Item: Freshdesk
Rating: 8
Author: Verified User

Overall Satisfaction with Freshdesk

Use Cases and Deployment Scope

We use Freshdesk so that clients can email in for any issues they have with the platforms we manage, so we can quickly and easily get back to them. We also use the rules to make sure multiple eyes are on it, in case someone is out of the office.

Pros and Cons

Pros

Email ticketing.
Call ticketing.
Rules

Cons

AI
Knowing when to open a new ticket instead of reopening an old one.
UI

Return on Investment

Faster resolution times.
More hands able to view at all times.
Single source for clients.

Implementation Rating

I was not part of the implementation.

Customer Satisfaction

We do not use Freshdesk's AI.

Alternatives Considered

Atlassian Jira

We actually use both JIRA and Freshdesk, and Freshdesk has been a great tool for our clients and our internal users to have visibility over both the big picture and the individual issues at play.

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?

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

Other Software Used

Atlassian Jira, Litmos, Microsoft Teams

Likelihood to Recommend

We use it as a help desk, and have found that extremely helpful. The more you put into it, the more you get out of it, and our clients also like that we can have a centralized point for all support to come from, rather than having to remember who does what for their account.

Freshdesk Feature Ratings

Comments

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Great for managing clients in one place.

Software Version