Freshdesk: a lot of possibilities but quick to set-up!
October 03, 2024

Freshdesk: a lot of possibilities but quick to set-up!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshservice

Ticketing system and service requests at the moment but currently a phased rollout of asset management, alerts and on/offboarding. We're a company of about 400 users we support with 2 full-time IT staffers. Freshdesk has reduced our points of contact and sped up the resolution time by aggregating multiple subsystems of our helpdesk.

Pros

  • ticketing
  • collaboration
  • UX

Cons

  • Allow a reporting manager to consult the reporting feature without being an agent.
  • Allow event detection on custom ticket fields.
  • Add a documentation library with a WYSIWYG editor so internal IT procedures can be documented and stored.
  • Increased agent productivity
  • Better collaboration on issues
You can very quickly and easily setup the productivity enhancing features of Freshdesk to get the ball rolling and then steadily enable extra features. This way you free up time providing helpdesk support to your company which you can invest in project and/or change management, adding extra solutions to the solution database, setting up asset management, or creating an onboarding process.
I have only needed to contact the Freshdesk support team once because of our company using a required reseller to be able to purchase international products. This was a quick experience where our needed solution was promptly implemented. Freshdesk took the time to listen to our needs and met them.
This is the first time I've been hired to do software management so unfortunately I have no prior experience with similar systems aside from a ticket system frontend. This speaks to how easy it was to setup and roll out Freshservice since I learned most of the inner workings by navigating the backend based on my preenvisioned logical next steps.

Do you think Freshservice delivers good value for the price?

Yes

Are you happy with Freshservice's feature set?

Yes

Did Freshservice live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Freshservice go as expected?

Yes

Would you buy Freshservice again?

Yes

PDQ Deploy & Inventory, BookStack, Moodle
Most suited for medium to big companies or when your company does consulting or outsourced work.

Freshservice Feature Ratings

Incident and problem management
7.5
Organize and prioritize service tickets
8
Expert directory
Not Rated
Service restoration
Not Rated
Self-service tools
8
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
7
ITSM reports and dashboards
7
ITSM asset management
7.5
Configuration mangement
7
Asset management dashboard
8
Policy and contract enforcement
Not Rated
Change management
8.0
Change requests repository
7
Change calendar
8
Service-level management
9

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