Freshdesk: A Breath of Fresh Air.
August 09, 2022
Freshdesk: A Breath of Fresh Air.
Score 9 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We are an organization that manages four schools and an external office. We use Freshdesk to track and prioritize the resolution of IT issues across the staff at all four schools. Our maintenance team across all locations also uses Freshdesk to track and prioritize the resolution of maintenance issues and other projects. We only use Freshdesk internally, meaning the customers we service are only staff within our five locations.
- The support staff have always responded quickly and have never failed to answer questions or feature requests.
- They have a great knowledge base that covers all features in much detail, meaning you can solve most issues without needing to reach out to the team themselves.
- Freshdesk is formatted in a way that presents all the information relating to a ticket at a glance, meaning you can easily prioritize jobs.
- Using Freshdesk from the agent's perspective is a relatively painless experience, as it is all designed well and always works as expected.
- Freshdesk includes great options for personalizing your customer portal, and the customer's experience is also reportedly a painless experience.
- One frustration we have had at times is small features that would be great for our use of Freshdesk but are only included in higher costing plans that we can't justify upgrading for.
- A little more customization of the customer portal in the Growth plan would be much appreciated; however, it does not inhibit its functionality.
- Freshdesk has decreased the time it takes for us to respond to tickets.
- Freshdesk has reduced pressure on staff when submitting tickets by being much simpler than our previous solution.
- Freshdesk's ability for us to create our own knowledge base saves us time answering common questions, as we can send staff there before having to answer them ourselves.
Our customers are staff that works across our schools, so not the usual customer experience; however, the majority of feedback we have received from staff has been positive. After the initial learning curve for some staff, we've had no complaints about its functionality.
I have no experience using Spiceworks, as the first project I undertook at my current place of employment was researching and implementing the new Freshdesk helpdesk. However, the feedback I have received since the implementation has been that it is simpler to use and has helped the IT and maintenance teams to have quicker response times and fewer tickets to get lost or forgotten about.
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