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.
Implementing Freshdesk
What do you like best about the product?
The best part about Freshdesk is how user friendly it is, very seemless.
What do you dislike about the product?
There were a minor few communication issues, but all in all it was fine.
What problems is the product solving and how is that benefiting you?
Able to have all tickets in one place, and delegate them out accordingly.
- Leave a Comment |
- Mark review as helpful
Good features, good support
What do you like best about the product?
I like the pricing and features. And they kept us on the very first plan.
What do you dislike about the product?
The freshdesk roadmap is not clear for each plan.
What problems is the product solving and how is that benefiting you?
One number for each support ticket.
Amazing customer support
What do you like best about the product?
FreshDesk support is always available, all support agents are amazingly friendly, knowledgeable and willing to help.
What do you dislike about the product?
There is nothing I dislike about FreshDesk support, I have been very happy with their service
What problems is the product solving and how is that benefiting you?
Adding customized tickets for reports, adding secondary support emails, troubleshooting
The Interface is Great Only Exceeded by Customer Support
What do you like best about the product?
I love the clean look of the original interface and the new Mint interface continues that same commitment to quality. I also find the fact the customer service to be very responsive, knowledgeable and helpful.
What do you dislike about the product?
That you cannot blacklist a specific inbound email address. I love the fact that you can create special inbound email address on the fly (e.g. test24@mydomain.freshdesk.com). But it would be great if there was a way that one of those inbound emails could then be turned off to not even generate a ticket. We have probably nearly 200,000 spam emails that were created when one of our inbound emails got compromise. I know I can set up rules to immediately mark as spam, but it still creates a ticket.
What problems is the product solving and how is that benefiting you?
Tracking of tickets auto generated by software in our system. Managing feedback from people about the product. Tracking requests for feature enhancements.
Recommendations to others considering the product:
Look at your agent cost when figuring out how to use this. Although it is possible to share agents it is not recommended and gets confusing.
If you need better support, try Freshdesk
What do you like best about the product?
From the very beginning, I liked the simple and quick installation. There is also the possibility of multi-channel support (e-mail, phone, chat, social networks, messengers etc). There is support for several languages and time zones (for us this was critical, since we have several support departments). Also from mobile devices, you can get a quick overview of the whole situation, with access to all tickets with filtering and notifications. It helps me to be always up to date on all matters.
What do you dislike about the product?
There are minor comments on the usability of the interface, but they are minimal, so I will not even mention them. The service is excellent.
What problems is the product solving and how is that benefiting you?
We are very pleased that we started to use Freshdesk. The whole process became fully automated, which saves time for our agents. As a manager, I really like the powerful reporting and complete statistics of our help desk.
Recommendations to others considering the product:
Freshdesk is offered at an affordable price and free of charge for three agents. Therefore, you can easily try this service. Personally, I recommend it.
Brilliant Customer Service
What do you like best about the product?
Response time of customer service when dealing with a query
What do you dislike about the product?
Nothing - its perfect for our company and its needs
What problems is the product solving and how is that benefiting you?
We have been able to monitor the telephone service we supply for our customers and understand areas in need of refining and training for the staff.
Recommendations to others considering the product:
It's brilliant for a small company in need of a helpdesk ticket software.
Not only tickets system
What do you like best about the product?
The possibility to have a multi-guests and teams management in addition to be capable of recording international incoming calls for sales or support queries.
Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless.
Freshdesk has been an asset for managing tickets with teams not being in the same office nor on the same time zone. You can efficiently track all the different activities and pass on the information from a user to another one or to a group of users. The emails managed then decrease and so the time spend to deal with X emails on a monday morning. Sharing information and data becomes all of sudden easier and seamless.
What do you dislike about the product?
The automation in the emails treatments could sometimes be tricky to manage. A customer sending a ticket could have an automation of "proposed solutions" matching some keywords in the ticket, this awaiting for an agent to pick it up.
We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that...
We've recently had issues with Freshdesk and after a month it is impossible to have an answer. We are astonished by the poor quality of support provided. Since they provide a support and tickets management system how ironic is that...
What problems is the product solving and how is that benefiting you?
Instant management of the customers issues with the Chat facility in addition to a good track and reporting in order to maximize the staff efficiency.
An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team.
The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention.
An improvement could also be the achievements for the team in order to get a higher recognition of the tasks done and build this in the bonus scheme of the team.
The reports section could underline better the origins of the requesters and tickets in order to have a better understanding of the different locations that could require a better attention.
Recommendations to others considering the product:
Freshdesk is looking after having a good and strong evolution and so their system always tend to listen to customers needs and so improve itself
Smooth application with excellent customer interaction/collaboration features
What do you like best about the product?
Customer collaboration is easy to manage and ensures smooth resolutions when things go wrong
What do you dislike about the product?
limitations on reporting, functionality within the ticket auto assign
What problems is the product solving and how is that benefiting you?
Customer service management, issue resolution
Recommendations to others considering the product:
Manual workarounds required to achieve full functionality, however support on hand to assist where possible
Consolidating streams to get a handle on service desk
What do you like best about the product?
The best thing about Freshdesk is that all my clients' issues are centralised and I can look at both the big picture for my companies support resource requirements, and individual client portfolios/ticket type breakdowns. I can pick and choose work streams, daily focuses, ensure i'm on top of priority tickets and SLAs, and capture common issues which helps to steer priorities for our development team.
What do you dislike about the product?
Sadly, while the agent view is top notch, and has loads of detail, the client side view (customer portal) is sometimes too simplistic. They don't always see what we see in terms of ticket status and in particular there is no date-time stamp on responses in conversation threads which can pose a big issue when SLA discussions arise on long standing tickets (client can see we responded but cannot see when this was) .
What problems is the product solving and how is that benefiting you?
Multi-client software and operational business support in the energy industry.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
High level overview allows us to truly see the bigger picture and provide the correct resource and priority to the right areas at the right time, whether that be real time system failures, or large scale bugs.
Recommendations to others considering the product:
Market leading ticketing system with some helpful reporting built in and customisable ticket fields and dispatcher/observer rules for triage
Simple and easy with alot of growing potential
What do you like best about the product?
Easy of everyday use and the customer/users have no issues either.
What do you dislike about the product?
Adding additional features can be a little confusing.
What problems is the product solving and how is that benefiting you?
More precise logging and tracking
showing 2,281 - 2,290