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Overcrowded interface, helpful features but limited posible analysis within platform.
What do you like best about the product?
Features such as options for automated rules.
Metrics calculations for resolution times of cases.
Metrics calculations for resolution times of cases.
What do you dislike about the product?
Metric calculations regarding case content, we use tags but it is very manual.
Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format.
There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases.
Metrics analysis in general in Freshdesk is very unhelpful because they provide graphs but no way to easily retrieve the data in a compatible format.
There is very little personalisation of the metrics analysis and of the interface. The interface is overcrowded and makes it easy to miss cases.
What problems is the product solving and how is that benefiting you?
We use freshdesk as our primary medium to communicate with clientes, but are looking at other platforms.
Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients.
Benefits include metrics of all quantitative and qualitative data about our emails and phone calls with clients.
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Great product, highly customization.
What do you like best about the product?
I like the Free Tier option to check out the product
What do you dislike about the product?
Dashboard should have nicer charts and visualizations
What problems is the product solving and how is that benefiting you?
We converted 4 different help desk parts of our organization into 1 centralized place: Freshdesk.
Works very well for our needs
What do you like best about the product?
A complete solution at the lower prices. Opportunities with other product offerings like their CRM.
What do you dislike about the product?
At this time there is not much to dislike. We evaluated 12 products and performed detailed review and research on the final 3 including long-term trials before making a decision.
What problems is the product solving and how is that benefiting you?
We are managing product support and product requests.
Recommendations to others considering the product:
Do a proper evaluation. Look at features you need and get the most value for the least cost. Too often ticketing systems save great features at a higher per seat cost. If you jump 30 per user; you can start at a couple grand and end up spending 10 times as much for features you really do not need.
Fantastic System with a great support team
What do you like best about the product?
The support is great, always someone to answer your questions and there's not really anything you can't do
What do you dislike about the product?
I would like the report to be better. I would like to be able to amend what the client sees.
What problems is the product solving and how is that benefiting you?
It's a great way to organise requests.
Recommendations to others considering the product:
The reporting could be better. I would love to see an option to choose what you show clients. i.e response time or not etc
Good and better Experience
What do you like best about the product?
Freskdesk Support - fast and prompt response
Ticketing system - Customer satisfaction survey, SLA reports,
Ticketing system - Customer satisfaction survey, SLA reports,
What do you dislike about the product?
Different plan and prizes, felt like should provide more features for Blossom Plan
What problems is the product solving and how is that benefiting you?
Network, email, and domain issues.
Benefits realized: Easier to use, many features, good technical support
Benefits realized: Easier to use, many features, good technical support
Recommendations to others considering the product:
- Better features than other ticketing systems
- Have many features that others can use for ticketing management
- Easier to track technical support people's performance via customer satisfaction survey
- Have many features that others can use for ticketing management
- Easier to track technical support people's performance via customer satisfaction survey
A very user Friendly and innovative platform
What do you like best about the product?
The tool is very user friendly and the support staff is very good. Its been very rare when I need to connect with the support staff for any problem but every time when I have connected with them, I have got timely response.
What do you dislike about the product?
Well, the mobile app needs to be worked upon. There is no filter through which I can check the tickets of a specific group.
What problems is the product solving and how is that benefiting you?
One stop solution for managing all the customers. Easy to use and the support staff is very cooperative and provides quick and timely resolution
Best ever found for customer support tool
What do you like best about the product?
It has a lot of tools to make the things easier for customers and the customer support team. Best tools are dispatcher and observer which really useful.
What do you dislike about the product?
Nothing such. However, the trial period can be at least 45 days for the new startups
What problems is the product solving and how is that benefiting you?
We resolve almost everything issues of the customer. Especially for Email support and SMS communication for each step we take to resolve the customer. Also best for assisting and collecting social media cases
Recommendations to others considering the product:
It provides real-time reports and you can easily assign the tickets to concerned department automatically depending on the issue tagged. Also if you run a customer support team, u don't need to spend time for assigning and getting a notification on each resolution as it does everything automatically.
Easy to use for business of any size
What do you like best about the product?
The dashboard makes helps you to understand what is important and needs focus. I love the layout of the easy to use cloud based platform.
What do you dislike about the product?
There is a lot of clutter between all the features. I wouldnt say this is a bad thing, just creates a major setup process for small companies that don't need all the bells and whistles.
What problems is the product solving and how is that benefiting you?
The system is easy to use and keeps track of all client pending issues. Couldnt ask for a better platform. Overall, I've tried many helpdesks and for the cost and ability to grow, freshdesk deffinitly has the win.
Recommendations to others considering the product:
Give it a try. Setup can be cumbersom but overall I believe it pays off. This system has a great pricing model and allows for future expansion. Also, the freshworks suite is getting better and better. I can't say enough good about the company overall.
Freshdesk Experience
What do you like best about the product?
Easy set up, good customer support, customization to fit my needs
What do you dislike about the product?
Reports are very basic, no click to call support option.
What problems is the product solving and how is that benefiting you?
I am operating an IT Service Desk. Tracking and attending to requests.
Good Butts missing some features
What do you like best about the product?
Easy was to make and track work requests.
What do you dislike about the product?
Wish it could allow for recurring due dates.
What problems is the product solving and how is that benefiting you?
Tracking and analysis work requests.
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The “Upload Screenshot” button below is not working. Couldn’t upload.
Recommendations to others considering the product:
It’s a good tool for tracking tickets
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