Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Excellent for Small to Mid Size Business
What do you like best about the product?
The product is comprehensive with all the tools I need to run a solid support organization. The help articles are fairly thorough.
What do you dislike about the product?
Getting support to answer my question was very frustrating in the beginning. It has gotten better lately. It seems like they only offer very basic assistance until you push for higher level support.
What problems is the product solving and how is that benefiting you?
I am able to track all interactions with my customers, find their history easily, and keep well within our service level agreements.
Recommendations to others considering the product:
Be clear on your targets and needs for supporting customers, so you can design your portal accordingly.
- Leave a Comment |
- Mark review as helpful
Great Helpdesk Solution
What do you like best about the product?
Feedback widgets, multi-brand support...
What do you dislike about the product?
Multiple product set up can be laborious
What problems is the product solving and how is that benefiting you?
Our business requires high-touch customer service, and the ability to traffic and route customers concerns so that they are best resolved is a high priority. Freshdesk offers us the ability to properly and effectively file customer tickets for the proper agent to respond. Also offering the ability to build and maintain a knowledge base that is particular to our many channels of business (we are currently maintaining about a dozen different products) greatly helps reduce the actual number of tickets created.
A lot of bang for not a lot of buck.
What do you like best about the product?
FreshDesk's support team has been the most responsive I've encountered throughout my career. I appreciate that they are always ready with an answer, or at least an offer to track an answer down.
What do you dislike about the product?
I do wish the reporting functionality was a little clearer and more customizable.
What problems is the product solving and how is that benefiting you?
We've automated multiple workflows and notifications utilizing FreshDesk's scenarios and rules.
Fresh idea for providing better customer service
What do you like best about the product?
Our team likes using Freshdesk. It brings a lot of automation on how the emails are managed and tracked, and it helps keep track of who is working on which tickets.I loved it because it could easily be customized according to our needs without the help of technical team. The best part is that you can produce reports and customize the way how the reports should look like. Their support team is the best.
What do you dislike about the product?
Can't think of anything bad. Pricing might be a little higher, when cheaper options are available in the market. Personally I don't like their new portal design. Older one was easy to use and it looks less cluttered.
What problems is the product solving and how is that benefiting you?
Mostly customer service. The benefit that I realized is managing a lot of emails and converting them into tickets. That way we can know which requests are being worked on.
Freshdesk
What do you like best about the product?
The ease of use, and configuration are one of the strongest features of Freshdesk.
What do you dislike about the product?
Lack of logs, or the ability to customize the agent interface.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily support our customers without spending a lot of time building or configuring our helpdesk.
Recommendations to others considering the product:
Freshdesk is a great light weight ticketing system.
Best Helpdesk solution
What do you like best about the product?
It is simple and clearly arranged.
All necessary functions are given and positioned correctly.
All necessary functions are given and positioned correctly.
What do you dislike about the product?
Currently, we just don't like the app for smartphones and tablets.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for IT.
This enables us to offer a fast and transparent service.
This enables us to offer a fast and transparent service.
Recommendations to others considering the product:
Use the trial period to get an impression of what it looks like live. We configured it for testing and were immediately convinced.
FreskDesk CSR honest review
What do you like best about the product?
I honestly liked the way it appeared to be super functional. It seemed like the tool we needed to switch to from Zendesk.
What do you dislike about the product?
After playing with it, it was a pain to setup phone calls through their service. We ended up keeping these separate and using ZenDesk. Allowed users to create tags, which would end up in a mess of different users using different tags for the same case type. Just not effective for what we needed.
What problems is the product solving and how is that benefiting you?
CSR Agents, phone calls inbound/out, emails.
Recommendations to others considering the product:
Unless you have no other option, I would seek out Desk, or even ZenDesk
Improving for the better
What do you like best about the product?
Ease of use, great support, easy to train other agents on
What do you dislike about the product?
lack of integrations, lack of new mint experience on customer portal, wish FreshChat was an additional option to add on to FreshDesk, ugly customer facing support portal,
What problems is the product solving and how is that benefiting you?
ticket creation, bug resolutions
Easy to navigate
What do you like best about the product?
it is easy to navigate and tag your tickets, people see what your working on because of the dashboard updates
What do you dislike about the product?
when I process something I need to refresh my page to make sure it sticks.
What problems is the product solving and how is that benefiting you?
error on my page
Excellent product, meets all of our needs
What do you like best about the product?
We have some unique needs that Freshdesk has been able to meet for us - we have several different products that need specific branding, as well as various support groups that need different type of access. We have been able to implement Freshdesk in a way that allows us to easily get tickets to the right people, as well as report out status of all tickets.
What do you dislike about the product?
There is not much I don't like about Freshdesk - we have had a couple of small issues over the last couple of years, all of which we have been able to resolve.
What problems is the product solving and how is that benefiting you?
Our biggest issue is supporting several different products in one system, and being able to make them all unique. We can have as many support portals as we need, as well as different emails and phone numbers. The cost of the system, and the options available, make it a win win!
Recommendations to others considering the product:
Set up is easy, and flexibility is outstanding. I was able to get us up and running in short order, as well as continually make changes to have Freshdesk work better for us.
showing 2,911 - 2,920