Freshdesk is the best ticketing software I have ever used, Hands Down!
Overall Satisfaction with Freshdesk
We use Freshdesk for our entire school district, we give students and staff the ability to enter support tickets or create a chat for their technology issues.
Pros
- Freshdesk’s automation features are amazing, we have specific dispatch rules set to automatically assign tickets to an agent based on the category selected for the ticket
- We utilize the customer satisfaction portion of Freshdesk to see how well our agents are presenting solutions to our students and staff
- The interface and design of Freshdesk is easy to use and gives us tons of information to work with
- I utilize Freshdesk's API with our metrics dashboard to show how many tickets each agent has
Cons
- The API documentation could be a little better. I had some trouble at first utilizing the API the way I wanted to
- Some of the interface areas could be a bit more detailed. Some of our less tech savvy employees have trouble finding features if they are not labeled.
- I've had some trouble in the past with some third party integrations.
- Freshdesk has given our technology department a whole new life when it comes to being about to support our customers, we are able to communicate much more effeciently on each ticket.
- Our customers are more happy with the details they receive compared to our previous ticketing systems and they love rating their interactions.
- Overall switching to Freshdesk has been one of the best decisions our department has ever made.
We used Spiceworks before Freshdesk because it was free, and we had nothing but trouble out of it. I couldn’t do all the automations I wanted to do, customers found it difficult to use, and the interface was terrible. Since switching to Freshdesk all of those areas are improved and more!
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