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Excellent Ticket Support System
What do you like best about the product?
Ability to track tickets and assign them to the right person. Very fast and has an app available.
What do you dislike about the product?
Certain features are a bit confusing, however customer service is very fast and efficient.
What problems is the product solving and how is that benefiting you?
Centralized location for IT issues and requests.
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Process Lead
What do you like best about the product?
FD is very Intuitive, easy to use, help us drive insights, can be custom-tailored per our use, awesome product + customer service.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
What do you dislike about the product?
Since we all use Outlook email so often, we are used to the way it operates, it becomes difficult in Freshdesk to understand & read the trail mail and to keep track where the history trail started, if it operates the way Emails are done, then it would be an add-on for users.
What problems is the product solving and how is that benefiting you?
Able to capture the catgories of heavy volume of ticketst and try resolving it on the root level.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Recommendations to others considering the product:
Will definitely recommended this to anyone.
Freshdesk - the perfect solution for your small business
What do you like best about the product?
I absolutely love how all my tickets are organized into one system. Canned Responses are a great benefit for your Customer Service team. These are automatic responses that you can load in for any commonly asked question. With just a click of a button, you have the answer typed out! They have templates you can create for new tickets and replies. Having the name, greater and signature already filled out is a huge time saver.
What do you dislike about the product?
We have the Blossom account now. I wish there was a way to search for items in a specific tag. There is a search bar, but it searches for ever single ticket that has those words in them. I also wish there was a way for the name field to automatically generate the customer's name without the customer having to verify their account.
What problems is the product solving and how is that benefiting you?
Our company used Outlook before for all customer service emails. It was unorganized and made it almost impossible to follow up with customers. On Freshdesk, everything is in one spot, all replies are in one long email, you can set priorities, and you can tag tickets. Freshdesk has helped me track customer issues, customer wants and customers comments. With the tag feature, you can select all the tickets in the tag and send out the same response to each ticket without having to copy and paste emails or BCC anyone. This feature is great for new product releases, or when there is a resolution to a known issue.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
You can create rules to prioritize or tag tickets containing specific words, or from specific domains.
There are custom ticket fields that you can fill out for more information when you export tickets. Our company uses this to pull shipping issues. We have a ticket field for their order number and tracking number so there is no need to search the ticket for this information.
All Facebook and Twitter notifications go to Freshdesk as well. This helps keep all of our customer inquires together in one space.
I previously talked about Canned Responses. These are an absolute life saver. We used OneNote (which is also amazing), but with Canned Responses you don't have to open a ton of different systems to get your answer. You can have different folders which helps keep all the responses organized. For instance, we have a folder called "Delivery Inquiry" and in that folder we have all the common responses for any question asked about their delivery. Once you click "Reply", you can add any Canned Response and send the ticket away!
100 emails on Outlook used to take me 5 hours to complete. With Freshdesk, my time has gone down to 1 1/2 hours.
Recommendations to others considering the product:
I love Freshdesk because they work well for small businesses. We get about 50 tickets a day and Freshdesk is the perfect tool to keep them organized. We started with their free version and slowly realized it was worth it to upgrade to the Blossom account. They have monthly payment options, if you are still unsure. Or you can sign a contract and do longer contracts to save money!
I love this product and what it does for us!
What do you like best about the product?
The visibility on everything and the customization.
What do you dislike about the product?
I do wish you could customize the default settings a bit more.
What problems is the product solving and how is that benefiting you?
Visibility on the volume of work items, turnaround time-frames and customer satisfaction. Now, with Freshdesk, I have complete visibility and control on the work my team does.
Excellent product and great support
What do you like best about the product?
Any interaction I have had with Freshdesk has been very positive, upbeat and informative
What do you dislike about the product?
At the moment there is nothing I dislike. If there is an issue it is addressed very quickly and we have been able to make changes to fit the system to our requirement with the help of the Freskdesk staff
What problems is the product solving and how is that benefiting you?
We run a helpdesk for our internal user of the finance system. We were operating using email, but it wasn't very efficient and we couldn't analyse the data. Since using Freshdesk we can see where most of our time is spent, what problems are constantly occurring and the volume of calls being addressed by the helpdesk staff
Recommendations to others considering the product:
The ticketing system did take some time to implement but that was due to the fact that we took the time to change our processes and ensure the ticketing system was set up to meet our requirements. Overall, it is an excellent product and the support staff are extremely helpful and efficient
Happy Supporting Anyone?
What do you like best about the product?
FreshDesk is the best helpdek solution out there, by far in regards to customization, easy to use and ofcourse low cost, (you can also have a free version with less features than the paid one),what i like the most about freshdesk is that they seem to liste what their users needs are and implement upgrades to their solution to make it better and better every day!
What do you dislike about the product?
Actually nothing, FreshDesk applies to many kind of business that is hard to say that "I dislike something about it", maybe the Email configuration for custom mail servers should be easier to configure and add a couple of videos about it on the youtube channel would be nice.
What problems is the product solving and how is that benefiting you?
Keeping track of resources worklooad, pront attemption to customers, and providing solutions quickly.
Recommendations to others considering the product:
If you are considering, you should not look more, prices are a bargain for all the work that freshdesk does for you!
Helpful and understanding
What do you like best about the product?
Very quick response and live chat is super helpful. The team dealt with my request in a friendly but positive way.
What do you dislike about the product?
Sometimes counterintuitive but the support team help work out whats needed.
What problems is the product solving and how is that benefiting you?
General set up issues and tailoring it to my business needs
Recommendations to others considering the product:
Get the free level and test it out, then upscale as and when needed. Also, use the solutions and create some how-to guides for your clients to see there (you can create general ones and ones that only specific people can see).
V.P of Administration
What do you like best about the product?
The customer portal is what we enjoy most.
What do you dislike about the product?
Not being able to import tickets from another system.
What problems is the product solving and how is that benefiting you?
Customer Portal was a problem for us. Having customer self service is a benefit we have realized.
Excellent product - so flexible - hands down better than Zendesk
What do you like best about the product?
The flexibility of all areas of Freshdesk. Every area is so customisable and offers integration into many apps such as SMS alerts, email marketing and data migration which really help bed Freshdesk into a company.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
What do you dislike about the product?
With technical issues, it can sometimes take a while to make the issue understood with the Customer Support team but they are very keen to help and always see a query through to its resolution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to support customers in four territories, it is easy to do this and to pass calls or tickets back and forth across those teams.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
Recommendations to others considering the product:
Definitely give Freshdesk a go - there are free plans that you can start off with and when you move to a paid plan, it is on a rolling monthly contract with no long term commintment.
First impressions from a new subscriber
What do you like best about the product?
We just moved from other ticketing system to Freshdesk. The changed from my point of view is dramatic!
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
For example,
1. The way that one contact can be share / add into to multiple companies.
2. The way when you have time split between statuses.
3. Simplify work procedures ( Canned responses)
What do you dislike about the product?
1. You cannot crate a group of contact based on a company.
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
2. The support in Hebrew language could be better (Right to left direction, Customer portal)
3. Integration with 3rd party software like SQL - I need to import the data on daily basis
What problems is the product solving and how is that benefiting you?
Just simplify the way we work, it is more intuitive.
Give more option to our customers to engage with support team.
Give more option to our customers to engage with support team.
Recommendations to others considering the product:
Good competitive to Zendesk!!
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