list tool as well, setting timers and urgency alerts for different tasks.

Pros and Cons

Pros

SLA Timer. This is useful to make sure that we respond quickly to tickets that come in outside of business hours.
Workflow visualizer -I don't know what the proper name for this would be, but it's useful to see where/how our process is inefficient, and where improvements can be made.
Timing Estimator - Looking at the totality of our tickets it's easy for the sales team to quote clients with accurate timelines on larger jobs.

Cons

SLA Timer - The SLA timer can be annoying during weekends, nights, and time off, because it doesn't recognize that the timer should be paused.
Differentiation of tasks. Everything looks the same from the top-level view and it's tough to tell who might be overwhelmed, who is available for extra work, etc.
Onboarding training. It's tough to figure out on your own.

Return on Investment

Shorter ticket times
Improved communication
More efficient work flow.

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

Front, Mailchimp

Likelihood to Recommend

As a product manager, I generally prefer task lists and Gantt charts to manage the flow of my work and my team's work. However, moving to a client servicing business, I admit that ticketing is essential, much as I might not like it. That said, Freshdesk is far and away the best ticketing system we've looked at. It gives us the ability to communicate, both as a team and with our clients, with a minimum of redundancy.

Freshdesk Feature Ratings

Freshdesk Support

Support Rating

While I haven't personally interacted with support from FreshDesk, those on my team have always gotten their issues resolved quickly and relatively easily. In addition to that, the knowledge base they provide is always helpful to start solving problems big and small. My team has never had a single complaint.

Using Freshdesk

Usability

While it takes a while to get up and run, it's relatively simple once you're using it regularly. Of all the key areas you'd look for with ticketing systems, it was the most impressive. From the ability to monitor progress to improving internal and external comms, it was the perfect tool for us.

Comments

Please log in to join the conversation

Great Even If You Don't Like Ticketing Systems

Software Version