Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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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
UX of a product like this should be the utmost
What do you like best about the product?
Relatively easy to set up. I do like their support page solution. But was better before some of their recent developments.
What do you dislike about the product?
Not so long ago it was a really great product for us, then they changed the user experience of the platform which has lead to us repeatedly miscommunicating with clients.
In the ticketing feature (the main feature you use) Freshdesk have hidden most of the conversation for 'faster loading' time, but has not considered the fact that people reading through the ticket will not see the whole picture before responding to the client. https://i.imgur.com/FF3W5Nh.png
Yes, page speed is a consideration of UX, but so is... actual usability.
In the ticketing feature (the main feature you use) Freshdesk have hidden most of the conversation for 'faster loading' time, but has not considered the fact that people reading through the ticket will not see the whole picture before responding to the client. https://i.imgur.com/FF3W5Nh.png
Yes, page speed is a consideration of UX, but so is... actual usability.
What problems is the product solving and how is that benefiting you?
As an organisation, we were trying to provide a ticketing and support centre for our clients.
Recommendations to others considering the product:
Look around there will be other companies out there building similar tools who are more receptive to client feedback. One of their most recent changes is good for them, but not good for their users and with no capability to undo it.
Good product
What do you like best about the product?
Its great to keep track of tasks across the team and across a number of clients
What do you dislike about the product?
I dont like the search function for contacts or the way the formatting gets messed when responding to tickets
What problems is the product solving and how is that benefiting you?
Its a lot easier to see what has not been done for a client request
Review
What do you like best about the product?
Simplicity of accessing templates and sections
What do you dislike about the product?
Some limitations with respect to description of details
What problems is the product solving and how is that benefiting you?
Customers' issues, ticketing, etc
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