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Anyone used Freshdesk?

Discussion in 'Servers and Enterprise Solutions' started by bigdunc, 9 Jun 2021.

  1. bigdunc

    Hitman

    Joined: 30 May 2004

    Posts: 636

    Location: Uk

    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
     
  2. #Chri5#

    Soldato

    Joined: 27 Feb 2003

    Posts: 7,001

    Location: Shropshire

    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/
     
  3. Caged

    Capodecina

    Joined: 18 Oct 2002

    Posts: 24,282

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

    Hitman

    Joined: 30 May 2004

    Posts: 636

    Location: Uk

    Cheers I'll take a look at Deskpro
     
  5. bigdunc

    Hitman

    Joined: 30 May 2004

    Posts: 636

    Location: Uk

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

    Gangster

    Joined: 10 Jul 2012

    Posts: 173

    Location: Surrey

    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.
     
  7. Rob200sx

    Hitman

    Joined: 12 Feb 2003

    Posts: 957

    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.