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Freshdesk is a pretty solid product
What do you like best about the product?
Intuitive UI, useful templates, excellent customer support
What do you dislike about the product?
Initially, I didn't like the fact that all of our customers needed to create Freshdesk accounts in order to view their tickets, but Freshdesk support helped me overcome this obstacle by using public URLs.
What problems is the product solving and how is that benefiting you?
Bridging the gap between customer feedback and our developers.
Recommendations to others considering the product:
Spend at least an hour learning about the admin panel before going live.
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the perfect system for our needs
What do you like best about the product?
the easy interface allow us to process our tickets quicly and correct
What do you dislike about the product?
there must be al little more explination how certain reports are proceded
What problems is the product solving and how is that benefiting you?
we are an IT company witch implementes software, freshdesk give us the tools to monitor genereal problems and to plan our resources
Good application
What do you like best about the product?
Great application for business. Nice to have the application which understand the customer and business need.
What do you dislike about the product?
Sometimes rule doesn't work for no reason. With the current experience i can say , application is bit unstable and features stop working.
What problems is the product solving and how is that benefiting you?
Its easy to keep eye on the business, Maintaining report.
Simple and powerful tool
What do you like best about the product?
Ease of use. We use freshdesk to support our clients, integrate with slack and post help articles on our knowledgebase. It is simple for the business to analyse our requirements for support and monitor response metrics.
What do you dislike about the product?
I like most, but if any criticism, I think the app needs a little more work. Notifications aren't updated as tickets are opened
What problems is the product solving and how is that benefiting you?
We can clearly determine the current issues facing our clients and resolve them faster than using just email. We can document time spent on issues and bill our clients accordingly with the confidence that everything is well documented.
Great chat feature
What do you like best about the product?
Their chat function is easy to use and very helpful!
What do you dislike about the product?
They have limited integration features with JIRA
What problems is the product solving and how is that benefiting you?
Support ticket, knowledge base, and feature forum
First impressions
What do you like best about the product?
System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.
What do you dislike about the product?
It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.
What problems is the product solving and how is that benefiting you?
Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.
Helps our business immensely, but has a few glitches.
What do you like best about the product?
Freshdesk hasn't had any downtime since we started using it two years ago. It made us a more organized company and helped us keep up with growth as we started running ads and processing more transactions. Their support team replies quickly. Their online training helped us get implementation done with minimal effort. Best of all, the system is intuitive. No user ever raised a question about how to do something in Freshdesk.
What do you dislike about the product?
The user interface needs an update. Search also needs improvement. Why is it we can only look for customers sorted by first name? The Facebook connector works, but leaves a lot to be desired.
What problems is the product solving and how is that benefiting you?
We prepare shipments for online sellers using Freshdesk for both sales and support interactions. With Freshdesk connected to our general inbox address, we no longer have to wonder if emails are falling through the cracks. As company owner, I get a clear picture of what my team is doing. Also, if an employee is absent or leaves forever we can still see the communication they had with our customers.
Recommendations to others considering the product:
Spend money for a proper implementation if you can. We were on a shoestring budget, so it was just the CEO guiding the implementation for three users. Freshdesk did not charge for implementation assistance but we didn't have anyone assigned to the project.
Extremely easy
What do you like best about the product?
Interface for distribution of tickets is very very easy
What do you dislike about the product?
It’s difficult to do things like checklists for example new hire onboard int process
What problems is the product solving and how is that benefiting you?
General help desk tickets
Recommendations to others considering the product:
If you have trouble with tickets, use this.
Freshdesk is Alright
What do you like best about the product?
Integration and set up with gmail is easy.
What do you dislike about the product?
Even basic features like being notified when an email doesn't go through is something you have to pay for. You can't BCC people.
What problems is the product solving and how is that benefiting you?
Sending an unlimited amount of emails
Great Helpdesk solution!
What do you like best about the product?
Freshdesk has an easy to use interface, and great Customer Service!
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
Questions are answered within seconds. Solutions are provided within a few minutes.
It only takes a few minutes to get started once signed up.
What do you dislike about the product?
We have been using Freshdesk for over 5 years, and there is nothing to dislike.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, we did not have a ticketing system. Users would call, email, or just stop by to report issues. Many times, there was no way to track these issues. Certainly no way for our IT group to collaborate on issues. With Freshdesk, we can enter tickets from any source, and track the progress, as well as collaborate with other agents. Responding to users from within the ticket is a great feature as well.
Recommendations to others considering the product:
It's an easy to use, cloud based Helpdesk solution. Setup is easy.
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