What are the best aspects of this product?
Ease of use and customer support. Given the product is not as functional as some of the bigger apps it makes it easier to use too.
What aspects are problematic or could work better?
They is all or nothing plans. When you convert from USD to local currency this is still expensive when we must pay all or nothing for all agents. Freshdesk offers a guest id for occasional users which is nice as we have some agents who only log in a few times a month and others everyday.
The apps seem less supported than other applications.
What specific problems in your company were solved by this product?
We are looking to replace our internal helpdesk system which resides on our own servers.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
What is your company size?
What is your industry?
Did your company use a different software before this one?
What software did you use before?
Freshdesk, Zendesk, RSTickets Pro
Why did you decide to change it?
RSTickets Pro is costly to maintain as it is on our own servers.
Freshdesk because as an education company we cannot afford to spend so much money on the agents each month.
Are you satisfied with the change?
Too early to tell to be honest.
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
What is the primary use of this product in your company?
What was the cost of implementing this product?
What is your total annual cost for using this product?
We have not budgeted yet.
How long is your contract with the vendor?
Did you get any discount for this product? How much?