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My two cents on Freshdesk
What do you like best about the product?
It is simple to use and easy to keep track of the helpdesk work orders and requests. Easy enough to train new users.
What do you dislike about the product?
Simple can be good, but it is not really detail driven to issue or the process. If your company need fully equipped problem, incident, change management systems... I would look else where. This tool was not at the level of what I use to from IBM or Dell for sure.
What problems is the product solving and how is that benefiting you?
Basically I use the tool to do/track of problem & incident management. Although it looks like the change management feature to it, but it was not fully utilized for my current company.
Recommendations to others considering the product:
Depends on their requirement level, and it all depends what features individual company is loooking for.
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UI isn't the friendliest, but it does the job
What do you like best about the product?
It's easy for our customers to use as it's integrated with our support email - as soon as a client emails support a ticket will be created and assigned to someone on our team. It's also great for viewing the status of each ticket, who's court the ball is in, and assigning priority to tickets based on urgency.
What do you dislike about the product?
It can sometimes be a challenge if a client tries to use the actual freshdesk interface, as the ticket is only usually visible to the requester. If someone else on their team tries to access, for example if the main requester is out of office and someone else needs to pick up where they left off, they won't be able to view the details. The workaround for this is you have to manually check off the box that allows them to see all tickets from the same company, however it's not the most streamlined process. Additionally, replying to a ticket via the UI is also not the most intuitive, especially as the message signature is automatically set to whoever the agent is on the ticket, and you have to manually change the signature if you're cc'd on the ticket but not the agent it's assigned to.
What problems is the product solving and how is that benefiting you?
Great for prioritizing and connecting the support team with our client, helps to make sure that the ball isn't dropped on any tickets
Freshdesk has good intentions
What do you like best about the product?
Easy for clients to use, good user interface, their support is always available when I need them.
What do you dislike about the product?
Sync with Salesforce is not reliable, hard to read tickets with multiple replies.
What problems is the product solving and how is that benefiting you?
Customer support tool, allows clients to open tickets and have multiple agents working on tickets.
Always improving - just like the product it supports!
What do you like best about the product?
We’ve seen a lot of change with Freshdesk and have upgraded plans to take advantage of great add-ones like live chat.
What do you dislike about the product?
The interface could be more appealing. Also their customer success team is on the opposite side of the planet.
What problems is the product solving and how is that benefiting you?
Connecting our support team, customer success managers, and engineers.
Good to Start
What do you like best about the product?
its free for a single technician and has a mobile app
What do you dislike about the product?
It Gets quite pricey when you have more than 5 techs
What problems is the product solving and how is that benefiting you?
growing company
Recommendations to others considering the product:
you will switch again
Good nice and decent service
What do you like best about the product?
It is a very easy to manage even with a variety of ticket types and very easy for the users to navigate their way through it.
What do you dislike about the product?
The overall experience is a bit slower. It takes some time to get the response which is sometimes a bit hard to deal with.
What problems is the product solving and how is that benefiting you?
We use freshdesk to solve the problems for our customer care employees
Recommendations to others considering the product:
Even though it needs some improvement, I would recommend Freshdesk as it's setup is easy and have some noteworthy customization,
Great lite ticketing system that can standalone in the lite version
What do you like best about the product?
Basic feature set that allowed us to set up a support portal for a small team rather quickly.
What do you dislike about the product?
Pricing per user for lite version is a bit expensive.
What problems is the product solving and how is that benefiting you?
Setting up a support organization quickly, continued monitoring of our support queues. Enough analysis for our initial support team.
Recommendations to others considering the product:
Lite features are enough to get started, consider upgrading once you hit a certain threshold that makes sense for your team size for better product.
Freshdesk helpdesk
What do you like best about the product?
I really like the software, it’s fast and reliable
What do you dislike about the product?
I wish the search feature worked better, it doesn’t find tickets in any kind of order and finds anything it thinks is remotely close which doesn’t help
What problems is the product solving and how is that benefiting you?
Receiving tickets for email, and pc and iPad/iPhone related issues. Plus problems with the companies proprietary softeare
Affordable and Easy to Use Help Desk
What do you like best about the product?
We use the free version which is exactly what we need without a large cost to use it.
What do you dislike about the product?
Really nothing, all the features I would like to have do come with a paid version
What problems is the product solving and how is that benefiting you?
IT help desk and Maintenance Help desk
Recommendations to others considering the product:
do a free trial and try it out.
Freshdesk is a simple way to get everything in one place
What do you like best about the product?
I like how everything from email to social media to voicemails and chats is all in one place for agents to reply and look ever.
What do you dislike about the product?
I wish they would have more ability to have more chats open at once. Sometimes the chats are not ready to be closed out but only 2 can be open at a time. Also depending on internet connection, I have noticed, it will say you are connected to the phone, you can answer and make calls but it is complete dead silence.
What problems is the product solving and how is that benefiting you?
It eliminates the need to continue to go to multiple programs and websites to get the same information that freshdesk has in one place.
Recommendations to others considering the product:
Do your research, what is best for your company may be freshdesk but it also may not be.
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