Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,452 reviews
from
External reviews are not included in the AWS star rating for the product.
Easy to use with loads of features keeping customer at the center
What do you like best about the product?
Multiple Teams can collaborate very easily and have view of the issues raised by customer.
As a CSM, I can track whats going on, guide teams with internal notes.
As a CSM, I can track whats going on, guide teams with internal notes.
What do you dislike about the product?
Tagging people is very tricky here. This can be improved a bit.
Additionally, setup of account according to various plans support should also be there.
Additionally, setup of account according to various plans support should also be there.
What problems is the product solving and how is that benefiting you?
Multi-team visibility is there for the tickets which helps with collaboration.
Relevant teams can increase priority as per the case raised.
Relevant teams can increase priority as per the case raised.
Recommendations to others considering the product:
Great tool to address your customer issues and even better for internal teams to collaborate and help solve those issues.
Good customer support application
What do you like best about the product?
I like it because, I can track or view any pending tickets to be address by me to our customer. Also chatbot reduces the frequently asked workload.as well our customers loved this platform
What do you dislike about the product?
Price of this platform is little high, comparing the level of options available with this platform. support performace report is generating out of it is not upto the mark.
What problems is the product solving and how is that benefiting you?
Resolved problem of, receiving repetitive same concerns from customer, bot use to handle those queries on own. And ticket tracking is also added advantage for us.
Our Freshdesk Journey
What do you like best about the product?
We enjoyed the seamlessness and ease of using Freshdesk and the incorporation of the Live Chat and Caller aspects. It was great to have everything on one platform.
What do you dislike about the product?
Freshdesk was unreliable for us. We regularly had customers reporting that they had sent us tickets or replied to a ticket and we did not receive these contacts.
What problems is the product solving and how is that benefiting you?
Having the three main contacts chat, email and phone in one helpdesk helped agents with time management during our busiest season. Agent response time was up!!!!
Great CS platform!
What do you like best about the product?
UI is super easy to use and understand. I can clearly get the information I'm looking for without too many clicks around the tool
What do you dislike about the product?
I believe there are some limitations from a configuration point of view but as a user I'm super happy
What problems is the product solving and how is that benefiting you?
It's great for managing our customer support, service our customers and run an efficient help desk.
Nice interface easy to use
What do you like best about the product?
Ease of usage, quick UI and simple features
What do you dislike about the product?
Linking with mailbox sometimes is difficult
What problems is the product solving and how is that benefiting you?
We are solving tickets, the turn around time is very less
Regular experience
What do you like best about the product?
It was an intuitive tool, with access regulation and easy to learn
What do you dislike about the product?
There was no possibility of automating responses. As intuitive as it was, the layout was not attractive.
What problems is the product solving and how is that benefiting you?
Customer service issues. We were able to meet our demand.
Recommendations to others considering the product:
Good tool, but in need of improvement, especially in service automation.
Best help desk
What do you like best about the product?
I can easily keep a record of customer review and their feature suggestions.
What do you dislike about the product?
There is nothing that I didn't like about this help desk
What problems is the product solving and how is that benefiting you?
User can easily submit their query and admin can easily answer their query.
zoho to freshdesk a fresh journey
What do you like best about the product?
the tools and wide reach of offerings, helpful other party integrations. Freshdesk is once of the best CRM in market
What do you dislike about the product?
pricing is a little on the higher side. but the tools and services are unmatchable.
What problems is the product solving and how is that benefiting you?
The tool's multi-functional chat window makes the agent's life easy.
Very clean and simple to use. From the enduser to the support.
What do you like best about the product?
Its simple to set up and easy enough for end users to not feel inconvenienced by using it. We used to struggle getting people to submit tickets and since starting using Freshservice, our ticket submissions have gone up.
What do you dislike about the product?
I wish the initial setup had more support from Freshservice.
What problems is the product solving and how is that benefiting you?
None right now. Benefits are people submitting tickets versus just calling our desk.
Forum lacks many tools we need to manage Product Ideas
What do you like best about the product?
Freshdesk is very simple. While that has some cons, it does allow for easy onboarding. It did not take very long to learn how to use it. Our team was able to start using it quickly.
What do you dislike about the product?
The Forum it provides is not very helpful to manage Product Ideas that come from customers. A customer can easily post an idea but there is not a good way for PM to manage these ideas. For example, we can not create a list of all Ideas from one customer.
What problems is the product solving and how is that benefiting you?
It works for our support team to manage support tickets. It integrates with Jira so it allows our dev team to work on Jira tickets and push updates back to Freshdesk.
showing 991 - 1,000