Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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My experience with Freshdesk
What do you like best about the product?
Ease of use, organised, trackable emails, better productivity
What do you dislike about the product?
Not enough customisation options available
What problems is the product solving and how is that benefiting you?
Email support has become easy and Freshdesk ensures not even a single email is missed out. SLAs are easy to meet
TERRIBLE Customer Service! DO NOT use this platform.
What do you like best about the product?
It is easy to sign up for a subscription. Lots of online tools to help get started.
What do you dislike about the product?
I signed up for a paid account back in August 2020. I added omni-channel to my account and less than a month into my paid account, I notified my sales rep that I needed to cancel the omni-channel feature because 1. I didn't know what it was 2. I have a very small team 3. I work in an educational setting. I really had no need for omni-channel.
Initially, the sales rep was responsive and told me he could only prorate my credit, even though I had their paid account LESS THAN a month (started paid account on 08/07/2020. Notified sales rep on 08/26/2020). Eventually, he stopped responding altogether for periods at a time. Said he would call me and didn't. Said he would put in a request for my credit and didn't. Two months in, I finally called him (again) and I got a bunch of excuses about how finance is based in India and there's "so much going on there." After this call, he FINALLY put in a ticket to request a credit to my credit card. Three months into this nightmare, I am told they would only credit the difference to my account where I could use the credit for future purchases.
I DO NOT recommend FreshDesk due to their terrible customer service and their bait and switch. e.g. super easy to sign up and plug in your credit card but you can forget about customer service, because there is none!
Initially, the sales rep was responsive and told me he could only prorate my credit, even though I had their paid account LESS THAN a month (started paid account on 08/07/2020. Notified sales rep on 08/26/2020). Eventually, he stopped responding altogether for periods at a time. Said he would call me and didn't. Said he would put in a request for my credit and didn't. Two months in, I finally called him (again) and I got a bunch of excuses about how finance is based in India and there's "so much going on there." After this call, he FINALLY put in a ticket to request a credit to my credit card. Three months into this nightmare, I am told they would only credit the difference to my account where I could use the credit for future purchases.
I DO NOT recommend FreshDesk due to their terrible customer service and their bait and switch. e.g. super easy to sign up and plug in your credit card but you can forget about customer service, because there is none!
What problems is the product solving and how is that benefiting you?
Easy to pull reports and track tickets.
Freshdesk - easy to use, but, there are bugs
What do you like best about the product?
The best feature is the auto allocation of tickets in Freshdesk. No matter how many agents work on the platform, the auto allocation works like a charm, without duplication or repeated occurences of the same task.
What do you dislike about the product?
There are bugs while sending emails, where in the same email id sent twice to the customers or clients. Even though this does not happen everytime, no one wants to send the same thing twice. It feels like spam.
What problems is the product solving and how is that benefiting you?
Freshdesk helps in bulk emailing the clients as well as have many template options which can be created, instead of typing the same matter again.
One of the best call logging systems I've used
What do you like best about the product?
The mobility and simplicity. I can use it from anywhere and without installing anything.
What do you dislike about the product?
The only thing I don't like is the duplication of notifications on the phone app, when using the web interface
What problems is the product solving and how is that benefiting you?
It does exactly what its meant to do. That is keeping records of customer interactions
Advance collaboration tool
What do you like best about the product?
When I launched my Omni channels, I was very worried how to manage the customer interaction and how to show my availability to my customer’s s that I can better assist them. In addition it was very difficult for me to have the detailed insight of any order. Then I came across Desktop and to my amaze it was the best remedy against my problems. Now I can easily track any particular customers and through ticketing system I can easily assist them.
What do you dislike about the product?
It is limited in its integrations only it is associated with few tools, also one of the main issue is its pricing policy that really needs an urgent attention, moreover whenever I try to upload heavy files then it causes problem of slow down or failed upload, due to which I have to upload image by image and that is really a head ache.
What problems is the product solving and how is that benefiting you?
