Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FreshWork platform (FreshDesk = Service Desk)
What do you like best about the product?
FreshDesk allows you to keep track and organize your service activities all within a web-based platform.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
What do you dislike about the product?
FreshWorks has many components and you don't have to use everything, it just take a little bit of time to understand what each part of FreshWorks is meant for and how you might use it in your business processes...
What problems is the product solving and how is that benefiting you?
Handling service tickets via email (Outlook) only works up to a certain volume and number of users; after that it gets messy and creates a poor brand image.
Frankly, the best-designed platform!
What do you like best about the product?
Freshdesk is really very easy to get started with. In 3 weeks, we are fully onboarded into a production space that meets our needs and according to our processes. It is by far the most user-friendly I have had to use so far.
What do you dislike about the product?
There isn't really any aspect that I dislike much; the tool is full of useful features and is available at a reasonable price. However, the bot takes a bit longer to deploy and is less intuitive than the rest. A minimum understanding of programming languages is necessary for this.
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to have an omnichannel view of my tickets. Moreover, automation allows me to gain productivity: automated processes, so more time to manage other topics!
Recommendations to others considering the product:
Before using Freshdesk, I recommend taking the quick training courses on Freshworks Academy. This is the method that allowed me to become quickly operational with the tool.
A good product with a lot of features
What do you like best about the product?
The tool is very user friendly and quite easy to set up.
What do you dislike about the product?
There is too much updates and it's hard to keep track.
What problems is the product solving and how is that benefiting you?
I solved a lot of customer issues thanks to Freshdesk, my costumers are happier and I can work with more confidence.
Recommendations to others considering the product:
You should go for it.
Great tool - wish we’d unlocked its full capacity
What do you like best about the product?
1. The ability to seamless interstate with our internal processes, from our calling system, to our backend, slack and WhatsApp
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
2. Features to create canned responses saving time and increasing our speed of communication with our clients
3. Ability to set, track and monitor SLAs not only through automated rules but downloadable data
4. Quick support from the customer support team at Freshworks
What do you dislike about the product?
Automated rules breaking and filtering messages incorreactlg.
What problems is the product solving and how is that benefiting you?
- Faster response times
- Scheduling of workflows and priorities
- Increased headspace for our teams
- Scheduling of workflows and priorities
- Increased headspace for our teams
Freshdesk Review
What do you like best about the product?
- Ease of Use,
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
- Almost negligible training/onboarding is required to use the application,
- High reliability
- Overall simple and convenient
What do you dislike about the product?
Some usability features are not well thought through, logic appears to be missing.
Simple or even bugs like Feature Requests not seeing the light of the day.
Simple or even bugs like Feature Requests not seeing the light of the day.
What problems is the product solving and how is that benefiting you?
Using it as a CRM ticketing tool.
Versatile tool
What do you like best about the product?
I love how easy and clear it is to see all tickets or filter tickets. Basic information about the tickets is visible in the inbox right at a glance. Everything is very customisable. For example, you can have your ticket properties, which are very helpful because you can then do other activities. Their automation is also effortless to set up and nicely customisable.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
Their reporting is very nice. Especially their new analytics pages. It's all customisable, and there is a lot that you can create there.
What do you dislike about the product?
Their support is extremely scripted. It takes a long time to get any resolution for any atypical problem. Their chat is especially horrible. You write "Hello, I have this problem..." and you get a response of "hello, how may I help you?" and then nothing. They also have a very annoying habit of closing the chat if you do not respond for 10 minutes. They do this if you include your problem in the first message, so you have to write them again but now prepare your message in parts, so they notice your problem.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
Another thing I dislike is that they always make you create a "temporary agent" with admin privileges to solve any issue that is not solvable by reading their help section. So you are giving access to your company private information constantly to random agents from Freshdesk agents.
What problems is the product solving and how is that benefiting you?
We resolve customers problems in a timely manner and keep them informed of the progress. The benefits of Freshdesk are their automation, reporting and SLA timing rules.
All the features for a fraction on price!
What do you like best about the product?
This tool covers almost all use cases. All support channels (articles, live chat, email) are excellent. It is able to handle large amounts of data very easily.
What do you dislike about the product?
Templates should update email subject as well.
The benchmarks should show the usage of companies from the same industry.
Some of the KPIs can be confusing; therefore, all KPIs should have an explanation with examples.
Live Chat support should be available for all roles.
The benchmarks should show the usage of companies from the same industry.
Some of the KPIs can be confusing; therefore, all KPIs should have an explanation with examples.
Live Chat support should be available for all roles.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage customer and partner queries productively.
Fine support software with nice Knowledgebase, but out of the box
What do you like best about the product?
The system is pretty simple and clean. The automations are easy to set-up and you don't need alot knowledge to make them.
What do you dislike about the product?
The development and support of FreshDesk is somewhat easy. They hardly acknowledge new features are needed and in some ways their software is somewhat outdated. If you check the community there are alot requests for new features which are really basic but are not implemented. Thats why I say it is an out of the box solutions. There is no way you can get all your wishes completed.
What problems is the product solving and how is that benefiting you?
We use it for our support tickets and manage the SLA. The analysis is pretty good and is giving us good insights. Next to that we use the knowledge base to inform our customers regarding our services and portals.
A great multichannel support desk for SaaS
What do you like best about the product?
Fast ticket handling UI, collaboraiton tools, automations, and multichannel options.
What do you dislike about the product?
Freshconnect, a tool that allows collaboration, sometimes not always up to date.
What problems is the product solving and how is that benefiting you?
We want to provide the best and fast customer support without being limited by the tools.
In addition to helping us be great, the metrics and analytics enabled us to gain additional insights where we can improve.
In addition to helping us be great, the metrics and analytics enabled us to gain additional insights where we can improve.
Good cloud-based ticket system that's easy to run and use
What do you like best about the product?
Nice clean admin interface, easy to use for users.
What do you dislike about the product?
Had a bunch of problems with the SSO setup since it changed.
What problems is the product solving and how is that benefiting you?
We're using the free version internally as an IT helpdesk and a paid version to address problems with our vendors. Much more organised and professional than doing it over email.
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