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Freshdesk Review
What do you like best about the product?
Ease of Use. It makes for a rast response time.
What do you dislike about the product?
Its hard to pick anything, really. I enjoy it!
What problems is the product solving and how is that benefiting you?
Solving the fastest response time for customers. It makes for a great customer experience.
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We’ve seen a nearly 30% increase in productivity, thanks to our reporting system.
What do you like best about the product?
Reports and Analytics System helped find the traning requirements and find a solution for it.
What do you dislike about the product?
Nothing really, as we shifted from Zendesk we have seen freshdesk more helpful.
What problems is the product solving and how is that benefiting you?
Assisting with reports through analytics and managing workflow using A1 automated responses.
Great Productivity
What do you like best about the product?
Ticketing serves as a valuable feature that significantly enhances overall productivity.
What do you dislike about the product?
None of the current features I utilize are causing any problems.
What problems is the product solving and how is that benefiting you?
Maintaining an organized email system across various departments
"Transformative Impact on Support Efficiency and Customer Satisfaction with Freshdesk"
What do you like best about the product?
One of the things I appreciate most about Freshdesk is how its automation features simplify repetitive tasks, saving time and speeding up response rates. The ticketing system is user-friendly and, combined with customizable workflows, makes managing a large number of requests much more efficient. Another standout feature is the self-service knowledge base, which lets customers find answers quickly and has noticeably reduced the volume of simple inquiries we receive. On top of that, the detailed analytics and reporting tools are a huge plus, helping us monitor key metrics and improve our support strategies over time.
What do you dislike about the product?
Freshdesk is a strong platform overall, but there’s room for improvement in its customization capabilities, particularly when dealing with advanced settings. Tailoring the platform to fit unique workflows can sometimes feel restrictive, leading to the need for workarounds. Another area for enhancement is performance—features like reports or the ticketing dashboard can be slower to load during peak times, which can impact efficiency. While these issues are relatively minor, they can become noticeable when managing high volumes or very specific business processes.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly optimized our support processes by centralizing ticket management, automating repetitive tasks, and empowering customers with self-service options. This transformation has allowed us to handle high ticket volumes more effectively, cutting response and resolution times by roughly 30%. The automation features are especially valuable, as they manage routine inquiries while routing complex issues to the appropriate teams, ensuring seamless support. Furthermore, the self-service knowledge base has decreased basic inquiries by about 15%, enabling our team to concentrate on more critical tasks. These improvements have not only enhanced team efficiency but have also driven an 18% increase in customer satisfaction, as support is delivered faster and more accurately.
Easy to manage
What do you like best about the product?
how to sort out the tickets by categories and the convenience to generate that report
What do you dislike about the product?
some features might cost extra in order to be used
What problems is the product solving and how is that benefiting you?
solving our issue on manually sorting out the tickets by categories
Simple and comprehensive Helpdesk
What do you like best about the product?
It's simple to use and provides a comprehensive service desk from start to finish
What do you dislike about the product?
It would be nice to have the ability to hide functions you don't use daily for your own individual requirements
What problems is the product solving and how is that benefiting you?
It helps us provide a full functional service desk for all of our clients and assists us in monitoring SLA's
We have been working with freshwork since 7 years and this helped us to improve our customer service
What do you like best about the product?
Very easy to handle and the support team is very consistent and efficient.
What do you dislike about the product?
Nothing as such found as we are using this for more than 5+ years
What problems is the product solving and how is that benefiting you?
This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%.
FD Review
What do you like best about the product?
Overall the Fresh Desk is Good to use in.
What do you dislike about the product?
Nothing such cons observed yet to dislike
What problems is the product solving and how is that benefiting you?
Overall a great tool to use for ticketing.
6 months using the system
What do you like best about the product?
I really don't have many words to describe it, since in just 6 months of working at the company where it is used, it has become an essential tool for me, since in 1 month of use I already knew how it worked and I am willing to continue discovering what else I can do, what I liked was how to be able to create filters for each type of ticket.
In addition to everything else, in the customer service section, this is where I took the most advantage by creating productivity reports.
In addition to everything else, in the customer service section, this is where I took the most advantage by creating productivity reports.
What do you dislike about the product?
What I'm not completely convinced by is the fact that if I have a WhatsApp number integrated into it, I can't use that number outside of the platform, so to speak, wanting to have WhatsApp Business active.
What problems is the product solving and how is that benefiting you?
Easy and simple, it solved my problem of customer service agent productivity.
Excellent productivity and agent performance
What do you like best about the product?
The way for looking all company tickets.
What do you dislike about the product?
Maybe the learning curve for new users are dificult.
What problems is the product solving and how is that benefiting you?
As administrators, it helps us supervise daily operations by generating specific reports for different cases.
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