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Easy to use and effective
What do you like best about the product?
Freshdesk is easy to use and manage for our small support team. We can create and tag tickets easily. It has tremendous capabilities if we want to use it for more ticketing automation. It allows us to forward in requests and it figures out who the requester is with remarkable efficiency, which helps us greatly for billing. The pricing options start at free and then move up at reasonable rates.
What do you dislike about the product?
Like all support products, it is "clicky" for manual ticket entry. There are different pricing options and all team members need to be at the same level.
What problems is the product solving and how is that benefiting you?
Improves capture of tickets and billable time tracking
Recommendations to others considering the product:
Freshdesk has good integration with other cloud vendors; it is competitive with ZenDesk and other support tools. The overall value is there if other tools are not deeply embedded.
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Smart, stable, easy to customize!
What do you like best about the product?
Manage tickets easily, split between agents on the fly, and build your knowledge base. Being able to control which types of client users have access to certain articles in the knowledge base is also excellent.
What do you dislike about the product?
Ticket status assignment is a bit tricky, and a little on the rigid side. Watch for automatic ticket status update settings, as these settings can sew confusion that is very hard to track down.
What problems is the product solving and how is that benefiting you?
We had a hard time managing open issues and client expectations before Freshdesk. Being able to manage all open issues by client, assign tickets directly to technical agents, and use Supervisor and other tools in the Freshdesk suite to provide oversight allowed us to scale our company 3x over one year.
Recommendations to others considering the product:
If your development team is using an agile software solution such as Jira, build your help desk to streamline with your dev team. If they are using something less developer-centric, like Trello, Freshdesk provides an essential function that can make a massive difference.
Adequate features and price levels for our needs
What do you like best about the product?
Freshdesk offered us a very cost effective, powerful platform to deliver a help desk/solutions knowledge base to our customers around the world, 24/7. With multiple levels of service and pricing, Freshdesk has one of the most competitive offerings on the market. The ability to add canned responses for repeat questions allows us to save time on the phone by directing customers to accurate, already written responses with pictures and instructions. This alone has saved significant time in repeating of tasks. The number of different support channels powered by Freshdesk is very impressive, and the ability to manage all levels of support from one centralized dashboard offers streamlined convenience for many businesses. Also, the ability to grow and scale as your needs change is very nice.
What do you dislike about the product?
The initial setup can be slightly complicated until you tweak the settings to exactly how you want it. Ticket assignment rules, etc. could be slightly more intuitive. The layout of pages, etc. is not quite as easy to manage as I had hoped, but once you get the feel for it it isn't too bad. The customization could be a little better, and the look could be a little more "fresh."
What problems is the product solving and how is that benefiting you?
Customer support, knowledge base, help desk. Centralized management of customer support issues. Time savings vs on the phone support, less repeated support queries.
Recommendations to others considering the product:
Compare the pricing and product levels of Freshdesk to the closest competitor, much more bang for your buck.
Love FreshDesk
What do you like best about the product?
Easy to configure, Easy to use, GUI is great, Many functionnality, good price
What do you dislike about the product?
The "multiple product"/"multiple customer portal" is not easy to understand. I needed a feature like this so this feature is absolutely great and awesome but it took time for me to understand how it really works
What problems is the product solving and how is that benefiting you?
Customer service, Share knowledge between employees (KB article), centralize info, etc...
Decent for the Money but Buggy and Glitchy
What do you like best about the product?
Price is attractive. Has a good set of basic features, and they add more consistently. They try to provide support.
What do you dislike about the product?
I always get the sense that Freshdesk barely has control of the app. Call in for support, and it seems like this is a person start-up. Nobody knows what's going on, and they promise fixes but never follow through. The integrations do not work as described, and our developers found all sorts of bugs in the code and documentation. You get the sense that they are trying to 'check the box' on as many features as possible w/o getting them all to work flawlessly.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
The app also has some design flaws. For example, one of the main uses for an employee is to look up a contact or company records. But Freshdesk hides the search bar behind a button forcing users to click on a small button to open the search bar. There are many quirks like this.
What problems is the product solving and how is that benefiting you?
We can operating our support center at a very low cost given the set of functionality. I am hopeful that Freshdesk will keep improving the app so we can grow with it. But at this point its better for a 1-10 employee company than a 25-100 person company.
Recommendations to others considering the product:
Test it out before converting.
Freshdesk
What do you like best about the product?
I enjoy using freshdesk instead of having to keep track of issues via email
What do you dislike about the product?
i dislike when i get a response that the ticket reopens itself
What problems is the product solving and how is that benefiting you?
site issues and questions
Fresh desk Review
What do you like best about the product?
best customer service platform out there. I would not leave Freshdesk for anything.
What do you dislike about the product?
There is really nothing I would change. The only thing I would change is that they have to tell people when they are recording calls because it is illegal in the United States to not tell people when a call is being recorded.
What problems is the product solving and how is that benefiting you?
We needed an easy way to do customer support. Freshdesk has really helped us do support.
Get the most out of providing support for your customers with Freshdesk
What do you like best about the product?
The filtering feature allows for us to see tickets located in the many different departments on our team. We are also able to categorize tickets accordingly and move them into their designated queue which allows us to organize tickets, and stay efficient.
What do you dislike about the product?
There are times where running the report feature can be a bit 'janky' in the sense that it does not present accurate data or sometimes, no data at all. This is a rare occurrence however. Apart from that, Freshdesk is practically always in an operative state.
What problems is the product solving and how is that benefiting you?
My particular department specializes in providing technical support for end users and clients, as well as internal support for employees within our company. Freshdesk allows us to classify the tickets in a very granular manner. You can specify the product the ticket is pertaining to, the team it should belong to, and you can update the ticket once it has been resolved or closed.
Recommendations to others considering the product:
Classify your tickets in as granular a manner as possible to help keep them organized.
easy to use ticket management system with flaws
What do you like best about the product?
client portal
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
allows clients to submit tickets and track them
allows management of an issue through different departments within organization using "scenarios" such as in the case when development is required
can use it not only for support issues but for tracking tasks that need to be completed
What do you dislike about the product?
anyone can edit anyone else's notes in a ticket and even delete
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
doesn't allow ticket association/linkage outside of merging (e.g. two tickets are related but not to the point where they should be merged, but if someone's working on one, they should be mindful of the other).
sometimes notification emails for internal notes will not be received (not in any inbox).
sometimes have to play around with some fields to get development scenarios to create new tickets (e.g. change the "development required" field to empty and then create the scenario, and then repeat).
cant copy and paste images from emails.
emails sent from within the ticket are sent from a generic account as opposed to your unique email address.
What problems is the product solving and how is that benefiting you?
the fact that tickets are automatically created allows resources to focus on value adding work instead of documentation
The greatest Supporting Tool!
What do you like best about the product?
The ease of use, the fact that you can manage all of your client requests, issues and questions in one area. The reporting system is very powerful and allows us to make informative decisions based on that data.
What do you dislike about the product?
I wish the support could be a little better, I experienced a issue where they shut down access to our portal because we missed a payment. Our AP clerk was on PTO, therefore she was not receiving the emails. However if they had reached out to me, since I am the main account user I would have pushed it to the right person to get it processed.
What problems is the product solving and how is that benefiting you?
It has helped us manage client questions in a more productive and organized manner. We are able to provide knowledge based videos and guides to help our clients serve their needs.
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