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Easy to use
What do you like best about the product?
Ease of use. It is easy to get help when needed and you can find the information you need.
What do you dislike about the product?
I have been pleased. Maybe the response time could be faster
What problems is the product solving and how is that benefiting you?
Communication with independent contractors.
Recommendations to others considering the product:
Very helpful. You can get information quick. If you need help there is a live chat.
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Great for Internal Support
What do you like best about the product?
Very easy to sign-up and deploy. No need to talk with a salesperson before gaining access to a free trial. The ability to adjust folder visibility to specific groups of contacts is also very beneficial.
What do you dislike about the product?
Not being able to rename certain data fields. Some of the text fields only make sense when used with outside parties. One example is the "Company" field in contacts. Since we use Freshdesk internally, we would prefer to rename this to team or department.
What problems is the product solving and how is that benefiting you?
We wanted a single point of communication to store internal operations information and provide support to internal stakeholders such as employees. While we considered a generic wiki-style site, we realized that having an associated ticketing system would allow us to drive engagement with the site and remove clutter from the support team's inbox.
Solid help desk software
What do you like best about the product?
Love the fact that the system is cloud based for the deployment which makes it very easy to roll out to a company of small to large. They are continually innovating which is helping keep them on pace with competitors if not at the top already. Very easy to customize to any level you may need. The ticketing system works seamlessly where tickets can be navigated to the correct person with ease. Love how to software assists so two users dont answer the same email. The time tracking tool is another very slick one for supervisors to ensure their team is working efficiently.
What do you dislike about the product?
For some of the important features that we really liked, they are all in its top tier of pricing such as IP white listing. That top tier is roughly 100$ per user per month which can add up to a really large monthly total if you have a large team.
What problems is the product solving and how is that benefiting you?
This software is providing the help desk a database to work from. It is really supported on all platforms which makes it very usable in a large company but also can be very customizable for a small company as well.
Recommendations to others considering the product:
Freshdesk offers free trials so really its a no brainier to at least test it out. You may either like it or not but with the trial the risk will not cost you anything and you will get to learn about the software. They have like 5 different levels of subscriptions which gives you many options when choosing what you need. Price is per user and really do range from like 20$ per month per user to roughly 100$ per month per user.
Great product for keeping up with client so
What do you like best about the product?
The ability to send responses and have everything on one screen
What do you dislike about the product?
The lack of features on the mobile application.
What problems is the product solving and how is that benefiting you?
I am responding to my servants with care and speed.
Very good and simple for your work.
What do you like best about the product?
The very good program which makes my job satisfied. I can control all clients and be sure what exactly they need. Very open and good for communication.
What do you dislike about the product?
Great solution to use for all people at work. To install or use is really so easy and understandable. Very good support team. Which ready to give you a strong support.
What problems is the product solving and how is that benefiting you?
Helps to our company to control all process. We are sure that our customers will be all able to contact us. Great to know how our team work and on which subject. So, we are say no mess at work.
Recommendations to others considering the product:
Very good and fast solution. The program will care about a lot of things at your work. The very easy step of use and understand. Very organized. I recommend it.
Great support system at any level
What do you like best about the product?
Transparency for the end-user--they can see the progress. Also, reduces anxiety and confusion for all involved. Child tickets--love!
What do you dislike about the product?
Mobile views are jumpy, the app is in need of some attention
What problems is the product solving and how is that benefiting you?
Logging issues and tracking complex, multi-step/cross team work. Reporting on ROI.
Recommendations to others considering the product:
Really think through and map out your support before starting
Freshdesk is a great tool for handling our support issues
What do you like best about the product?
We have a central repository for support issues that we can easily and quickly assign to different staff members so that they are addressed in a timely manner.
What do you dislike about the product?
Email replies only allow the user to reply to the initial contact instead of one of the cc'd contacts, which is frustrating when the owner of the support issue changes on the client side.
What problems is the product solving and how is that benefiting you?
We moved to Freshdesk from FogBugz and are happier with the flexibility and ease of use it provides. The mobile app makes support when away from the computer faster and easier.
Awesome Platform and Team
What do you like best about the product?
We use FD for an almost one Year, it really helps us in defining the main contact drivers with clients as well as it is too much friendly and easy tool to be used full of great functions and fields,also the great help desk team who are avail 24/7 to assist no matter the inquiry is big or not, they just assist in a professional way like the awesome Hammaad Mohammed.
What do you dislike about the product?
the default fields and roles, we just need a little enhancement to remove such default items.
What problems is the product solving and how is that benefiting you?
Wide plate for documentation, Better communication with End users and vendors as well as the variety of reports
Easy to use and easy to access information
What do you like best about the product?
Filtering views based on criteria and the ease in which replies can be handled and also updates through email.
What do you dislike about the product?
Email updates are often duplicated 2-3 times with each update
What problems is the product solving and how is that benefiting you?
Tracking client issues in real-time and logging for future reference allows history of progress
Recommendations to others considering the product:
Setup filters so you are not viewing all tickets from all departments
Helping to support customers
What do you like best about the product?
Many things like about Freshdesk. From the dashboard indicating what needs to be responded to, new tickets, the tracking of conversations, the ability to add support forums, and documents
What do you dislike about the product?
it would be nice if the system would group common issues together. As it is the same question maybe asked by the same client multiple times but has to be manually merged. Also it doesn't provide real time chat functionablity
What problems is the product solving and how is that benefiting you?
Providing customer support when their are problems.
Recommendations to others considering the product:
If looking for a real time chat ability this would not be the program for you. But if you want an organized way to know when new support questions come in, and a way of being able to search through previous support questions this is a great program. It has the side benefit that it will provide indirect training to new employees by reading through support questions and then the resolution of those questions.
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