Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk - Does the job
What do you like best about the product?
Freshdesk has a simple link from email to automatically place a ticket, so users never need to interact with the software, so it is totally transparent to them.
What do you dislike about the product?
It seems to lack the ability to route tasks properly in an assigned customer enviromnent when one agent is out of the office.
What problems is the product solving and how is that benefiting you?
This software allows our customers to interact with our CAS's without getting their communication overlooked or lost. It confirms that the interaction has been handled.
why i like Freshdesk
What do you like best about the product?
easy dashboard easy to use availability to have more than one channel i really like editing and creating tickets. The Knowledge Base is great, making things easy for the agents it also includes chat and mail support, and u can Automat it. It's really great making us meet our customer's requirements by providing easy and fast support it's just great
What do you dislike about the product?
there is nothing i dislike really i love it
What problems is the product solving and how is that benefiting you?
understanding our customers from the reporting system, managing more than one project, supporting our customers very fast and very easy, easy communications between our agents, and the tickets system makes things very easy for us , and the chat is great and can be connected with more then platform
Awesome cloud based customer service tool
What do you like best about the product?
Simple and user-friendly customer service support, live chat, and conversation flow make this one of its kind. Nice user experience
What do you dislike about the product?
Have used this product for 2 years and never felt any missing component on this
What problems is the product solving and how is that benefiting you?
customer support service
Recommendations to others considering the product:
Must-have tool for customer service, live chat, and conversation
Flexible IT Service Management tool
What do you like best about the product?
Freshservice has remarkable and astonishing abilities which make its reception and sending simple and speedy with no specialized help.
What do you dislike about the product?
In spite of the fact that it is utilized around the world, it offers numerous membership bundles so it serves all organizations from little to huge yet this is likewise a disadvantage since clients get confounded and incapable to finish which one is best for their necessities.
What problems is the product solving and how is that benefiting you?
Freshservice is the best tool out there that engages specialists with AI-controlled assistance the board to mechanize complex errands, support usefulness, and increment productivity.
Recommendations to others considering the product:
Freshservice is one of the most incredible IT Help Desk, it helps a wide range of organizations from small to large, smooth out their IT activities and get more opportunities to zero in on benefit driven techniques.
Makes Ticketing Easy
What do you like best about the product?
We use this for our clients to input tickets, but my main usage is to get tickets for our own marketing efforts into our dev team, so I get to see it from both sides. For clients it's great, simple to get your solution requested. For the internal team it automates a lot of steps that might be necessary.
What do you dislike about the product?
The system isn't super intuitive and takes some more training to learn than I might normally like. It should be a little bit cleaner. That's really the only complaint I have about this service.
What problems is the product solving and how is that benefiting you?
Like I said above, we use it to provide customer support, both externally and internally. The fact that it's so easy to use for both sides makes it super valuable to us.
A modern service for problem solving
What do you like best about the product?
I love using Freshdesk as it is a convenient and affordable service compared to other bundled support programs. In my opinion, some free programs sometimes work when it comes to managing support tickets well. I like that it is largely secure and keeps our clients' information private. Communication is facilitated through many different channels.
What do you dislike about the product?
One point to keep in mind, despite what most might say about the program, it is not an easy task to be able to use it and it takes a little time to learn to use all the functions. Sometimes it becomes tedious and time-consuming to format emails, and this sometimes takes a bit of time.
What problems is the product solving and how is that benefiting you?
It is very useful to be able to give support, the problems with customer service have been solved. The third-party integrations out there today are for use cases, such as extracting every detail of the order from the system in operations.
Recommendations to others considering the product:
This is our elegant tool for troubleshooting and customer support. During we have used it, it has been helpful through its use in solving problems for our clients, helping in management and with their integration of social networks. FreshDesk also has a support that cares wonderfully and with style on every request and this is an advantage that puts it above other platforms for troubleshooting.
Robust CRM rivalling HubSpot and Salesforce
What do you like best about the product?
