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Good tailor made solution
What do you like best about the product?
Freshdesk is a great tailor made solution for helpdesk ticketing. If has got a basic architecture and doesn't need much of a training to get used to.
What do you dislike about the product?
The pricing is quite high. This can be reviewed by the product team once
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our issues with complaint logging, auto assigning, tracking, auyo SLA and escalations.
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My favorite helpdesk software for the last 10+ years
What do you like best about the product?
I have tried a number of tools and I always come back to Freshdesk. It consistently gets the job done well, is continually improving with useful and intuitive features, and it runs like a machine no matter the volume of activity.
What do you dislike about the product?
There really isn't much to dislike about it. I suppose there could be some UI improvements, but I really have zero complaints.
What problems is the product solving and how is that benefiting you?
Great collaboration functions across multiple agents with the ability to provide support escalations and routing rules across a complex client base.
Freshdesk is a great customer support solution for businesses of all sizes
What do you like best about the product?
User-Friendly Interface
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
What do you dislike about the product?
Integration Challenges: While Freshdesk offers a variety of integrations, we encounter challenges when trying to integrate with specific third-party applications or systems that are crucial to their workflow.
What problems is the product solving and how is that benefiting you?
Overall, Freshdesk is a comprehensive customer support solution that can help businesses to solve a number of problems and achieve their business goals.
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.
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
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