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Review of Freshdesk operations
What do you like best about the product?
A detailed review tool for enhancing customer support and bringing smooth experience between the customer and the organisation.
What do you dislike about the product?
There is a lot of time consuming observed while refreshing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue
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Easy to use, User Friendly and has a big impact on efficiency and productivity
What do you like best about the product?
Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests
What do you dislike about the product?
Repetitive prompt error.
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key problemsin our customer supports.It will benefit usto enhanced the worklo, saving time and helping us provide a betterexperience for our customers
My work routine took a 360 for the better.
What do you like best about the product?
The ticketing capabilities with automations and rules for auto assignment. The full behind the scenes view for employess when they are abesnt to prevent delays. reports, metrics all the things. Easy to learn and impliment into the existing structure. Customer support reponse times went down and were met in target range. Easily intergrated with our existing inventory/order entrey system. I use this platform everyday - entire work day - Total Fan here
What do you dislike about the product?
Rule overridding can be a pain but you can learn to navigate it easily after a little trial and error
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
What problems is the product solving and how is that benefiting you?
Visibitly to work load with absent employees & coworkers
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
Amazing tool for anayltics
What do you like best about the product?
Amazing tool for anayltics
Reports and all automatation without engg involvement can be done easily
Reports and all automatation without engg involvement can be done easily
What do you dislike about the product?
Nothing. No drawback. Overall happy with the tool usage.
What problems is the product solving and how is that benefiting you?
Agent productivity tracking and analytics and automations
Freshdesk help us increased 20% of our agent productivity
What do you like best about the product?
automation and analytics report that provide 360 view of our customer enagagement.
What do you dislike about the product?
Can have more feature module that can be intergrated with 3rd party app
What problems is the product solving and how is that benefiting you?
L1 engagement and automatin
Freshworks enhances ease of operations, reporting and analytics
What do you like best about the product?
Parent Child Ticketing improves tracking and collboration between teams easy
What do you dislike about the product?
Need intergration of Decision Tree/Knowledge base into Freshdesk
What problems is the product solving and how is that benefiting you?
Ease of Ticket management and exclude unwanted emails leading to improved agent productivity and response TAT
Fantastic to have freshdesk to ensure our clients are alway connected to the right agents with ease
What do you like best about the product?
The automation! We can 'set and forget' when it comes to making sure our clients are being connected with the right customer support teams each and every day. With omniroute we're able to ensure that the workloads are shared evenly across teams to reduce burnout and make sure our clients are getting responses and resolutions efficiently.
What do you dislike about the product?
Challenges we face are getting used to the analytics reporting interface rather than the previous reporting tool
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our problems of:
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
Agent productivity
Workload and capacity
Sharing across internal teams
This benefits us immensely as we need these sorted in order to properly function
We can do so much ouerselves
What do you like best about the product?
There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed.
What do you dislike about the product?
Some reports fail to retrieve correct data.
What problems is the product solving and how is that benefiting you?
All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before.
Freshdesk and Customer Satisfaction
What do you like best about the product?
Freshdesk is very user friendly and has increased our production by 41% and reduced our customer requests for statuses on orders by 17%. Freshdesk is very responsive and their production is excellent.
What do you dislike about the product?
Freshdesk could be clearer on reporting numbers but the reporting works for what we need.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us process our purchase orders and this is taking the manual work away from our team and creating a seemless automated transition for order processing for our company.
Freshdesk User Experience
What do you like best about the product?
I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
What do you dislike about the product?
It's difficult to write about anything I dislike about Freshdesk as any issues are dealt with promptly and professionally. With a usual response being within a few hours at most.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
What problems is the product solving and how is that benefiting you?
Freshdesk solves a lot of our critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments (Threads and notes). With customisable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. We can also setup rules for all of our tickets. What I also like is how we can setup rules that help with SPAM. Recently we had an influx of SPAM tickets of over 1000 and each one had elements of latin in, therefore it was easy to setup a filter with some rules to ensure these were automatically marked as SPAM.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
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