Item: Freshdesk
Rating: 10
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use it across several departments in our organization. It allows us to track issues and build a database with solutions to most problems. For the most common issues it allows us to provide canned responses back to the user. I personally like the Notes section in tickets because I can see what the previous tech has completed or had issues with.

Pros and Cons

Pros

Excellent knowledge base
Timeline
Assigning tickets techs
Freshdesk support is great for things I struggle with

Cons

I only have difficulty with creating rules, I know this is user error
I only have difficulty with creating rules

Return on Investment

Negative: I no longer have access to all my tenants in the lower left portion of screen
Positive: no more keeping track of sticky notes or trying not to forget to help someone
Positive: easy transfer to a different tech as long as tech are entering detailed notes

Implementation Rating

We had a few issues with domain and email configurations but they were easy to resolve.

Customer Satisfaction

We have not tried omnichannel feature

Alternatives Considered

Trackit

Track it was too complicated to maintain.

Key Insights

Do you think Freshdesk delivers good value for the price?

Not sure

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

Likelihood to Recommend

The ability to track all issues down to who my problematic users are. It’s great to see how long it takes a tech to resolve an issue. We don’t use currently use all the features in Freshdesk, but are slowly exploring it's full potential. Customer support has been great with resolving issues on the first call.

Freshdesk Feature Ratings

Comments

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