Freshdesk
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,381 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Freshdesk is helpful and rather user friendly
What do you like best about the product?
I like that there are a variety of options. I can set the view to most recent, most recently modified, etc. I also like that I can switch between users easily without having to log in and out. I also enjoy being able to loop in other members of my team onto specific tickets. Adding personalized tags is really nice as well. I also really enjoy the classes that they have been putting out recently.
What do you dislike about the product?
I wish customization included a way to remove options you don't use. The screen is very busy when you don't really care about some of the fields. I would be happier if Settings went back easier. When you change to view your Spam folder, for instance, it is kind of a pain to remember to click back to the folder you want before clicking tickets and finding yourself still in the same spot. That is probably user error on my part, however.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide customer support for an MMORPG. It definitely allows for multiple people on our end to jump in and lend a hand.
Recommendations to others considering the product:
Freshdesk is great for customer support. I really find it helpful in so many areas.
Freshdesk makes customer support seem like a breeze
What do you like best about the product?
The product is reliable and very stable. It is always there when it is needed, and will not let you down. They add new features, but not in a way that disrupts your workflow.
What do you dislike about the product?
The solutions knowledge base needs some work. The process of creating and maintaining articles is somewhat tedious.
What problems is the product solving and how is that benefiting you?
Being able to work with multiple product lines and client needs in a seamless fashion. We are able to quickly resolve tickets and share our knowledge with the rest of the team if necessary.
One of the easiest and flexible cloud Helpdesk solution
What do you like best about the product?
- Highly flexible - almost everything from the portal design, SLA, support product, etc. can be configured
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
What do you dislike about the product?
- Some functionalities still not available (you can read about them in their support forum)
What problems is the product solving and how is that benefiting you?
We used to have a tough time tracking ticket resolution with SLA and ensuring that we are answering customer's (end user) questions on time and effectively ... now we can!
Fresh Desk review
What do you like best about the product?
Web base, easy access , trial version of the product
What do you dislike about the product?
report is not that accurate, not user friendly, chat tab are not organized
What problems is the product solving and how is that benefiting you?
Technical issue of home base teachers
I expected more
What do you like best about the product?
I liked the ability for a customer to check their status and communicate with the reps.
What do you dislike about the product?
I was disappointed with the reporting capabilities.
What problems is the product solving and how is that benefiting you?
We were trying to give access to customer support, where they didn't have it before.
Recommendations to others considering the product:
Think about your model and what you are trying to achieve. If this is a first access for a fresh team just starting, this can be a good solution. Consider scaling and long term goals though.
Great for Solopreneur HelpDesk
What do you like best about the product?
I love that FreshDesk gives me the ability to setup automated email responses; as a software developer, I can set up an email that 1) responds to the client in a customer-centric way by identifying their domain; and 2) creates a card in my Trello board with the issue.
What do you dislike about the product?
Nothing really - it's great. Asking too much to have simple CRM to manage potentials? :-)
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to simply manage my client enquiries without pfaffing around looking for the last link I sent out; if they report a bug, it gets emailed into a bug list in Trello; if they need a download link they just include a particular subject and the auto-email sends the link for that organisation. Simple. For any common 'how to' enquiries, I have referrals to the forum for step by step instructions. I look professional, and I look like I have a team. What's not to love?
Recommendations to others considering the product:
Great for software developers needing to manage multiple client deployments.
Freshdesk Rocks!
What do you like best about the product?
Cloud based, has all the basic features you expect from a ticketing system, great support and sensible product management driving enhancements based on customer feedback.
What do you dislike about the product?
Would like more criteria available when searching tickets.
What problems is the product solving and how is that benefiting you?
We needed a scalable ticketing system to grow with our company, that is accessible to our clients and offers a knowledge base as well. The automation features are great, and we just recently enabled calling through Freshdesk as well.
Simple Ticket Management
What do you like best about the product?
Clean integration of external sources. Availability of open API for further analysis
What do you dislike about the product?
can't currently integrate with our internal communication platform of choice.
What problems is the product solving and how is that benefiting you?
A clean easy system for deploying and managing support tickets. Allowed the management of emails to be moved out and cleaned up our support management flow.
Recommendations to others considering the product:
Cloud based solution gives good flexibility in use
Freshdesk Review - IT Level
What do you like best about the product?
Ease of use of the system for both the service provider (Company) and users of the software (Customer) and at a relatively low pricing
What do you dislike about the product?
The lengthy registration process, it is complex as well.
What problems is the product solving and how is that benefiting you?
We were facing complaints related issue with IT department, it was very hard to keep track of the problems reported and the solution proposed. By freshdesk we have sorted that issue and using that we can manage the issues and solutions very easily
Decent, but tried to nickel and dime for anything extra
What do you like best about the product?
The software was easy to configure and simple to use. The reporting was fairly decent and you could easily output into Excel for data manipulation.
What do you dislike about the product?
There were a few scenarios that I felt like we were being nickeled & dimed by FreshDesk. For example, built into their second-tier account layer is built-in functionality that allows a user to send an email from a shared mailbox (support@....com) if the user manually switches the configuration on the individual email. If you want this to be the default, you need to upgrade to the highest tier to gain access to their entire email server suite for approximately 3x the cost.
What problems is the product solving and how is that benefiting you?
Used as a ticketing system for tracking interactions with clients. This allowed for an organized way to track the flow of inbound tickets, identify the frequent users, determine the impact of the initiatives, and easily communicate the status of issues.
Recommendations to others considering the product:
Simple solution out of the box with many easy-to-use settings. Unfortunately, you might be surprised to learn what is an add-on.
showing 3,271 - 3,280