Great low cost helpdesk ticketing system
Updated November 25, 2024
Great low cost helpdesk ticketing system
Score 8 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
It is our helpdesk ticketing system as well as providing weekly stats on usage. It is supposed to be a complete replacement for direct emails and phones calls - it does that well, however many of our users bypass it and call/ email directly to the person. We still log those tickets into Freshdesk
Pros
- helpdesk ticketing
- ticket tracking for age
- subject matter tracking
Cons
- quicker response from Freshdesk's help desk when we encounter an issue
- Freshdesk layout is easy to navigate
- there is an email notice, and an on-screen notice, when there is a new ticket
We use this for internal tickets only. Employees of the firm are supposed to interact with Helpdesk by email only; phone calls are initiated by help desk agent
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
Freshdesk Feature Ratings
Using Freshdesk
2 - Helpdesk
2 - Helpdesk technicians use it. End users send an email that creates a ticket.
- Helpdesk
- Unknown
Evaluating Freshdesk and Competitors
Yes - Zendesk. The pricing changed and the functionality became more complicated.
- Ease of Use
No change. We're happy with Freshdesk and it's app.
Freshdesk Implementation
- Implemented in-house
Change management was minimal
- Fine tuning the configuration
Freshdesk Training
Configuring Freshdesk
Some - we have done small customizations to the interface - Generally, it was straightforward. We made a few requests for further changes and some of those have been implemented by Freshdesk.
No - we have not done any custom code
Freshdesk Support
| Pros | Cons |
|---|---|
Good followup Knowledgeable team Problems get solved Kept well informed Support understands my problem Support cares about my success | Difficult to get immediate help Slow Initial Response |
We don't have many problems with Freshdesk. The cost of premium support isn't warranted.
I had asked if it could do XYZ. They tried to get it work and it wouldn't, but they added it as a suggested feature for future releases. It is now implemented into FreshDesk.
Using Freshdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Technical support not required Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Daily use
- Initial basic setup
- Changing the layout to get rid us dropdowns we don't use
Yes - Works very well.
Freshdesk Reliability
Integrating Freshdesk
- n/a
- n/a
- n/a
We have not integrated it with any other programs.
We have no plans to integrate it with other software.
Relationship with Freshworks Inc
None. We signed up via the website.
Upgrading Freshdesk
Yes - We would like some of the features in the next tier.
Comments
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