Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FreshDesk helps you manage customer interactions in a clean, efficient, and organized manner.
What do you like best about the product?
I like the user-friendliness of Freshdesk. It's extremely easy to navigate and self-explanatory. I really like that you can create canned responses which allow you to communicate with customer faster and easier.
What do you dislike about the product?
I don't love the layout of the email messages. I wish that, instead of listing the name of the customer, it listed the email address. Often, the
are only guesses and, therefore, incorrect.
are only guesses and, therefore, incorrect.
What problems is the product solving and how is that benefiting you?
We are making sure that we can respond to all our clients in a timely and professional manner. Freshdesk allows us to keep track of response times, and it gives us employee metrics to measure individual performance as well.
A decent low cost option
What do you like best about the product?
The cost and the custom config options. This platform is actually quite detailed in its components, from the knowledge base to the automation options, not bad.
What do you dislike about the product?
The support is not great, but you get the feeling they are really trying. Because the platform is so broad it's hard to explain when you run into an issue what that issue is when the support agent/product person does not seem to understand the platform as well as you do. There are also a lot of features that are price gated which is difficult if you are a startup.
What problems is the product solving and how is that benefiting you?
Freshdesk hosts our KB, is the helpdesk hub and we also use freshcaller. It was quick to set up and get our clients to use.
FreshDesk makes issue resolution for larger organizations simple
What do you like best about the product?
I like that there are several paths that you can set up inside of your organization. We have ours set up to communicate with the right department for each situation. For example, if any of our employees have training improvement suggestions agents can send them directly to my department. Or, if they have technical issues with our software, they can communicate directly with our IT department, or payroll issues go directly to our HR / Payroll departments. It's a great way to keep organized and the right people communicated to. There is an automatic due date assigned to each ticket which allows our agents to know that their issues will be resolved within a set timeframe, and it keeps our teams accountable for resolving the problems.
What do you dislike about the product?
We always recieve emails for each department that we are assigned to as leadership so sometimes my inbox can become convoluted. I set up filters to have these skip my emails, but sometimes they slip through the filter.
What problems is the product solving and how is that benefiting you?
I haven't noticed any real issues. It's simple software, so I've enjoyed the simplicity of the product, and the benefits I see are that it keeps our leadership accountable for resolving problems.
Fresh Desk platform
What do you like best about the product?
User-friendly, time-saving, quick responses, quick notifications, a good app for better communication
What do you dislike about the product?
if there will be a notification sound for every new/updated ticket when it comes up on our dashboard, then that will be very helpful.
What problems is the product solving and how is that benefiting you?
No problems faced till now. Benefits are like- mostly user friendly, simple and effective app algorithms.
Best Helpdesk Ticketing System Around
What do you like best about the product?
The interface visually is clean and simple. Couple this with a navigation menu that is not busy, or complicated, and you have a fantastic blend of simplicity and functionality rolled into one.
What do you dislike about the product?
The fact that I have to add contact first, versus just creating it automatically when I'm doing a ticket, is a bit of a turnoff. It slows down the workflow.
What problems is the product solving and how is that benefiting you?
A dynamic ticketing system directs our customers to log their problems formally. Having a written record of their problem helps us track current issues and identify trends.
Easy to use, powerful tools
What do you like best about the product?
Easy to implement and create automation rules, amazing dashboard
What do you dislike about the product?
integration with crm's can be better. We tried to sync contacts with no luck
What problems is the product solving and how is that benefiting you?
Tickets management, day to day operations including processes
Awesome
What do you like best about the product?
The better way to connect with customers.
What do you dislike about the product?
Sometimes slow and not loading correctly.
What problems is the product solving and how is that benefiting you?
Refund for customers, activating the card, and more internal issues to customers account
Opennetworks (Pty) Ltd and Freshdesk
What do you like best about the product?
At Opennetworks we have been using Freshdesk for almost 5 years. It is a central location to manage our Client's technical issues effectively and to gain insight into the recurring issues.
What do you dislike about the product?
Not anything specific, I sometime struggle with getting the correct reports, but that's a user issue not a system issue.
What problems is the product solving and how is that benefiting you?
With the various channels connected and different routes of connecting, clients get the correct technical solution no matter how they reach out. Be it via WhatsApp, email, and the Knowledge Base, etc. etc. This makes Freshdesk a powerful tool. Integration with other systems is relatively simple, and there's always someone on the other side of the phone to assist and troubleshoot if necessary.
Best ticketing tool
What do you like best about the product?
Easy to set up and automations are really cool.
It really helped us handle the huge volume of tickets that we got on daily basis
It really helped us handle the huge volume of tickets that we got on daily basis
What do you dislike about the product?
Its a little on the expensive side. Otherwise i dont see any other reason
What problems is the product solving and how is that benefiting you?
the automations helped us categorise the tickets in different buckets
Does the job, but not a ton of support
What do you like best about the product?
Most of the things I needed were in the one platform, making it easy to navigate
What do you dislike about the product?
Support did not help at all. Tried getting in contact multiple times, even attempted to get demos for additional products, but no one ever reached out
What problems is the product solving and how is that benefiting you?
N/A
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