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Freshdesk is flexible and can be made to work the way you do.
What do you like best about the product?
I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier (help@yourdomain.com).
What do you dislike about the product?
The help and documentation system is not laid out well and often i have to ask support how to do things.
What problems is the product solving and how is that benefiting you?
We have an excellent, searchable history with all of our clients, reports to show our metrics and automations to make life work faster.
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Freshdesk making PreSales simpler
What do you like best about the product?
Ability to have multiple fields so I can log activities by multiple criteria including country, partner, employee, subject and more
What do you dislike about the product?
Different users in different "Groups" assigning to other email groups means that sometimes the tickets don't get to the right people as they always stay with the same group if they're using Freshdesk with that email address but the user doesn't know this.
What problems is the product solving and how is that benefiting you?
Stops multiple people looking at the same issues
Freshdesk is the best
What do you like best about the product?
Easy to setup to setup.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
What do you dislike about the product?
Ability to freely wire it to Azure Dev Ops.
What problems is the product solving and how is that benefiting you?
Creates a central spot for the support staff to gather requests and issues. Keeps an easy to view list with days overdue etc.
Easy support tracking and documentation repository
What do you like best about the product?
Freshdesk is very intuitive. Management of features is extensive and flexible. Ticket tracking has unlimited labels and tags and the automation based on subjects makes for quick routing to the correct agent. Auto responses can be used to inform your clients of the timetable of answers and what to do if an emergency situation needs immediate attention. Finding help articles is easy because of the multiple ways to tag articles. Embedded links in the articles make for a robust system of documentation for any use cases that are relevant to your audience.
What do you dislike about the product?
It is easy to bury yourself in emails. Understanding how and when agents are notified takes time to adjust and optimize communication rather than flooding inboxes with unnecessary notifications.
What problems is the product solving and how is that benefiting you?
Documentation of our software and how-to steps for all our users is a huge undertaking and Freshdesk is working well for this purpose. Quick response time to client needs is possible because if the extensive features of FD.
Easy to use
What do you like best about the product?
I like that the interface is easy to use.
What do you dislike about the product?
The improve the reports section could be more flexible and easy to setup.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage tickets from our customer.
A useful tool that supports the everyday needs of customer support and customer success teams
What do you like best about the product?
We shifted to Freshdesk, previously using HubSpot. We are really happy with this change, and we can say that Freshdesk is software for more advanced customers with custom needs and roles, categories, groups, etc. Using this on a daily basis generates just fewer problems, and our overall experience is quite good.
What do you dislike about the product?
Sometimes it's hard to get support for custom needs, and solving problems can take a very long time (like changes on the invoice).
What problems is the product solving and how is that benefiting you?
Serving customer support to customers in real-time through various channels, different languages, and a lot of agents.
Great customer service platform
What do you like best about the product?
It can be customised easily to our requirements .
Easy to use for agents .
Great support for any queries .
Easy to use for agents .
Great support for any queries .
What do you dislike about the product?
Apps are quite tricky to use .
More training on implementation of different products would be beneficial
More training on implementation of different products would be beneficial
What problems is the product solving and how is that benefiting you?
Overview of different client queries that are coming in to agents
Can easily create reports with the data that is generated
Can easily create reports with the data that is generated
Great for making daily tasks fun and interesting
What do you like best about the product?
The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
What do you dislike about the product?
Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another.
It doesn't spell check your work, so you have to be accurate with spelling.
It doesn't spell check your work, so you have to be accurate with spelling.
What problems is the product solving and how is that benefiting you?
Having one place to allow a triage of questions and problems, based on the severity and the most appropriate person to answer the question in the team. They can be assigned to the best team member for their issue.
Freshdesk Review
What do you like best about the product?
1. It's a place where all our work issues are raised
What do you dislike about the product?
1. When using my iPad and I'm logged on on the browser, I can't merge tickets no matter how many i try and use different browser like Chrome or Safari. So as a turn around I merge tickets using the app. but I don't like the interface of the app. I like the desktop view better.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
2. Changing signature has been hard. There's an update on my signature, it's a photo but it doesn't get uploaded. I tried many time and used different network but still can't get it to update. I gave up.
3. It's a pain to reply to email or to edit the sender of an email. When there's a ticket and you need to reply, you are not able to edit the "to" recipient. It would be better if this is editable instead of forwarding it to the correct recipient.
4. I wish notifications will be improved. I always missed a lot of notes for me or updates from my ticket since the notications part the bell icon doesn't show all the notes for me although I have set notifications to receive all notifications.
What problems is the product solving and how is that benefiting you?
1. Monitoring maintenance and cleaning issues in our managed apartments.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
2. Receiving building notices from building managers and it creates a ticket for us so it's a task for us to send out to guests then we can close tickets.
3. Creation of tickets for issues that needs action.
4. Knowledge base - we put our how to's in Freshdesk.
Freshdesk: Empowering Business Growth and Efficiency - A Seamless Customer Management Solution
What do you like best about the product?
What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience.
What do you dislike about the product?
To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon.
What problems is the product solving and how is that benefiting you?
Freshdesk has been instrumental in streamlining our customer management processes. Its user-friendly interface ensures quick access to crucial information, and its scalability has supported the growth of my business. The centralized data accessibility has enabled personalized and timely customer responses, while automation features have significantly increased operational efficiency. In essence, Freshdesk has been a versatile and effective solution, enhancing overall customer service.
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