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Team productivity and Easy Tracker
What do you like best about the product?
Easy tracking of tickets
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
What do you dislike about the product?
Identifying duplicate tags in one click, sometimes ticket categorization did not happen correctly.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
What problems is the product solving and how is that benefiting you?
It is helping to focus all customer related tasks on one platform, before Freshdesk, we were checking every email and were not sure how to figure out pending work.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
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Best way to create team collaboration
What do you like best about the product?
Many of us can help our people out. It allows for collaboration and less email to deal with. We have found it has streamlined communication and allows for everyone on the team to help and see what has been said already to those we are helping.
What do you dislike about the product?
The only downside we have had is when we get into a non ending reply cycle with autoresponders. We have had it happen a time or two. It is just due to autoresponders. But Freshdesk has helped us fix it and we appreciated the help.
What problems is the product solving and how is that benefiting you?
We have over 300 people we manage. This allows for these people to send in help requests and our team to communicate. We can also assign tasks to one another.
User-friendly
What do you like best about the product?
The UI and the features are great and easy to use.
What do you dislike about the product?
The scenario automation can still be improved.
What problems is the product solving and how is that benefiting you?
Infrastructure Modernization-related concerns
Freshdesk review
What do you like best about the product?
User friendly, well structured, informative
What do you dislike about the product?
Sometimes it's slow, and takes time to recover
What problems is the product solving and how is that benefiting you?
To communicate with clients
Seamless Helpdesk SaaS
What do you like best about the product?
Simple UI/UX and easy to configure and implements
What do you dislike about the product?
Nothing. all is good enough, no complaints
What problems is the product solving and how is that benefiting you?
Complaints documentation so the complaints easy to organize
ticket portal with a Simple UI and customer service first
What do you like best about the product?
The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service.
What do you dislike about the product?
Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar.
What problems is the product solving and how is that benefiting you?
Easy to manage multiple teams within a service desk enviornment and quickly find tickets. This allows us to keep turn times low across multiple categories which sometimes can be tricky in other service desk platforms.
Modern and super user-friendly design.
What do you like best about the product?
Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.
What do you dislike about the product?
Nothing to dislike, freshdesk has helped a lot of businesses.
What problems is the product solving and how is that benefiting you?
Aids in the prompt resolution of concerns by serving as friendly reminders on tickets
Robust and Easy HelpDesk
What do you like best about the product?
The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach.
What do you dislike about the product?
That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point.
What problems is the product solving and how is that benefiting you?
Centralize and manage information from multiple sources in a single workflow, control and response. Information is organized and cataloged for better monitoring and evidence. Loose ends of case management through independent channels are eliminated since procedures are channeled and managed based on guidelines.
More than a decade on a very good platform...
What do you like best about the product?
We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
What do you dislike about the product?
I would like to see more of the API (custom objects) opened to the lower end plans.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
What problems is the product solving and how is that benefiting you?
It handles all our clinet communication effectively.
Easy to use platform
What do you like best about the product?
It allows us to manage our workload while also allowing us to track workload across the team
What do you dislike about the product?
Not being able to send bulk BCC emails to contractors
What problems is the product solving and how is that benefiting you?
Allows us to not miss any emails or requests from our clients and contractors
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