Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Best Email Ticketing
What do you like best about the product?
The best part about the freshdesk is how the team leads/managers can make changes from creating canned responses to creating scenario based automated flows/responses
What do you dislike about the product?
The interface is not very impressive. It sometimes confuses the first timers. The daily update metrics are also not very clear and is very confusing thus, not giving a very clear view of what's happening
What problems is the product solving and how is that benefiting you?
We used Freshdesk to manage our email customer support tickets. All incoming and outgoing tickets were managed through this platform. In fact, we had integrated this with other Fresh product- Freshchat.
Best CRM you can ever get
What do you like best about the product?
The best part about Freshdesk for me is the seamless integration with other tools we use in the organization, proper record maintenance of everything and help keep a track
What do you dislike about the product?
it can be more intuitive, and some features like calling integration can also be helpful, and this could become an all in one suite for customer relationship management
What problems is the product solving and how is that benefiting you?
Seamless team management, the easiest way to manage all the emails and tickets, and easy assigning of tasks across the team has been the best part about freshddesk.
Awesome tool, excellent free version as well
What do you like best about the product?
The ease of use makes it one of the best software I've used to manage support.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
The free version offers enough bandwidth to run complex operations with ease.
The support provided by their team is quite good too.
What do you dislike about the product?
The layout to show the conversation thread could be optimized.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
The client usually doesn't understand the diff b/w adding a Public Note vs replying as there isn't enough clarity when replying from the nbox instead of the dashboard.
What problems is the product solving and how is that benefiting you?
We use it to solve almost all support problems.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
Freshdesk is where all the grievance redressal is done, users are free to create tickets and we rely on this tool for a majority of our support work.
You need a nice and powerful help desk? Look no further...FreshDesk is the answer.
What do you like best about the product?
I like the Automations that FreshDesk provides and the simplicity to use.
What do you dislike about the product?
I can't thnik of one, everything about the software is great.
What problems is the product solving and how is that benefiting you?
We solve IT-related issues using FreshDesk.
Recommendations to others considering the product:
Just get it; it's far better than the other platforms and affordable.
system needs to be modified more
What do you like best about the product?
It is helpful for better communication and understanding
What do you dislike about the product?
need more modification and automization of system
What problems is the product solving and how is that benefiting you?
customer ticket resolution
Product is good but support for the product is poor. Follow up is not good from their support team.
What do you like best about the product?
The reporting aspects of Freshdesk are good. There are some analytic reports which give deep insights into all aspects and features of Freshdesk. Their reporting makes accountability for the team easy.
What do you dislike about the product?
In recent months their support has been poor. They do not respond and most of the time are not available on Live Chat. I believe they are based in India, so supporting a company in the U.S. seems to be an issue as they are not online during U.S. business hours for live chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.
What problems is the product solving and how is that benefiting you?
All of our customer communication flows into Freshdesk. We also use it for Knowledge Base articles and tracking. The benefit is having it all in one system and easy reporting across multiple channels of support.
it is very use ful
What do you like best about the product?
Timeline of ticket status and quick resolution to customer
What do you dislike about the product?
nothing every thing is fine nothing every thing is fine
What problems is the product solving and how is that benefiting you?
we solve customer problems via freshdesk, and it helps us to solve the customer problem in timely manner
Recommendations to others considering the product:
Timeline of ticket status
So far the best customer service software
What do you like best about the product?
It is a great tool for customers support. Makes it easy for me to filter my tickets and view my performance. KB and other modules are easy to reach
What do you dislike about the product?
There is nothing to dislike about freshdesk
What problems is the product solving and how is that benefiting you?
Handling customer queries And addressing them, sometimes taking calls. It keeps me more productive.
Best customer service platform
What do you like best about the product?
Among all features, the ticketing system is unique.
That’s what I like the most.
That’s what I like the most.
What do you dislike about the product?
The system could improve the speed and accuracy of topic auto-categorization.
What problems is the product solving and how is that benefiting you?
Solved turn around time for the responding to query
Recommendations to others considering the product:
The agent's workflows are automated to save time when attending to customers
Freshdesk is the Best Customer Support
What do you like best about the product?
Consolidated way to put the Solution Articles for our customers.
What do you dislike about the product?
Constraints in Dashboard Queues, Constraints in Priority.
What problems is the product solving and how is that benefiting you?
Customer Queries handling. Best Customer Service with CRM tool.
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