We performed a comparison between Ameyo Fusion CX and Freshdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We previously used Survey Monkey. We moved to using this solution because it offers more features. This solution offers call billing, CRM capabilities and remote support."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"The UI is easy to use."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"Freshdesk significantly improved our customer issue resolution process. We can now easily record and track all customer requests, ensuring that no tickets are lost."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"Technical support is outstanding."
"In a future release, I would like to have smart learning. There are three phone networks in the UK and we want to know which networks are being used. I would also like to have language interpretation."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Technical support is not the best. It could be much, much better and offer better support to users."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"I would like on-the-go translation,"
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
Ameyo Fusion CX is ranked 28th in Help Desk Software with 1 review while Freshdesk is ranked 9th in Help Desk Software with 27 reviews. Ameyo Fusion CX is rated 7.0, while Freshdesk is rated 8.4. The top reviewer of Ameyo Fusion CX writes "CRM and billing solution used in a large enterprise that offers scalability and stability". On the other hand, the top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". Ameyo Fusion CX is most compared with , whereas Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and TOPdesk.
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