Freshdesk feel lightweight and easy to use, but there's a lot of capability beneath the hood.
August 08, 2022
Freshdesk feel lightweight and easy to use, but there's a lot of capability beneath the hood.
Score 10 out of 10
Vetted Review
Verified User
Software Version
Blossom
Overall Satisfaction with Freshdesk
Freshdesk is used as our IT helpdesk to support our users across the company. It is a great way of keeping track of issues, prioritizing cases, delegating work, and auditing actions are taken. The reporting is also very helpful at letting us pick up on key areas we can improve with things like user training to develop our systems and avoid falling into a constant loop of "fire fighting".
- Ticket history.
- Reporting
- Customization
- The reporting could be a bit better, but it does what we need. We then put it into a PowerBI dashboard for the full reports to Directors.
- It has helped us target reoccurring issues with user training to reduce the number of repetitive tickets we were getting on certain issues.
- The IT team spends less time juggling tasks as you can see what everyone has assigned and is working on.
- Can easily tag others to escalate a ticket or get support when dealing with an issue.
The automatons have certainly helped us when dealing with tickets and prioritizing. Some issues are even sorted without the need for a technician's intervention! We probably only use quite basic parts, to be honest, but it does help to have tickets come in automatically tagged/grouped and prioritized based on the content of the email/ticket.
Spiceworks was powerful, but we also found it quite clunky and heavy-duty. Freshdesk is a lot lighter, quicker, and generally feels easier to use.
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