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Freshdesk

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

3,320 reviews
from G2

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    Quique V.

So far, so good

  • January 06, 2018
  • Review verified by G2

What do you like best about the product?
We've recently started trying Freshdesk to handle requests from our customers and so far the initial setup is very easy and is working fine.
Support has also been very efficient in a couple of questions we had.
What do you dislike about the product?
Nothing, so far. It seems to cover all the features we expected.
What problems is the product solving and how is that benefiting you?
Handling requests from our customers.


    Facilities Services

Freshdesk is a great system

  • January 05, 2018
  • Review provided by G2

What do you like best about the product?
It very intuitive and easy to use for all of our staff members.
What do you dislike about the product?
There is not much that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
It is helping us to be more efficient and productive in tracking support tickets. It helps staff stay organized and reply to clients effectively.


    Aayush K.

Features are useful

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
Hi,
Have been managing FD as an admin from last few months and have been able to implement few great solutions with the help of features and help of support team.
What do you dislike about the product?
Few technical suggestions: like adding of tags and having it as a mandatory field.
Loading time is high sometimes
What problems is the product solving and how is that benefiting you?
It helps in internal coordination in a cross functional environment


    Mason R.

The easy and simple way of use.

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
I like that I can easily use a powerful in terms of being able to customize it for your business special workflows. I like that I can to realize our own templates. Always gives you all the base functionality necessary for a help desk. Great to work with it and I like it very much.
What do you dislike about the product?
I'm glad that till now I don't have any big issue with this software. Yes, I can't say that all the way was smoothy step of using that solution. Some time platform was slow and it really makes me upset. Thanks that I solved that problem. Support service they know what they do.
What problems is the product solving and how is that benefiting you?
We are more concentrate on important things which we need to do. Also, we have the ability to manage all our working stages. The great solution which helps us to be more close to our clients. In our company is everything in right place.
Recommendations to others considering the product:
An amazing software. Will always work on everything that you need. The platform works with fast speed. Don't worry all your documents will be secured. Always powerful customer service. I like all sides of it. I recommend it to you.


    Brandon P.

Exceeding Expectations

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
FreshDesk support and sales team have been fantastic to work with - fast, friendly, and always willing to assist and help where needed.. The Freshdesk system works, and works really well for our team. Little to no customization was necessary to get going, and our support team is embracing it.
What do you dislike about the product?
Reporting could use some improvement to allow for more scheduled customer reports to shareholders. SSO/SAML signin is there, but it's for the entire installation, which includes customer accounts - we would rather have SSO for agents only, and customers use the internal FreshDesk authentication system.
What problems is the product solving and how is that benefiting you?
Migrating from SalesForce to FreshDesk for a dedicated, purpose-built platform for support call centers. FreshDesk has offered us a fast, easy to use solution with integrated phone to allow our support team to quickly resolve customer issues and to ensure nothing falls through the cracks. Any question or concern we have had utilizing the system has been quickly resolved or explained by the support team - all expectations have been exceeded by FreshDesk team.
Recommendations to others considering the product:
Make sure you trial and verify the features fit your needs - their support and sales team is top notch and are not afraid to jump on a remote session to verify what you are seeing and needing to perform.


    Navin k.

Freshdesk Review

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
Scenario option is very good, it helps to quickly execute the repetitive work like assigning
What do you dislike about the product?
Ticket Refreshing is sometime slow, and it takes some time to be updated
What problems is the product solving and how is that benefiting you?
Monitoring live chat and Email, It helps to track each and every customer's chat and mail record, which helps to do RCA for any problem.


    Information Technology and Services

Useful

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
Ticket management is very easy to use for helpdesk users
What do you dislike about the product?
Manage only helpdesk without contract management
What problems is the product solving and how is that benefiting you?
ticket management


    Retail

Fast and Furious - Freshdesk

  • January 05, 2018
  • Review provided by G2

What do you like best about the product?
The nest part about the FreshDesk is mainly the depth we have in terms of the analysis, I can actually dig deep and understand what is happening with the no.of tickets, trend, customer survey and most importantly I can export all these for my reporting and weekly/monthly analysis.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
What do you dislike about the product?
In few cases where we try to customize the structure as per our work structure, there are times where it failed and repeatedly we are in touch with the team but all of a sudden sometimes the same error repeats.

The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
What problems is the product solving and how is that benefiting you?
I work in Decathlon and I take the ownership of my project, we interact with many users 33k users for the year 2017 in email and chat, we mostly solve all their queries or issues which they face in their experience with Decathlon.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.


    Information Technology and Services

Freshdesk Review

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
User friendly and very useful for customer needs
What do you dislike about the product?
response time from if any issue we have raised
What problems is the product solving and how is that benefiting you?
Internal and external customer support
Recommendations to others considering the product:
NA


    Information Technology and Services

Support made simple

  • January 05, 2018
  • Review verified by G2

What do you like best about the product?
The easy interface to use and simple and understandable processes
What do you dislike about the product?
Doesn’t work well with mobile devices/need app
What problems is the product solving and how is that benefiting you?
Client Retention and Email/Chat