Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Freshdesk gives us a very good solution for handling tickets for our IT Department, our EMR Application, and our HR application too.

Pros and Cons

Accountability for the IT Department.
Users can easily see updates to their tickets.
IT Staff can easily search for other tickets with similar issues.

More customization options.
Better syncing with our AD.

Return on Investment

Reduced downtime for Users because ticket prioritization allows for better SLA times.

I like everything about Freshdesk helpdesk. The implementation was quick and easy. The setup was very straight forward and the instructions were very clear and concise. Most things were very intuitive and user friendly.

Customer Satisfaction

Freshdesk has helped customer satisfaction by allowing us to prioritize the issues.

Alternatives Considered

BMC Helix ITSM (Remedy)

Freshdesk is much more user-friendly and intuitive than Remedy.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk again?

Yes

Other Software Used

Epic EpicCare EMR, Sophos Intercept X, 3CX

Likelihood to Recommend

I have nothing but high praise for Freshdesk Helpdesk. It is very dependable, bug-free, and very easy to navigate. Freshdesk Helpdesk lets me keep track of what is going on in the IT Department in one convenient place. I would very highly recommend it for almost any size organization.

Freshdesk - Intuitive and Helpful.

Software Version

Overall Satisfaction with Freshdesk