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Easy prioritization and overview of ongoing tickets
What do you like best about the product?
I am using Freshdesk daily, it is the main tool that we use to reply to client's requests.
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
What do you dislike about the product?
Freshdesk has a useful AI tool called Fredy AI, but unfortunately it is available only on high-paying plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us to organize and prioritize the daily tickets for each agent to be focused solving issues that matter most.
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An easy-to-use tool for maximum efficiency gains
What do you like best about the product?
merging of similar tickets, access to documentation, ease of use
What do you dislike about the product?
The fact that you can't change the recipient when replying to a ticket and that when a copied email replies you lose the ticket and the conversation in progress.
What problems is the product solving and how is that benefiting you?
Mainly KPIs, documentation and better monitoring of customer files.
A smart, fast and simple way to answer the customer's requests
What do you like best about the product?
I like the functionality that allow us to memorize automatic responses that can be used fast and easy
What do you dislike about the product?
Cannot say, at the moment I am fully satisfied
What problems is the product solving and how is that benefiting you?
Answering standard questions with saved templates
Transforming Customer Support with Intuitive Features
What do you like best about the product?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
What do you dislike about the product?
Moving forward, our focus will be on enhancing reporting and analytics through integration with a third-party BI tool for deeper insights and real-time monitoring which is not upto the mark as of now and this is our pain point
What problems is the product solving and how is that benefiting you?
Freshdesk has streamlined our customer support, allowing our team to tackle complex inquiries with ease and efficiency. Its automation tools have sped up response times and improved our support quality overall.
Efficient ticketing tool
What do you like best about the product?
Freshdesk helps us manage and address our client's concerns faster.
What do you dislike about the product?
None that I know of. Haven't had any problem so far.
What problems is the product solving and how is that benefiting you?
It helps us communicate wtih clients faster and efficiently
Ease of use and system integration
What do you like best about the product?
I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
What do you dislike about the product?
Support.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
What problems is the product solving and how is that benefiting you?
Linking business and admins using a robust helpdesk platform. Works really well.
Best Ticketing system
What do you like best about the product?
made it simpler to view all support enquiries in an unified form.
What do you dislike about the product?
Cannot run multiple automations on a specific ticket.
What problems is the product solving and how is that benefiting you?
able to prevent two agents from responding to the same email.
Great Experience
What do you like best about the product?
Automation and auto response to the ussual emails.
What do you dislike about the product?
Discountinuation of Twitter tickets, Thanks
What problems is the product solving and how is that benefiting you?
automation and auto response
Enhanced ticketing
What do you like best about the product?
Assigning tickets to streamline the work flow has never been easier with any other platform compared to freshdesk
What do you dislike about the product?
Price could be a bit lower to accommodate more agents
What problems is the product solving and how is that benefiting you?
Ticket management and agent assigning
Great automations and Customer portal
What do you like best about the product?
Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated.
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
What do you dislike about the product?
Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking.
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
What problems is the product solving and how is that benefiting you?
Ticket management
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