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VP Professional Services
What do you like best about the product?
Product: very intuitive and ready-to-go with almost ZERO efforts.
Support: is great, the immediate and professional response is highly appreciated
Support: is great, the immediate and professional response is highly appreciated
What do you dislike about the product?
Sometimes, it takes several cycles until i am able to explain what is the issue, but i would not attribute it solely to the Support team, maybe i should provide more details on the nature of the problem.
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
It will be great to have someone to contact the Customer (me), to clarify the issue over the phone
What problems is the product solving and how is that benefiting you?
Tracking and Managing tickets of my Customers.
Tracking and Managing tasks of my Team
Tracking and Managing tasks of my Team
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Switch to the Mint Experience
What do you like best about the product?
You are able to return to old platform if preferred. Excellent priority filter.
What do you dislike about the product?
You are not available to take calls till you upgrade Freshcaller. The search option within the platform does not always find the ticket I am searching.
What problems is the product solving and how is that benefiting you?
Dashboard, tickets, chat and calls organization, reports, and distribution. Emails from different marketplaces are being consolidated and answer with the same response time.
Recommendations to others considering the product:
Feel free to use support or contact Freshdesk team anytime, they are always great assistance and available to help you.
Easy to Navigate and Multi Functional
What do you like best about the product?
Freshdesk is easy to understand and to navigate. My favorite feature is being able to respond to emails while managing a live chat. On chat, I can also see where my customer is located, state or country, along with the product they are viewing while chatting with me. Best feature ever!
What do you dislike about the product?
The only thing I semi dislike is the search function. Their are a few options to search by, contact name, email, ticket rather then just having one global Freshdesk search.
What problems is the product solving and how is that benefiting you?
Freshdesk is our main communication line between our company and our customers. All emails, questions and orders run through Freshdesk. This allows our department and company to easily access activity and communications in case we are short staffed or we have staff out on vacation.
Recommendations to others considering the product:
Definitely do a trial. If you use chat, I am sure you'd be happy with this company.
HelpDesk Software for Small Business is called FreshDesk and You Need it More Than You Know
What do you like best about the product?
FreshDesk enables ticket processing and has an excellent ticketing, assignment and escalation system. The solution enables a knowledgebase that keys off requests for information or a contact and shows articles that enable customer self-service. This is a key element to the tool suite. The reporting is excellent and the integration between FreshDesk and CRM enables single view of the customer, satisfaction tracking and apostle identification.
What do you dislike about the product?
Everything requires SSL/TLS today. Security is important. If you use CNAME records to redirect to a subdomain, you will need to purchase an SSL certificate that is $190 a year. Most SaaS forms offer that for free but not so with FreshDesk.
What problems is the product solving and how is that benefiting you?
Customer self-service using knowledgebase, extending SEO using knowledgebase, tracking customer satisfaction and identifying apostles through tickets, accelerating responsiveness to customers and driving brand value.
Recommendations to others considering the product:
Freshdesk is really a great asset for small business owners. With a little help from someone building your knowledgebase, you can have customers self-serve on routine questions and improve your productivity by 10 20 or even 30%. Freshdesk helps you not "chase your tail" on every service inquiry AND it enables customer satisfaction tracking and integration to CRM to help you identify your apostles and referrals.
Great platform for organizing support tickets
What do you like best about the product?
Easy to categorize tickets. We like that we can edit the subject line. This feature makes it easier for us to link the ticket to an existing order number in our main system.
What do you dislike about the product?
The search function could use improvement. It would be great if searching for keywords would display the most recent tickets first.
What problems is the product solving and how is that benefiting you?
Visibility for management to see whether or not a customer's inquiry has been handled properly.
Help desk experience improvement
What do you like best about the product?
The user interface is user-friendly and intuitive. The features and settings from an administrator point of view are excellent. It does not require specific technical knowledge
What do you dislike about the product?
The filters in "tickets" sometimes a bit confusing. It is difficult to distinguish between the "supervisor" and "observe" options, not very obvious. The dashboard is good but could be even more developed including allowing connection options to other apps to integrate other indicators and have a global dashboard for our help desk.
What problems is the product solving and how is that benefiting you?
IT user support requests. Benefits : A better engagement of our teams (agents), a greater autonomy of our users. The ability to track our performance and build a knowledge base.
Recommendations to others considering the product:
Time to markets is impressive ONLY if a serious scoping is made upstream.
Freshdesk - Great user experience
What do you like best about the product?
The swift response when making contact with their support teams. Also the details that you are able to gain from the reports functions as an administrator. From a user perspective it helps to manage within our company work floe for teams and monitor their progress.
What do you dislike about the product?
Nothing currently and I have been using Freshdesk for nearly 5 years now with 2 separate companies
What problems is the product solving and how is that benefiting you?
We can identify areas that need improving with in our departments to enhance the customer experience for example in Customer Service teams.
Also enables us to see how efficient our teams are and set SLA that stretch the teams but that are still achievable
Also enables us to see how efficient our teams are and set SLA that stretch the teams but that are still achievable
Tech Ops Engineer
What do you like best about the product?
Can rack email easily with freshdesk...
What do you dislike about the product?
Some basic functions are only available in the higher price version
What problems is the product solving and how is that benefiting you?
got way to track the communications with customer and client.
time saving and better management
time saving and better management
Five years customer and counting
What do you like best about the product?
The redesign is looking sharp and we love the value for costs
What do you dislike about the product?
Nothing really. We do not use all features, which is a pity, but it is working good for years.
What problems is the product solving and how is that benefiting you?
Helping customers more efficiently. We reduce wasted time.
Great service and very accessible
What do you like best about the product?
The platform is very straight-forward, which makes creating tickets simple. The feature to check the status of tickets helps keep my work organized. When I recently has a problem receiving FreshDesk emails, the FreshDesk agent with whom I emailed was quick to respond and was very thorough.
What do you dislike about the product?
I recently had a problem where I wasn't receiving certain notification, however the issue was resolved.
What problems is the product solving and how is that benefiting you?
I use FreshDesk to make inquiries for work-specific problems. My tickets are answered by internal specialists that use the service instead of email.
Recommendations to others considering the product:
FreshDesk is a great service when users are familiar with how the product works.
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