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Freshdesk

Freshworks Inc. | 1

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External reviews

3,332 reviews
from G2

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    Cort B.

Streamlined Customer Support

  • January 07, 2025
  • Review verified by G2

What do you like best about the product?
We recently launched our SAAS platform and needed an easy way to manage user helpdesk tickets as well as additional features such as online chat and online documentation center for self-help. Aside from very competitive pricing compared to alternatives, initial setup was very easy.
What do you dislike about the product?
In order to really get the most out of the platform, it takes quite some time to properly configure everything. It's intuitive to do (in most instances) but definitely takes some integration forethought.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several critical challenges we faced in managing customer support. It centralizes all customer inquiries across multiple channels—email, chat, and social media—into a single platform. The automation features, such as ticket routing and SLA management, ensure that our team can focus on resolving issues rather than handling repetitive tasks.

We are also utilizing self-help documentation center for our application, allowing customers to search for solutions to their questions.


    Health, Wellness and Fitness

Use Freshdesk with no tension

  • December 22, 2024
  • Review verified by G2

What do you like best about the product?
Freshdesk is a very user-friendly interface and robust automation capabilities and is easy for support teams to manage tickets efficiently and automate the responses given to customers.
What do you dislike about the product?
There is nothing much dislikes about Freshdesk but the knowledge base is bit complicate to understand and work on
What problems is the product solving and how is that benefiting you?
Freshdesk for me benefited when freddy came in. It helped to beautify the responses given to users which also indeed helped to provide timely response


    keerthi P.

Freshworks Review

  • December 20, 2024
  • Review verified by G2

What do you like best about the product?
I like the freshworks ticketing system which is very user frendly and its easy to impliment. it has multiple feature like you can create multipal depatment and i like the way through automation it will assigne tickets directly to the respective depatment with the content

It has all in one customer support sulution which is like one stop solution for all your helpdesk applications.
What do you dislike about the product?
Report customisation is not good.

Some time mobile application will get hangup and its close automaticaly

Customer support is not good
What problems is the product solving and how is that benefiting you?
Fixing mupltiple department issues by traking them under SLA(Service level agreement) and traking them was very big task for me earlier.

So now with this freshdesk its make my work too simpler and saves my maximum time of followups and also its incresed my serivee level in a simple manner


    Consumer Goods

Robust ticketing system & Easy to use CRM with an ecosystem of products for integration

  • December 19, 2024
  • Review provided by G2

What do you like best about the product?
As someone who used Freshworks CRM, Freshdesk for ticketing and Freshteam, I can vouch for their UX, some of the intuitive easy to use features in the CRM.

Freshteam solved for one of the easiest ATS tools to implement and utilise. The kanban board view to show which step of the process a candidate is in, was very efficient. Quickness of their customer facing teams getting things live was commendable.
What do you dislike about the product?
Customisation in terms of workflow, access levels gets tricky for complex/matrix organizational structures.

As for the CRM, not on par with industry leaders when it comes to solution for an enterprise level company.

Beyond ATS, Freshteam lacks lot of core functionalities to be utilised as the single HRMS solution
What problems is the product solving and how is that benefiting you?
Talent acquisition for a scaling org was made so much easier. Creating a pool of candidates with specific tags to later broadcast to was also helpful in Freshteam.

The ticketing system helped us track a lot of metrices across various teams and stakeholders allowing us to relook at the processes and internal dependencies.


    Anuj S.

Easy to use

  • December 19, 2024
  • Review verified by G2

What do you like best about the product?
It is easy to use and subscription can be used for a different user easily.
What do you dislike about the product?
It looks old now if we compare with new tools available.
What problems is the product solving and how is that benefiting you?
It identifies the tickets and align as per the labels which help us to short the type of tickets


    Amir K.

Fresdhdesk CRM for ticket management

  • December 19, 2024
  • Review provided by G2

What do you like best about the product?
It's accessibility on any device. I've been able to access freshdesk on my mobile phone for urgent matters which is great.
What do you dislike about the product?
NA. I've used it for about 6 months as a user and couldn't find any major flaw in it.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us manage client complaints and respond via email within freshdesk itself.


    Grigor B.

Fast and intuitive Omni Channel Solution

  • December 18, 2024
  • Review verified by G2

What do you like best about the product?
- Fresh and fast UI/UX
- Easy to implement
- All-in-one solution for customer support
- Integrated AI Features
What do you dislike about the product?
- Lack of customization compared to Zoho Desk or Salesforce
- Poor analytics and reporting
- Lack of simple features such as agent nicknames, etc.
What problems is the product solving and how is that benefiting you?
It helps our company manager interactions with customers from various channels, email, contact form, social network and chatbot.


    Shiv S M.

A great tool for managing customers and sales

  • December 18, 2024
  • Review verified by G2

What do you like best about the product?
What I like most about Freshworks is how easy it is to set up and use, with automation that integrates seamlessly with your email and chats.
What do you dislike about the product?
The limited customization for more complex workflows. It’s great for basic needs, but, it can feel restrictive if you have very specific requirements.
What problems is the product solving and how is that benefiting you?
Freshworks solving the problem of juggling too many tasks at once. It automating customer support and follow-ups, so I don’t have to do them manually. It also brings everything—like emails and chats—into one place, making it easier to stay on top of things. This saves me time and helps me run my business more smoothly without getting overwhelmed by the small stuff.


    Ted K.

One of the greatest CRM and E-Commerce Tools

  • December 17, 2024
  • Review verified by G2

What do you like best about the product?
It packs a powerful set of tools at your disposal for a great price. It is easy to implement and the support is excellent and timely.
What do you dislike about the product?
I wish more AI features are available at all tier plans and not only at the most expensive tiers.
What problems is the product solving and how is that benefiting you?
It helps us engage our customers in all the channels that we need


    Donna A.

Easy to use service managment software

  • December 17, 2024
  • Review provided by G2

What do you like best about the product?
The annotate feature for screenshots is my favourite feature. It allows me to show what I am talking about easily. I use it every day, and it integrates seamlessly into Outlook. It was easy to implement and the customer support is great.
What do you dislike about the product?
Not a great deal of choice in regard to font and layout options in the call logs.
What problems is the product solving and how is that benefiting you?
Before we had Freshdesk, our helpdesk logged calls as tickets via email folders linked to a spreadsheet and was woefully inadequate. Therefore Freshdesk is solving the issue of logging and managing tickets.