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.
Very good
What do you like best about the product?
The platform is flexible and powerful. The user interface offers great customisation possibilities and can be integrated with many 3rd party tools / platforms
What do you dislike about the product?
Some features are still missing, or not implemented
What problems is the product solving and how is that benefiting you?
We improved the quality of our support helpdesk.
- Leave a Comment |
- Mark review as helpful
Robust and easy to use Helpdesk software
What do you like best about the product?
As a non-techy person, this product is very easy to set up and extremely customizable.
What do you dislike about the product?
Almost too robust for our small business
What problems is the product solving and how is that benefiting you?
It has opened up our knowledge-base making solutions more accessible to our customers and the customizable ticket forms allow us to guide the information we get from our customers to serve them more efficiently.
Recommendations to others considering the product:
After researching a few of the free and paid Helpdesk software out there, Freshdesk is a great option for the price and support. They are transparent about what features you do and do not get at each level and will work with you to find the right package to meet your needs.
Nice but we need more feature
What do you like best about the product?
It is easy to use and it is continuously improving. The best part? Their support team!
What do you dislike about the product?
There are still bugs but who am I kidding? I can't expect a technology to be a 100% at all times.
I'd like to make a feature request tho
>Add a field where we can add details about about customer so we don't have to ask them the same information again and again
>I'm not sure if you have a chat support system? I mean, where we can use to chat to our customers? The current system we're using is not so good :(
>a tracker for the agent. For example: the admin will be able to see the time when the agent logged in and out, the tickets that the agent replied, added notes or even visited
I'd like to make a feature request tho
>Add a field where we can add details about about customer so we don't have to ask them the same information again and again
>I'm not sure if you have a chat support system? I mean, where we can use to chat to our customers? The current system we're using is not so good :(
>a tracker for the agent. For example: the admin will be able to see the time when the agent logged in and out, the tickets that the agent replied, added notes or even visited
What problems is the product solving and how is that benefiting you?
I'm not the owner of the business, however, I suppose it makes the communication much easier (of course!)
Start Fast and Expands As You Grow
What do you like best about the product?
Easy to set up and learn. As you need to adjust you are not locked in to initial decisions. The service is easy to pick up and learn yet still provides plenty of power options that put agents in a position to support the customer.
For management and managers, the reporting features truly keep you in touch with the health of your helpdesk.
Connecting with their support has always resulted in quick and accurate answers.
Their "Team Huddle" feature has really helped connect our remote support teams to their team leader to get resolutions without escalating the ticket.
For management and managers, the reporting features truly keep you in touch with the health of your helpdesk.
Connecting with their support has always resulted in quick and accurate answers.
Their "Team Huddle" feature has really helped connect our remote support teams to their team leader to get resolutions without escalating the ticket.
What do you dislike about the product?
Lack of multi-instance support for large enterprises. As a large enterprise, we have five different instances running in different functional areas (for example customer service and accounts payable). It makes sense for these groups to be on different instances because they don't share workflows but managing them as separate pockets mean we may not be able to realize any organization efficiencies where workflows could overlap.
What problems is the product solving and how is that benefiting you?
Customer Support and Engagement. We have been running Freshdesk for three years now to handle our feedback and chat support on our content platform. We reserve chat for administrators and offer the feedback widget for anyone. We also use their Solutions option to offer suggested solutions on the feedback widget. We have seen a significant shift away from using the "E-mail" option for the Feedback Option. This is good as it gives us an opportunity to present the suggested solutions articles.
We have used a Solutions article in conjunction with our marketing team to communicate major updates to the platform. This has had a great impact on making sure support tickets that are raised as a result of this communication can be directed to the proper team instead of just going into the general email ticket queue.
We have used a Solutions article in conjunction with our marketing team to communicate major updates to the platform. This has had a great impact on making sure support tickets that are raised as a result of this communication can be directed to the proper team instead of just going into the general email ticket queue.
Recommendations to others considering the product:
Started with a focus on SMBs and growing into Enterprise. It can be a platform for your support as it connects with numerous apps, you can build your own, and it has a good API.
Great Product
What do you like best about the product?
Being an extremely organized individual, I really like how Freshdesk has multiple ways to maintain order. There are tags, and custom drop downs to categorize tickets as well has really handy due dates to keep my work flow in check.
What do you dislike about the product?
At first I disliked the Mint experience, but have since grown to love the more modern look of it.
What problems is the product solving and how is that benefiting you?
We were looking for a central place to organize all customer service inquiries. After starting out this way, we then put Freshdesk to use in other ways, like the pipeline we've created for customer follow ups, and storing and organizing training documents in a central space for all employees to view.
Overall, Freshdesk has been simple and great.
What do you like best about the product?
Clean. Simple. Allows good, direct communication with clients. Good for tracking and managing.
The one time I had an issue, support was timely, kind, understanding, and looking to resolve the issue.
The one time I had an issue, support was timely, kind, understanding, and looking to resolve the issue.
What do you dislike about the product?
I haven't had an issue with Freshdesk at all.
What problems is the product solving and how is that benefiting you?
IT services at a university. Used for ticket management and reporting issues in a means to be able to record and later view.
Adding Agents
What do you like best about the product?
easy and quick assistance. Helpful representatives
What do you dislike about the product?
Some of the report fields are difficult to know exactly where the information if being pulled from
What problems is the product solving and how is that benefiting you?
Warranty and technical questions about our product
90% there!
What do you like best about the product?
Freshdesk does most things that our support team needs. Be able to insert a solution into a ticket is great!
What do you dislike about the product?
The Solutions area could use some work. We find it hard to post videos there without a lot of extra work, and the formatting of the text seems odd.
What problems is the product solving and how is that benefiting you?
Managing tickets and creating a Knowledge Base/Forum. Customers like being able to track tickets better.
Good Customization
What do you like best about the product?
The automatons and triggers makes managing our ticketing system easier.
What do you dislike about the product?
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
What problems is the product solving and how is that benefiting you?
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Practicality
What do you like best about the product?
I really like the convenience and agility of communicating with tickets.
What do you dislike about the product?
Right now I have nothing to complain about.
What problems is the product solving and how is that benefiting you?
I'm solving customer service
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
showing 1,761 - 1,770