Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Worry Free Functionality
What do you like best about the product?
Things can no longer fall through the cracks
What do you dislike about the product?
Paying for it. It is worth the cost, and the cost is modest, but if you want a complaint, I could wish it were free.
What problems is the product solving and how is that benefiting you?
Our 8 person staff supports software that enables 30 libraries to circulate their materials. A third to half of our effort goes into responding support questions from the libraries. Before Freshdesk, calls were often lost sight of and fell through the cracks. With minimal setup effort I now have a system that allows me to keep the pulse on our efforts, and response times have improved and unanswered calls disappered. Plus it is very reasonably priced. Our business requires a lot of third party software. FreshDesk is the one without any support issues of its own. 100% reliable.
- Leave a Comment |
- Mark review as helpful
Freshdesk rocks with simplicity and ease of use!
What do you like best about the product?
When I log in, everything I need is conveniently located in 1 to 2 clicks (usually 1). That's ideal for me. To gain the biggest benefit, I like converting customer questions and our answers into FAQ's and other training tools. By me shooting mini video answers with the written detail, I"m building my help system up proactively. And anything asked that's not already in there I simply respond and turn that into a FAQ or training. It's extremely helpful doing that. I also like that I can easily switch from the agent view to the customer view without having to log out and view it that way. It helps me test what I want to see and allows me to very easily.
What do you dislike about the product?
At this time, it does everything I need it to do.
What problems is the product solving and how is that benefiting you?
As the co-owner of Doc&Do, a business management platform, using Freshdesk has allowed us to focus our development efforts on our platform and not a customer support component. That's a huge time and money saver for us.
Recommendations to others considering the product:
If you need a tool that's easy to implement and easy for your customers to use, this is an easy decision.
Easy to get started, reliable service
What do you like best about the product?
Very easy to get up and running. Good communication settings. Strong iPhone app to notify when clients need help.
What do you dislike about the product?
Nothing so far. Again meets all my needs and works 24/7.
What problems is the product solving and how is that benefiting you?
Wanted to provide easy support system with tracking and online knowledge base. FreshDesk was simple to setup and tracks everything easily.
Ticketing made easy with Slack integration and zero cost for the basics
What do you like best about the product?
The integration with Slack, The ease of use and hability to track all clients support questions
What do you dislike about the product?
The search features could be improved, I do not like the search and the conversation display, it does the job, but it should have a makeover
What problems is the product solving and how is that benefiting you?
Client support and SLA times checked
Recommendations to others considering the product:
Try the free version it's grest and just works, as I said earlier in this review, I do not like the search engine, but in reallity it gets the job done. when it comes to service and usability it has a great cost / quality racio. You can also import your data from Zendesk, that was a plus for a free service. We are now considering to upgrade our account from Spout (Free version) to Blossom.
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.
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.
showing 3,251 - 3,260