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Easy to use with fantastic support
What do you like best about the product?
Well you'd hope that a support SAS would have great support - and Freshdesk does not disappoint.
What do you dislike about the product?
Nothing really. I guess it would be nice to natively link a solution link to an external page (without coding).
What problems is the product solving and how is that benefiting you?
Managing, delegating, tracking and measuring support easily and intuitively.
Recommendations to others considering the product:
Easy to use. Plenty of features (but they don't get in the way. Great support.
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Multi attempts at Follow-up
What do you like best about the product?
I ran into an issue late Tuesday night. My Wednesday morning there were several missed calls on my phone history from freshdesk reps. When I called back a wrap picked up his phone immediately.
Their follow-up is excellent.
Their follow-up is excellent.
What do you dislike about the product?
I wish there was someone managing the helpdesk desk more often so I don't need to leave my information to get a call back
What problems is the product solving and how is that benefiting you?
Problems integrating jira with freshdesk
Recommendations to others considering the product:
First task should be attempting to integrate everything before you settle
Effective and Efficient
What do you like best about the product?
The option for canned responses and data trends. It has many useful features.
What do you dislike about the product?
Deletes tickets after certain period, hard to keep track of customer history that way. Does not always organize tickets correctly which can waste some time searching for your oldest tickets.
What problems is the product solving and how is that benefiting you?
Customer service trends, production issues.
Recommendations to others considering the product:
Try the trial before and be sure to go through a guided tour on how to properly use.
Great Customer Service Tool
What do you like best about the product?
I like the flexibility of the software and the ability to integrate with other software.
What do you dislike about the product?
The setup/onboarding process can be challenging.
What problems is the product solving and how is that benefiting you?
We are using the helpdesk as a client service hub.
Recommendations to others considering the product:
Organize the implementation offline before you begin.
Simplified our Helpdesk experience
What do you like best about the product?
We like that our users have multiple options to submit help tickets, and that they can review their ticket history. We also like the customer satisfaction surveys.
What do you dislike about the product?
We have multiple global offices that our Help team supports. Some of the remote offices have local IT vendors with their own ticketing systems. So far, we have found no straightforward way to integrate tickets between systems without triggering multiple duplicate tickets from auto-generated replies from both systems.
What problems is the product solving and how is that benefiting you?
In the past we had no system to measure customer satisfaction, nor a way to report on the level of service our Helpdesk team provided. It was difficult to improve because we had no benchmark. Now we can measure and report on our service, be more effective with help response, continually improve our internal user experience so our users can focus on their business.
Recommendations to others considering the product:
Easy to implement, user-friendly
Great Company For Our Needs
What do you like best about the product?
The support is top of the line! The systems is easy to use and extremely affordable to any IT Team.
What do you dislike about the product?
No cons at all. It works for us in all aspects. It's not lacking anything.
What problems is the product solving and how is that benefiting you?
They solve all of our ticketing needs. Straightforward easy to use system that's perfect for our IT company.
Beyond
What do you like best about the product?
How the agent catered a remedy to my specific issue. Not just a link to an FAQ.
What do you dislike about the product?
The platform itself may not be self explanatory to create auto-responses for all users.
What problems is the product solving and how is that benefiting you?
Time saving and organization.
Great product and excellent service
What do you like best about the product?
Great end user interface, easy to use and excellent customer support.
What do you dislike about the product?
That the systems locks your account when you fail to log in several times. It should allow to unlock the account just by reseting the password.
What problems is the product solving and how is that benefiting you?
Client requests for software configuration, end user support, etc.
Freshdesk is great for managing client requests and for assigning tasks within the team.
Freshdesk is great for managing client requests and for assigning tasks within the team.
We have started using freshdesk with SPROUT plan test in order to measure customer help desk service
What do you like best about the product?
Good user experience and semplicity of both administration and user profile
What do you dislike about the product?
we currently do not have dislike arguments or features
What problems is the product solving and how is that benefiting you?
We would like to measure customer help desk service in order to provide new service to our customer
Overall experience is good though a few functionalities still needs improvement
What do you like best about the product?
Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations
What do you dislike about the product?
There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed
What problems is the product solving and how is that benefiting you?
We are able to exchange email communication relevant to the online travel support (back-end) process we cater to our customers and basis the queries our customers raise through email as a medium of exchange.
Recommendations to others considering the product:
User friendly tool that is handy for day to day usage specially in the B2C process
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