Satisfied User
July 04, 2025
Satisfied User
Score 8 out of 10
Vetted Review
Verified User
Software Version
Estate
Overall Satisfaction with Freshdesk
As a enterprise-wide trouble-ticketing system for our IT organization. We have IT teams at dozens of locations, on 4 continents. Having a unified ticketing system to track activity, escalations, etc., allows us to provide world-class service to internal and external customers.
Pros
- Provides the ability to distribute and organize tickets, so that tickets usually get to the right team/person immediately. The workflows are also easy to set up.
- Good reporting/metrics tracking ability, to help make sense of the chaos
- Very flexible in allowing users to comment on, and document work performed.
Cons
- Could allow for deeper and easier integration with 3rd-party systems and apps.
- The mobile app is clumsy to use at times, and lacks an intuitive interface.
- The search filters can be cumbersome to use, and don't always work the way they should
- We have reduced initial response time approx. 40%
- We have reduced our avg. ticket resolution time by 35%
- Our internal CSAT scores have improved by almost 45%
Customer satisfaction has improved significantly with the use of Freshdesk
Freshdesk, Zendesk and ServiceNow are all excellent. Other products have good points and bad points, but, in my opinion, are clearly inferior. It really comes down to implementation and how well the ticketing system is integrated with other systems, and customized for your organizational needs.
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?
I wasn't involved with the implementation phase
Would you buy Freshdesk again?
Yes
Comments
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