This tool not only helped be to make strong customer relation but also my team feels more convenient to handle great workload. I am happy and satisfied customer of Freshdesk, which is very easy to installed and configure. It really works with consistency and no problem of lagging and delay in start occurs ever.
Recommendations to others considering the product:
It is so far the best tool for handling your customer’s queries and to deliver them real time experience. This tool is very helpful for managing your online businesses.
Freshdesk a reliable webapp and android app for businesses
What do you like best about the product?
100% uptime. Keeping the track of user email queries and i termal communication based on many filters. And many customisable options.
What do you dislike about the product?
Application load time. And font types and.. segrigation of emails based on levels of login.
What problems is the product solving and how is that benefiting you?
Its a great solution for keeping a track of the customer resoved/unresolved tickets, internally can assign the tickets to the available desired agent on floor. Based on the kind of issue can be segregated to the desired team.
Recommendations to others considering the product:
Its really good software if you are concerned about the customer queries and issues
Freshdesk: Easy to use cloud-based support solution
What do you like best about the product?
As a web-based program, there are actually not too many cases (in fact, very few) that cause the program to crash or block. Generally, it works well every day. One thing it does well is that it is easy to use and not too complicated. Most IT staff will be able to navigate through the program without consulting the documentation on how to use it. The overall design of the program is very good, with easy-to-use filters and allows IT users to display the specific design requested by all pages. They can choose between table view and card view, each with its advantages.
What do you dislike about the product?
It would be great if it were possible to remove the response to the email address (if necessary) when replying to someone in the note. Sometimes, you may want to send your reply to someone else (instead of the person listed in "To:"), but there is currently no way to delete this method. Integration between Freshdesk and Outlook may be an improvement. One of the best features is the direct drag and drop functionality between Outlook attachments and notes in Freshdesk. Currently, this feature does not exist. Another improvement could be the ability to change the default function without having to create a new function and then assign permissions. Especially if you want to change one or two things in the default role, you can do so in the default role to save time.
What problems is the product solving and how is that benefiting you?
It is only used at the department level, not throughout the organization. It is mainly used as a technical support system to follow up on user requests. We have not really used some other features of the system, such as knowledge bases or forums. It solves a business problem of having a good tracking system to track all user requests and being able to easily assign requests to technicians or other teams in the organization. Here, you can not only track the requests, but you can also add notes to each request and track them.
Recommendations to others considering the product:
It is ideal for organizations seeking easy-to-use support solutions that are not too complex and difficult to configure / manage. Since it is a web-based cloud solution, it also has the advantage of being managed by the provider, so there is no need for a system administrator to run the program on the server and manage it.
Good, but not great
What do you like best about the product?
Decent tool for an AIO solution. Everything is built into the same system, so it is consistent when it comes to building.
What do you dislike about the product?
Poor support staff. Some of the tools are not user-friendly (for example, the form builder is unusable unless you have coding experience. Other tools have a simple builder integrated for standard users).
What problems is the product solving and how is that benefiting you?
We were using it for our UKs support/sales staff.
easy to use for recording service queries
What do you like best about the product?
1) easily integration with simple user interface and very organizable.
2) love the features and how it is designed.
3) Easy to use.
2) love the features and how it is designed.
3) Easy to use.
What do you dislike about the product?
nothing as such can be said which is disliked but sometimes the app is very slow while opening.
What problems is the product solving and how is that benefiting you?
My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.
Recommendations to others considering the product:
1) Best for SAAS PLATFORMS.
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
A product and company that WOWs!
What do you like best about the product?
Product:
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
What do you dislike about the product?
Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent
What problems is the product solving and how is that benefiting you?
Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.
Recommendations to others considering the product:
I would recommend embracing the "vanilla" (standard) configuration of Freshdesk, rather than bending it to fit your old system processes. Not because Freshdesk is inflexible in anyway, because it is very flexible, but because the out-the-box set up is just so very good, and works so well, I fell you would be foolish to not adopt the Freshdesk way.
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