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Amazing Product with a potential to do much more
What do you like best about the product?
Its very simple and easy to use .
What do you dislike about the product?
Reporting should be personalised based on the clients requirements
What problems is the product solving and how is that benefiting you?
With a growing customer base FD is helping us to keep a track of all the requests and also design our roadmap accordingly
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Email and Chat
What do you like best about the product?
Freshdesk gives us good insight into our email and chat communication.
What do you dislike about the product?
There are mostly little, nit-picky things, but nothing major. Would mostly like to see more flexibility with the chat features.
What problems is the product solving and how is that benefiting you?
We wanted to have full insight into customer responses for quality assurance, as well as reporting and tracking on response time. Freshdesk has helped us accomplish those goals.
Great service for small teams
What do you like best about the product?
We're starting our own company, and don't have a budget. So, maybe we think "we can't get a great service without paying". But this doesn't happen with Freshdesk: this is a great service, even for free accounts!
What do you dislike about the product?
Not using my own SMTP server to send transactional email.
What problems is the product solving and how is that benefiting you?
We can use our own support email to answer support requests, and we can keep all very organized.
Recommendations to others considering the product:
Easy to use the system, with all you need for a fair price.
Robust helpdesk ticketing solution for SaaS business
What do you like best about the product?
We switched from another helpdesk solution to Freshdesk over a year ago. The transition was pretty smooth and the solution is easier to use for our team and our clients. The solution is very stable and is always on. So far we haven't encountered any down time. Our customer success manager offered to review our setup and offer recommendations so we can leverage the solution to its fullest potential.
What do you dislike about the product?
We would like to get more support to use the solution more optimally. After talking to our customer success manager, we have setup a time to discuss best practices and how we can use the solution more optimally.
What problems is the product solving and how is that benefiting you?
We rely on Freshdesk as out support ticketing system for our SaaS based center management solution for child care. So far, it has worked out pretty well.
Very easy to use but wish there was a hubspot integration
What do you like best about the product?
Freshdesk is super simple. Their support team is the best part about them as any time you have a question, they have a rep respond ASAP and schedule a video call.
What do you dislike about the product?
I dislike that there is no direct integration with hubspot.
What problems is the product solving and how is that benefiting you?
We need to close tickets and keep track of how many request we get from clients.
Excellent tool
What do you like best about the product?
It's very easy to use it. The UI is intuitive and helpful. The search function allows to easy find different type of information.
What do you dislike about the product?
Sometimes the nested responses in tickets are difficult to follow.
What problems is the product solving and how is that benefiting you?
Centralised information about customer problems and behaviours.
Every SME should get Freshdesk immediately
What do you like best about the product?
The best to me is that Freshdesk provides so much already in the free plan. Every feature for a functional helpdesk, branded to your logo, colours and support email address, is there. If you're still lacking a helpdesk you really should get Freshdesk right now.
What do you dislike about the product?
Haven't really figured out anything to dislike yet.
What problems is the product solving and how is that benefiting you?
A systematic method to take care of support, problem, warranty issues. Effectively delegate tasks and make sure customers are being answered.
Recommendations to others considering the product:
If you're lacking a helpdesk get Freshdesk at once.
FreshDesk Review
What do you like best about the product?
Simple to use, Mobile access for Agents, great and valuable features. Quick and easy dashboard to keep all tickets and emails under control makes giving support a very quick and easy task. Canned responses assist in many cases where we open up tickets for each project and we need to communicate the same message time and time again. The free version includes great features to support a well operating support centre with the option to upgrade to higher packages for additional great features.
What do you dislike about the product?
1) Mobile App is only for agents, would be great if customers had mobile access to their tickets.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
2) Users who respond with a 'thanks' reopens the ticket which affects the agent's timing.
What problems is the product solving and how is that benefiting you?
Customer and channel engagements, tracking of communicate via tickets. Knowledge base articles help improve of skill set and share quick access solutions to those in the field.
Recommendations to others considering the product:
Easy to use from day one. Improve your efficiency instantly. If you're thinking of building a ticketing system yourself or plan to use another solution and bend it to become a ticketing system, save your time and make use of the free FreshDesk version to quickly setup your system and upgrade to enjoy additional features when needed.
Great product and exceptional supports
What do you like best about the product?
Had a few teething issues with setting freshdesk up on magento, but with the help of the freshdesk team, we managed to get it up and running very quickly
What do you dislike about the product?
can't think of anything and as this field is mandatory and is just writing anything that comes into my head.
What problems is the product solving and how is that benefiting you?
Customer support nad FAQ
Rapid support when we needed it
What do you like best about the product?
We've been using Freshdesk heavily for quite some time; and it's a big improvement over our previous ticketing system. However, we've been struggling with the automatic new ticket creation feature, as we had people trying to append to existing tickets who were originally part of the ticket string. I found a support string on the same subject and contacted the the Freshdesk representative involved. Within 15 minutes he'd responded and a few minutes after that he'd fixed our issue for us. Now that's service!
What do you dislike about the product?
Some of the reporting and search functions could be richer. I'd also like it to integrate with Connectwise Automate (previous Labtech) out of the box.
What problems is the product solving and how is that benefiting you?
We are a IT service desk support multiple customers, their users, and infrastructure.
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