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Freshdesk

Freshworks Inc. | 1

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External reviews

2,963 reviews
from G2

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


    Building Materials

Great Product, Great Support

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
Ease of use, customization, and the support is fantastic.
What do you dislike about the product?
I'd like the opportunity to build custom reports and customize the dashboard based on user account.
What problems is the product solving and how is that benefiting you?
We use it for logging and processing IT tickets, Marketing requests, and Customer Service. With this product, we have more visibility into our daily operations, we can better identify issues, and improve planning. It also allows us to improve our customer experience by allowing our Customer Service team to respond to requests more quickly.
Recommendations to others considering the product:
This system is far superior to other help desk products i've previously used. It's easy to use and administer, and has a ton of functionality. Buy this product.


    Information Technology and Services

I have tried other support ticket platforms and keep coming back to Freshdesk

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
It's Free and I can customize to my business.
What do you dislike about the product?
Wish I could afford more plans. I am not sure how to use chat feature.
What problems is the product solving and how is that benefiting you?
I keep all of my support tickets in one place and organized. My clients are very happy with it. I have also starting using tags and just recently the merge and custom field tags. I also export these fields into reports for my clients.


    Evan K.

The most modern way to do ticketing

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
We use fresh-desk in a way that it was not intended to be used and it is flexible enough to accommodate our needs!
What do you dislike about the product?
FreshWorks fragmented themselves into several different companies and at times it can be difficult dealing with several different product reps, this does seem to be getting better however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage and track workflow in a 3D printing lab, its flexibility has allowed us to custom tailor the product to meet our needs.
Recommendations to others considering the product:
Just give the free trial a try, what do you have to lose? there is also no time restriction so you can play with the features for as long as you need before you make a decision.


    Erik L.

Easy and excellent

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
easy to use, great support, very easy to integrate
What do you dislike about the product?
nothing, very few hurdles, nothing that we needed to overcome.
What problems is the product solving and how is that benefiting you?
Support department for IT solution
Recommendations to others considering the product:
easy to use, easy to integrate


    Brigita M.

Freshdesk

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
Freshdesk has a lot of features, and while we're not using all of them, the ones we do use make my life easier. Canned responses, Insert a solution, etc.
What do you dislike about the product?
The only thing that I disliked may be resolved in the 'mint' upgrade. When tickets come into our queue, sometimes the person submitting the request has chosen the wrong 'group'. We want to be able to view the open tickets, and quickly pick the correct group (without assigning it to an agent) just have the correct group designated so that the open ticket will appear in the filtered list.
What problems is the product solving and how is that benefiting you?
Customer support is more expedient.


    Martin P.

Generally very efficient and fits the our requirements

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
The interface is user friendly and works efficiently pretty much all the time and allows for required functions in a helpdesk requirement.
What do you dislike about the product?
A few limitations in customisation in layout etc. and audit trail doesn't always cover all changes in enough detail.
What problems is the product solving and how is that benefiting you?
Using it as the main tool in a helpdesk function, logging incidents, requests and managing project work.


    Information Technology and Services

Easy to use tool

  • April 20, 2018
  • Review provided by G2

What do you like best about the product?
The possibility to prioritise tickets and link SLA's to it
What do you dislike about the product?
The lack of good reporting tools to enable follow-up of agents
What problems is the product solving and how is that benefiting you?
Software and hardware issues.


    Phil F.

Excellent ticking and knowledge system

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
Ability to log tickets on behalf of clients via either the web portal or my mobile devices, in addition to this I have the ability to create knowledge based articles either based on tickets or just general requirements to allow my customers to view these prior to logging a ticket, which helps them get to a resolution more quickly or at least cover off the basics of troubleshooting.
What do you dislike about the product?
I had an issue with the mobile application that stopped working at some point, raised a ticket and FreshDesk were more than happy to help me resolve this issue
What problems is the product solving and how is that benefiting you?
Ability to log tickets instead of getting customers to email me directly where sometimes their requests fall between the gaps.
Recommendations to others considering the product:
Keep doing what your doing, it seems to be working (well at least for me that is).


    Tom F.

Slowly gets better the more you use it

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
Very easy to route and organize incoming tickets to each agent. Also, program is now better at letting you know if another agent is working on the same ticket as you so that duplicate or redundant emails are not sent.
What do you dislike about the product?
There needs to be a way to resize images inside the reply text box. This used to be available in the previous version however in the new mint version it is not.
What problems is the product solving and how is that benefiting you?
Simply being able to manage multiple agents and being able to collaborate and ensure that there is a consistent company stance on all issues regardless of which agent is handling the ticket
Recommendations to others considering the product:
Great program that scale-able for the size of any business.


    Oil & Energy

Works for my Needs

  • April 20, 2018
  • Review verified by G2

What do you like best about the product?
The accessibility to the software from desktop and phone.
What do you dislike about the product?
Some of the menus and settings are hard to figure out and how the tickets are categorized when pending is sometimes annoying
What problems is the product solving and how is that benefiting you?
Better tracking customer issues and resolving in a more timely manner
Recommendations to others considering the product:
Check out multiple services before deciding so you can see the value of each system. I tried over 5 ticket systems before settling on FreshDesk