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Great Product
What do you like best about the product?
Look and Feel. Speed of the SaaS application. Analytics are great.
What do you dislike about the product?
No US Based support. Most companies will have a support team in the united states to service clients here. Not with Freshdesk. All their support is in india. Which is fine, except when you get someone on the phone that you cannot understand.
What problems is the product solving and how is that benefiting you?
Allows us to organize inbound client requests and assign them to CSRs. Allows us to service multiple channels from one browser window. Voice, email, chat.
Recommendations to others considering the product:
Best one we have used.
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a good option for customer service platform
What do you like best about the product?
ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
What do you dislike about the product?
tickets handling may sometimes be slow - app wise .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
What problems is the product solving and how is that benefiting you?
we used to work only with outlook to answer our support request - this caused an issue as the amount of requests grow and the support stuff did not know easily which requested have been handled and which did not , using freshdesk we have made order and each request is assigned to a user and can be easily monitored .
Recommendations to others considering the product:
if you are in need for a support system - that mainly handle customer requests by email i would say this system is a good fit , if you are a very large company and need something more advanced i am not sure freshdesk is the right tool
Comprehensive Support
What do you like best about the product?
Discovery and search of documentation as well as ease of reporting on and classification of issues.
What do you dislike about the product?
User account management lack of batch capabilities
What problems is the product solving and how is that benefiting you?
We are automating and tracking support and support instances. Providing searchable documentation.
Great ticket system and knowledgebase
What do you like best about the product?
The knowledgebase features are my favorite. I am corralling documentation on our different systems to give my users one place to go before they come to me.
What do you dislike about the product?
The process for my users to create an account seems a little clunky and has given some of my users problems.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to track information systems requests and to store documentation and web resources on each of our systems. I have improved accountability to my users and CYA for myself.
Recommendations to others considering the product:
I love that Whatfix integrates easily with Freshdesk. That's actually how I found Freshdesk. The two are a great pair.
Comprehensive support software
What do you like best about the product?
Relatively easy to use at the basic level, for the normal email support it is straightforward and simple. Includes phone, chat, and social media management all in the same place. If you want to know what Freshdesk is like, use Helpscout. Then, remove the best parts of Helpscout and the reports, add about 6 tons of bloat and nonsense. Suddenly, you're using Freshdesk.
What do you dislike about the product?
Updating this for the new Freshdesk rework. It looks better, I'll give them that. The old version looked like garbage. It's still bloated, and there were numerous bugs and missing elements on the new version. And the reports are still the same. I can only assume their thought process when designing reports was to make them available, but limit their usefulness as much as possible. For example, the CSAT reports are maybe 25% of the way to being useful. The only info you'll get from your help centre are silly thumbs up/down. Want to know what the person searched for and couldn't find? Tough.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for email support, social media support, and will soon be adding the phone channel. It lets us respond quickly, it has decent reporting capabilities to let us track our support trends, and lets me add the necessary information to document our support tickets effectively.
Recommendations to others considering the product:
They do have a comprehensive set of features that let you offer support across multiple channels I would make sure that you understand the features beforehand and trial the software thoroughly, to make sure you need it, otherwise a simpler solution might be a better fit.
Effective, easy and robust
What do you like best about the product?
The ability to see your support center from a big picture.
What do you dislike about the product?
Limited license, but that is their revenue model, so makes sense.
What problems is the product solving and how is that benefiting you?
Understand customer needs, get real-time feedback, maintain customer support, keep clients happy. The benefits we realized while using FreshDesk was transparency internally saving time and fixing problems quicker.
Recommendations to others considering the product:
It is less expensive than Zendesk and has all the same features (from my knowledge).
Useful tool for Help Desk teams
What do you like best about the product?
Easy to utilize, intuitive, strong search capabilities, love the ability to create canned responses.
What do you dislike about the product?
Wish there was a was to dock tickets to check back up on if needed without keeping the ticket open.
What problems is the product solving and how is that benefiting you?
Streamlines the ticket process, helps us escalate things effectively, makes sure that tickets aren't lost.
Recommendations to others considering the product:
I'm not sure what we used before, but my coworkers have been very happy with Freshdesk and say that it has solved a lot of issues that occurred when using a different provider.
Great helpedesk tool
What do you like best about the product?
Simple and very intuitive to use. Easy to setup and administrate with a great interface.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
The integration of support portal and multilanguage options ara very useful.
Good report system. Easy to analyze and understand.
The option to integrate Freshdesk using the API or custom apps ara great.
The most important: Freshdesk support team is amazing. Quick, resolutive amb very kind.
What do you dislike about the product?
Some bugs with live chat.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
The collision agent system is a bit slow.
Reports options are good but still needs a little depth data.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us a great communication tool with our customers.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
It allows us to integrate different communication channels in a simple way.
It also helps us with its multilingual support portal to offer documentation to our customers. All this with a simple interface to use that, as administrator, saves us a lot of time.
Recommendations to others considering the product:
Freshdesk has a simple and intuitive interface and a great support team.
Great support tool
What do you like best about the product?
There are few things which I love about Freshdesk are
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
1- Great interface
2- Simple navigation
3- Offers many customizations
4- Freshdesk support team
The Freshdesk helped me in setting up the support workflow for my company. It helped my to automate the ticket assignment, escalation notification, follow-up automation. The report section of Freshdesk gives me an entire dump of ticket information which helps me to create a customized report and see how my team is doing.
What do you dislike about the product?
I would not say dislike as it is a very strong word but I feel Freshdesk can improve lot on below two points.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
1- Though the software is not that much buggy but I am must say it is slow.
2- There are very options in the reporting section. Freshdesk does need to add more options in terms customizing the report so it is presentable.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for email support and platform support.
Recommendations to others considering the product:
I would strongly recommend Freshdesk as it is easy to setup, have some awesome customization, have a really good support team who is always there to help you with your questions. I just love using Freshdesk.
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
Though there is room for improvement, I am pretty much sure Freshdesk team is working on it.
The new UI is a little bit buggy and slower.
I still do not find any dedicated success manager who can help us to better structure our support process. If I could find the best practices among support standard that would be awesome
We love Freshdesk
What do you like best about the product?
For our office mobile access is key to our success, Freshdesk has a great mobile app that puts the needs of our customers right in front of the PM or support techs no matter where in the world they are.
What do you dislike about the product?
Sometimes calls drop on the mobile app and that cam be very frustrating
What problems is the product solving and how is that benefiting you?
Support for our clients is just one aspect of our need. Additionally we have several public access websites and Freshdesk gives us control over all our multiple products, with separate reporting or call assignment. Understanding our support metrics and SLA has greatly improved using Freshdesk.
Recommendations to others considering the product:
Definately worth a look!
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