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Reviews from AWS Marketplace

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External reviews

3,325 reviews
from G2

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    Zain F.

Great User Interface

  • January 17, 2025
  • Review verified by G2

What do you like best about the product?
Analytics, allowing me as a TL to keep a check on individual performance
What do you dislike about the product?
Nothing really, the interface is easy to use.
What problems is the product solving and how is that benefiting you?
allowing us to receive feedback from our customers, as well as allowing us to resolve the issues in a timely and proficient manner


    Brian K.

Succes with Freshdesk

  • January 17, 2025
  • Review verified by G2

What do you like best about the product?
Freshdesk is incredibly user-friendly and makes managing customer support seamless. Its intuitive interface, automation features, and robust ticketing system save time and improve efficiency. Plus, the integration options are excellent, making it adaptable to various business needs.
What do you dislike about the product?
We would greatly appreciate it if the AI chat agent could be more advanced and intelligent.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep all our customer inquiries in one place, so nothing gets missed. It makes it easy to manage emails and chats, without jumping between different tools. The automation features save us a lot of time by handling repetitive tasks, and it’s made our customer support faster and more organized. Overall, it’s helped us give better service and stay on top of things.


    Nanditha R.

Very user friendly tool

  • January 17, 2025
  • Review provided by G2

What do you like best about the product?
Fresh desk is very user friendly. And easy to work upon.
What do you dislike about the product?
Nothing. Most of the features in freshdesk is good
What problems is the product solving and how is that benefiting you?
To clear the email tickets is helping us


    Jenny P.

Efficient and Seamless Customer Support with Freshdesk

  • January 17, 2025
  • Review verified by G2

What do you like best about the product?
I appreciate Freshdesk's interface and powerful automation features that simplify our work on customer support and payment support-related ticket management and Freddy improves our responses and Canned responses save time. Its Freshdesk's multi-channel support allows seamless email, chat, and social media communication, ensuring consistent customer service. The analytics and reporting tools are already some reports are predefined we need to update them according to our use. The reports provide valuable insights to optimize team performance and CSAT helps improve customer satisfaction.
What do you dislike about the product?
One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support.
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes.


    Abdul S.

Best tool for Customerservice

  • January 16, 2025
  • Review verified by G2

What do you like best about the product?
Easy to track tickets, Sla meet, KPI basef on the Freshdesk tickets
What do you dislike about the product?
its bit slow when I add FreshDesk properties
What problems is the product solving and how is that benefiting you?
filling up the properties via Ai


    Consumer Goods

Fantastic Ticketing Tool

  • January 16, 2025
  • Review verified by G2

What do you like best about the product?
Freddy AI which is a new service being added. Its a biggest solution ever to the front line agents.
What do you dislike about the product?
The fixed properties, we cannot customise much.
What problems is the product solving and how is that benefiting you?
Through freshdesk we keep a track of all tickets coming through our app - it helps us to know the customer app journey.

It also tells us the trend of issues customer s are facing which we track monthly to understand the issues.


    Financial Services

Freshdesk_Feedback

  • January 14, 2025
  • Review verified by G2

What do you like best about the product?
Product capabilities, Automations, execute scenarios, Reporting and analytics
What do you dislike about the product?
01. In Time trigger automations we dont have webhook option or of adding a public note on tickets.
What problems is the product solving and how is that benefiting you?
TIcket autoassignment made easy.
Reporting made easy
Third party app - Bulk light manager has helped in actioning tickets in bulk
Automations helped us in reducing agent bandwidth by 25%


    AKIB S.

Effortless Ticket Management and Enhanced CSAT with Freshdesk

  • January 14, 2025
  • Review verified by G2

What do you like best about the product?
The platform makes it incredibly easy to manage a high volume of tickets, especially during peak seasons. Features like canned responses, SLA management, and the ability to customize workflows have streamlined our operations, saving us countless hours. The self-service options, such as the knowledge base and chatbot integration, have empowered our customers to resolve their issues independently, resulting in a noticeable 15% reduction in L1 queries. Additionally, the robust analytics and reporting tools provide actionable insights, helping us make data-driven decisions to improve overall support performance.
What do you dislike about the product?
Enhancements to make the interface even faster and more flexible would make it an even better tool for scaling during high-demand periods.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us address several critical customer service challenges:

Managing High Ticket Volumes: During peak seasons, Freshdesk allows us to seamlessly handle a 25% increase in ticket volume without compromising response or resolution times. The automation features, such as ticket routing and canned responses, ensure efficient workload distribution.

Improving Customer Satisfaction: With Freshdesk’s self-service portals and chatbot integration, we’ve empowered customers to resolve issues independently, resulting in a 15% reduction in L1 queries and consistent CSAT scores above 80%.

Streamlining Operations: The platform has simplified ticket management with features like SLA tracking, priority settings, and unified communication channels, improving our agents’ productivity by 20%.

Providing Actionable Insights: Freshdesk’s analytics and reporting tools give us a clear view of performance metrics, helping us identify bottlenecks and optimize processes to enhance customer experience.

Overall, Freshdesk has not only improved our operational efficiency but also strengthened our ability to deliver exceptional customer service.


    Umesh R.

Freshdesk the way forward for CS

  • January 10, 2025
  • Review verified by G2

What do you like best about the product?
01. All Automations
02. Knowledge base
03. Execute Scenarios
04.
What do you dislike about the product?
01.AHT is only calculative of time spend on a ticket details page.
02. In Time trigger automations Adding a note or addition of Webhook is not available.
What problems is the product solving and how is that benefiting you?
01.Freshdesk has helped us in lot many ways in terms of handling the high and unexpected inflows.
02.We have integrated custom mailboxes so that all the customer queries can land into freshdesk inbox and team can work on them accordingly without delay.
03. Ussing freshdesk automations we are able to hadnle 25% of our daily inflow without an agent intervention.


    Food & Beverages

Makes it easier to keep a track of productivity and easy to check real-time productivity

  • January 10, 2025
  • Review verified by G2

What do you like best about the product?
All kind of actions taken in a particular ticket. It gives a clear picture to take further action
What do you dislike about the product?
Any change in ticket fields impact all the groups. It should be limited to a group where changes are required
What problems is the product solving and how is that benefiting you?
It is hepful in communicating to the customer through emails. Keeping a track of productivity and each action of the particular ticket