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Best Integration For the Company
What do you like best about the product?
The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly.
What do you dislike about the product?
Shortcuts are not very user-friendly. Could be a little better.
What problems is the product solving and how is that benefiting you?
Solves the issue of slow response times and inaccurate data collection.
It has been amazing
What do you like best about the product?
Freshdesk Ai services are the best and makes solving tickets much faster.
What do you dislike about the product?
The shortcuts are hard to navigate, and there are a lot of buttons that may not be necessary.
What problems is the product solving and how is that benefiting you?
Helps solve tickets faster and can add notes to ensure accuracy.
Wonderful Reports!
What do you like best about the product?
The reporting software is fairly accurate with minimal delay.
What do you dislike about the product?
The macro's and shortcuts can be a little difficult to use.
What problems is the product solving and how is that benefiting you?
Reports for each of our agents and our overall team reports are easier to access.
easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
Freshdesk Review ~1 year of use
What do you like best about the product?
Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
What do you dislike about the product?
The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area.
What problems is the product solving and how is that benefiting you?
Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/
Support effectiveness with less costs
What do you like best about the product?
Cost is the major factor, but the easy to use interface must be mentioned as well.
What do you dislike about the product?
I think that the KB section must have some improvements in terms of UI.
What problems is the product solving and how is that benefiting you?
Operational costs when providing support to customers.
A better fit for us than Zendesk
What do you like best about the product?
1. The natural language bot is good
2. The configuration options are endless
3. Easy, powerful integration with jira.
2. The configuration options are endless
3. Easy, powerful integration with jira.
What do you dislike about the product?
1. Confusing documentation as there's o;d and new versions available on the internet
2. Customer support can be slow to respnd but they are helpful when they do
2. Customer support can be slow to respnd but they are helpful when they do
What problems is the product solving and how is that benefiting you?
The problems are pretty standard, we want to switch as many users as possible to self serve and Freshdesk's Freddy AI has helped with that a lot.
A Well-Rounded Helpdesk Platform for Growing Team
What do you like best about the product?
What I like best about Freshdesk is its clean interface, smart automation, and multichannel support. It streamlines ticket handling and improves team collaboration without overwhelming users.
What do you dislike about the product?
Freshdesk can lag during peak hours, and some advanced features are locked behind higher-tier plans. The mobile app also feels limited compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer inquiries from multiple channels, automate ticket routing, and track resolution times. This has improved our response speed, reduced missed tickets, and increased customer satisfaction.
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