Item: Freshdesk
Rating: 9
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use it daily to manage support and procurement requests from staff and clients. The product helps us with communications, request tracking, and problem resolution. We use it both internally and externally. The automation features are also helpful for procurement and inventory management. Our team of eight use it on a daily basis.

Pros and Cons

Pros

keeping track of communication
enabling management of a high number of requests / tickets
automation

Cons

The GUI could be improved - the information in the list view and columns dont "jump out" for you like they do with other products such as Jitbit
The canned responses needs to be improved for reliability and ease of use - too many clicks.
More integration with Teams and M365

Return on Investment

definitely faster resolution times with respect to problem resolution
has made procurement much easier by allowing automation and tracking
communication with clients improved and simplified

Implementation Rating

Allows me and my colleagues to be more productive by keeping all details related to support requests in one place.

Customer Satisfaction

I think it has enhanced customer satisfaction vis-à-vis our improved response rate and time and simplification of communication.

Alternatives Considered

JitBit Help Desk

Freshdesk has better tracking of communications with clients / customers

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

Microsoft 365, Adobe Acrobat, Microsoft Teams

Likelihood to Recommend

Great for communications with clients and request tracking and management. Not as easy to use as it could be - the GUI information doesn't jump out at you. The filtering is very limited and needs to be improved.

Freshdesk Feature Ratings

Using Freshdesk

Users and Roles

8 - The business functions are pretty much limited to IT administration and support primarily, but to a lesser extent IT secretarial

Support Headcount Required

4 - IT administrators and one IT director who have skills in many facets of IT, but also workflow and automation

Business Processes Supported

tracking support requests
tracking small projects
tracking inventory requests

Innovative Uses

to automate purchasing requests
to help automate tracking purchasing request and inventory

Future Planned Uses

project management
collaboration internally and with IT clients

Likelihood to Renew

We find Freshdesk very useful and helpful but at the same time we are always looking for ways to improve our work and processes

Evaluating Freshdesk and Competitors

Products Replaced

Yes - Jitbit
More features especially automation in Freshdesk

Key Differentiators

Scalability
Integration with Other Systems
Ease of Use

Ease of use for all of the users in the IT department

Evaluation Lessons Learned

consider our current needs which may have evolved and changed since the previous selection

Freshdesk Implementation

Implementation Details / Implementation Partner

Implemented in-house

integration with Sharepoint
automation and workflow setup

Freshdesk Support

Support Rating

I've only very rarely used Support but it was good

Freshdesk Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Using Freshdesk

Usability

Its very good to excellent. Only major gripe is the Threads feature which is cumbersome due to its design - hard to reply with such a small window to type in.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None