Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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An excellent online customer support system that will fit your business needs quickly and seamlessly
What do you like best about the product?
The software is very well developed, its use is intuitive and simple that helps its users to perform all kinds of tasks without having to know all its functions in depth. Tracking every request they make is particularly good, using tickets that allows to review each case with great details which provides customer information and helps determine the agent that he is best qualified to solve each problem in particular.
What do you dislike about the product?
Reporting is not very good, since you can't get the amount of metrics you would have wanted to have and if they offer other software similar to freshdesk so there is room for improvements of better implementation of this reporting system. Field customization is not completely deep this keeps the appearance of the software with a minimalist look something that some customers like and others do not, I particularly like to have the freedom to customize all the tools that that can be adapted to my tastes.
What problems is the product solving and how is that benefiting you?
In the company where I work we had a serious problem of prioritizing requests and customer problems that had to be solved as soon as possible, along the way these were lost as the list increased and we were wasted time getting around between the lists to find them. With the help of freshdesk this problem went into history because it allows us to organize the tickets that are most important to us to solve and have them well on the board so as not to lose sight of them throughout the process.
Recommendations to others considering the product:
This is a software that will make you love it from the first moment you use it, the workflow of its functions, the simple of its features, the speed of response of its tools, all this makes support agents can perform their work in an effective way for any support team, provide the help to your customers in the fastest and most accurate way possible. Freshdesk will transform the way your company works forever.
Best Ticket Management Software
What do you like best about the product?
We have been using Freshdesk right from the beginning and have been satisfied with the performance. The site is never down and the mobile app is also very easy to use and effective.
What do you dislike about the product?
No, I don't dislike anything about Freshdesk. It's pretty good.
What problems is the product solving and how is that benefiting you?
It has helped me track all the queries that needs action. It's accessible easily and training is not required at all.
Multi Site Email to Ticket Tool
What do you like best about the product?
Simplicity out of the box, cloud hosting with the option to locate in Dublin was very helpful in terms of data residency.
What do you dislike about the product?
Not quite as feature rich as larger competitor products.
What problems is the product solving and how is that benefiting you?
Removal of Outlook to manage email, also for a multi-site business enhances business and operational resilience by allowing multiple teams to work together.
Recommendations to others considering the product:
Assess the functionality available carefully.
User friendly and easy to use
What do you like best about the product?
Quick communication and very user friendly. It s good to receive notifications in the inbox when you have a reply.
What do you dislike about the product?
I think it isn’t well made, there are no features I dislike
What problems is the product solving and how is that benefiting you?
I mainly log jobs for our maintenance team
Recommendations to others considering the product:
If in a big team, i d suggest to include initials in the title.
Not very userfriendly
What do you like best about the product?
Good place to sort out tickets and respond to customers
What do you dislike about the product?
Not very user friendly.difficult or impossible to see sent tickets
What problems is the product solving and how is that benefiting you?
Closing tickets
FreshDesk
What do you like best about the product?
FreshDesk is a great program that my company and I use as a ticketing system. It is easy to use and helps us as team stay organized. Us as the admins as well as our clients love the system.
What do you dislike about the product?
We have had issues before with FreshDesk going down but for the most part we are able to use with ease. We do sometimes have issues with receiving tickets but recently have had no issues.
What problems is the product solving and how is that benefiting you?
FreshChat support is OK.... we have had issues when trying to get into contact with them. Recently we had a major issue and did not hear back from them till the next day.
Organized Customer Service
What do you like best about the product?
Before using Freshdesk, we answered support emails via Gmail, which got so unorganized. My favorite Freshdesk features:
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
- Automation, which automatically assigns tickets that match XYZ criteria to specific agents
- Canned Responses, which are templated email responses
- Variety of View options, which allow you to view tickets created in the past X number of days, or all the tickets from a certain customer that are set as a certain status
What do you dislike about the product?
