Item: Freshdesk
Rating: 8
Author: Luiz Eduardo Garcia

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk as a ticketing solution, in order to organize and distribute all requests from our employees that are sended to my team through an e-mail address. Most of this requests are for IT support (software installation and/or update, new replacement equipaments, hardware issues, etc.), Security issues and facilities demands, and it is very easy to scalate those demands for the ones who will attend then.

Pros and Cons

Pros

Transform a new e-mail into a new ticket
Scalation for the agent who will work on it
Automations based on certain scenarios
API and webhook integrations, such as Teams or Slack notifications
Ticketing reports to measure KPI's and OKR's of the team

Cons

A kind of supervisor exclusive access
Split a ticket for more of one agent to work on a request
Shortcuts from text inputs in response field or notes
Hability for auto merge duplicated e-mails

Return on Investment

Hability to create new tickets from several ways, such as direct from Slack, or e-mail
Easy to manage the open tickets
Data rich reports
Negative: very expensive current cost

Implementation Rating

The implementation of Freshdesk is very simple, and fast. Basicly, is just setup the e-mail address that will receive the solicitations, create some groups, add the agents, and it's ready to use. It's not necessary to set SLA levels or anything else in order to simple receive and anwser demands. Also, the tagging maner is very simple and easy way to categorizes the tickets, for further analisys.

Customer Satisfaction

Our employees does not have the culture to register it's needs through the customer portal, wich is a bad habit. They are used to simple send an e-mail que wait for the solution - wich most of times is and execution of one the agents. Even so, the IA powered is not so accured yet. Some searches does not return with a proper solution.

Alternatives Considered

Zammad, TOPdesk and Pipedrive

As saied before, Freshdesk is very simple to use. It is very agile to our needs and uses, based on the requests are made from our employees only. So, everything they demand, is a well know task or activity in our duties. Zammad does it very well, but needs an on premises installation; TOPdesk is an ITIL based, so it takes more information to simple respond some solicitation; Pipedrive is not a ticket solution, but we tried it and do not fit for us.

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

Other Software Used

Zammad, TOPdesk, Spiceworks Help Desk

Likelihood to Recommend

Freshdesk is well suited for the need of organize and transform and e-mail into a ticket, manage and distribute work load throug the teams and agents, fast response with knolage base links, self service portal, create specific demands through specific forms.
In other hand, Freshdesk is less apropriated for need such as time tracking, growing teams without budget for the paied version (free is limited to 2 agents only), scalation with sub (or child) tickets.

Freshdesk Feature Ratings

Comments

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Freshdesk is a good choice for a ticketing solution

Software Version