Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk is a help desk platform
What do you like best about the product?
We've cherished Freshdesk, Our customers like it as well. It's cool that there's additionally a Knowledgebase highlight worked in to help keep away from ticket creation for basic issues. Their help has demonstrated supportive when we've required them, the stage is highlighted rich, and consequently, the valuing is amazingly serious.
What do you dislike about the product?
The portable application for Fresh Desk is just about futile. I even presently can't seem to search out the best approach to discover the tickets that are appointed to me. it may be pleasant if there have been progressively complex undertakings/updates as a piece of the ticket includes however that is not so much as an element a large portion of the individuals look for, and that we have approaches to figure around those confinements.
What problems is the product solving and how is that benefiting you?
Freshdesk is the thing that my organization uses to talk with customers. It's entirely useful having the entirety of the correspondences in a single area. the direct to utilize and superb tagging framework works extraordinary online as well as capacities okay for our customers in the event that they just ever submit and answer tickets by means of their email.
Recommendations to others considering the product:
I think the highlights they give are splendid. Everything works easily, doesn't burn through some time, Customer support is frequently reached without any problem. With Freshdesk I can keep consistent correspondence with customers who include occurrences inside the distinctive programming of our association.
Great piece of software to use!
What do you like best about the product?
The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.
What do you dislike about the product?
Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.
What problems is the product solving and how is that benefiting you?
We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
Great for client communication
What do you like best about the product?
It would let me edit properties of a certain email/ticket if i have made a typo
What do you dislike about the product?
the search tool is a little tricky, does not always get me what i want
What problems is the product solving and how is that benefiting you?
all the client communication, from management to queries, it works great there
Ticketing system
What do you like best about the product?
The simplicity and the design. The solutions page is great for building a knowledge base.
What do you dislike about the product?
The reports could be better and unfortunately we have to pay for premium reports.
What problems is the product solving and how is that benefiting you?
With Freshdesk we can run an efficient ticketing system that is perfect for our customers happiness.
A simple tool to start recording support tickets.
What do you like best about the product?
Its simple to integrate with gmail and to bring team on same page while still using free version. It's best tool if you want to start building support function at your organisation.
What do you dislike about the product?
If you want to use premium features you will have to pay very high per user. They have multiple paid plans but you will have to buy costliest plan to get all premium features.
What problems is the product solving and how is that benefiting you?
We use freshdesk for collboration in support team and manage support team which we have at our organisation. It helps us in following things
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
a) To keep track of email which are coming to support email address.
b) To keep track of status of each ticket in terms if it is pending on customer or our internal team.
c) to track performance team.
d) To calculate CSAT score of individuals.
Recommendations to others considering the product:
A goto software for Support teams.
Finding options you want in settings is like spelunking a dungeon.
What do you like best about the product?
There are a lot of options, if you want to set something up a specific way, it might exist, but good luck finding out how.
What do you dislike about the product?
The options are had to find anything in. It is 100% faster to google search and find someone complaining about the same issue than to actually intuitively navigate the settings.
What problems is the product solving and how is that benefiting you?
We needed a ticketing solution, knowledge base, forum, and facebook integration, it provides those.
Easy to resolve issues, link to content and canned messages, collaborate with team
What do you like best about the product?
The flexibility provided by Freshdesk to segment tickets, add notes, collaborate with team members, and track results is fantastic
What do you dislike about the product?
There is really nothing I actively dislike.
What problems is the product solving and how is that benefiting you?
We have been able to move much of our support to the ticketing platform, which frees our reps up to deal with escalations and take calls from VIP customers. It is easy to resolve issues and FreshDesk allows us to collect enough information to resolve issues in only a few exchanges.
This is excellent tool for handle my business
What do you like best about the product?
Lead review and strength of lead. also notification part good.
What do you dislike about the product?
I seen there are no itegration available with aws service.
What problems is the product solving and how is that benefiting you?
It will help me to my customer issue handling without missing any ticket.
Recommendations to others considering the product:
my own laptop
The amazing customer relationship platform
What do you like best about the product?
It is intergrated with social media accounts like twitter and facebook, so you can easily manage all these at one place and it provides very easy setup. You can learn from its provided tutorials if you have any problem using it. Its ticketing automation feature provide you better management of your business workflows because you can create tickets in different ways. It also provides third party integration with other tools like mailchimp, skype, dropbox etc so you can use their platform as well to use it in better way.
What do you dislike about the product?
They must integrate with other social media trending applications as well like instagram or others. A refresh to client side portal is needed as it becomes clunky. There must be upload images option required rather than attach files. In this app assigning email to team members is remain hidden in inbox which causes duplicate works.
What problems is the product solving and how is that benefiting you?
The platform is overall a great support for customer support as we had enough number of clients to manage now this platform made easy to transfer, add information to any client. It is integrated with other online chats system so this feature is quite helpful. The analysis became easy for us now any time we can check any individual's result. This helped us a lot for upcoming leads.
poor technical support and poor attention
What do you like best about the product?
Fresdesk has brought us many more problems than we could solve with them, above all because their technical support is deficient. We lasted more than 4 days because if they wanted to pay attention to us and incidentally when they attended to us, we received annoying responses that they would soon contact us. which in the end never came like this our ordeal began as we began to lose clients since we could not solve the problems with freshdesk the agents never returned our calls and basically the message they sent us was that we were not important enough for them to deign to answer us
What do you dislike about the product?
I really don't like anything about freshdesk since they brought us a lot of problems and waste of time and money. Their technical support never solves anything and I had problems with the caller ID and my database is completely messy. I do not recommend them at all.
What problems is the product solving and how is that benefiting you?
use we didn't get any benefits since we could never work well with them so we could never make effective use of freshdesk
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