Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Excellent application, fast, reliable, flexible and affordable
What do you like best about the product?
This application offers everything a Helpdesk needs, and plus. The major strengths are the multilingual aspect of the client portal (we are an international business), the knowledge base, the SLAs and business hours management, and the numerous possibilities for branding and customization.
What do you dislike about the product?
Although very responsive with their support when there is a serious issue, it can take a long time before some issues are addressed when they are not critical. I realize we all want features and vendors cannot satisfy everyone, but we wish we could have the equivalent of the Freshdesk Jira interface but for TFS. One of the problems of software development support is escalation to Development and synchronizing the helpdesk with the application used by the developers.
What problems is the product solving and how is that benefiting you?
We solve installation, configuration, integration of software products that we develop. The benefits for us is tracking all of our customers issues and needs, communicate with them via our forums, offer self help through the knowledge base, ensure we respect SLAs, support different business hours, serve customers in their language, monitor the Helpdesk activities via a comprehensive Dashboard, generate list of tickets, reports, and much more.
Recommendations to others considering the product:
Be a good consumer and take a look at what is available on the market; make sure you base your decision on what is currently offered by any vendor rather than what they promise they will "soon" offer. As far as we are concerned, going with Freshdesk was the right move and chances are we would make the same choice again, although we have not probed the market lately.
- Leave a Comment |
- Mark review as helpful
Sleek, and smooth ticketing environment, good support
What do you like best about the product?
The look and feel of the GUI is nice. It takes some getting used to but once you get comfortable it's pretty great to use.
What do you dislike about the product?
There's some strange limitations with things like ticket merging, and we've got an ongoing issue with duplicate tickets being created for the same issues, but other than that I'm liking it.
What problems is the product solving and how is that benefiting you?
We've been able to better track our ticketing. There are still some features we're figuring out how to use, but what we have so far seems good.
Recommendations to others considering the product:
If you're looking for something with a nice UI and powerful tools for tracking and organizing tickets. Do take the time for your team members to familiarize themselves with all the features.
Most amazing support ever!
What do you like best about the product?
Listen to my problems & don't dismiss me
What do you dislike about the product?
Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.
What problems is the product solving and how is that benefiting you?
We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.
Recommendations to others considering the product:
They listen - so speak up if something isn't working right or you need help setting things up. They are awesome!
Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
Ottimo supporto
What do you like best about the product?
La semplicità della configurazione e immediatezza
What do you dislike about the product?
Che non tutte le parti e supporti siano in italiano
What problems is the product solving and how is that benefiting you?
Lo utilizziamo per il customer care
Short and very helpful
What do you like best about the product?
The fact fact that my problem was fixed very fast.
What do you dislike about the product?
Spam emails after contacting the help desk.
What problems is the product solving and how is that benefiting you?
social media and website complaint answering and analysis.
New department start up - supported by Freshdesk
What do you like best about the product?
Throughout the system selection stage of our Customer Hub start up, Freshdesk kept good contact, were incredibly informative during questioning about the service and what we could get from it and most of all had a can do attitude to supporting the requirements of my business.
What do you dislike about the product?
I am not able to add additional templates that mirror the initial ticket template but are specific to a different business area e.g. drop-down options that relate to tickets of a certain nature. You can only have one ticket creation option.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to centralise our customer support functions and to also increase our ability to support sales and recruitment. Freshdesk has allowed us to create channels to do this and the reporting function is key to us measuring our growth.
Recommendations to others considering the product:
API Development with existing systems is possible but more technical than just developing webhooks or using a bridge system like Zapair.
It's intuitive, stable, and efficient.
What do you like best about the product?
The overall usage of the ticketing system, and being able to receive tickets via email.
What do you dislike about the product?
The pricing model. If you move up to the next tier, you get charged per Agent per month. Also, the reporting is lacking. I wish there was an easier way for me to report on the tickets
What problems is the product solving and how is that benefiting you?
We're able to provide support to our clients anywhere in the world by using a system that is easily accessible by our clients.
Quick resolution is always appreciated!
What do you like best about the product?
The support team is always courteous and responsive. They seem quick to tackle even the most difficult problems. They are responsive in that they let you know of any progress or delays, so you're not left out in the cold.
What do you dislike about the product?
So far I have not had a bad experience. Nice work guys!
What problems is the product solving and how is that benefiting you?
We provide our customers with prompt support service using a complicated software engineering program. FreshDesk helps us to keep our customers satisfied.
Recommendations to others considering the product:
Ease of use and setup. Certainly worth your effort to evaluate.
Happy Customer
What do you like best about the product?
Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.
What do you dislike about the product?
A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.
What problems is the product solving and how is that benefiting you?
More efficient Helpdesk over our previous system. Very happy.
showing 2,771 - 2,780