Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Our extra team member
What do you like best about the product?
Freshdesk is such a flexible system, but email automation has really transformed how we handle business enquiries across a range of channels.
What do you dislike about the product?
Not being able to easily track the triggers for automation, so unpicking some of the variations can be a little time-consuming.. but overall a minor irritation.
What problems is the product solving and how is that benefiting you?
Our Customer help ran across 10 separate email accounts, with no central visibility. Freshdesk gives us a clear understanding on ticket volumes, resolution rates and now allows us to provide a direct link from our website. Making a far smoother User experience and driving better engagement.
Recommendations to others considering the product:
Engage with the excellent pre start-up team and watch all the videos - everything you need is within the portal.
Well Management of Customer Concerns
What do you like best about the product?
Creation of Ticket in a very well manner and filteration of ticket department wise as per organisational strucutre.
What do you dislike about the product?
Even Thanks Reply by customer makes closed tickets alive.
What problems is the product solving and how is that benefiting you?
All our customer reviews and concerns are being handled via freshdesk.
Recommendations to others considering the product:
If you want to keep a track of customer concern then it's a must have software for your.
It is a very good supporting software. Very user friendly.
What do you like best about the product?
I like how we can filter based on queries we want to see
What do you dislike about the product?
The software doesn't show if any other agent has opened the query or typing. This would have simplified our lives and work
What problems is the product solving and how is that benefiting you?
There is an issue that we sometimes send multiple replies by different executives to one ticket
One of the best tool I am using for Customer Support
What do you like best about the product?
I like the simple and user-friendly interface. Anybody can use this platform without any prior experience. I am able to tag problems for a better understanding of queries and complaints that we are getting. Secondly, they have great customer support team. Whenevr I face any issue I just chat with them and within a few minutes they resolved the issue or for some cases which may take time they do a constant followup till the issue gets resolved.
What do you dislike about the product?
It is so basic. I can use it for a small number of tickets but for a high volume of tickets, I think it is not enough. There are some basic features that are missing. I can not mark a followup date to a particular ticket.
What problems is the product solving and how is that benefiting you?
I am using Freshdesk for customer support and sales query which is helping me a lot with that. The benefits are like we are able to communicate with our users anytime anywhere. Also, users from Social Media or email all the users or leads are connected to us at any time, we are replying to all the queries and complaints through Freshdesk only.
An Omnichannel Customer Service Desk for company of any size- plus its Made in India!
What do you like best about the product?
Omnichannel- can easily integrate all channels of customer service reporting into one (chat, email, social, call etc). Secondly, it's very intuitive for a layman to set it up. Third, for areas where one is lost, the sales support team quick to respond and helps us understand the limits and potential of the product. Fourth- integrations with extended apps and APIs is less troublesome as compared to its partners.
What do you dislike about the product?
1. Reporting could be better. Certain metrics (such as turnaround time) could be built in/deduced from timestamps.
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
2. Some automation features are limited in their scope
3. Removing users: Couple of years back when we launched the product- it was really difficult to remove users and add new ones, once the quota of a plan is saturated. I think it was due to platform transitioning. Shouldn't be a problem now to add/delete users.
4.Integration: Also would like to mention its integration with 3rd party service providers such as Exotel, isn't that easy. Hence calling metrics may not be data rich.
5. Notifications at Scale: Cross platform notifications (app/browser) is not quite mature. Notifications are missed when scale of ticketing is large (eg- 10 tickets every second)
What problems is the product solving and how is that benefiting you?
1. Single platform for all our customer queries.
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
2. Seamless chats to ticket conversion: Helps to know history of a ticket
3. Generating tickets at scale for internal tasks via system: Sequencing is easy (LIFO/FIFO)
Freshdesk: It's okay.
What do you like best about the product?
I think the ticket and email management features are useful!
What do you dislike about the product?
I really don't like their text editor or the analytics tools available.
What problems is the product solving and how is that benefiting you?
We use it to help with client management for a SaaS company, but feel it probably would work better in a traditional online retail context.
Recommendations to others considering the product:
Talk to their support before utilizing the tool.
Fresh Desk User Interface
What do you like best about the product?
The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.
What do you dislike about the product?
The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.
What problems is the product solving and how is that benefiting you?
Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.
Quick review of Freshdesk from a user who is using for 4 years
What do you like best about the product?
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
What do you dislike about the product?
1 - Notifications are not triggered properly needs improvement.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
What problems is the product solving and how is that benefiting you?
Responding customer to their queries effortlessly, integrating with other software, ability to work using just a mobile device.
Recommendations to others considering the product:
You can go for it, price is reasonable, have lot of other products, to ease your work flow
Great, easy to use software
What do you like best about the product?
Freshdesk is simple but has a lot of additional controls if you dig deeper. It's easy to understand and does a great job helping us stay organized and on top of customer support tickets.
What do you dislike about the product?
Not much. There are a few things that I would customize differently, like how timelines are automated, reminders, etc. But overall it does a great job.
What problems is the product solving and how is that benefiting you?
It helps us organize and respond to support requests. We also use it to manage an initial phase of our own internal feature development / requests (kind of like a suggestion box). It has sped up our response time and enabled us to analyze our actual performance.
Simple and Powerful
What do you like best about the product?
It is easy to know which ticket is assigned to whom and its level of urgency.
What do you dislike about the product?
Difficult to see more tickets at once/ run reports on performance.
What problems is the product solving and how is that benefiting you?
Keeping track of the issue resolution process and which agent aids the customer through it.
Recommendations to others considering the product:
Canned Responses are quite powerful
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