Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Great!
What do you like best about the product?
I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.
What do you dislike about the product?
I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.
What problems is the product solving and how is that benefiting you?
Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.
- Leave a Comment |
- Mark review as helpful
Perfect
What do you like best about the product?
Support team is really helpful, article and support pages are informatics
What do you dislike about the product?
It's getting complex if you managing more products
What problems is the product solving and how is that benefiting you?
Helping managing customer help desk
External configurability lacking
What do you like best about the product?
Makes is very easy to get report for agent performance
What do you dislike about the product?
I cannot get information from my backend system directly to Freshdesk
What problems is the product solving and how is that benefiting you?
Ensuring we can provide timely resolution to customer queries and track them
Freshdesk Omnichannel
What do you like best about the product?
Freshdesk Omnichannel ticket management helps to keep track of a lot of things such as sla times, it's very nice that they report against me, I like it. this is amazing.
What do you dislike about the product?
There are no negative aspects in general.
What problems is the product solving and how is that benefiting you?
An application that works very well when talking to customers, I personally liked it.
Ticketing and calling software for Customer support
What do you like best about the product?
It offers a wide range of features such as multi-channel support, automation of routine tasks, a knowledge base for customers, and customizable ticket fields, It also integrates with Salesforce, Slack, and Jira,
What do you dislike about the product?
it could improve its customization options and old design. Sometimes there can be
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
some technical issues, such as slow load times or glitches in the software, and it's very frustrating
What problems is the product solving and how is that benefiting you?
It helps prioritize customer inquiries, assign them to specific agents, and set up automated responses to common queries. It also provides analytics and reporting tools to help track customer support performance and identify areas for improvement.
I have worked with Freshdesk for years
What do you like best about the product?
I enjoy how Freshdesk helps organize all of the customer service emails into one place and I can organize them how I want to (key words). The ability to see what emails are open and pending easily helps me keep customers happy!
What do you dislike about the product?
When the customer decides that they do not want to open a new email and reply to an already "closed" ticket, it does not pop back up into my queue, makinging me lose valubale time having to review already closed tickets.
What problems is the product solving and how is that benefiting you?
Our customers need help with their orders and also answers to questions about our VIP community that is 100% online. Without freshdesk we could not provide fast support to them.
I would not recommend it for its customer service
What do you like best about the product?
The price is a cheap platform useful for small teams, not complicate flows, and volume of tickets less than 4k , new business that can not invest in better solutions,
What do you dislike about the product?
There is no improvements on the Agents experience, you don't get easy look at the customer timeline, custom card o, Analitics is ireally complicated to customize reports.
My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
What problems is the product solving and how is that benefiting you?
manage a volume of inquiries of 5-10k with 4 languages and 3 channels
Easy to use, good support
What do you like best about the product?
How easy it is to use and the many integrations it has
What do you dislike about the product?
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
What problems is the product solving and how is that benefiting you?
Providing customer support in one channel
Freshdesk is a game-changer for customer support
What do you like best about the product?
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
What do you dislike about the product?
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
What problems is the product solving and how is that benefiting you?
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
A good ticketing system
What do you like best about the product?
1. The customizations, for example: custom ticket statuses
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
What do you dislike about the product?
I cant think of anything specific that would make me dislike/stop using the solution.
What problems is the product solving and how is that benefiting you?
Managing tickets/technical queries from our customer base has been much easier since Freshdesk.
Also, it allowed us to automate some responses and track SLAs much better.
Also, it allowed us to automate some responses and track SLAs much better.
showing 421 - 430