Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk as support, tracking work items and tickets.
What do you like best about the product?
In general, the overall look and feel of Freshdesk are outstanding, the setup is easy, and even if you do need assistance, their support staff is out of this world. Not once did I wait for more than 10 to 15 minutes to interact with a friendly professional consultant that will solve my query. Expanding Freshdesk with various other futures as your business grows makes Freshdesk a tool that no business can function without.
What do you dislike about the product?
We did not have any areas that we can say that we do not like about Freshdesk.
What problems is the product solving and how is that benefiting you?
We are locking all our support tickets and also using it for tracking work items, and it is working excellent.
Recommendations to others considering the product:
Freshdesk will deliver to your expectations and more.
A fresh start with FreshDesk
What do you like best about the product?
I think this product is so aptly named. Each morning I wake up looking forward to my day knowing that I have this powerful tool that can help me get by any process within my organisation. The customization on ticketing processes is the most attractive feature, coupled with the add-on applications and functionality. The omniroute setting and features are also very useful, as well as not forgetting the mobile app that offers easy, convenient access anywhere in the world.
What do you dislike about the product?
There is almost nothing to dislike about this product. Sometimes there may be a slight delay in the support team feedback or resolution but the service remains world-class nonetheless. All features and support points have served me well through the application and support teams.
What problems is the product solving and how is that benefiting you?
We have multiple Freshdesks within our orgnasitation. We are resolving tickets from both internal/external staff as well as customers. These queries range from IT Networking, Desktop, and Cloud Computing Support, as well as client orders, returns, queries, and purchases. The benefits of having real-time documented transactional history with our clients are imperative. The "paper-trail" offered by Freshdesk is crucial to our business and provides integral information for our business processes.
Recommendations to others considering the product:
Stop wasting time searching for other products. Freshdesk as well as all the other Freshworks products are amazing, affordable, and effective.
user friendly
What do you like best about the product?
userfriendly and very organized with different options for views
What do you dislike about the product?
some emails dont come in and this makes customers think we are ignoring them
What problems is the product solving and how is that benefiting you?
problems of customers in trying to reach us
Affordable Zendesk-like tool
What do you like best about the product?
The tool is intuitive and the UI is not cluttered.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
What do you dislike about the product?
Limited dashboards and automation does not allow for greater control over what is happening.
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk to support our application by engaging clients in a customer Portal. Automation possible in the tool allows us to more efficiently manage agents' time and helps to keep our customers updated on cases.
FRESHDESK - A very handy tool for information management
What do you like best about the product?
We have not yet used all the possibilities but ...
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
What do you dislike about the product?
Achieving good results requires time for training and an understanding of the system. If you're not lazy ... You'll have an unrealistic tool
What problems is the product solving and how is that benefiting you?
We have greatly simplified communication with customers. Easily access emails via link. The customer is always informed in a timely manner and each employee sees what actions have been taken
Recommendations to others considering the product:
Everyone should have a Freshdesk. Both small and large companies
Overall it is a great tool for beginners
What do you like best about the product?
Customer Support is really amazing! Very fast and very efficient. All of the specialists are very polite and friendly!
What do you dislike about the product?
Report section, Automation rules, work in incognito mode to avoid errors, lack of formatting CRs (Email branding), strange behaviour when copy/paste a text -> that is actually a big issue.
What problems is the product solving and how is that benefiting you?
Customer Support. Problems with our App.
Very user friendly
What do you like best about the product?
I find customer support the best feature. If ever I need a hand, I just send an email and the Freshdesk team are super responsive and helpful
What do you dislike about the product?
I think the only thing I am requesting as a product feature is a clearer way to connect multiple, repeat tickets from the same person. I really love the proactive outreach function so I would love them to raise the cap on that, so I could use it more.
What problems is the product solving and how is that benefiting you?
It is core of our workflow. I particularly love the automations as they enable me to customise and expedite various tasks. It save us time assigning tickets and helps triage the types of work coming in.
Recommendations to others considering the product:
It works. It is a comprehensive tool for our whole team and all of our customers, in a very demanding and busy campaign.
Freshdesk is great!
What do you like best about the product?
Very easy to use, easy to complete tickets accurately and quickly for the customer. Great support.
What do you dislike about the product?
Nothing major stands out, works very well for my needs.
What problems is the product solving and how is that benefiting you?
The price is great for the program compared to others. Very good program to look at the ticket data, and for our team to improve.
Simple and highly functional helpdesk solution.
What do you like best about the product?
It is easy to adopt and fun to work with Freshdesk. Our agents quickly adopt and like to use it.
What do you dislike about the product?
Freshdesk generates a unique ticket for each email ID and multiple tickets likely to confuse agents.
What problems is the product solving and how is that benefiting you?
We are a multi national company. Freshdesk helped us to centralize customer support. As a result our operational costs went down significantly and we could unify the process across the board.
Good support desk software with lot of customization option available
What do you like best about the product?
Easy ticketing system
Supports ALL THE DIFFERENT CHANNELS (Email, Phone, Chat, Website)
Good Reporting
Supports Automation & Trigger for different events in the system
Supports ALL THE DIFFERENT CHANNELS (Email, Phone, Chat, Website)
Good Reporting
Supports Automation & Trigger for different events in the system
What do you dislike about the product?
Rest endpoints take time to respond
A limited number of calls to API's
Ticket Portal can be improved in terms of design & speed
A limited number of calls to API's
Ticket Portal can be improved in terms of design & speed
What problems is the product solving and how is that benefiting you?
We used it to create security incidents identified in the client's company network.
Benefits are as follows:
1. Company/Client wise account creation
2. Supports Customization & automation using trigger and webhook
Benefits are as follows:
1. Company/Client wise account creation
2. Supports Customization & automation using trigger and webhook
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