Freshdesk Pros and Cons

Freshdesk Pros

SW
reviewer1580043
Director of IT at a wholesaler/distributor with 51-200 employees
Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system.
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MZ
MilafZaid
Customer Service Manager at HOI
The organization that is possible with other departments is the solution's most valuable aspect.
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Freshdesk Cons

SW
reviewer1580043
Director of IT at a wholesaler/distributor with 51-200 employees
We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice.
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MZ
MilafZaid
Customer Service Manager at HOI
Technical support is not the best. It could be much, much better and offer better support to users.
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