Item: Freshdesk
Rating: 10
Author: Ivan Pavelka

Use Cases and Deployment Scope

We use it as a ticketing system, for users to report issues to the IT dept. The product addresses reporting of technical difficulties the users have to the IT department and other technical support questions they might have. Also, it is used to track spent time on certain projects for reporting purposes.

Pros and Cons

It is very user-friendly
It has the ability to forward tickets to users outside of the platform
It is simple and easy to use

Lower the price

Implementation Rating

You just need to create the account and input an email address and you are ready to go. The implementation is very simple and straightforward. Afterward, the setup is realtively simple and Freshdesk has an extensive knowledgebase with lot of answers already there. And if you get really stuck, their customer support is fast and precise.

Customer Satisfaction

We aren't using the omnichannel customer support suite so I'm not able to answer this question.

Alternatives Considered

osTicket and Redmine

Freshdesk is more user-friendly and more suited for our 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

KeePass, AnyDesk

Likelihood to Recommend

This is a ticketing solution like 100s of others, but this one is the most user-friendly of most of what we tried so we decided on this one. Also, it has the ability to forward tickets to addresses outside of the platform which is a must for us and was a big factor in our decision.

Freshdesk - ticketing made simple

Software Version

Overall Satisfaction with Freshdesk