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Freshdesk is more convenient and user-friendly than most of the competitors out there.
What do you like best about the product?
Automation and user-friendly interface..
What do you dislike about the product?
no automation for ticket merging, possibly because I haven't explored the possibility yet
What problems is the product solving and how is that benefiting you?
Aside from being a more cost-efficient tool, analytics and automation has been so far the best asset of the platform
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Freshdesk boosts efficiency with 20% faster response times and 25% higher agent productivity.
What do you like best about the product?
Freshdesk has significantly streamlined our customer support process, improving overall efficiency and customer satisfaction.
What do you dislike about the product?
While Freshdesk has improved efficiency, the platform's reporting features can feel limited, making it challenging to generate customized insights for deeper analysis.
What problems is the product solving and how is that benefiting you?
Automated workflows and AI-driven ticket categorization.
Ease of Use
What do you like best about the product?
Freshdesk is easy to use and wonderful for providing customer support.
What do you dislike about the product?
I haven't found anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a simplified means to communicate effectively with our customers.
Great products, great support, and great team!
What do you like best about the product?
The ability to keep track of tickets and response times. Great products.
What do you dislike about the product?
There are a lot of options - finding what works best for you can be tough.
What problems is the product solving and how is that benefiting you?
The ability to keep track of tickets and response to follow ups, without falling through the cracks.
Easy to use program - powerful features
What do you like best about the product?
In our industry, we have a lot of customers with the same email address - this is a problem for 98% of the products we reviewed as they use email address as a unique identifier. Freshdesk let us pick what we want to use as our unique identifier though and that helped us to better cater to our customers and limit any confusion for our agents. The UI is very clean as well. This is the number one tool used by our agents each day, they can easily collaborate with one another and we can track trends. Our onboarding was fairly easy considering our former product had been in use for over 15 years. And, thankfully each time we've needed to reach out to support, everything has been answered in a timely matter.
What do you dislike about the product?
More of the AI features used to be included in the higher tiers, but now are additional. They are always nice to test though and see how far the product has come.
What problems is the product solving and how is that benefiting you?
Transparency into responses going out from everyone in our contact centers. This helps us see if the customer has called before with the same issue and how it was resolved to quickly do so again. We can also see if we have a spike in a certain issue and can better escalate it for repair.
Excellent tool for customer service/support!
What do you like best about the product?
It's very easy to keep track of things. The ticketing system is very handy and it's easy to customize settings for individual agents or groups.
What do you dislike about the product?
Editing a custom signature (specially a fancy layout with graphics) is a bit complicated. You basically have to create your signature elsewhere and just copy/paste it into freshdesk.
What problems is the product solving and how is that benefiting you?
Supporting our customers, managing customer requests and complaints.
The overall offering is excellent, but as with everything there's room for improvement
What do you like best about the product?
We enjoy the Article Solution offering the best, especially with analytics.
When I initially set up Freshdesk, we found it easy to set up with very little difficulties that their support was always on hand to assist.
We use this system 5 days a week, but it's open 24-7 to accept emails, respond automatically, in some cases, and this automation is so powerful to help us concentrate on things that really matter to the customer.
2 years later, we've integrated various apps to help our agents better and the offerings in the marketplace are slick and easy to use.
When I initially set up Freshdesk, we found it easy to set up with very little difficulties that their support was always on hand to assist.
We use this system 5 days a week, but it's open 24-7 to accept emails, respond automatically, in some cases, and this automation is so powerful to help us concentrate on things that really matter to the customer.
2 years later, we've integrated various apps to help our agents better and the offerings in the marketplace are slick and easy to use.
What do you dislike about the product?
We'd prefer some requests be implemented rather than focus on AI.
Basic things such as the ticket ordering would really go a long way to assist our agents to do better.
Basic things such as the ticket ordering would really go a long way to assist our agents to do better.
What problems is the product solving and how is that benefiting you?
Not having to use a shared email inbox, being able to gather data to determine reasons for contact which help us improve.
Great tool
What do you like best about the product?
Easy to use, with meany helpful features.
What do you dislike about the product?
The cost can be expensive based on it's competitors.
What problems is the product solving and how is that benefiting you?
User tickets to be followed and fixed quick.
A great product and a must have
What do you like best about the product?
Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and acomplish more due to user friendliness, the solution page and automation.
What do you dislike about the product?
It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend.
What problems is the product solving and how is that benefiting you?
Helpdesk solved the problem of people emailing us directly when needing support or using other means of communication. With FreshDesk it makes it alot easier to prioritise work and staying organised.
Great automation capability
What do you like best about the product?
Freshdesk has some wonderful automation tools. We have increased productivity by nearly double with some of our largest support teams.
What do you dislike about the product?
Freshdesk is behind in some of the AI tools that other companies have. The gap is closing, though.
What problems is the product solving and how is that benefiting you?
Freshdesk is giving us a knowledge base and tools that direct people to it. We want our customers to self-serve as much as possible. Case deflection is a big deal to us as we scale.
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