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The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
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Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
Freshdesk to improve Customer Service
What do you like best about the product?
Ease of use, intuitive tool, Customer Support
What do you dislike about the product?
lack of Italian support
sometimes support articles are out of date
sometimes support articles are out of date
What problems is the product solving and how is that benefiting you?
management of ticket processing through automatic assignment
Okay on a small scale
What do you like best about the product?
The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks.
What do you dislike about the product?
After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup.
Sehr zu empfehlen
What do you like best about the product?
Wir nutzen FreshDesk seit Jahren als unser Support-Portal und sind insgesamt sehr zufrieden. Das Tool überzeugt durch seine intuitive Bedienbarkeit, wodurch es sowohl für unser Team als auch für unsere Kunden leicht zugänglich ist. Besonders hilfreich ist die von uns erstellte Wissensdatenbank, die vielen Kunden schon im Vorfeld Antworten auf häufige Fragen liefert.
Die Automatisierungsfunktionen von FreshDesk erleichtern uns die Durchführung standardisierter Prozesse und tragen dazu bei, die Effizienz unserer Abläufe zu steigern. Dank vorgefertigter Antworten können Anfragen schneller bearbeitet werden, was den Support-Prozess weiter optimiert.
Als Kunde von FreshDesk fühlen wir uns gut betreut. Bei Problemen erhalten wir kompetente Beratung, was unser Vertrauen in das Tool stärkt.
We have been using FreshDesk as our support portal for years, and we are very satisfied with it. The tool is intuitive to use, making it easily accessible for both our team and our customers. One of the key benefits is the knowledge base we created, which helps customers find answers to common questions in advance.
FreshDesk’s automation features streamline our standardized processes and significantly enhance our operational efficiency. Predefined responses also allow us to handle requests more quickly, improving the overall support experience.
As FreshDesk customers, we feel well-supported. Whenever issues arise, we receive professional advice, which reinforces our trust in the tool.
Die Automatisierungsfunktionen von FreshDesk erleichtern uns die Durchführung standardisierter Prozesse und tragen dazu bei, die Effizienz unserer Abläufe zu steigern. Dank vorgefertigter Antworten können Anfragen schneller bearbeitet werden, was den Support-Prozess weiter optimiert.
Als Kunde von FreshDesk fühlen wir uns gut betreut. Bei Problemen erhalten wir kompetente Beratung, was unser Vertrauen in das Tool stärkt.
We have been using FreshDesk as our support portal for years, and we are very satisfied with it. The tool is intuitive to use, making it easily accessible for both our team and our customers. One of the key benefits is the knowledge base we created, which helps customers find answers to common questions in advance.
FreshDesk’s automation features streamline our standardized processes and significantly enhance our operational efficiency. Predefined responses also allow us to handle requests more quickly, improving the overall support experience.
As FreshDesk customers, we feel well-supported. Whenever issues arise, we receive professional advice, which reinforces our trust in the tool.
What do you dislike about the product?
Obwohl wir insgesamt zufrieden sind, gibt es einen Punkt, den wir als verbesserungswürdig ansehen. Die Bearbeitungszeit meiner Beschwerde war etwas länger als erwartet. Das Problem musste von den Entwicklern gelöst werden, daher ist es schwer einzuschätzen, ob der Aufwand gerechtfertigt war. Dennoch wäre eine etwas schnellere Abwicklung wünschenswert gewesen.
Although we are generally satisfied, there is one area we see room for improvement. The handling time for my complaint was longer than expected. Since the issue had to be resolved by the developers, it's difficult to gauge whether the effort was justified. However, a slightly faster resolution would have been appreciated.
Although we are generally satisfied, there is one area we see room for improvement. The handling time for my complaint was longer than expected. Since the issue had to be resolved by the developers, it's difficult to gauge whether the effort was justified. However, a slightly faster resolution would have been appreciated.
What problems is the product solving and how is that benefiting you?
Freshdesk hilft uns bei der effizienten Verwaltung der Kundenkommunikation, indem alle Supportanfragen auf einer Plattform zentralisiert werden. Es rationalisiert die Bearbeitung von Tickets und ermöglicht es uns, Probleme effektiver zu verfolgen und zu priorisieren. Mit Automatisierungstools wie Antwortvorlagen und Workflows können wir häufige Anfragen schnell bearbeiten und haben so mehr Zeit für komplexere Probleme. Darüber hinaus reduziert die Wissensdatenbank das Volumen der eingehenden Tickets, indem sie den Kunden Selbstbedienungsoptionen bietet. Dies führt zu schnelleren Reaktionszeiten, höherer Kundenzufriedenheit und einem besser organisierten Supportprozess.
Freshdesk helps us efficiently manage customer communications by centralizing all support inquiries in one platform. It streamlines ticket handling, enabling us to track and prioritize issues more effectively. With automation tools, such as canned responses and workflows, we can quickly address common requests, freeing up time for more complex issues. Additionally, the knowledge base reduces the volume of incoming tickets by providing customers with self-service options. This results in faster response times, improved customer satisfaction, and a more organized support process.
Freshdesk helps us efficiently manage customer communications by centralizing all support inquiries in one platform. It streamlines ticket handling, enabling us to track and prioritize issues more effectively. With automation tools, such as canned responses and workflows, we can quickly address common requests, freeing up time for more complex issues. Additionally, the knowledge base reduces the volume of incoming tickets by providing customers with self-service options. This results in faster response times, improved customer satisfaction, and a more organized support process.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Freshdesk as a service desk tool
What do you like best about the product?
Ticket handling is very intuitive and flexible
What do you dislike about the product?
Custom objects are not goood as they should be
What problems is the product solving and how is that benefiting you?
We have very active help desk and we handle tickets through freshdesk
Moving to Freshdesk - it’s been a great upgrade for our team
What do you like best about the product?
Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team.
What do you dislike about the product?
So far I am satisfied, I received an answer to the gaps I had
What problems is the product solving and how is that benefiting you?
It’s convenient to design the support tickets in a way that helps analyze common issues in the future.
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Flexible scalable affordable CRM
What do you like best about the product?
Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful.
What do you dislike about the product?
There are some limits to applying rules under some circumstances but there are work arounds.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
What problems is the product solving and how is that benefiting you?
We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency.
Best CRM so far I have used, Truly appreciable.
What do you like best about the product?
It is very customizable platform where I can showcase all my business needs and I used to get all the analytics to analyze my team performance. The ease of implemention of new settings and use the automation.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
What do you dislike about the product?
No major backlash to mention it is very easy to use
What problems is the product solving and how is that benefiting you?
I can get my team performance through Analytics
Customer Satisfaction is must when you are running a business with the customers.
Customer Satisfaction is must when you are running a business with the customers.
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