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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.

    Fernando W.

Very Happy!

  • February 10, 2017
  • Review provided by G2

What do you like best about the product?
The simplicity to implement, customize and implement.
What do you dislike about the product?
That Freshdesk doesn't have customized forms for different types of tickets
What problems is the product solving and how is that benefiting you?
Service desk, Legal Department requests and Payable Accounts requests. We simplified all processes and now we have a excellent control of all requests.

    Media Production

Freshdesk makes support a breeze

  • February 09, 2017
  • Review verified by G2

What do you like best about the product?
I love the ease with which I can create a knowledge base for my staff and clients to use.
What do you dislike about the product?
Nothing yet! Even the Sprout plan is awesome!
What problems is the product solving and how is that benefiting you?
Knowledge management, social media outreach, and improving consistency of responses to clients.

    Thomas T.

Great Product - Very Useful and Helpful

  • February 08, 2017
  • Review verified by G2

What do you like best about the product?
Easy to use - Easy to train a new user - Easy to track and resolve issues
What do you dislike about the product?
I have not found anything to dislike. There must be something. I will keep looking for it.
What problems is the product solving and how is that benefiting you?
Tracking reported issues in a central warehouse and the orders in and out of that warehouse for 3500 external users. Problems don't sit in a paper stack and slowly get or never get addressed. Our users like the responsiveness of the warehouse team that is now using FreshDesk.
Recommendations to others considering the product:
Great HelpDesk Product. Easy.

    Events Services

Responsive and super helpful team. Constantly updating the platform

  • February 07, 2017
  • Review verified by G2

What do you like best about the product?
The platform is constantly updated with new features. Their recent growth has shown dedication to improving Freshdesk, as well as their other new products including FreshCaller.

The Freshdesk team is super easy to get in contact with and was able to provide support in more advanced areas of platform, or in helping resolve issues using the platform.
What do you dislike about the product?
*Updated comment regarding outdated interface. They've now launched their new Mint interface which is very clean and modern. *

Their splitting of their phone service into it's own product on a different page/product name has caused confusion in knowing what is in the realm of FreshDesk vs FreshCaller etc.

Some administrative menu items are hard to get to. Lower tiers of plans don't offer some basic features such as SPF and DMARC support by default.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our support tickets from multiple channels and be able to collaborate with other customer support agents within our company.
Recommendations to others considering the product:
Their team is super quick at responding and willing to be helpful. The platform does have occasional bugs, but their team is quick to respond and fix them.

    Tony B.

Very Solid Ticketing System

  • February 01, 2017
  • Review verified by G2

What do you like best about the product?
I like the fact that I as one person was able to implement within a week. I also like that I was able to setup dependent dropdowns.
What do you dislike about the product?
The mobile app isn't very good for managers. Also the chat function needs some work. I'd really like to see in chat the ability to take over the other users computer. Would be very helpful for techsupport.
What problems is the product solving and how is that benefiting you?
We have been able to figure out what our call and email drivers are.
Recommendations to others considering the product:
Make sure you have all your ducks in a row before implementation. Really scope out what data you are trying to get out of it.

    Christopher L.

Both great and frustrating

  • January 30, 2017
  • Review verified by G2

What do you like best about the product?
Consolidation of lots of different support channels. Lower tier pricing is a decent value. Support from the company is pretty fast. Their mobile app is fairly feature rich.
What do you dislike about the product?
The lower tiers don' get many feature enhancements and are missing a couple of what I consider key components. Website is not fully responsive.
What problems is the product solving and how is that benefiting you?
Ability to consolidate and manage trouble tickets for our customers from a variety of channels and using geographically dispersed agents.
Recommendations to others considering the product:
It's pretty much everything you expect out of a ticket management system - tickets, knowledgebase, ticket escalation, reporting, integration with external tools like SalesForce and Jira. The lower pricing tiers get you a lot for the money but are missing a couple of components I consider key. For example, on the mid tier, you can't create basic text blocks on the "Open Ticket" page so customers can receive instructions on how to fill out the form. I think this should be available across all tiers - not just when you spend a few hundred extra per month for the tier that includes branding and full customization. One other major missing feature is it doesn't show recommendations for existing knowledgebase articles or prior tickets when agents are responding to customers. Customers see this when creating new tickets, but our agents have to manually search the old tickets and the knowledgebase to find info that might be relevant to the ticket they have open. They have also come out with numerous upgrades over the past few months, but few of these go to the lower tiers. As a startup, we can't afford to spend hundreds extra per month to increase our tier level. With that said, I do believe they are a decent value for the money - but make sure you know exactly what features you are looking for when selecting your trouble ticket platform.

