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Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk
What do you like best about the product?
Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients.
What do you dislike about the product?
The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for ticketing and managing customer inquires. This enables us to prioritize, track and resolve tickets in a timely manner.
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Easy to use
What do you like best about the product?
My favourite thing about fresh is the very clean UI.
What do you dislike about the product?
Have not had any downsides so far. Our experience has been great
What problems is the product solving and how is that benefiting you?
The automation features have allowed us to improve response timed
Great option for mid-sized teams
What do you like best about the product?
It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is awlays avaiable via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times.
What do you dislike about the product?
There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impsosible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously.
What problems is the product solving and how is that benefiting you?
FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7.
Fantastic Platform
What do you like best about the product?
I love how easy FreshDesk is to learn, and to use. My team has seen great success in introducing this helpdesk to our organizatiion. Since implimentation, we have been able to reduce overall customer wait times and follow up with our team as needed. Having the ability to view overdue items at a glance is extrodinary! No more loosing emails in an inbox when someone takes vacation!
What do you dislike about the product?
The analytics at times can be hard to understand, I will ocassionally see data for closed items depsite having the filters set accordingly.
What problems is the product solving and how is that benefiting you?
FreshDesk solved out problem of loosing emails in an inbox when someone took PTO.
My Review
What do you like best about the product?
The orchestrations with external vendor API's is extremely helpful for automating routine tasks. Allows us to use our labor in more productive methods.
What do you dislike about the product?
Not a whole lot of marketplace apps are relevant to our organization.
What problems is the product solving and how is that benefiting you?
Unified and central support portal offering for all of our internal/external customers.
Freshdesk as best ticketing system
What do you like best about the product?
Freshdesk is an ITSM platform with very comprehensive features. What I like most about Freshdesk's features is the time tracking of our engineers where the data provided is always accurate.
What do you dislike about the product?
It's a shame that the product has a competitive price and several very comprehensive features, but there is one feature that may not be available in Freshdesk, namely asset management, even though this feature is actually in FreshService.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk we were constrained by how to track the utilization of our engineers in supporting customers and how many SLAs our team achieved and how satisfied customers were with our services. Now with Freshdesk all these issues can be solved.
VP of IT
What do you like best about the product?
teh productivity enhancements of the internal support desk
What do you dislike about the product?
remote support has been a challenge due to off hours
What problems is the product solving and how is that benefiting you?
agent productivity
Game changer!
What do you like best about the product?
The functionality to collaborate on tickets and being able to get metrics.
What do you dislike about the product?
Sometimes the UI/UX is a bit confusing to get to the setting you want to update.
What problems is the product solving and how is that benefiting you?
Being able to provide quick support to customers in ticket form, having a chat for instant communication.
100% efficient management of incoming faxes
What do you like best about the product?
It is a very easy to use and user friendly interface ticketing platform
What do you dislike about the product?
Maybe one negatively point is the price of their licenses.
What problems is the product solving and how is that benefiting you?
Incoming faxes
This tool help us a lot to have a better organization in our workflow
What do you like best about the product?
The ticketing tool is the best thing that we try
What do you dislike about the product?
this tool could improve if they should add better or more reporting options
What problems is the product solving and how is that benefiting you?
organization of the different emails box
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