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Freshdesk

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

2,964 reviews
from G2

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

    Juan Esteban H.

Great help desk with awesome support

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
The interface 's really friendly, they have a lot of video tutorials and the support is incredibly fast, there's also a lot of benefits from the free version, so you can use that and migrate when you really need the upgrades
What do you dislike about the product?
If you change the helpdesk language the canned answers and templates doesn't change, so you have to translate everything.
What problems is the product solving and how is that benefiting you?
client support have improved not only in response time but also in quality
Recommendations to others considering the product:
If your helpdesk won't be in English, you have to translate the templates, some other features have some of the texts in English and all the tutorials and documentation are in English

    Information Technology and Services

Great value customer service software

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
The responsiveness and helpfulness of the customer service team
What do you dislike about the product?
The manuals with screenshots are sometimes from the old version of the software.
What problems is the product solving and how is that benefiting you?
We are just launching but we will hopefully solve a multiple step issue handling by one tool.

    Wholesale

Accessible and clear overview of tickets

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
Good system to dispatch incoming customer tickets.
What do you dislike about the product?
Unfortunately, 2nd line planning options are limited.
What problems is the product solving and how is that benefiting you?
We use this system for out IT helpdesk. It helps us assign tickets to resources and monitor progress.

    Prez K.

Freshdesk helps our business to keep track of all the issues customer reports

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
Tracking of the issue has never been easy and Freshdesk helps to tackle it with easy.
What do you dislike about the product?
Some features are not available in all plans
What problems is the product solving and how is that benefiting you?
We resolve all customer reported issues and it is the best tool to keep track of all the issues resolved on time.
Recommendations to others considering the product:
If you want a simple ticketing system, I would highly recommend Freshdesk

    Ira I.

Groundbreaker

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
The ability to have a log of everything in one place
What do you dislike about the product?
sometimes it can be slow and too many boxes need to be filled in to close a ticket
What problems is the product solving and how is that benefiting you?
We are noticing a trend of the problems raised with us through freshdesk and this is helping towards training and making sure we get the right information out
Recommendations to others considering the product:
Cannot imagine our environment without Freshdesk now, it's a real game-changer and email seems so last year!

    Information Technology and Services

Mostly content

  • February 20, 2018
  • Review provided by G2

What do you like best about the product?
Slack integration in the Mint version is not as expected
What do you dislike about the product?
Mint version not allowing us to change the requester when pushing a ticket from slack to Freshdesk.
I've had a forum ticket opened for months asking for the update as this is a showstopper for us. Nothing updated so far.
What problems is the product solving and how is that benefiting you?
Helpdesk, Customer Self - Service

    Julien C.

An intuitive plateform full of features

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
The fact that the plateform is quite easy to understand and to use. That you will find plenty of features that will improve the service you can provide to your client.

And great support that will respond very quickly to your problem.
What do you dislike about the product?
Your website design can't be fully personalised
What problems is the product solving and how is that benefiting you?
We design products for our client, thank to the plateform they feel more safe beacause they will have a the help they need in using our products.
Recommendations to others considering the product:
Think of what you want and need, then check carefully what the plateform offer to you. If it fits then you should défintely use Freshdesk.

    Information Technology and Services

Support and Service made easy

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
Email communication becomes easier. Given statistics of the tickets help you to improve your support providing performance and reduce the time frame to resolve issue raised by the client.

Reports help to improve the service performance.
What do you dislike about the product?
You can't directly change the recipient in between your email trail. It makes difficult to address the different recipients while having email communication.
What problems is the product solving and how is that benefiting you?
Interaction and approach to the clients made easy

    Martin S.

Freshdesk Ticketing

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
The look and feel
The ability to carry out customisation
The system automation
The relationship management between tickets
A friendly Freshdesk and responsive support team for when you have issues or requests
What do you dislike about the product?
Some of the basic concepts that you would expect to see such as:
- Ability to create custom team specific dashboards
- Ability to link one customer to another i.e. partner + end customer of partner
- Time taken for the Freshdesk Developers to implement a new feature or piece of functionality
What problems is the product solving and how is that benefiting you?
We are moving from a small company to a large company. I am using Freshdesk to help manage this scale, workflow mgmt, SLAs and reporting.
Freshdesk is providing us with a way to scale up and manage our IT demands inline with our ITIL Framework.
Recommendations to others considering the product:
This product is fairly easy to configure and full of lots of useful elements that will help manage and resolve your customer contact. If there is a new feature that you need the time taken to implement can be long so just make sure before you buy you carry out a full review to ensure the major components and requirements are in place. Everything else you need can be build and customised

    Kavya J.

A great platform to work with.

  • February 20, 2018
  • Review verified by G2

What do you like best about the product?
User-friendly and easy access to Dashboard and tickets
What do you dislike about the product?
Reporting is not accurate and does not provide real time data.
What problems is the product solving and how is that benefiting you?
Helps us in keeping track of the tickets generated by our end users.

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