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Freshdesk: Streamlining Customer Support
What do you like best about the product?
Clean interface, easy ticket management, and strong automation features that save time. The reporting tools and self-service options are also very useful.
What do you dislike about the product?
Some features feel limited without higher-tier plans. Reporting can be rigid, and the mobile app isn’t always reliable. Occasional lags during peak usage.
What problems is the product solving and how is that benefiting you?
Manage customer interaction and engagement logs
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It really helps to keep track of my tasks and support tickets.
What do you like best about the product?
The 'Ticket Views' option, it does a great job of organizing tickets and allowing me to track them through separate views. The SLA indicators also help me prioritize my work and ensure tickets are closed on time.
What do you dislike about the product?
Replying to a thread in Outlook results in a duplicate ticket being created, which I have to manually merge each time.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our support process easier by keeping all customer messages in one place. It helps us organize tickets, set priorities using SLAs, and respond faster. Features like ticket views and automation save time and reduce manual work. This helps us stay on top of issues and give better support to customers.
Could be way better!
What do you like best about the product?
Having a customer portal where they can submit tickets, access the knowledge base & track their tickets.
What do you dislike about the product?
The portal needs to be more customisable easily rather than needing an engineer to customize it every time.
What problems is the product solving and how is that benefiting you?
Helping us connect with our user base & triaging their complaints etc. This creates a sense of trust on the brand image.
Freshdesk makes Support works simple and scalable
What do you like best about the product?
It's user-friendly, which made onboarding our team a breeze. The automation features like ticket routing, canned responses, and SLAs help us save time and stay organized. We also love how it centralizes communication across email, chat, and phone — making support seamless.
What do you dislike about the product?
The mobile app feels limited compared to the desktop version, especially for admins. Some of the more advanced tools and reports are locked behind higher-tier plans, which adds cost as we scale. Initial setup for deeper automation also had a learning curve.
What problems is the product solving and how is that benefiting you?
It helps us manage high volumes of customer inquiries without losing track or missing deadlines. It centralizes support from multiple channels, so we don’t need to juggle between platforms.
Customer of helpdesk for past 5 years
What do you like best about the product?
Simple and understandable UI for everyone
What do you dislike about the product?
Pricing is bit on higher side , not much offers for existing customers
What problems is the product solving and how is that benefiting you?
Ticketing system helpes track down past issues and also have a track on open issuesn
Freshdesk - Review
What do you like best about the product?
1. Ease of use
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
What do you dislike about the product?
1. High Pricing
2. AI is not very robust
2. AI is not very robust
What problems is the product solving and how is that benefiting you?
We use it for the customer support team
Intelligent and Robust Customer Interaction Tool
What do you like best about the product?
I've been using Freshdesk for a while now, and it has truly streamlined the way we handle customer support. It offers an intuitive interface and a suite of modern tools that make managing support effortless. One of the standout features is how it consolidates tickets from various channels—email, social media, and phone—into a single workspace, ensuring our team stays organized and responsive. The integrations have also been a game-changer, saving us time and improving efficiency. Overall, Freshdesk has been a reliable and user-friendly solution that has significantly enhanced our customer service experience.
What do you dislike about the product?
There are a few aspects that could be improved. The associated subscription cost is a bit on higher side, especially since some advanced features are locked behind higher-tier plans. Additionally, more customization options are required for business needs.
What problems is the product solving and how is that benefiting you?
Freshworks has helped to tackle some of the biggest concerns in customer support. It helped in segregating emails, social media messages, chat, and phone. Freshdesk simplified by pulling everything into one page, so teams don’t have to waste time switching between different platforms.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
From a user’s perspective, these features make a real difference—faster responses, better segregation, and smoother interactions with customers. Freshdesk makes customer support feel a lot more friendly.
Easy onboarding system
What do you like best about the product?
easy to understand, and implementation with in 2 months
What do you dislike about the product?
User Interface quite confused our team because FW separate team to develop eg. Freshdesk and Freshchat , the data dont sync
What problems is the product solving and how is that benefiting you?
better ticketing system and automation
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Awful Experience. Bad Team. Bad Product. Overcharging.
What do you like best about the product?
unfortunately, we never got the product working even with their help. I don’t see any upsides.
What do you dislike about the product?
Their support is pretty bad. We had a set of requirements going in and we’re executing against those requirements. Their support just tried to force us off the phone and could never really solve the basic functionality. We need in a support system.. for instance, showing a users own tickets. It was not easy to integrate, and all the documentation was different. There referenced various versions of their web SDK and then tried to send me different configurations and versions, and it never worked. I didn’t even get to trying to secure login, JWT.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
What problems is the product solving and how is that benefiting you?
We needed a customer support tool that had basic features.
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