Your friendly support platform
Updated July 21, 2023
Your friendly support platform
Score 8 out of 10
Vetted Review
Verified User
Software Version
Other
Overall Satisfaction with Freshdesk
Freshdesk is the primary way for employees and collaborators to raise their questions, provide feedback, and of course ask for support. I't very easy to use and end users like it for this reason. You can create templates that allow for a sort of a guided if not hand-held ticket creation.
- Intuitive to use for end users!
- Allows for the creation of structured templates that unfold depending on the ticket type and other selections.
- There are some hard limits e.g. on the number of checkbox fields you cna add to a template.
- There is no way to create tickets on behalf of others.
- There is no way to grant another end user visibility over a specific ticket that you have created.
- Makes it easy to manage IT requests, encouraging users to resort to it rather than email, telephone, instant messaging. => benefit for the support team
Haven't used those features.
Freshdesk has less features but seems easier to set up and use. This benefits both end users and support agents.
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 Feature Ratings
Evaluating Freshdesk and Competitors
- Ease of Use
Easy and quick to set up, so we could deploy it and get up to speed in no time. From the end user's point of view, it's clear, easy and intuitive.
It really depends on the company where you want to deploy it. If it's a small, fast company such as a startup you don't want to overthink it and can safely choose FreshDesk, knowing that it'll grow with you. If you have a larger, structured company with some specific and well-defined needs, you might perform a more in-depth evaluation to make sure you're committing to the right tool.