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Freshdesk Review from a Customer Service Manager perspective
What do you like best about the product?
It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk
What do you dislike about the product?
We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up.
What problems is the product solving and how is that benefiting you?
Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics.
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Good software
What do you like best about the product?
ease of use
Support
Productivity
Options
Support
Productivity
Options
What do you dislike about the product?
The analytics sometimes does not do thing
What problems is the product solving and how is that benefiting you?
Managing massive tickets
A User-Friendly Solution with Robust Features
What do you like best about the product?
Freshdesk is fully customizable platform, it provides solutions to any of our needs and services. Multiple product features, portals and unlimited number of emails to add.
What do you dislike about the product?
Slow loading times when viewing ticket filters, ticket merging system and customet support.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline all of our products communication (20+ products with 100+ emails) in one place. Product portal helps us to decrease ticket and it's fully customizable.
Using powerful Freshdesk API
What do you like best about the product?
Reporting and Analytics. Automatic ticket creation.
What do you dislike about the product?
Limit in API. Not so interactive UI. Lag.
What problems is the product solving and how is that benefiting you?
FD is a single tool that helps to track the inflow of tickets. Our stakeholders are using typeform to raise issues which is linked to Freshdesk. Also, We have piped all the alerts to FD which helps to track and closure of alerts.
Its been absolutely good. Much better than zenddesk!
What do you like best about the product?
Our coustom log in capability and Freddie!
What do you dislike about the product?
I would like tickets ways to organize the tickets better
What problems is the product solving and how is that benefiting you?
Its allowing is to keep coustomr requsts organized. That helps alot.
great tool for managing your support desk
What do you like best about the product?
ticket management, automation and collaboration capabilities are just a few of the highlights of freshdesk.
integration with other tools and easy interface makes it so easy to be part of the team.
integration with other tools and easy interface makes it so easy to be part of the team.
What do you dislike about the product?
i have observed no downsides in 4 years of using it
What problems is the product solving and how is that benefiting you?
reporting, increasing agent productivity, increased customer satisfaction,
Using Freshdesk
What do you like best about the product?
The ticketing system is a great tool when dealing with a large number of requests during the day. Reporting features are also nice. Fresh desk is very easy to use.
What do you dislike about the product?
Responses to tickets are not always shown completly in the emailed copies of the tickets.
What problems is the product solving and how is that benefiting you?
Fresh desk helps proritze needs. It is very helpful with tracking progress as well as retaining how issues were resolved. Canned options are great for notes and frequestly asked questions.
Works as an ATS
What do you like best about the product?
We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc
What do you dislike about the product?
It's kind of hard to have reports, data analysis
What problems is the product solving and how is that benefiting you?
We can manage a lot applicants that daily recieve and that's impact on our productivity
Reporting and analytics made easy
What do you like best about the product?
My company used to have gmail as our prior support inbox, with freshdesk it was possible to have reports and analytical insights to help improve our SLA response time and keep customers satisfied.
What do you dislike about the product?
I think the product is going through many changes and with that comes some bugs, but other than that, nothing to complain about.
What problems is the product solving and how is that benefiting you?
Helps us to have better anaylitical views on how to improve. Helps also with productivity with canned responses and automations.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
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