Brendan Ó Ceallaigh
Independent IT Support Consultant · 1-10
1 review written · 5.0 average
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Reviews by Brendan Ó Ceallaigh
★★★★★
My old help desk tool was fine until it wasn't. The ticketing worked, but the automation rules were brittle, the reporting felt bolted on as an afterthought, and every time I needed to do something slightly outside the ordinary, I was digging through a support article written in 2019. After about three years with it, I finally had enough and made the move to Freshdesk roughly twelve months ago. I was braced for a painful migration. It wasn't.
The difference that hit me first was the automation builder. What took me forty-five minutes to set up in my previous tool, I had running in Freshdesk in under ten. The SLA management is genuinely useful rather than cosmetic, and the canned responses feature is so much more flexible than what I had before. As a solo operator, I'm not drowning in tickets, but I still want every one handled properly, and Freshdesk's triage tools make that easy without needing a whole team behind them. The reporting dashboard is clean, gives me what I actually need, and doesn't require me to export everything to a spreadsheet first.
The one area where my old tool had a slight edge was email threading. Occasionally Freshdesk creates a new ticket when it should be appending to an existing conversation. It's not frequent, but when it happens, it's annoying to sort out manually. Customer support, though, has been excellent whenever I've needed them, which hasn't been often. For a freelancer who needs help desk software that actually does the work without getting in the way, this is the one I'd point people toward.
