Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Easy to configure, Easy to use
What do you like best about the product?
Easy to configure
Easy to use
Lot of integration options
Just works as expected
Easy to use
Lot of integration options
Just works as expected
What do you dislike about the product?
Nothing actually
Works seamlessly with all other apps in Freshworks series
Works seamlessly with all other apps in Freshworks series
What problems is the product solving and how is that benefiting you?
Customer Support
Ticket management
Cross channel support
Ticket management
Cross channel support
One of the best CRM tools I have used
What do you like best about the product?
It has various integrations available; you can create automation flows for ticket lifecycle, there is an option to add custom fields. overall its the best tool, with a user-friendly interface
What do you dislike about the product?
Limited social channels available; for adding additional social channels, we have integrated with third-party solutions or applications.
What problems is the product solving and how is that benefiting you?
We are providing support to clients and customers, tracking issues and tickets, and generating reports of each agent to track the type of queries and improve accordingly.
Flawless tracking of customer reported issues
What do you like best about the product?
Easy interface along with the new added option such as ticket summary it looks great, anyone within your team who want to check the ticket summary can look into the tab and get the details.
What do you dislike about the product?
I think that if the ticket is fresh, users replying to the ticket using their email id do not get considered a customer response; instead, it gets treated as a public note. This sometimes prevents the ticket from automatically reopening, causing it to become stuck in the same status. If it's closed or pending, it will remain in that state, and we will need to take action on it.
What problems is the product solving and how is that benefiting you?
Resolving ticket's, I love using the freshdesk ticketing tool,
Best CRM tool with lots of integrations available.
What do you like best about the product?
I especially like the Freddy Copilot feature, one of the best integration. I also got a chance to try the CSAT Versioning and maintain survey version.
What do you dislike about the product?
Certain fields were made mandatory in contact creation, yes its needed but gets hectic on certain lead generations.
What problems is the product solving and how is that benefiting you?
We are providing support to clients by tickets raised from external tools and also from calls and emails, and we respond to them with a relevant solution.
We love FreshDesk
What do you like best about the product?
Freshdesk was easy for our team to configure with pre-built options to link to existing business solutions (QuickBooks, Mail Chimp, Survey Monkey, and Jira).
What do you dislike about the product?
There is nothing at this time I would change.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage all of our incoming service tickets. In addition, we track all customer requested changes to their account via FreshDesk which provides additional change management controls and helps us comply with our audit requirements. We use FAQ posts for our internal and external audiences. In addition, since our software solution is used by our customer's customers, we leverage public FAQ articles to support their needs.
Freshdesk linked to Power Bi
What do you like best about the product?
Fresh desk is a user friendly platform to use
What do you dislike about the product?
Nothing as of now to comment as i am liking everything
What problems is the product solving and how is that benefiting you?
Handling customer communication is too easy and user report is fab.
One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Happy automating the assignments
What do you like best about the product?
Freshdesk has a good dashboard view for all the active agents depending upon their scope and roles.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
The loading time is quick and tickets export works just fine.
The ticket details such as resolution due by time, first response due by time and source help us to differentiate and identify the priority cases well.
Also the options of adding tag, bulk update and adding a to-do on tickets make Freshdesk user-friendly.
What do you dislike about the product?
The forward button only forwards the last four interactions in the ticket, which is a little troublesome.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
Freshdesk does not allow to upgrade the plan for a defined set of agents.
The dashboard view is not customizable in the growth plan.
What problems is the product solving and how is that benefiting you?
I have been able to accurately measure agent performance, customer satisfaction and the overall SLA. Through time triggers, I have been able to send reminders to internal agents as well as the requesters about their tickets. Agent and requester notifications help me to set up templates to be sent for every ticket update.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
I also like the Arcade feature, it gives a quick view of the lead scorer agent/supervisor/group within the system for a specified time period.
Add-ons such as the Trello app gives it an added benefit i.e we can monitor and coordinate the sales and support activities all in one place.
Recommendations to others considering the product:
If you are looking for simple yet effective customer support, you can go ahead with Freshdesk.
It's reliable and the support team does well to help us out.
It's reliable and the support team does well to help us out.
Great as a Helpdesk Solution
What do you like best about the product?
Customers can easily submit tickets. Team members are able to collaborate and easily communicate in the system.
What do you dislike about the product?
When creating a ticket in the system you must assign a contact that has either an email address or phone number in the sytem. Addtionally, it's easy to mistakenly message the client instead of leaving an internal note.
What problems is the product solving and how is that benefiting you?
Our team can organize and respond to customer issues and inquiries.
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