Freshdesk is the Best
Updated November 21, 2024
Freshdesk is the Best
Score 10 out of 10
Vetted Review
Verified User
Software Version
Free
Overall Satisfaction with Freshdesk
We use Freshdesk for multiple departments, IT, SITE, REPRO, DISPLAY, it makes our lives easier, makes the users who submit tickets life easier. Freshdesk is the easiest helpdesk to use. Setup was a little tricky due to the nature of the establisment, Support on this was 2nd to none, absolutely fantastic, after a few weeks and many teams chats we finally implemented via azure with single sign on. Managing tickets is easy, the communication to and fro is fantastic. Users love the fact they even get an email to say that the submitted ticket has been looked at and assigned to an agent. The free version is great, you get 10 agents max and for us that's all we need, using the settings to do fields etc is easy to use and configure. I highly rate Freshdesk, I have recommended this to alot of local schools in my area.
Pros
- SSO
- Quick and Easy to submit tickets
- Communication
- Agents find it easy to use
- Customisable
- Great Support
Cons
- As a free version the reports are a little cumbersome to use, difficult to get accurate figures
- Quicker to respond to tickets
- Less time when trying to priorities jobs
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?
Yes
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
Using Freshdesk
200 - We use it daily to manage support requests from staff. The product helps us with communications, request tracking, and problem resolution. Its also has a great solutions page where we create solutions, which is then used for when a ticket comes in to tag certain words so that the solution pops up
2 - We have an IT Manager and an IT Technician, Manager keeps admin on Freshdesk and then delegates the tickets to the IT Tech and the Manager. Manager keeps an eye on the types of requests and runs reports when need to see what type of requests are coming in and how opften.
- Reliabilty
- Ease of Use
- Communication
- Tailoring fields
- Creating more than one group
- Linking keywords to solutions
- Different uses other than an IT Helpdesk, Site Helpdesk
Evaluating Freshdesk and Competitors
Yes - Microsoft Excel
- Scalability
- Ease of Use
I wont be doing it again, staying with freshdesk
Freshdesk Implementation
- Implemented in-house
Yes - 1st phase, link to Tenant
2nd Phase create a front
3rd Create training package for agent and staff adding tickets
2nd Phase create a front
3rd Create training package for agent and staff adding tickets
Change management was minimal
- Getting freshdesk to link to tenant
- Filtering
Freshdesk Support
| 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 |
N0 - Reason, cant afford it
It had to be renewed and tenants changed - Freshdesk Support sorted this in a few hours
Using Freshdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Familiar | None |
- Groups
- Fields Customization
- Reports
- Creating Agents
Yes - Not good, filtering is very hit and miss, rarely does it work
Comments
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