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.
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%.
- Leave a Comment |
- Mark review as helpful
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.
Great Ticketing System
What do you like best about the product?
We have many different departments in our Business, as such we needed a system which we can customise ourselves to include bespoke fields which also lets us create reports to be sent out automatically from Freshdesk removing the need for someone to create these.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
What do you dislike about the product?
One draw back for me is the reporting in analytics, this only updates once per hour and each instance updates at a different time, it would be good if the data in these reports were live and read from the database or atleast an easy way to see when the database refreshed. Currently i look at the last updated date to get the time of the latest update to have an idea when the database refreshed.
What problems is the product solving and how is that benefiting you?
We used to use Outlook to manage our workloads and over time this became more and more unsustainable. Freshdesk not only had an immediate impact on our Customer response times is also improved satisfaction whist reducing complaints.
Freshdesk: A Game-Changer for Omnichannel Support
What do you like best about the product?
Freshdesk is known for being user-friendly, making it accessible for both small teams and large organizations without a steep learning curve. It offers robust automation features, like ticket routing, canned responses, and SLA management, which help streamline tasks and improve team productivity.
Customer Support for is very excelent. I get support at the earliest.
Integration with Freshdesk is a piece of cake, thanks to the API & SDK docs
Implementation of a new instance for a specific use case is straight forward that even a new user can implement thier work flows based on their business use case.
Customer Support for is very excelent. I get support at the earliest.
Integration with Freshdesk is a piece of cake, thanks to the API & SDK docs
Implementation of a new instance for a specific use case is straight forward that even a new user can implement thier work flows based on their business use case.
What do you dislike about the product?
Freshdesk’s mobile app, though functional, may lack certain advanced features or customization options available on the desktop platform, limiting flexibility for teams working on the go.
What problems is the product solving and how is that benefiting you?
Freshdesk stands out as a simple, affordable helpdesk tool that enables organizations of all sizes to strengthen customer relationships and deliver excellent support. One of its key advantages is its accessible pricing. For many small businesses, high costs can be a barrier to exploring advanced support features. Freshdesk, however, offers competitive pricing and flexible plans, making it a feasible solution for organizations looking to enhance their support capabilities without breaking the budget.
Faster
What do you like best about the product?
It's very fast and easy to use, lot's of pernalizations
What do you dislike about the product?
Some limitations inside the automation part especially for follow-up tickets.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
What problems is the product solving and how is that benefiting you?
It helps us manage tickets faster and whit ease.
Excellent & efficient collaboration tool with great analytics to accompany!
What do you like best about the product?
Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool. When there are issues, the customer support team is easy to contact and resolve issues quickly. Using the tool everyday puts a lot of pressure on the need to always be functional - we have yet to have an issue! Having the internal notes capability between agents, forwarding of tickets, and other attributes that can be tagged to a ticket allow for easy searching and aggregating of metrics.
What do you dislike about the product?
The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets.
What problems is the product solving and how is that benefiting you?
Organization of different types of requests or complaints.
Freshdesk is an intuitive platform that facilitates easy learning.
What do you like best about the product?
Freshdesk show you the amount of tickets per days, weeks, months about every agent. Ease implementation and ease to use.
What do you dislike about the product?
Freshdesk does not merge automatically the tickets that are from the same number.
What problems is the product solving and how is that benefiting you?
We can interact with the member with emails and calls
Very useful tool!
What do you like best about the product?
Cost-effective and easy to use. It has helped our startup.
What do you dislike about the product?
Not a particular dislike but improved server activity on smaller memberships would be great.
What problems is the product solving and how is that benefiting you?
Easy use of tickets that help with tracking previous interactions with members.
showing 41 - 50