Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,416 reviews
from
External reviews are not included in the AWS star rating for the product.
A great product with room to grow
What do you like best about the product?
One of the best features is the FreshDesk omni channel product.
What do you dislike about the product?
No support for safari which is a bummer. Rate of development could be faster.
What problems is the product solving and how is that benefiting you?
We're solving the customer support problem. Using Freshdesk we get a holistic view on everything about the customer allowing us to make better choices on products and services.
Freshdesk is user friendly and has high business accuracy
What do you like best about the product?
Easy to use interface
Ease of access
Great Support team
Ease of access
Great Support team
What do you dislike about the product?
Would like to see more reports that can help with deeper analysis and give better visibility on productivity and efficiency.
What problems is the product solving and how is that benefiting you?
We are using it as a 2nd level escalation
Improving our customer response and service
What do you like best about the product?
Very easy to get up and running quickly. Customers and Support engineers find it easy to use, and we have also expanded the service to other areas within our business.
What do you dislike about the product?
Very little. Some of the apps from 3rd parties are a little clunky.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage the support service of our Zen solution.
Easy and simple to use ticketing software
What do you like best about the product?
I like the interactive interface of Freshdesk. It has enabled faster collaboration with our customers ensuring quick response time to their issues.
Frehsdesk spports both email suort and phone support. The ability to manage all processes such as merging duplicate tickets, escalation procedure, assigning your self tickets makes it very friendly and fast.
Frehsdesk spports both email suort and phone support. The ability to manage all processes such as merging duplicate tickets, escalation procedure, assigning your self tickets makes it very friendly and fast.
What do you dislike about the product?
Currently, it's saving our company a great deal; hence I may not have any dislikes.
What problems is the product solving and how is that benefiting you?
We use it to fasten our responses to customers. We use to reply to both live chat and email tickets. Currently, we are using it to manage the Covid-19 vaccination and inquiries; hence it has given our customers a quicker touch and fast response.
Recommendations to others considering the product:
I can highly recommend this software as a quicker solution to reply to customer emails with ease.
Useful features decreasing with time
What do you like best about the product?
Time tracking integration with our accounting package.
What do you dislike about the product?
Forced upgrades that broke with previous integrations.
What problems is the product solving and how is that benefiting you?
It's an email helpdesk for us. We are a pure B2B company, so social media tie ins not useful to us.
Freshdesk The Game Changer Help Desk!
What do you like best about the product?
I like that the setup process is simple and fast. I like that once I specify my order and workflow Freshdesk automatically manages my tickets. I like that I am able to customize tickets, this helps me work fast, efficient, and more strategic. I love that the support team is always ready and available to help. I love the notification feature, that lets me know when the tickets I have handled have been responded to. I love that tickets can be assigned to specific agents based on their skills. I love that I am able to see when another agent is viewing or working on a ticket, which helps me save on time and makes me fast and efficient. I love that I am able to leave and receive private notes, especially on escalated tickets. I love that I am able to close multiple duplicate tickets at once.
What do you dislike about the product?
I don't like that customers can create multiple duplicate tickets that have to be physically closed.
What problems is the product solving and how is that benefiting you?
I am able to help travelling customers into and out of the UK take covid tests that help to flatten the curve by ensuring safe travels and movement ofpeople.
I am able to work remotely and make a living at the comfort of my home ensuring I am safe and my family is also safe and protected from contracting Covid-19.
I am able to work remotely and make a living at the comfort of my home ensuring I am safe and my family is also safe and protected from contracting Covid-19.
Recommendations to others considering the product:
Freshdesk is the go-to helpdesk for customer support agents and companies and businesses that are geared towards collaborative ticketing and artificial intelligence that delivers the best customer experience.
Great mid budget help desk solution
What do you like best about the product?
Ease of use and low overall price make it a great product for me
What do you dislike about the product?
upper pricing tiers are quite expensive for multiple agents
What problems is the product solving and how is that benefiting you?
we run our helpdesk
Freshdesk: Your Support Tool
What do you like best about the product?
It's been 2 years since I have been using this software. And it has been one of the best supporting tools for me. The user interface and user experience are super friendly and easy. One can easily raise tickets, provide internal notes, customize the tag, and other features as per the needs. You can also add knowledge-based articles, shared documents, or related information. You can easily view the companies, contacts, and their related information. The automation feature of assigning the tickets to associated agents is also available. Additionally, you can also set the canned response. These are few things that I really like about freshdesk.
What do you dislike about the product?
However, reporting is a bit tedious and customization requires the involvement of Freshdesk teams.
What problems is the product solving and how is that benefiting you?
With Freshdesk, I have been able to sort out the customer's queries and issues. I am also able to look into similar issues that have arisen previously.
Fresh approach to customer queries
What do you like best about the product?
Freshdesk makes it easy for every agent to manage his/her own tickets. I like it since every morning I log in I'm able to see my unresolved tickets to which the customer has responded. I'm able to see the overdue tickets, open and the one I placed on hold. This helps my daily workout. Besides that, it has canned responses that make my work easier. The notification feature is also cool since when I'm active I'm able to receive notifications when a customer responds to an email.
What do you dislike about the product?
Freshdesk is quite complex to use, you need to learn for you to be able to use it well. The escalation procedure is quite long.
What problems is the product solving and how is that benefiting you?
We use this software as a helpdesk platform to reply to customer queries. We have currently enabled the live chat option in Freshdesk.
Recommendations to others considering the product:
I highly recommend Freshdesk to every customer support company, try this software to manage your customer tickets and also manage your agents.
Best Customer Support Software
What do you like best about the product?
We love Reports, Workflows and Agent Productivity. We also love the support from Freshdesk team - proactive health check or complaint. They always ensure we are making good use of the software.
What do you dislike about the product?
We dislike Proactive Outreach (Email). We wish to use this feature, but it does not meet our expectations
What problems is the product solving and how is that benefiting you?
Our customer incident management, request fulfillment, ticket prioritization, escalation/ violations, as well as reports
showing 1,201 - 1,210