Freshdesk
Freshworks Inc.Reviews from AWS customer
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Good
What do you like best about the product?
Freddy Co-Pilot and the summarise feature is really good. Has really made a difference to the quality of our customer notes. Really good AI
What do you dislike about the product?
Some basic things that you would expect simply arent available. For example, once you combine tickets, it's impossible to unmerge/unlink.
What problems is the product solving and how is that benefiting you?
Customer Service CRM
Easy To Implement
What do you like best about the product?
I like the customization of the helpdesk dashboard, ease of use, and minimalist interface and the loadtime is considerably fast.
What do you dislike about the product?
I don't like that the scenario automations doesn't always work. I would like the same scenarios to display on every dashboard and give every agent access to the same canned responses. The analytics is a little bit of a steep learning curve.
What problems is the product solving and how is that benefiting you?
Resolving complaints fast, and creating a thread that allows our company to go back and investigate the agents resolutions.
Freshdesk:
What do you like best about the product?
We have used Freshdesks for a couple of years to handle all of our support tickets, and are very pleased with the results. It is priced very competitively considering the features it comes with and was very quick to implement. We recieve a lot of repetitive tickets, which can be handled with a combination of canned responses, scenarios and other automation features. There is also an in-depth analytics system, which allows us to track recurring tickets and monitor patterns on platform usage.
What do you dislike about the product?
Whilst the pricing is competitive, we find the number of users allowed on our pricing tier to be quite limited. This means we cannot setup as many accounts as we'd like and sometimes login credentials have to be shared, particularly when staff are on annual leave or away sick. We have also found the mobile version of Freshdesk to be somewhat limited, not offering the full suite of features that the desktop version provides.
What problems is the product solving and how is that benefiting you?
Freshdesk handles all of our support ticket needs, allowing us to log, track and respond to queries from our userbase.
Integration of Fullstory with Freshdesk
What do you like best about the product?
This is simple and user-friendly. It was also very easy to integrate with our internal tools.
What do you dislike about the product?
It has limitations in Analytics. When exporting data, it only allows you to do it in PDF and not in Excel. Also, every time I select any parameter in my custom dashboard, it always asks to save the settings. If not saved and we export it, it shares the old data and not the one I have selected.
What problems is the product solving and how is that benefiting you?
We have integrated it with our Mindtickle platform. If our users face any issues with the platform, they raise their issues, and we get them in the form of Freshdesk ticket. We review the logs and work on them accordingly. This tool is helping our large customer base to report their challenge, feedback.
A great software to handle client queries
What do you like best about the product?
User-friendly interface and ease of use.
What do you dislike about the product?
We can't reply to a different person in a trailing email
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines communication, speeds up resolutions, and offers valuable insights, all leading to satisfied clients.
Customer support make easier
What do you like best about the product?
Organizing tickets , managing threads and displays leaderboad, adding canned responses makes easier
What do you dislike about the product?
The thread being displayed in a small screen
What problems is the product solving and how is that benefiting you?
It has a shared inbox which is easier to work in the team . Assign the tickets to other team members when we are off work
Freshdesk- helping me deliver excellent customer support
What do you like best about the product?
It helps in managing a huge number of tickets minimising the problems faced while providing customer support. It is also easy to use with a user friendly interface.
What do you dislike about the product?
As Freshdesk is a cloud-based platform. The reliability of internet connection for access limits its usage
What problems is the product solving and how is that benefiting you?
It helps me manage a robust number of tickets. It helps in categorising and priortising the tickets. It also helps me in assigning and escalating tickets and queries. It helps me manage communication with cross functional teams as well.
Probably the best ticketing tool!
What do you like best about the product?
Very user-friendly and great interface! And the interconnectedness of tools is great as well!
What do you dislike about the product?
Sometimes the support provided can be vague, 3 different agents will give you 3 different solutions.
What problems is the product solving and how is that benefiting you?
Freshdesk is the cerntral ticketing system for ourganisation since almost 2 years now! Great tool.
Easy ticketing
What do you like best about the product?
Conversation of mail to ticket in best way. Customisation is very much improved. Managing time sheets also is best in market.
What do you dislike about the product?
The standard features should be integrated. Lot of modules missing compared to serves now. Need to improve more than snow.
What problems is the product solving and how is that benefiting you?
Main advantage is we can easily understand without so much training. good support and account management.
Great assitance from the support team
What do you like best about the product?
I like the easy setup and implementation, ease of use, assistance support and CSM relatioship
What do you dislike about the product?
In our case, the CSS integration causing some technical difficulties when adding agents and their roles. We previously had a standalone Freshdesk and integrated with chat later.
What problems is the product solving and how is that benefiting you?
Communication with our clients for all our projects in just one tool, but separated by products, which allows us to organise the work in groups with specific canned responses
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