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Customer Service Suite

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

2,964 reviews
from G2

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

    Tamara G.

Security you can trust

  • February 10, 2022
  • Review provided by G2

What do you like best about the product?
It is so easy to use at first sight you can understand what you neeed, it makes the combination of efficiency consistency in messaging, including email, mobile, etc.
What do you dislike about the product?
It would be great for the free trial to be a month instead of 21 days. as well, it would be great for Enterprise and Multinational Businesses to make unlimited light agents.
What problems is the product solving and how is that benefiting you?
Customer experience is something that businesses rely on nowadays, so Freshdesk let me make a great customer experience that has its direct efficiency on companies revenue.
Recommendations to others considering the product:
This is the best choice of your professional life

    Marllon M.

an extraordinary product

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
The interface is intuitive, and it facilitates us to use different environments and recreates the development of the extremities.
What do you dislike about the product?
freshdesk support uses a lot of automatic responses!
What problems is the product solving and how is that benefiting you?
Call centralization, metrification, advanced automation!

    Rachel V.

It does the job!

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
The ability to track and monitor our customers communications.
What do you dislike about the product?
I do not like the fact that changes are made that effect how the program is used and do not benefit the users. A great example would be that our tickets recently have a scroll bar to be able to view the entire message the customers have sent, this is completely useless and actually makes our jobs harder.
What problems is the product solving and how is that benefiting you?
There are not a lot of problems besides the one I listed above. The benefits are there, tracking contacts, using both chats and tickets. It is definitely worth the cost.

    Farren M.

Our most important bit of software!

  • February 09, 2022
  • Review provided by G2

What do you like best about the product?
We no longer use traditional email. All our staff uses Freshdesk for internal & external communication. This creates ownership & responsibility for every ticket owner while giving us complete oversight on the information our staff are sending and receiving.
What do you dislike about the product?
I wish their mobile app had all the functionality that their web application does.
What problems is the product solving and how is that benefiting you?
It gives us a communication platform for internal & external use, provides oversight while maintaining responsibility & accountability. Additionally, it improves efficiencies and allows us to deliver a better service to our customers.

    Alessio M.

Flexible to our needs

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools.
This means a lot of saved time and guaranteed traceability.
What do you dislike about the product?
We would like an increased customization for customer portal.
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
What problems is the product solving and how is that benefiting you?
We supply digital customer support from different digital channels and origins.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
Recommendations to others considering the product:
Start with a small solution to test and add features to grow to a full scale backend CRM

    Computer Software

Best Ticketing System for SMB Segment

  • February 09, 2022
  • Review provided by G2

What do you like best about the product?
- Ease of use
- Simple UI
- Powerful Workflow Automations
- Integrations
What do you dislike about the product?
There are no specific cons about Freshdesk but the following could have been better:

- Reports
- complex ticket distribution system
What problems is the product solving and how is that benefiting you?
- Managing internal customer tickets
- Ease of maintaining SLAs

    Tushar J.

Solves lot of helpdesk problems for us

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
- Easily manage and track support tickets
- Knowledge repository
What do you dislike about the product?
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
What problems is the product solving and how is that benefiting you?
- Tracking support tickets for our SaaS
- Analytics around the tickets
- Building a knowledge repository for the support agenst

    Syed R.

Best UI, Automation Options & Seamless Intergation

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
Simple to set up - you don't need tech knowledge to set up freshdesk, easy to understand UI helps one to set up automations, email intergations, survey campaigns etc
What do you dislike about the product?
They should have a call support to address critical/urgent cases, raising emails and chatting sometimes becomes irritating when you have complex and critical cases to address.
What problems is the product solving and how is that benefiting you?
Management of emails, multi-channel contact touchpoints, social media cases from play store, Twitter and Facebook, we host our knowledge base with freshdesk, run our app support section and multiple other things.

    Jitesh D.

A bad product. Insanely slow. Does not evolve from tech

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
We like our Account Manager Bhavani's support on each ticket we raise.
What do you dislike about the product?
Very very slow tool.
Analytics are poor.
The loading time of tickets is way too high.
The interface and design of features are so poor that we can't use them for customers.
Latency is a huge issue.
What problems is the product solving and how is that benefiting you?
We answer user queries with Freshdesk.
We haven't seen much of the benifits so far
Recommendations to others considering the product:
Would not recommend to any businesses which needs a faster system to revent to users.

    Kapil R.

At the top

  • February 09, 2022
  • Review verified by G2

What do you like best about the product?
Services, UI, reporting algorithm, never gets down.
What do you dislike about the product?
Delay in support no real-time contact center.
What problems is the product solving and how is that benefiting you?
Auto Merger app and custom install apps
Recommendations to others considering the product:
One of the best on which we can use to get best out of our customers.

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