Item: Freshdesk
Rating: 10
Author: Cristopher Adair Uribe Enríquez

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use the Freshdesk platform in our recruiting as a tool to manage candidates; applications go down as tickets, and we follow up on them. We don't really have problems with Freshdesk only when we have to pull some report as I consider that the tool is not sufficiently adapted as ATS as that is not its main function.

Pros and Cons

Pros

Applicant tracking system
Efficient candidate contacting
Assignment of candidates to recruiters

Cons

Agent efficiency report
Follow-up of the candidate from the time they apply until they are hired
Options for identifying candidate application sources

Return on Investment

It is cheaper than other ATS
Manage tickets so that we can have fewer resources as certain processes are automated
We are managing to contact candidates in less than 24 hours

Implementation Rating

I consider that the platform is very easy to use and therefore its management is fast; the candidates fall as tickets and quickly can be assigned to a recruiter and this is reflected in the response times and service we provide as an employer company; likewise within the platform it is easy to adapt options and rules that facilitate the management and processing of applications.

Customer Satisfaction

Within Freshdesk we have not used AI, I'm not sure if our plan includes it but that doesn't take away from the fact that we have been working on improving service times for our candidates. The tool has supported us to achieve this, I think that something that could help us is the automatic ticket assignment.

Key Insights

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

Other Software Used

SAP SuccessFactors HCM, Talkpush

Likelihood to Recommend

We adapted Freshdesk as an applicant tracking system and it has really been very practical, this happened due to a budget limitation we had at a certain moment and we have really seen that its use is functional, however I consider that, not being a tool focused on that, it can have certain gaps in the download of information.

Freshdesk Feature Ratings

Comments

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Freshdesk as a ATS

Software Version