Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great Ticketing Software with Amazing Customer Service
What do you like best about the product?
The Freshdesk tool is something I like the best, and in addition to that, service is excellent from the time you are trying to create the account and months later when you are trying to get any help. The customer service team is always ready to help.
What do you dislike about the product?
Well, there is nothing that I would dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Having multiple customer service email addresses and servicing various types of customers was a difficult task with the previous tool I was using; however, with FD, I was able to get more than five mailboxes under one roof and service all the customers together. That was the biggest problem that FD solved for me.
Timely Support from Fresh Desk
What do you like best about the product?
Timely Support from Balaji Parthiban, Balaji is having excellent knowledge about products. He clarifies every query. Thanks for your support balaji.
What do you dislike about the product?
Nothing as of now, will let you know in case find in future
What problems is the product solving and how is that benefiting you?
Customer support like raising tickets and communication with customer.
Freshdesk creates better visibility and allows you to manage with exception reporting
What do you like best about the product?
Dashboards, standard reporting, portal..
What do you dislike about the product?
Next response SLA, custom field reports.
What problems is the product solving and how is that benefiting you?
Previously I had to create dashboards using external tools to see what is going on in my department, and even then, I had to use multiple views to see what I need to see. With Freshdesk, I can see what is going on with all my groups centrally. Dashboards allow me to act quickly and make decisions that will result in a faster TTR and a more positive customer experience. I also enjoy the mobile application because I do not have to be in front of my pc all the time - I can immediately see updates as they happen.
Recommendations to others considering the product:
If you are looking for software that is responsive and intuitive, as well as a central place to view the happenings in your organization so that you can make quick on-the-fly decisions, then Freshdesk is worth giving a try!
Freshdesk review
What do you like best about the product?
The organization that Freshdesk allows a team to have.
What do you dislike about the product?
The most significant downside is the horrible timeline organization in a chain of emails.
What problems is the product solving and how is that benefiting you?
We have solved problems regarding practically all of our services. The benefits are varied and visible in all areas.
freshdesk is going to amaze you!
What do you like best about the product?
super intuitive, easy navigation, reliable and stable
What do you dislike about the product?
not yet discovered. I haven't yet found any
What problems is the product solving and how is that benefiting you?
operational efficiency, quality,
Needs some work on support and intergrations
What do you like best about the product?
That you can integrate most of the services like WhatsApp and telegram
What do you dislike about the product?
That we dont get notification for outages and time you give feedback its too slow
What problems is the product solving and how is that benefiting you?
It helps clients get a hold of us easy
Recommendations to others considering the product:
More training on products for your support
A solid support tool.
What do you like best about the product?
As a company that works primarily with developers and engineering teams, it is imperative that our customer's communications arrive unmolested by our ticketing system's web parser. Freshdesk is the only product we've tested that consistently was able to deliver an unmolested message both from and to our customers.
What do you dislike about the product?
Freshdesk's built-in editor uses slash-command shortcuts that can be difficult to escape, causing occasional annoyances in the responding agent's workflow.
What problems is the product solving and how is that benefiting you?
Our biggest concern was to make sure all customers are being communicated with effectively and that no communications were being accidentally missed or dropped. Freshdesk's ticketing and SLA systems greatly improve our confidence that all customer communications are taking place promptly and no conversation is missed.
Recommendations to others considering the product:
Freshdesk is a very worthy contender for managing inbound customer communications and tracking cases both trivial and complex.
Freshdesk
What do you like best about the product?
AI Integration for Canned response suggester etc is good.
What do you dislike about the product?
Enable you to open multiple tickets within 1 window like you can do on zendesk. Currently it is 1 ticket per tab.
What problems is the product solving and how is that benefiting you?
Freshdesk enables us to ensure that our response times are good and the ability to identify trends such as which customers could benefit from further training.
Ultimate ticketing & Help desk software
What do you like best about the product?
1.) Easy interface that helps the first-time user to get accustomed to the software without any help of tutorials or handholding.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
What do you dislike about the product?
1.) Sometimes the canned responses disappear while replying to any ticket and no option to add new canned responses.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
What problems is the product solving and how is that benefiting you?
We are a banking startup and we are using this tool to solve identity verification(KYC) and payments-related issues via email and voice call as well. Prior to using Freshdesk, we were using sheets to manage this task where the tracking was difficult and some queries went unresolved with an impact on our customer experience.
Recommendations to others considering the product:
If your company is dealing with a heavy user base where complaints are getting ticketed, I would highly recommend Freshdesk as your ticketing and support software. Mainly for B2C, it's a great choice.
Freshdesk how it helped my team
What do you like best about the product?
Freshdesk helped us in multiple ways. It provided us a clear insight into our daily communication. My team managed hundreds of emails a day via outlook like most companies, which is fine if you only need the basics. But to provide a better customer experience, we had to understand what and how we were managing all our communications. We came into contact with Freshdesk and started a test account. We started out using the platform with one team over a year later now, and we're using it now in four different teams. We have a complete view into the main queries from customers, agents are using standard replies and standard templates, we can view our SLA's, response time, and much more.
What do you dislike about the product?
Not all can be perfect, not even Freshdesk, unfortunately. You do need a good knowledge of how all the different functions work. Freshdesk does provide a lot of articles explaining the functions within the platform and chat. Our company is based in Belgium, so it would be easier to chat with a native-speaking person.
What problems is the product solving and how is that benefiting you?
Workload insights, time management, priorities, follow-up, SLA's, uniform way of working, efficiency, automation, ...
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