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Freshdesk Review
What do you like best about the product?
The app integrations are excellent and make handling support call across administrative and technical issues easy, and by extension the lives of our Technical and Customer Success teams.
What do you dislike about the product?
There's not much we have found we dislike. The only things I would mention as hopeful features for the future are greater customization with the ticket views and the ability to respond with ticket templates.
What problems is the product solving and how is that benefiting you?
We operate a SAAS company and handle all of our support calls through Freshdesk. This tool gives us a great amount of time savings.
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Very friendly and knowledgeble helpdesk agents
What do you like best about the product?
Quick responses and intelligent well-mannered communication
What do you dislike about the product?
Email of conversation afterward is very difficult to read
What problems is the product solving and how is that benefiting you?
Solving for requests from over 40 branches, handling that centrally in a timely manner
Assigning Group to specific agent
What do you like best about the product?
The quick response to the question and follow-up once resolved.
What do you dislike about the product?
Just that sometimes it's hard to understand the Freshdesk representative--access very strong.
What problems is the product solving and how is that benefiting you?
Gives our customers one email to reach out to us. Allows us to assign tickets based on that email. Great for pulling reports, etc.
Great product, easy to use, and very functional
What do you like best about the product?
The email alerts are well formed and easy to read. Basic SLA's in the blossom version are spot on, not overcrowding the inbox.
What do you dislike about the product?
Unable to assign a watcher from the contacts list to a ticket or group of tickets. Sometimes the watcher has no technical experience but need to be in on the loop of tickets.
Not able to send a daily summarised email of the tickets due with or without updates.
Not able to send a daily summarised email of the tickets due with or without updates.
What problems is the product solving and how is that benefiting you?
quick oversight of the issues, and how timely the work is been done.
Recommendations to others considering the product:
Be clear of your intentions of use.
Overall, good support platform
What do you like best about the product?
Strong ticket editing ability; easy inline images injection, rich text formatting, pretty good copy/paste from other tools like Word or email. For complex tickets, this is really important
What do you dislike about the product?
Reporting is a bit weak if you want to use metrics that don't fall inside the typical.
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
What problems is the product solving and how is that benefiting you?
externally, helps us manage customer support requests.
internally, helps us manage DevOps cloud hosting requests.
internally, helps us manage DevOps cloud hosting requests.
Amazing Support - extracts more out of it
What do you like best about the product?
24 / 7 support with the Passion of help and let our issue reslove
What do you dislike about the product?
customer portal should be more elaborate we have blossom package its better that we will get one dashboard for our customer where they will see tickets in sequence and their own.
What problems is the product solving and how is that benefiting you?
internal ticketing . within the branches
Recommendations to others considering the product:
yes
Great!
What do you like best about the product?
How easy it is to handle my customers' inquiries. Customer can log onto my website and submit an email. The email is received by our customer support and we distribute the amount of work as necessary.
What do you dislike about the product?
Merging tickets has gotten a bit complex in comparison to the old version of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer service. We take care of our customers through this efficient platform.
Versatile and easy to use
What do you like best about the product?
Very fast for a web based product. Cache of responses and statistics.
What do you dislike about the product?
Mobile application does not give audible alerts some times on new ticket arrival. Audible alerts do not work at all on Motorolla Moto G model.
What problems is the product solving and how is that benefiting you?
Customer support. Managing tickets.
Recommendations to others considering the product:
Go for it
Moved from Zoho assist to Freshdesk
What do you like best about the product?
The company I worked for used Zoho assist the company I am at now uses fresh desk so far I am happy
What do you dislike about the product?
No dislikes at this stage enjoying the experience
What problems is the product solving and how is that benefiting you?
Client logging tickets and our agents can also log tickets we can book time on the tickets witch also helps alot as we can invoice according to the time booked on the tickets
A Powerfull HelpDesk
What do you like best about the product?
Simplicity of setup and awesome support are the two most liked things about freshdesk
What do you dislike about the product?
Absolutely nothing to dislike about this software.
Every user may have certain expectation of more features from system, but that's nothing to dislike..
Freshdesk have a good forum where they accept feature request and work on them.
That's pretty cool
Every user may have certain expectation of more features from system, but that's nothing to dislike..
Freshdesk have a good forum where they accept feature request and work on them.
That's pretty cool
What problems is the product solving and how is that benefiting you?
We are providing financial product support using freshdesk to our customers.
We help our customers with their support request related to using our product or any problems they are facing.
We help our customers with their support request related to using our product or any problems they are facing.
Recommendations to others considering the product:
Highly Recommended
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