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Freshdesk

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

2,963 reviews
from G2

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

    Igor O.

Freshdesk is a very good ticketing software

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
The user interface is good
Support is responsive
We have a dedicated Key Account Manager and Customer Success Manager
We can achieve many desired scenarios using automation
Analytics is strong
What do you dislike about the product?
Their AI features are lacking currently and are rather basic. They also work only with the FreshDesk Knowledge base. I hope this changes in the future as it would be good that have it.
What problems is the product solving and how is that benefiting you?
They provide us with a working ticketing system and they do it well.
We have a lot of automation to work with multiple languages and different agent groups that work well.

    Ashley K.

A PROFESSIONAL PLATFORM IN ITS FIELD

  • July 14, 2023
  • Review provided by G2

What do you like best about the product?
Ease of use and handling
Amazing results
Be able to send quick NPS surveys to get valuable feedback on projects and client experience
The ability to build your own ticketing dashboard and organize it how you want
It is best of all products
What do you dislike about the product?
I sincerely has nothing to state as a dislike I can say it with more confidence that Freshdesk is for all
What problems is the product solving and how is that benefiting you?
Helps to organize and analyze data which is essential for business

    Nehal S.

Amazing!!!

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
Easy to Write and Send Emails!!! Formattting Options are available.
What do you dislike about the product?
Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.
What problems is the product solving and how is that benefiting you?
Easy way of Sending Emails and keeping a Track of all.

    Computer Software

Formatting options and Pictures Needs Work

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
can edit and merge tickets, can split it as well. OOO is based on time and day. it is instant in any activity that it does. I think this is the one among the rest out there but needs lots of improvements
What do you dislike about the product?
Dont have much options for formatting, cannot save workspace in new ticket...pictures are not saved in the proper size. Also pictures doesnt get saved while pasting it in the email.
What problems is the product solving and how is that benefiting you?
To keep a track on the ongoing issues that the clients are facing. This helps is resolving and follow up with the respective client makes the job much easier and faster

    Manisha D.

Overall a good Experience

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
Easy to understand and operate the tool.
What do you dislike about the product?
The search option and the load time for the new emails or updates.
What problems is the product solving and how is that benefiting you?
Having timely updates of the tickets and CSATS and overall performace management of the team and maintaining couple of KPI's of the users.

    M Madhu S.

Very user friendly to use and canned response to add and replay

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
Shortcut keys where we can add a canned response while giving a replay and moreover easy to use
What do you dislike about the product?
Undo time is very less and need to increase the undo time since sometime there will be human error that can be edited post sending the response
What problems is the product solving and how is that benefiting you?
Customer queries can solve easily

    Mark M.

It's easy to navigate. It makes your everyday working lives easier than ever.

  • July 14, 2023
  • Review verified by G2

What do you like best about the product?
It's features are extremely helpful from ticket creation to report generation.
What do you dislike about the product?
Ease of getting help / support. There should be an easier way to get help from the portal itself.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring of cases or concerns.

    Katie N.

Freshdesk app is easy and user friendly

  • July 13, 2023
  • Review verified by G2

What do you like best about the product?
Love the features on Freshdesk that allow you to save notes on calls, recording calls, and history of calls.
What do you dislike about the product?
I don't see the option to view caller ID on incoming calls. I struggle with transferring call to another reps.
What problems is the product solving and how is that benefiting you?
Freshdesk help me track and note calls which is a big deal for me.

    Staffing and Recruiting

Easy to use shared inbox

  • July 13, 2023
  • Review verified by G2

What do you like best about the product?
Easy to navigate and makes managing your workload so much more efficient.
What do you dislike about the product?
The only thing I don't love about freshdesk is not being able to do a bulk BCC email in there
What problems is the product solving and how is that benefiting you?
Don't miss communications and share workload accordingly.

    Bakul B.

The only ticketing system you'll ever need!

  • July 13, 2023
  • Review provided by G2

What do you like best about the product?
1. Extremely easy to set up, integrate and use.
2. Pricing plans are competitive.
3. Wonderful APIs - nicely documented and easy to use.
4. Easy to customize and brand the portal.
What do you dislike about the product?
APIs for integration are missing.
We use Freshdesk and Jira via APIs but it's extremely difficult to link the two programmatically.
What problems is the product solving and how is that benefiting you?
Freshdesk allows our Customer Support & Success team to operate efficiently.
Timely communication with the customers is key and Freshdesk makes it very easy for our SREs.

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