    Kevin M.

Expediant and Courteous service

  • January 30, 2017
  • Review provided by G2

What do you like best about the product?
Any time I have a question or concern about the system we're using, the responses I receive are always quick and courteous, and almost always answer my question or address my concern on the first response.
What do you dislike about the product?
There have been times when the system is not capable of preforming a desired action. However, the response from Freshdesk staff always empathizes and offers to forward my feedback to the development team for possible future updates.
What problems is the product solving and how is that benefiting you?
The ticket system helps keep our staff accountable so that issues from our customers are never left behind.
Recommendations to others considering the product:
Never be afraid to ask questions. The response team at Freshdesk are always very helpful.

    Ives W.

Awesome helpdesk experience

  • January 29, 2017
  • Review verified by G2

What do you like best about the product?
Simple and customizable, Freshdesk is a tool with which we can no longer live !
What do you dislike about the product?
Nothing really. No software is perfect but it works great !
What problems is the product solving and how is that benefiting you?
IT Helpdesk and sales workflow.
The main benefits are :
- sharing information between sales and ingeneers
- all in one place
- invoicing
- mobility

    Kieran P.

FreshDesk - Professional, Caring and Innovative Partners

  • January 27, 2017
  • Review verified by G2

What do you like best about the product?
Freshdesk helpdesk functionality is flexible and accommodating to nearly all business processes. Rule writing and automation is easily configured and managed through the admin portal. Reporting is made easy through their new report portal with critical KPI measures easily visualised to make important business decision on the fly. The system is made fun for customer service teams by the "gamification" model and has largely contributed to important internal competition and drive within our team.
What do you dislike about the product?
* Needs the ability to retrieve emails (if an email has been sent to the wrong customer or with sensitive information accidentally) as you would in outlook.
* Needs the ability to drag and drop attachments into ticket responses without needing to "browse". Would speed up processing of tickets and ease of use.
*Custom Dashboard views would be an improvement as well.
*Ability to search for a contact or customer in the "Contacts" portal rather than scrolling through the alphabetical list.
What problems is the product solving and how is that benefiting you?
We handle roughly 3000-4000 tickets a month with varying degrees of complexity. Having Freshdesk we are able to take, direct and distribute these to the appropriately skilled groups and individuals to ensure our customers get the quickest and highest quality responses. Freshdesk also resolved an escalation issue we had before moving to this platform, now any task that breaches our SLA times is immediately flagged to the agent and the manager resulting in little to no customer complaints and increased customer satisfaction.
Recommendations to others considering the product:
Make the move, it is cost effective, adaptable and always improving.

    Rhonda G.

Freshdesk is an amazing tool to help us deliver the best customer service!

  • January 25, 2017
  • Review verified by G2

What do you like best about the product?
Freshdesk allows us a lot of customization. We have created all sorts of email templates, which allows us to deliver a consistent message to our customers. We also love the dashboard and gamification aspect of Freshdesk. We get a great quick overview from the dashboard and the gamification aspect motivates our employees.
What do you dislike about the product?
I don't really dislike anything, because we have made several suggestions that have been implemented. One thing that I would still like to change would be an easier way to set the rules for dispatching tickets automatically. Right now you have to be really aware of the order of the rules because some rules override others.
What problems is the product solving and how is that benefiting you?
We are able to quickly respond to our customers with a consistent message. We currently have a 95% customer service rating!

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