Best starter helpdesk service system and extremely impressive with the cost of FREE!
July 15, 2023
Best starter helpdesk service system and extremely impressive with the cost of FREE!
Score 9 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
We used FreshDesk (free) as a way to launch our IT helpdesk ticketing system. This enabled all of our corporate users to submit tickets as they needed help with anything IT-related.
- Tracks incoming tickets for submittal and closure times
- Enables a whole lot of features in the free build
- Enables a single point for our end-user community to submit issues to our IT team
- I think that we could have tested/used the SLA features that are not included in the free version to give us a good feel for what we need.
- Tagging tickets were free-form. Therefore, too many "similar" tags were being created. If you could have a designated "tag creator" or restrict the tags to a drop-down list, this would help us with future ticket searches.
- We could not create child tickets, or create a multi-ticket incidents into a "problem ticket".
- Faster resolution times as we were able to engage a team of IT staff, versus relying on a single person to take care of an issue via emails.
The canned responses allowed for us to respond to the customer requests faster and provided streamlines ways to give accurate information to the end-user. Customers are now using the system to get their IT tickets resolved faster, as they are seeing the responsiveness and resolutions come 10x faster.
We ultimately migrated to Freshservice because it was able to offer some of the things that FreshDesk didn't have out of the box, such as SLAs and reports.
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