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Support and deployment specialist Cloud solutions
What do you like best about the product?
The interface is user friendly and it's easy for agent to adapt
The report section is easy to use
The report section is easy to use
What do you dislike about the product?
Not using Mint interface yet :
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
Latency and bugs for example when trying to merge ticket.
Search isn't optimized and we are unable to filter search results.
Interface bugs when sometimes the menu doesn't show correctly.
What problems is the product solving and how is that benefiting you?
Support service
Recommendations to others considering the product:
Really a great tool.
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Perfect application
What do you like best about the product?
I like the way this is designed and built. Within minutes you can create a portal. Easy to configure and a great ultra fast support team. Special applause for the support I got from them.
What do you dislike about the product?
Nothing much to dislike as far as my usage is concerned.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is simple to manage tickets. It removes a lot of burden.
No frills, easy to use customer support ticketing.
What do you like best about the product?
A great way to manage a shared customer service inbox and manage multiple support tickets amongst multiple staff.
What do you dislike about the product?
Dated look and feel. Having to refresh to see updated tickets. Lack of collision detection on lower plans.
What problems is the product solving and how is that benefiting you?
Shared customer service inbox and ticketing system.
Good Support system
What do you like best about the product?
It's very intuitive and easy to use. You can customize and have different portals to target different clients and manages all in one place, also it support different languages. Have great integrations, like Jira, so you can work with different departments and track the status of the issues reported by different clients.
What do you dislike about the product?
The report section needs to be more robust. Right now, it gives you just predefine fields. I would like to create my own reports with the data in the system.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
The mobile app doesn't allow you to manage the live chat, only the help desk tickets.
What problems is the product solving and how is that benefiting you?
We were trying to find a support system that allows us to manage tickets, chats and different self-service portals. Freshdesk had all the features we need it for a great price. Also, we need it a system that allows different integrations with other systems like SalesForces, Jira, Zap, etc and this system has decent plugging for that. Since we need it different types of portals (different branding) for different types of customers FReshdesk was a great option.
Recommendations to others considering the product:
It's a great product. However, if you need an amazing "Live Chat" system that allows you to manage your incoming chats for different devices, like mobile, maybe this won't be the right fit for your business.
Great for our Digital Support Team
What do you like best about the product?
As a manager I can pull reports very easily and at a glance see what emails the team are working on, and what's in the inbox.
The Help Centre allows you to quickly prepare and publish articles and the WSIWYG editor is very intuitive.
The reporting really is very good.
The Help Centre allows you to quickly prepare and publish articles and the WSIWYG editor is very intuitive.
The reporting really is very good.
What do you dislike about the product?
Recently Freshdesk changed to a new UI "MINT" which isn't as intuitive (for me) as the previous UI. Tags for example (which allow you to easily search reports) aren't in an intuitive place and get missed.
What problems is the product solving and how is that benefiting you?
Reporting on email workload. "We're receiving loads of emails" is now "We receive on average 40 emails a day and had a 43% increase in emails in February". This has helped us be able to request assistance from another office in the US to work on this following the sun.
Recommendations to others considering the product:
Cheaper than their call centre competitors and very easy to customise and use.
Freshdesk
What do you like best about the product?
It gives me a very clear view about which tickets need to be answered first etc.
What do you dislike about the product?
It seems like my colleagues working in other countries don't see the same tickets that needs to be resolved first. We don't know how we can be sure that everyone sees the same when working in freshdesk
What problems is the product solving and how is that benefiting you?
It helps us helping our customers.
A Modern Helpdesk System
What do you like best about the product?
Modern interface which has all the information you require in one place, if it is not presented on the dashboard, you're only a few clicks away from where you want to be.
What do you dislike about the product?
I wouldn't say dislike but rather it could be improved if the dashboard was customiseable. The plus is side that I fed this back to freshback and they have acknowledged the feedback
What problems is the product solving and how is that benefiting you?
Helpdesk, easy to use.
usable
What do you like best about the product?
I'd like to say that , and give feedback, customer specific groups
What do you dislike about the product?
time roports not in excel format, just CSV
What problems is the product solving and how is that benefiting you?
IT issues
Easy and user friendly portal
What do you like best about the product?
Freshdesk has a very user friendly and easy to use portal and also it has Excellent technical support
What do you dislike about the product?
Nothing is perfect and every company needs more and more improvements
What problems is the product solving and how is that benefiting you?
IT Support related tickets
Recommendations to others considering the product:
Freshdesk is very easy and user friendly portal for tickets and their technical support is excellent
easy to use and cheap
What do you like best about the product?
The platform is quite easy to use even for inexperienced users.
The free version covers the main requirements, so you do not have to pay anything for a simple CS.
So far we are completely satisfied with the solution.
The free version covers the main requirements, so you do not have to pay anything for a simple CS.
So far we are completely satisfied with the solution.
What do you dislike about the product?
I can not think of anything negative at the moment
What problems is the product solving and how is that benefiting you?
Optimizing the efficiency of customer service department
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