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Freshdesk makes our IT Department more efficient.
What do you like best about the product?
I love the fact that all of our tickets come in to a single location where we can manage and assign them to make sure we are as efficient as possible. Most importantly - I love that users can just send an email to our helpdesk describing their problem and a ticket is automatically created. There are also many automation features that are super handy. For example, you can automatically assign tickets by the content they contain. This could be keywords, phrases, etc. You can also have time based events that re-open tickets or automatically reply to the requester if no one has responded to them in a certain amount of time. Our organization loves it.
What do you dislike about the product?
The only major annoyance I have is when closing or resolving a ticket. Our staff are very eager to say thank you and often reply to the automated helpdesk email simply saying thank you or some other quick response. This ultimately re-opens the ticket because Freshdesk just sees the response. No matter how many times we say - no need to respond if the ticket was resolved, they still ultimately say thank you and re-open the ticket.
What problems is the product solving and how is that benefiting you?
Freshdesk has made us much more organized and efficient. We used to be inundated with emails. Often, these emails were to the wrong people which forced us to forward them to the correct person. Furthermore, these emails accidentally got lost or buried in a stack of other support emails and then people didn't get the support they needed. We are able to track how many tickets we close and monitor productivity.
Recommendations to others considering the product:
I highly recommend using this product. It does everything we need to make sure we take care of our customers.
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Great way to send tickets to staff for review and follow up
What do you like best about the product?
I like that I can assign a task to someone, follow up on the status and completion of that task.
What do you dislike about the product?
I do not dislike any portion of this program at this time.
What problems is the product solving and how is that benefiting you?
Follow up, accountability, completion of tasks.
Recommendations to others considering the product:
Use this program to assign tasks, follow up on status, make staff accountable.
Program use & assistance review
What do you like best about the product?
It is a very user friendly program and you can train yourself with all the loads of FAQ's. The hands-on staff are just as amazing always offering solutions or assistance in a heart-beat. Totally Amazing team & product!
What do you dislike about the product?
There really is nothing major that pops out as a 'dislike-able' matter for me :)
What problems is the product solving and how is that benefiting you?
Loads of benefits in this program, too many to mention problems to be solved though, not much as your team at Freshdesk has been taking very good care of us.
Recommendations to others considering the product:
Absolutely amazing !!!!! Sign up immediately.
Solid white label option; wish there were better user permission types
What do you like best about the product?
We use Freshdesk as an integrated support center with our technology platform. They had the most white label friendly features to get set up.
They have integrations to systems like Salesforce so we can see details on a customers while replying to inquiries.
They have integrations to systems like Salesforce so we can see details on a customers while replying to inquiries.
What do you dislike about the product?
It's difficult to have "side" conversations with our sales team on tickets their clients are on. It requires us to have these outside of freshdesk, or have a separate ticket entered, which is redundant. We wish there was an option to have "viewers" that wouldn't cost as much as an admin, or ideally, no cost extra at all.
Also wish their was a better surveying tool to record how successful the exchanges go. Time and responses alone aren't telling enough and the happy or sad face survey is too light to tell how we did.
Also wish their was a better surveying tool to record how successful the exchanges go. Time and responses alone aren't telling enough and the happy or sad face survey is too light to tell how we did.
What problems is the product solving and how is that benefiting you?
Taking care of client inquiries in an efficient manner that is cataloged. It's very helpful for us to allocate team members time based on inquiry topic, have historical record of conversations.
Having solutions to scale common questions for both customer and internal staff.
Having solutions to scale common questions for both customer and internal staff.
Fast, easy and reliable software for easy support operations
What do you like best about the product?
easy setup makes it super fast to start operating inside Freshdesk. Without hassle I could streamline our incoming orders into ticket system. And it's great so far that for small company like ours is curently it is comepletely free.
What do you dislike about the product?
There are typical issues for such software with people writing from various mail and creating multiple tickets addresses but the merging works fine. However the most annoying thing right now is that I have to manually improve my responses that are BCC'ed to our CRM (they are marked as send to help mail address instead to customer with an account in CRM.
What problems is the product solving and how is that benefiting you?
Automated responses to every fresh ticket makes our Support more professional and aligned with canned responses to use by support team makes all the processes faster. There are also plenty of insights into the work of employees about how they perform and what could be potential improvements to be made.
Great Tool and Excellent Support
What do you like best about the product?
We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs. Thank you Holly, Param and Thriyam for your support !
What do you dislike about the product?
I would like to see a more structure approach for implementations
What problems is the product solving and how is that benefiting you?
We have multiple teams interested in FreshDesk functionality starting from Customer Service and various support functions in the organization. Due to low cost and great functionality, tool allows to streamline internal process with minimal investment.
Great Tracking Software
What do you like best about the product?
The scalability of the product is great. You can start small and then add on as you go.
What do you dislike about the product?
Cost to scale. It can be a bit pricey for a small business to scale the product, but it's definitely worth the investment.
What problems is the product solving and how is that benefiting you?
managing support tickets and internal knowledge base
Recommendations to others considering the product:
Start with a single agent and add on as needed. Also, go with the second level plan as you can brand the front-end.
Capable and scalable - great support solution
What do you like best about the product?
Freshdesk is at its best when corresponding by email. The entire thread is visible and searchable. The editor works quite well for dropping in images and hotlinks. Lots of keyboard shortcuts make things faster.
Search function is fairly powerful, though a bit obtuse at times.
Search function is fairly powerful, though a bit obtuse at times.
What do you dislike about the product?
Contact info should be easier to copy and paste without clicking on things. Occasionally a draft email will get lost. Overall, not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us keep track of customers, regardless of where they are in the sales flow. CRM can make sure we don't forget about customers, but it's Freshdesk that keeps track of what's actually going on. It works great with multiple users. The Solutions section is particularly useful for us, being able to insert pre-written responses as well as publishing a Knowledge Base on our website.
Recommendations to others considering the product:
There is not much that I would improve. Freshdesk will keep track of customer contact, allow for notes and can even handle VOIP use.
Freshdesk - half year later
What do you like best about the product?
All in one.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
What do you dislike about the product?
Chat system - need to improve.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
What problems is the product solving and how is that benefiting you?
We provide customer\technical support for our clients (most of them - IT startups).
Recommendations to others considering the product:
Feel free to ask any questions from FreshDesk support team. They are very friendly and always offer you best solution or good advice. And in this way you save a lot of time and money.
Surprisingly Functional and Effective
What do you like best about the product?
The feature included, and all the simplicity on its organization, configuration, as well with the fast application of changes, it was only good surprise at every single new step on my exploration of this tool. I've have been since than suggesting it for several companies I work with, friends that own business too, and I will continue.
What do you dislike about the product?
The limitation on design, and the descriptions or the promotional pages about certain apps, its not that clear. And of course that the of amount of information that is needed to absorb in a relative same short period of time, makes it challenging to understand specific areas, however not critical.
What problems is the product solving and how is that benefiting you?
All my social media communications as well with control and feedback to every interaction, e-mail, comment, private message on other platforms. All in one single place.
Recommendations to others considering the product:
SOLVED O PROBLEM OF OVERLOAD: imagine all the apps/websites like facebook messenger + twitter messages + email + support-email + support-tool + who knows what more, and all this open at same time in different tabs. Now I am able to see all of the important things by date, organized into a new singular common area, and answer from the app, with simple clicks of exercise ahahah.
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