Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Good basic service, lacks features that make it top-notch
What do you like best about the product?
Clean layout, lots of built-in components like caller & chat
What do you dislike about the product?
can only use view to see your tickets (no kanban board), search isn't great, chat lacks a lot of features that are almost basic on other products
What problems is the product solving and how is that benefiting you?
manage customer communication, good all-in-one-place solution
Very good customer support software
What do you like best about the product?
I like the instant ticket creation and instant reply with the ticket number. This is a best software used for CRM solutions.
What do you dislike about the product?
There is no predefined SLA made mandatory. They need to make this as mandatory so that SLA is followed strictly.
What problems is the product solving and how is that benefiting you?
Customer resolution, ticket tracking , issue tracking etc.
Solid Customer Service platform
What do you like best about the product?
The user experience for both the executive and the customers, plus the easy integrations and dev tools.
What do you dislike about the product?
Incomplete data export capabilities. I can either export some data about a lot of tickets or a lot of data about some tickets, but not a lot of data about a lot of tickets (let alone 'all data' about 'all tickets'). I need to work around the limits quite a bit to get that.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for retail customer service and after-sales service. It has improved the ease of ticket management for the executives and managers. It also has allowed us to manage an increasing amount of tickets given high sales, with exceptional performance.
Fairly Simple to Use/Understand
What do you like best about the product?
Freshdesk has a pretty simple layout, so it was pretty easy not to get lost when submitting invoices or looking for help on specific projects.
What do you dislike about the product?
It worked fine for submitting contractor invoices, but there was nothing special about it that really stood out.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to submit invoices for work I have completed.
FreshDesk is great for customer support.
What do you like best about the product?
The best that in FreshDesk is Scenario Automations. It helps me to quickly to the most common queries from customers and close the service ticket automatically.
What do you dislike about the product?
There is no option to adding new Canned Responses from the typing space. I should be able to add a new typed response to the new canned responses library if I think its a good response and I may need it later on. Currently, I have to switch to the Canned Response Window to create or add a new canned response.
I have used LiveChat and that feature to add a typed response quickly to the canned response library is amazing.
I have used LiveChat and that feature to add a typed response quickly to the canned response library is amazing.
What problems is the product solving and how is that benefiting you?
I am using Fresh Desk for responding to customer service inquiries via Email, Chat, Facebook, Twitter, etc.
Easy to use, affordable solution that fits many needs.
What do you like best about the product?
Getting started with the software is really simple, yet customizing it can turn it into a very powerful for customer support. Growing with this software is also really simple and upgrading to higher tiers unlocks more features that while not overwhelming you with the unnecessary. Freshdesk also integrates with a lot of other software making it an invaluable tool.
What do you dislike about the product?
Not being able to pick and choose features from a higher plan and adding them to your current plan. I wish they had more datacenter options to store your data and the ability to encrypt email communications.
What problems is the product solving and how is that benefiting you?
We solved supporting our internal and external customer service. A central place to have all information (solution articles) making self-service support easy! We also take advantage of some of the integrations so our service/support techs only need to use a single pane of glass, instead of multiple admin portals, to manage supporting our customers.
Easy to use the intuitive
What do you like best about the product?
The ease of assigning tasks to a specific team and the automations
What do you dislike about the product?
Sometimes I have issues with logging in
What problems is the product solving and how is that benefiting you?
The ease of providing customer service, the support for attending to customers, and the connectivity that exists with social networks
Recommendations to others considering the product:
It is an easy and simple tool to handle. It has various functionalities.
Easy to use, get up and runing in minutes
What do you like best about the product?
Easy of use and configuration, web based
What do you dislike about the product?
Sometimes web app authentication fails and redirects to home screen.
What problems is the product solving and how is that benefiting you?
Customer support
it is very convinient
What do you like best about the product?
the interface with responses and the overall feature of verloop
What do you dislike about the product?
it lags sometimes creating the hassle to assist the customers
What problems is the product solving and how is that benefiting you?
I basically solve customer queries and verloop helps us in the same with best-canned responses
Recommendations to others considering the product:
Please sort out the lagging problem when in low connectivity
Great complement in the work
What do you like best about the product?
Fast overview by the supports and we can use a download page too
What do you dislike about the product?
a little bit confused option on te begin, maybe a little manual or instructions are nedded
What problems is the product solving and how is that benefiting you?
the supports, news and a olds
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