Freshdesk Internal Ticket System
April 09, 2023
Freshdesk Internal Ticket System
Score 9 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
We use it daily for all issues/requests related to IT in our company. We offer all of our employees access to the portal as well as email to create tickets based on various issues they are experiencing. As well as any requests to current systems/practices. Tickets come in and are assigned to specific technicians based on which system the user is reaching out to us for. We implement specific resolution time frames and escalation rules based on severity and ticket open length.
- Handles ticket creation/notification very quickly.
- The mobile app is really well done.
- The reports, that we use, are very easy to work with.
- If anything, don't make everything locked down. There are certain OOB items that cannot be modified. But again, that doesn't affect/bother us at all.
- It has greatly increased the speed at which we resolve tickets.
- It has provided a higher detail of information in reports for management.
We do not use Freshdesk outside of internal use.
The ticket system from Freshdesk was a breath of fresh air for us compared to Spiceworks. Freshdesk has yet to crash or stop responding (Spiceworks was on-prem and we had to re-install many times.) The reports were also far more informational to our management than Spiceworks.
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