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Freshdesk good but could be better
What do you like best about the product?
Easy to offer support, automation is comprehensive
What do you dislike about the product?
Rules could ofer more automaton, inline screenshots for users during chat too
What problems is the product solving and how is that benefiting you?
Customer support and support desk articles and live chat
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Keep Your Clients with FreskDesk
What do you like best about the product?
Easy to use, flexible, rich in features. Cross-org teams users major benefits. Our clients use it with ease and keeps them very satisfied. Their Support staff are awesome.
What do you dislike about the product?
Not much really. Possibly improve the client log-in landing page and some integration!
What problems is the product solving and how is that benefiting you?
Client Support functional and technical issues. Streamlined the process, achieved great efficiencies resolving issues at reduced time/cost. We achieved 100% referenceable client status -woo hoo! and generating more support income.
Recommendations to others considering the product:
stick with them. It's a great platform Your customers will take you more seriously and you will generate more support income from them.
Super Online Tool for me and my customer
What do you like best about the product?
It is easy to deploy. It is not forcing me to deploye on my own domain (Server) so the resource load is zero.
What do you dislike about the product?
I am using various available function in freshdesk. One of them is creating support ticket based on email. Many times emails are SPAM and freshdesk creates the support ticket against that email. In short the auto SPAM identification mechenism for email to ticket creation is a requirement.
What problems is the product solving and how is that benefiting you?
I have a small web hosting business. To assist the customers, I created many helping articles (knowledgebase). Freshdesk provided me plateform from where I can easily create new article and publish them including a good searching facility for the customers. The login handling was also a requirement for support panel to manage the support tickets by the user and I am glade this is also available here including login from other applications (like facebook account).
Recommendations to others considering the product:
I have used freshdesk since years for support ticket and knowledgebase articles over my website (groupaaa.com). I must say it is best with full of useful features. There are many additional features in upgraded package but I must say that the free plan is also covered for small business like mine.
Great Features for a Startup
What do you like best about the product?
Visually appealing. Easy to setup public and private forums.
What do you dislike about the product?
It's not easy to see which features are available on each package.
What problems is the product solving and how is that benefiting you?
We maxed out the number of users on our free zendesk account and it was too expensive for us to upgrade. Freshdesk was priced right and had similar features
Recommendations to others considering the product:
Integrate the live chat and phone apps into Freshdesk to keep all incoming channels of support consolidated.
Very Impressed!!
What do you like best about the product?
Very capable platform. Easy to customize. Does everything you could possibly need in helpdesk and some more. We have used Kayako and ZenDesk, we wanted to see if there was anything better outthere. Reviewed dozens of help desk apps in an extremely detailed fashion. Decided on FreshDesk and it has been smooth sailing. We are very impressed with the platform, the app, the customer service, features.
What do you dislike about the product?
The knowledge base suggestion feature could be improved. It wants users to type in keywords and the question is "How can we help you today?" - well most people type in a question in human form "I can't do xxxx" - it usually pulls up relevant articles but sometimes does not. It took Google a while to perfect their human question algorithm and FreshDesk said they are working on it.
What problems is the product solving and how is that benefiting you?
Ability to allow customers to solve their own problems before contacting you.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Recommendations to others considering the product:
This is absolutely a very capable platform and we are so happy we chose it. I was personally signing up for various trials and there was always something that was strange, we couldnt customize, it costed extra, etc. Very impressed with FreshDesk
Great Support Solution
What do you like best about the product?
Ease of use and mobile capability. With the canned responses, it's easy to quickly answer tickets and support issues - even on the go.
What do you dislike about the product?
The way the tickets are sorted can take some getting used to, but once you get the hang of it, there's not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our remote team resolve support issues at anytime of the day, anywhere our team happens to be.
Easy to Use and a Valuable Way to Scale Your Business
What do you like best about the product?
I enjoy the ability to move away from one inbox into a company inbox where our team can see all of the communications from our company. The ability to have canned responses is a nice added benefit. Lastly, Freshdesk includes a lot of features but simplifies everything in a nice easy to use format.
What do you dislike about the product?
It seems ready for a refresh of the design just to give it a fresher look. Right now, it looks more like the original Basecamp did when it launched.
What problems is the product solving and how is that benefiting you?
We use it as our company email inbox. It allows us to not have to forward emails and gives us the ability to keep our team in the loop with our customer communications. We're also able to stay on top of communications, making sure we don't drop the ball.
Recommendations to others considering the product:
Check it out and see if it works for your business. The great thing is, they have a free plan so you can evaluate it and then upgrade depending on your needs.
Cheap option with lots of features
What do you like best about the product?
They have pricing models that work great for small businesses. Their lower tier plans are cheap but still provide lots of features. We only have 4 support agents so Freshdesk worked great for us because they provide the first 3 agents for free. We only pay for one support agent.
What do you dislike about the product?
The customer support has not been very helpful. They seem to be based out of India so when submitting support ticket in US you will have to wait until at least the next day to receive a response because it is the middle of the night there. There also seem to be challenges due to language barriers. They never seem to really understand what I am asking them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support desk solution. For a reasonable price we have been able to provide our support agents with powerful tools to handle our customer problems.
Freshdesk is easy to use and intuitive
What do you like best about the product?
I enjoyed the simple interface and the variety of features included inside the free version of Freshdesk. Among them, the ability to create tickets via email, the simple interface which allows one to manage tickets, and the database of users and companies who make contact with you via Freshdesk.
What do you dislike about the product?
I like using the knowledgebase, but I wish that there were more options for importing/exporting articles, and that the editor was a little better.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to stay in touch with members of our site who encounter issues or have questions. Through its management system, it is very easy to follow up on these messages once they are converted into tickets.
Recommendations to others considering the product:
Plan out your overall strategy for serving your customers, then look at Freshdesk to see where it fits in.
Great software for managing email / tickets
What do you like best about the product?
We love that it converts our emails into "tickets", without looking like a ticket system to our clients. We are able to leave notes about incoming projects and multiple employees can all work on a single emailed project. This helps us have better communication with the customer and we always know where we are at with projects.
What do you dislike about the product?
Sometimes the software is a little clunky to use and will sometimes the tickets will display strangely if there are certain characters in the email. There is also a limit of 15MB on attachments.
What problems is the product solving and how is that benefiting you?
We receive projects in through email, and before we were having a hard time figuring out what had been done on a project and if the client had been contacted properly. Now each email request is treated like a project, and we can merge several related emails together to form a single project.
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