Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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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
Serving our communities better with Fresh Desk
What do you like best about the product?
Fresh Desk provides an easy and customizable platform to receive and respond to customer inquiries. The team is quick to respond and willing to help when automations, functions, or features need to be adjusted.
What do you dislike about the product?
Some features cannot be edited or changed to our preferences.
What problems is the product solving and how is that benefiting you?
The problem we are solving is our communities often are unsure of how to reach out to receive assistance. By having an easy email address/portal to subject inquiries to, we provide a more streamlined way for them to receive what they need. Additionally, it helps our team cut through the email inbox noise to provide better service.
Simple is not always bad
What do you like best about the product?
Simplicity in management all settings like configuring a game
What do you dislike about the product?
Nothing at all, I like all the functions
What problems is the product solving and how is that benefiting you?
We manage internal trouble ticketing and customer request on our products
Recommendations to others considering the product:
Easy of using and customize it
Freshdesk - an easy to use and effective software
What do you like best about the product?
Freshdesk lets you connect your existing apps with API easily. Easy to use admin interphase. You can easily control the things that you are going to let the agent view. Easy to create a custom dashboard and monitor your numbers live. They have a wide range of marketplace apps that enables you to customize your accounts.
What do you dislike about the product?
You can not hide different ticket fields without using the custom-built app. Parent-child ticketing is very complicated to understand. Suitable to use for email/chat support teams but not that great for voice support.
What problems is the product solving and how is that benefiting you?
We have our entire customer support team working on Freshdesk. The L1 team creates tickets on behalf of the customers, and the L2 team solves those tickets in real-time and updates the customers. As our app is also integrated with Freshdesk via API, the customers also can see and reply to the tickets easily and directly from the app.
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