FreshDesk is part of the FreshWorks suite, which brings together a nice collection of customer management and sales tools including lead tracking, customer support tickets, a website chat plugin, and even a phone dialer.
What do you dislike about the product?
FreshWorks is still in active development. The features are impressive but there is still a way to go before all the parts are fully integrated into the main system.
What problems is the product solving and how is that benefiting you?
We need to track leads and sales as well as follow up with trial customers who never converted to our full product. We want to track customer service tickets and ensure our customers are happy. Until now, we had multiple pieces of software to do this as well as spreadsheets to track it. FreshWorks gives us the ability to keep it all under one roof.
Excellent CRM Software with powerful Dashboard GUI
What do you like best about the product?
1) Ease of Use
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
2) has the ability to easily search tickets
3) can attach and add kb articles.
4) full solution for ticketing system and has automation built in capabilities
5) Cost effective solution
What do you dislike about the product?
1) Cannot ammend certain feature attributes
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
2) does not integrate with invoicing systems well at least in our experience
3) some issues with duplicate contacts when we integrate on certain attributes.
4) unable to integreat with MSP product.
What problems is the product solving and how is that benefiting you?
1) Visibility of all tickets tracking
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
2) Cost and billable tickets and non-billable tickets
3) Number of tickets for each customer
4) reporting
5) Cost per client and historical data
Recommendations to others considering the product:
If you are looking for a starting platform that is free highly recommend this product to get you going.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Easy to use and can easily help you keep visibility of your customers.
Also has great plans which you can easily slowly upgrade when you need as you need. Not many outages and accessible via app and online via cloud which is also handy.
No limitation of number of users yet and we also like the feature of providing access to users with their own logins which they can see only the files we provide them.
Would like it to integrate with other systems for a single source of truth however the product is definitely value for money.
Would be great if it also had integration for MSP to platforms such as Antiviruses or solarwinds to be able to have a single pane of glass.
Overall a great product and would recommend to anyone who is starting out.
Freshdesk usage review
What do you like best about the product?
A load of features in one platform. We use Freshdesk for ticket raising, creating and maintaining knowledge inventory, adding/editing new clients and POCs for the clients. The most commonly used section is the knowledge inventory and it works like a charm. The UI is like WordPress and makes entering content with graphics really easy. The ticketing system is also very convenient and adding comments helps in keeping track of the conversation in an issue for which a ticket has been raised
What do you dislike about the product?
The platform cannot be connected and synced with google workspace email and google calendar. We find it inconvenient to manually note updates shared by the client into the system. Email notifications do not come at times and manual monitoring is required separately for the Freshdesk.
What problems is the product solving and how is that benefiting you?
Ticketing system and content knowledge inventory updation. As mentioned, we have our FAQ for internal circulation in the Freshdesk system. We use the ticketing feature for issue solving.
Recommendations to others considering the product:
Quality of support is not great.
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Integration with google mail and calendar is a challenge.
Knowledge inventory for sharing with customer support is very convenient.
Ticketing system is simple and meets requirement
Multifaceted and Nimble Solution Center
What do you like best about the product?
Freshdesk has so much to customize and build out to be unique to my business needs, and it's really intuitive to use.
What do you dislike about the product?
It's difficult if not impossible to connect the Freshdesk service to our backend to have order information communicate between the two systems.
What problems is the product solving and how is that benefiting you?
Our Customer and Order Support teams use Freshdesk to manage our incoming email queues and keep all of the information about an order or a question centralized for all Agents, Watchers, and Ticket Collaborators. Child Tickets allow us to keep conversations with customers separate from conversations with vendors while keeping the conversations connected to the related order.
Recommendations to others considering the product:
This is a versatile tool for ticket management that we are only beginning to fully utilize. The options for a customer self-service portal and other integrations are very enticing and with only one or two dedicated people you can fully customize the system for your needs in around a month. The Freshdesk support team is also a valuable asset for making this tool work for you.
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