The Ultimate Information Technology Ticketing Platform
March 31, 2023

The Ultimate Information Technology Ticketing Platform

Matthew Poulton | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Garden

Overall Satisfaction with Freshdesk

We use Freshdesk for our ticketing platform for all Information Technology issues and for general maintenance tickets for our building/manufacturing plant maintenance department. All issues relating to computers, networks, robotics and general maintenance are reported using Freshdesk.

Pros

  • Notifications on Pending and Overdue Tickets.
  • Asset Management
  • Onboarding and Offboarding Features

Cons

  • Pricing Tiers Are a little Confusing
  • Reduced downtime for Information Technology issues.
  • Better asset management, saving the company money
  • Faster Onboarding for HR & IT departments.
The staff at Freshdesk are super friendly and knowledgeable. I've implemented Freshdesk at two previous companies and each implementation was seamless. Training users on how to use the ticketing system and resolving issues with integrating into our network environment was easy and fast.
The automations in Freshdesk are pretty nice and useful. The system will suggest canned answers for certain tickets depending on their context.
Compared to other products on the market (Xendesk for example) I feel Freshdesk is more straightforward and provides all the features that the competition offers in an easier to use platform. The ability to add additional services and features make Freshdesk the strongest product in this market category.

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 is well suited for small, meduim and large IT departments from my experience. I've implemented Freshdesk at two companies in the past, one with over 2500 employees. The ticketing system is easy to use and friendly to the users. There are plenty of options on how to set it up per company. Optional features like asset management and HR functionality like onboarding and offboarding make it the perfect solution for a variety of scenarios.
The option to customize a portal for users to submit tickets is also nice. Freshdesk also has a pretty impressive API which can be used to write custom applications that utilize our Freshdesk subscription.

Freshdesk Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
9
Ticket creation and submission
10
Ticket response
9
Self Help Community
9.5
External knowledge base
9
Internal knowledge base
10
Multi-Channel Help
9.6
Customer portal
10
IVR
10
Social integration
8
Email support
10
Help Desk CRM integration
10

Using Freshdesk

300 - Human resources, information technology, engineering, office staff, accounting.
3 - Basic information technology skills for the most part. We also have our building maintenance department supporting the Freshdesk system, by taking care of any maintenance tickets submitted.

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