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Freshdesk:
What do you like best about the product?
We have used Freshdesks for a couple of years to handle all of our support tickets, and are very pleased with the results. It is priced very competitively considering the features it comes with and was very quick to implement. We recieve a lot of repetitive tickets, which can be handled with a combination of canned responses, scenarios and other automation features. There is also an in-depth analytics system, which allows us to track recurring tickets and monitor patterns on platform usage.
What do you dislike about the product?
Whilst the pricing is competitive, we find the number of users allowed on our pricing tier to be quite limited. This means we cannot setup as many accounts as we'd like and sometimes login credentials have to be shared, particularly when staff are on annual leave or away sick. We have also found the mobile version of Freshdesk to be somewhat limited, not offering the full suite of features that the desktop version provides.
What problems is the product solving and how is that benefiting you?
Freshdesk handles all of our support ticket needs, allowing us to log, track and respond to queries from our userbase.
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Integration of Fullstory with Freshdesk
What do you like best about the product?
This is simple and user-friendly. It was also very easy to integrate with our internal tools.
What do you dislike about the product?
It has limitations in Analytics. When exporting data, it only allows you to do it in PDF and not in Excel. Also, every time I select any parameter in my custom dashboard, it always asks to save the settings. If not saved and we export it, it shares the old data and not the one I have selected.
What problems is the product solving and how is that benefiting you?
We have integrated it with our Mindtickle platform. If our users face any issues with the platform, they raise their issues, and we get them in the form of Freshdesk ticket. We review the logs and work on them accordingly. This tool is helping our large customer base to report their challenge, feedback.
A great software to handle client queries
What do you like best about the product?
User-friendly interface and ease of use.
What do you dislike about the product?
We can't reply to a different person in a trailing email
What problems is the product solving and how is that benefiting you?
Freshdesk streamlines communication, speeds up resolutions, and offers valuable insights, all leading to satisfied clients.
Super easy to use
What do you like best about the product?
I use it every day and the portal is easy to navigate. It's well implemented and integrated with other Fresh services as well, so that's super neat. Customer support has been great as well. Lots of useful features too!
What do you dislike about the product?
Some of the menu items can be a bit more confusion and not as self-explanatory as others if you are not familiar with the service.
What problems is the product solving and how is that benefiting you?
It's a great way to be able to communicate with customers and clients of our company.
A great software which helps ion managing client queries
What do you like best about the product?
Ease of Use, Ease of Implementation, Number of features and Ease of integration
What do you dislike about the product?
A few tickets can not be deleted or marked as closed and bounce back
What problems is the product solving and how is that benefiting you?
Freshdesk helps to manage all the client queries at one place
Fresh Desk Has been the best Tool for customer support.
What do you like best about the product?
Ticket management and Sorting of the tickets with ease. It is very easy to implement in a company. And is the very good tool for Customer support job roles.
What do you dislike about the product?
integration with other tools is bit difficult.
What problems is the product solving and how is that benefiting you?
easy tracking and marking of tickets unlike GMAIL. As all tickets now can be tracked with SLA and uregnecy of the request. Moreover This tool has helped me in anaysing the Customer satisfaction by our team.
Customer support make easier
What do you like best about the product?
Organizing tickets , managing threads and displays leaderboad, adding canned responses makes easier
What do you dislike about the product?
The thread being displayed in a small screen
What problems is the product solving and how is that benefiting you?
It has a shared inbox which is easier to work in the team . Assign the tickets to other team members when we are off work
Freshdesk- helping me deliver excellent customer support
What do you like best about the product?
It helps in managing a huge number of tickets minimising the problems faced while providing customer support. It is also easy to use with a user friendly interface.
What do you dislike about the product?
As Freshdesk is a cloud-based platform. The reliability of internet connection for access limits its usage
What problems is the product solving and how is that benefiting you?
It helps me manage a robust number of tickets. It helps in categorising and priortising the tickets. It also helps me in assigning and escalating tickets and queries. It helps me manage communication with cross functional teams as well.
Freshdesk
What do you like best about the product?
User-friendly software. It is easy to navigate and helps us in our day-to-day business routine. We can easily give solutions and communicate to our students or customers. The website we use that we integrate into Freshdesk provides ease.
What do you dislike about the product?
We dont dislike it because it helps us our business daily
What problems is the product solving and how is that benefiting you?
Freshdesk solves our problem daily as this our primary tools to communicate and answer the inquiry of our customers
Great product - meets the majority of our needs
What do you like best about the product?
Automation is really useful, agents find the system really easy to use, so training isn't needed.
What do you dislike about the product?
Freddy co-pilot is really expensive
Surveys doesn't have an option for an NPS question- we have to buy survey monkey and track CSAT outside of Fresh, which isn't what we want.
Surveys doesn't have an option for an NPS question- we have to buy survey monkey and track CSAT outside of Fresh, which isn't what we want.
What problems is the product solving and how is that benefiting you?
Customer Support
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