Anyone used Freshdesk?

bigdunc · 9 Jun 2021 at 10:27

We are looking to implement a new customer ticketing/billing system and we have been recommended Freshdesk. Just wondering if anyone here has used it before or if there are any other recommendations that I should be looking at

Cheers

#Chri5# · 9 Jun 2021 at 11:03

I implemented DeskPro at my previous job - that was excellent for us so perhaps worth a look. I should note I change jobs about 3 years ago, so not up to date on it but a quick look at the website shows it still looks good:

https://www.deskpro.com/

Caged · 9 Jun 2021 at 12:24

No complaints about Freshdesk, they give you SSO without wanting you to buy an enterprise plan so they're a winner in my books.

bigdunc · 9 Jun 2021 at 17:10

#Chri5# said:
I implemented DeskPro at my previous job - that was excellent for us so perhaps worth a look. I should note I change jobs about 3 years ago, so not up to date on it but a quick look at the website shows it still looks good:

https://www.deskpro.com/

Cheers I'll take a look at Deskpro

bigdunc · 9 Jun 2021 at 17:11

Caged said:
No complaints about Freshdesk, they give you SSO without wanting you to buy an enterprise plan so they're a winner in my books.

Good to know. Will speak to them and talk about pricing and see about getting a demo. Cheers

LFletcher · 10 Jun 2021 at 16:57

Used it at the last place I worked.
I have used lots of ticket systems over the years and it's definitely closer to the top of the list than the bottom.

Rob200sx · 16 Jun 2021 at 21:45

We’re using Freshservice. My opinion, it’s way less clunky than say Remedyforce (RF). For that it gets my vote.

I have my own issues with it due to the api limitations though ( you can raise a service request via the api but you can’t close one for example) and lack of other reporting functionality. There are also challenges integrating with Salesforce as they handle the authentication tokens totally differently.

As just a ticketing system though it suffices, I do prefer it over RF. In the end I use it’s data export api (you have two ways to access an api, the data export is better) and plug power bi into that for the reporting and then write my own measures.