The features I'm not crazy about are:
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
- The Bot, which you can set up on landing pages to suggest articles as answers to customer questions
- Forums, which encourages customers to start conversations and ask questions on the customer portal
The main reason I don't love these features is that they don't work well with our type of business. I'm sure these features would work well for others, and that part of it is definitely due to a lack of complete understanding of how to make them work for us. Our customers get confused on the support portal because it prompts them to log in to submit forums. With the bot, it's difficult to optimize it because we get a lot of customer-specific and situation-specific support questions that can't be answered with a generic reply.
What problems is the product solving and how is that benefiting you?
Before Freshdesk it was difficult to keep track of email threads with customers and which support agent had replied to what. With Freshdesk, we have reduced our duplication of efforts and can track all of that. It's been a great benefit to not have things fall through the cracks.
Recommendations to others considering the product:
Before we decided to use Freshdesk, we demoed 2-3 other platforms. Most of them had similar features, but Freshdesk's interface was the most user-friendly. Our team wasn't looking for anything too tech-savvy to implement. We wanted it to be easy to learn and train on.
Enhanced results for customer service.
What do you like best about the product?
Freshdesk has really occupied an important space during these last months, since its operation and stability with respect to the supports, has been impressive. Considers that this platform has provided the necessary and essential characteristics so that we develop a great way to serve each client and offer a support system, suitable to meet their needs and doubts. During my experience, I have noticed several factors which have allowed me to have a better expectation and better results, greatly enhanced by these factors, these are:
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
1.- With Freshdesk I can enjoy a live chat to serve any client, this has undoubtedly helped a lot, since it provides me with unsurpassed quality and a perfect video transmission, which helps me communicate better with customers.
2.- Freshdesk contains an extremely complete UI, where you can answer all the questions that customers have left during the rest session of the support team. In addition, it allows each case resolved to be stored, to add a corresponding history.
What do you dislike about the product?
I have enjoyed many positive factors which have allowed to enhance each of the results obtained through this platform, however, several negative factors have also arisen which have significantly affected my experience, and have caused certain difficulties to develop its use normally, these factors are:
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
1.- The application for mobile phones does not allow to offer support through live chat, leaving communication via chat, as the only option to communicate with the client through the mobile phone. I would like to be able to communicate through video transmission with the person in doubt.
2.- This platform should offer a much more complete free trial, which allows you to create a wider support area and be able to establish your own online and real-time support system, since currently, the trial version only allows you to know the functions of the platform, and do not use them.
What problems is the product solving and how is that benefiting you?
Freshdesk has had a pleasant development and has taken very good care of the cases and doubts of any of the clients. I am very happy and satisfied with the results obtained with the help of Freshdesk, since I have had the opportunity to offer an extremely suitable support for the attention of all the doubts that arise within the company that I am currently working on. I hope Freshdesk is always present providing me with the best attention and support functions.
Recommendations to others considering the product:
Freshdesk is a platform that will always yield great results in a short time, its ability to adapt quickly and establish itself in the use that the user needs, it is impressive, and it achieves that the results are greatly enhanced.
EXCELLENT HELP DESK SOFTWARE SOLUTION.
What do you like best about the product?
-It integrates with other software (Office 365, Mail Chimp, Slack and others) we use.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
What do you dislike about the product?
the only challenge is its cost.It is quite expensive.
What problems is the product solving and how is that benefiting you?
The integration with cloud hosting software makes it convenient to store each document in the cloud.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Recommendations to others considering the product:
I recommend the use of Freshdesk It has helped in growing your customer base and increase business growth.
Top Competitor in The business
What do you like best about the product?
The platform is user friendly and it is much cheaper compare to other competitors. The UI and UX looks amazing and they have talented people working on it regularly. The product understand the user requirement and deliver the best value.
What do you dislike about the product?
The chat option is not integrated in the same platform and it is slow.
What problems is the product solving and how is that benefiting you?
Helpdesk for a business.
Recommendations to others considering the product:
Keep up the good Customer service and listen to your active users on all social platforms.
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