Item: Freshdesk
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We have been using Freshdesk for over 3 years and it has been great. Very simple to implement and use. Allows users to log tickets by sending an e-mail or through the portal. I would recommend this product to any business who wants to use a ticketing system to organise work.

Pros and Cons

simple to implement
set status of tickets
runs fast
automations

get out of office status from outlook
set out of office for agents
change font options

Return on Investment

faster resolution times
reduced total cost to serve
accelerated time to value

Implementation Rating

easy to use, simple to manage, but has enough customisation to allow a range of automations and canned responses. The canned responses and ticket categorisation automations save a lot of manual work. If you want to improve productivity i would definitely recommend using Freshdesk helpdesk system. It runs in a web browser so doesn't require a lot of overhead

Customer Satisfaction

i have used the ai chat and it's good for more common issues. What i like is that there is still an option to speak to a support agent to help with your problems. I haven't had a lot of problems with the system but for the few times i have the support is great

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

Likelihood to Recommend

It's good if you want to organise work using a ticketing system with queues. For an organisation or company using e-mail or walk ups in person, this will reduce the amount of time wasted and allows a logical way of working to be implemented. Useful for IT or any type of service based work.

Easy to use, implement and work with

Software Version

Overall Satisfaction with Freshdesk