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Simple Straight Forward Support Software
What do you like best about the product?
I like the UI. It's easy to navigate, not to mention their API integreation with Pivotal option. It makes my job as support so much easier to turn a trouble ticket over to development in just a few simple clicks.
What do you dislike about the product?
I do wish that I could add existing Pivotal stories to user tickets under Pivotal Tracker (instead of dropping a private note with a link). Sometimes we have multiple tickets with the same problem and have one story, but the only option is to create a new story.
What problems is the product solving and how is that benefiting you?
Customer support issues. They can either create a ticket through a link or email our support address directly to create a new ticket. It's easy to follow the history of a ticket or user and look at common problems with tag features.
Recommendations to others considering the product:
I would definitely recommending trying it out to see if it works for youur buisness.
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Excellent, very easy
What do you like best about the product?
The ease with which the platform was provisioned to my needs and the integration with Azure Active Directory allowed me to deploy a much simpler solution for my users to authenticate on the platform. Speed plays a very important role, generating a lot of value for our users. Also, the great possibility of integration with other tools (in our case, the Microsoft world). Lastly, what I liked the most was that users can send their requests from the same email, thus avoiding having to teach them a new platform, training, support, and deployment... This ensures that a very high percentage of users, even the VIPs of the organization, can submit a request to the technology area without having to resort to other means that deviate from the single point of contact with us. In conclusion, all the experience invested in this tool is strategic, valued, pleasant, and defended for an organization like ours to continue implementing and growing with it. We still have the opportunity to implement this tool for other areas that are not IT, but other support areas for the organization.
What do you dislike about the product?
so far I have no complaints or dissatisfaction with the tool. everything has been a good experience.
What problems is the product solving and how is that benefiting you?
The only point of contact for my users, I manage from my mobile device, integration with the API to my Microsoft Teams.
Recommendations to others considering the product:
Evaluate whether the natural strategy of Freshdesk Helpdesk aligns with the strategy of the Technology area. It can be demotivating to set up an entire scenario or almost adapt this great tool, which involves time and effort from your work team and the organization, if users or leaders do not adopt it, do not take it.
Makes work easier
What do you like best about the product?
How well the app is organized and information is displayed
What do you dislike about the product?
Cursor placement on a new email is at the end of the email instead of the beginning
What problems is the product solving and how is that benefiting you?
Email answering
FreshDesk stays Fresh in your head
What do you like best about the product?
The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.
What do you dislike about the product?
There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.
What problems is the product solving and how is that benefiting you?
I'm using it to help users understand how to use our product, troubleshoot minor issues.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
Recommendations to others considering the product:
If you have this product setup right, and with the right apps you can go ahead and use this to its full potential.
Fresh Desk Ravs!
What do you like best about the product?
Ease of access for employees and agents.
What do you dislike about the product?
At this point nothing. Support is great!
What problems is the product solving and how is that benefiting you?
Integration of third-party apps is easy which increases workflow processes. Ease of access with SSO.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Recommendations to others considering the product:
Utilizing Fresh Desk has increased automation and workflow. If you have an employee population that is located across the globe, Fresh Desk is the answer! We also utilize Fresh Desk to gather several types of metrics and trends within our company. White branding is also very simple to utilize,
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
Good for our help tickets
What do you like best about the product?
I like that it organizes the help tickets by dept.
What do you dislike about the product?
Frequently the freshdesk site will be down (about once every 2 weeks or so).
What problems is the product solving and how is that benefiting you?
Help tickets for everything from software bugs to shipment issues (we are a shipping company).
Easy to use UI, informative and valuable reports
What do you like best about the product?
The reports on a company wide/group wide basis is clean, informative and gives me the information I need to keep track of my groups performance.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
What do you dislike about the product?
I miss a user spesific dashboard, that in addition to "My Open and Pending Tickets" also shows you a summary of discussions you have been tagged in, along with a clear notification on notes that might have been added to your cases. I would also like to see the default sorting being by last action, not date created. We have agents who's main work is not within Fresh Desk - that would benefit greatly from having a quick update dashboard, that shows KPI's on Open cases, last discussions/tags and the task list.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
What problems is the product solving and how is that benefiting you?
We are running our customer support trough Fresh Desk - both on Infrastructure and Development (bugs, issues, questions). We also set up reporting from services to be sent directly to Fresh Desk.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Recommendations to others considering the product:
Easy to use, good reports - many plug-in possibilities
Fereshdesk is AWESOME!
What do you like best about the product?
Simple fast effective ticketing system. It ticks all the boxes and makes our lives much easier.
What do you dislike about the product?
Nothing comes to mind I genuinely have no issues with any of the parts of the system I use it just does its job and does it very well
What problems is the product solving and how is that benefiting you?
Service request management for a technical support helpdesk. Manage and monitoring workflow
Quick Response and Held Accountable!
What do you like best about the product?
Support made sure there was a ticket opened even though I wasn’t able to reproduce the error I was having and she was quick on responding as well.
What do you dislike about the product?
The ticket fields are ify but I need to get with a rep about those things and ask questions.
What problems is the product solving and how is that benefiting you?
All kinds. IT and supporting other products.
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