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Customer Service Suite

Freshworks Inc. | 1

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External reviews

2,963 reviews
from G2

External reviews are not included in the AWS star rating for the product.


    Information Technology and Services

Very good ticketing system

  • April 30, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk is a very complete solution for those who are looking for a simple software for management of your tickets.
What do you dislike about the product?
Some features are missing if you compare it to other competitors, but overall its a good software.
What problems is the product solving and how is that benefiting you?
Management of tickets, organization problems
Recommendations to others considering the product:
Its a very good software. Give it a try!


    Computer Software

Best customer oriented cloud based helpdesk

  • April 29, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk is best cloud based helpdesk that aides in building customer feedback which are managed in form of tickets / calls thus helping us to know our customer better.
It integrates with emails, outlook , calender and user interface is very good and simple to understand, it adds on ability for customers to marks their tickets as completed .
Customer can directly chat with support staff and acknowledge their issues are handled at priority.
What do you dislike about the product?
Nothing in common but notification process needs to be improved and for advance fearures price is not on higher side , we are at blossom level earlier.
What problems is the product solving and how is that benefiting you?
Through freshdesk we have categorised issues / tickets /customer issues as internal variance , customer variance , production issue and change orders which helps us to prioritise our work and provide better work to customer and getting their feedback via providing live updates
Recommendations to others considering the product:
In order to manage customer and their issues simply freshdesk is best .


    avijit k.

Amazing automation of ticket handling process!

  • April 29, 2019
  • Review provided by G2

What do you like best about the product?
It has made tjhe ticket handling a breeze. Before this, our organization didn't have any standard ticket and request handling platform in place and that was really a painful process. But ever since we started using freshdesk support for automation of ticket creation and handling process, we have never looked back!
What do you dislike about the product?
I really don't dislike anything here. Just that not all services are available unless u pay and that is pretty much justified for how extensive this tool is, so in all I really like this.
What problems is the product solving and how is that benefiting you?
We have been using this to automate the ticket handling process in our organization via a slack channel and also via calling integration.
Recommendations to others considering the product:
It is an amazing way to get work done on the support side. Your team would love the automation and slack integration.


    Individual & Family Services

Good functionality but not great interface

  • April 28, 2019
  • Review verified by G2

What do you like best about the product?
I really like the different tags and labels for the incoming tickets, makes it really easy to identify each query . I also like the fact that you can assign tickets to different agents . The fact that you can do temp passes for users who won't be accessing it a whole lot is also nice.
What do you dislike about the product?
Sometimes the system is delayed or fails to show all the tickets, it also seems like the search function is very hit or miss. The mobile app can be quite glitchy at times, like for example, the notification only work sometimes.
What problems is the product solving and how is that benefiting you?
We're streamlining our different customer queries into one inbox , we provide different services that come with different emails our clients can reach out to so this makes it a lot less complicated.


    Information Technology and Services

Freshdesk is okay.

  • April 28, 2019
  • Review provided by G2

What do you like best about the product?
The views are very clean. You don’t have to worry about finding stuff because the page view looks clean and neat.
What do you dislike about the product?
Inefficient. Freshdesk splits tickets all the time. Sometimes the system will hoard tickets and then we get them all at once about a day late too.
What problems is the product solving and how is that benefiting you?
The ability to pull report for customer service inquiries.
Recommendations to others considering the product:
Use it they’re honestly working on it.


    Josh V.

Better than Zendesk

  • April 27, 2019
  • Review verified by G2

What do you like best about the product?
Without being overwhelming, Freshdesk is very customizable. It doesn’t look like a product that’s been used by call centers or developed by engineers in the late 90s. It does look fresh, it has the features we need, and they’re very active about implementing helpful updates.
What do you dislike about the product?
You must get a third party developer if you want your help center (customer facing KB) to look good. Their built-in configurator is very limited - CSS knowledge required.
What problems is the product solving and how is that benefiting you?
Freshdesk always allows us to export raw data and involve our analytics team to make discoveries about our customers and their journey.

Freshdesk has allowed us to serve a very high volume of customers with a very small staff due to its focus on operational efficiencies.
Recommendations to others considering the product:
Consider the ease of integrations with other software, the slight lack of build-your-own reporting tools, and cost.


    Health, Wellness and Fitness

Omni Channel Tool for the E-Comers Companies

  • April 27, 2019
  • Review verified by G2

What do you like best about the product?
First thing i would like to highlight is this is the best tool for the e-comers site for the helping of the customer queries in a really soft and professional manner.
What do you dislike about the product?
the thing i wouldn't like this could could be even better in terms of the operations part and make sure that the operating tools may have some options along with the enhancement tool.
What problems is the product solving and how is that benefiting you?
It is impacted a very wast in terms of the professional queries for the most of the E-comers companies around the global.
Recommendations to others considering the product:
I will strongly recommend use the freshdesk software rather than communication in terms of any other hops and all, It will make sure that your professional information is in a proper way & secured


    Information Technology and Services

Cloud based customer helpdesk application

  • April 26, 2019
  • Review provided by G2

What do you like best about the product?
This is a good helpdesk application for all type of business. It helps in monitoring workflows in our organisation.
What do you dislike about the product?
License fee is little bit higher than other vendors. Rest everything is good.
What problems is the product solving and how is that benefiting you?
Freshdesk helped in monitoring the workflow. We got updates on email regarding the ongoing customer tickets. This improved the customer relationship.


    vanessa b.

The best platform for customer support.

  • April 26, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk is a tool that helps to create and strengthen the company-client relationship with support software, because to achieve success the company must provide and make sure that the customer is satisfied with the services. Therefore, the application of the same gives the entrepreneur and his team greater productivity and efficiency, multi-channel management and increase customer satisfaction. Consequently, you get more profit and more customers. The same can be used for ticketing, chat support, telephone, email and mobile applications, as well as scenario automations. In freshdesk you have everything to delight your customers is easy to use, quick to set up, makes your team happy and involved.
What do you dislike about the product?
Freshdesk is a complete customer support tool, innovative and always up to date, adapting to the needs of the user. For these reasons, there were no negative points to be discussed
What problems is the product solving and how is that benefiting you?
Freshdesk is used for customer support, face-to-face and online service, increasing customer satisfaction and self-service. Bringing as a profit increased productivity, customer satisfaction, engagement in the company and obtaining more customers.
Recommendations to others considering the product:
Freshdesk is complete and meets the requirements giving total customer support, being easy to handle, with the possibility of face-to-face and online service, promote increased customer satisfaction and self-service. Providing greater productivity, customer satisfaction, engagement, increased profitability and obtaining more customers.


    Consumer Goods

Simplifies customer service management

  • April 24, 2019
  • Review verified by G2

What do you like best about the product?
Freshdesk is a tool that allows us to efficiently manage customer service. It allows you to register and prioritize incoming queries from various channels -phone, chat or mail- and automates the assignment of tickets to agents.
The user interface is attractive and intuitive.
Customization features allow us to tailor the system Freshdesk the workflow.
Reports collect data that help us determine problems and information regarding the flow of tickets in periods.
What do you dislike about the product?
Nothing disgusts me about this software. Currently the software allows us to optimize the management of problems and to distribute the workload of agents.
What problems is the product solving and how is that benefiting you?
It is essential to keep organized workflow of customer service area. The collected information is useful to evaluate the performance of our support team. It helps us respond more quickly to user problems and complaints. It is very efficient.
Recommendations to others considering the product:
It is a great option to respond faster to the queries of your customers.