Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,415 reviews
from
External reviews are not included in the AWS star rating for the product.
Good product
What do you like best about the product?
I love how easy it is to use and the notifications
What do you dislike about the product?
I like everything about it I have no complaints
What problems is the product solving and how is that benefiting you?
I solve all of the customers inquiries and problems
Ticketing CRM redefined
What do you like best about the product?
Ease of access and user-friendly. Admin has the access to set up the CRM in the correct way for all users
What do you dislike about the product?
Should try to have multiple sections rather than having everything under a single page.
What problems is the product solving and how is that benefiting you?
Benefits can be multiple across all CRM's. However, in Freshdesk it feels much easier in accessing the software and on a search of a button everything gets populated.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
Freshdesk makes it easy to provide quick support for our many clients and agents.
What do you like best about the product?
Freshdesk makes it easy to answer incoming support questions, triage issues based on their topic or significance, and offers easy to use templates for our support staff. In addition, Freshdesk has allowed us the ability to create an online solutions database for all of our clients/agents to access for quick and independent resolutions.
What do you dislike about the product?
The one downside to Freshdesk is the lack of comprehensive reporting options.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to quickly resolve a variety of issues that come in from our clients/agents creating an environment of trust. In addition with the online solutions database, our clients/agents are able to address their needs independently and outside of normal business hours.
Recommendations to others considering the product:
Take your time with implementation and organizing your responses to create a smooth transition and ease of use.
Software that helps you help your customers better
What do you like best about the product?
The mobile application is really nice and handy for people on the go to stay in touch with their customers. The ability to add tags to tickets helps you find tickets faster at a later time. The reports are helpful to get a good view of performance. I love the capability of creating different views of the tickets. Creating a Knowledge Base has been so easy to do.
What do you dislike about the product?
Not being able to save the font style and size for all tickets through some kind of setting instead of having to change it on every ticket. Also, the fonts on the browser application vs. from the mobile application change, but I haven't found a way to edit them. The font on some paragraphs is changed on some existing Knowledge Base articles without us making any changes to the articles for years. The tables in the Knowledge Base articles are very difficult to use. I usually have to edit the table through the code view to be able to match the existing format.
What problems is the product solving and how is that benefiting you?
Communicate with customers using in-app chat and help customers if they need help and let customer track tick using the ticketing system.
Definitely not the best ticketing system we've used
What do you like best about the product?
I really appreciate the built-in dashboards and actual ticket management features. There are some fairly obvious status indicators, which make it easier to find and address tickets in order of priority. Some the metrics have been very useful.
What do you dislike about the product?
Automation rules are incomplete and difficult to manage. The system does not have the full functionality we were led to believe. System reports are bulky to create and often unable to include all of the data elements we'd like. Their support has been atrocious ever since implementation.
What problems is the product solving and how is that benefiting you?
Freshdesk is our support ticket system across the board. We have the ability now to provide our customers with a portal for tracking their own issues, which has been a plus. The internal use is where the system is most lacking, however, and we are not able to deploy all of the features as we would have liked.
Recommendations to others considering the product:
Ask for sample reports and examples of pulling data from the Freshdesk system. Do your due diligence before leaving your current solution and compare vigorously to other systems on the market. Also, do not let price sway you from quality. You may end up spending more in hours and staff just trying to make the system usable, especially for data mining.
Easy to use Helpdesk
What do you like best about the product?
The Faculty love the ease of submitting issues. The 'Log on with Google' makes things easy.
What do you dislike about the product?
There were feature we didn't need, but had to purchase because their features are bundled together.
What problems is the product solving and how is that benefiting you?
General day to day issues with the District's technology. More Faculty use the helpdesk because of it's ease.
Recommendations to others considering the product:
Freshdesk is definitely worth giving a shot.
"Freshdesk gives a highly effective support to your firm."
What do you like best about the product?
Among its major rewards may be the outstanding circulation of interaction, because of this resource we will sustain speak to properly and productively with our buyers, given that just before the procedure was only by means of email what often induced it never to be successful, that is certainly, the e-mails have been not going through on the time or ended up not despatched efficiently and also other inconveniences that created the interaction not as productive as ahead of.
What do you dislike about the product?
For my part, it appears to me which the device is considerably intricate once you commence employing it, which triggers a hold off if you prepare a personnel in order that you can utilize it within your operate pursuits, and we all know that point is undoubtedly a factor critical for virtually any group, by which corporations are looking for obtaining successful and productive equipment when applying them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in various departments in the group like a signifies of interaction, which makes it possible for us to fulfill the demands of our consumers, that is certainly, by way of this resource we constantly communicate together with the shopper to reply for their worries or uncertainties they existing about our items or strategies, we hold communicated by email, social networking sites, phone or chat. And so to reply to the requests immediately. Not simply can we utilize the resource to speak to consumers but we also utilize it with staff customers in the very same firm to offer our standpoint in the initiatives which they desire to execute.
Recommendations to others considering the product:
It truly is a device with suited capabilities for every type of organizations
Freshdesk is super easy to use and very straightforward
What do you like best about the product?
I like having tickets for support/projects to be able to keep up with my workload; we also use pivotal along with Freshdesk; I like that you can choose tags to filter your view; categories for like IT, Dev, other parts of the company by software package for quicker resolution for our customers.
What do you dislike about the product?
Sometimes it hoses up and I have to close and reopen, but not very often; I don't like that if I accidentally "watch" someone on a ticket, then I can't remove them, I have to notify them to remove themselves.
What problems is the product solving and how is that benefiting you?
This software is what drives our CSR's and support for the entire company. We have offices in Spokane, Seattle, Nashville, Atlanta, Pensacola, Statesville NC, Indiana & Utah. It gives all of our office's visibility for open tickets, and management has great reporting tools to monitor how long it takes to resolve customer issues.
Recommendations to others considering the product:
I love the simple way to create and utilize a ticketing system for our internal feedback systems. It's stopped issues getting lost in email threads, and being able to realistically track how many issues are appearing.
Freshdesk offers an effective support service for your organization.
What do you like best about the product?
One of its main benefits is the excellent flow of communication, thanks to this tool we can maintain contact effectively and prodcutively with our customers, since before the process was only through email what sometimes caused it not to be efficient, that is, the emails were not read at the time or were not sent effectively and other inconveniences that made the communication not as efficient as before.
What do you dislike about the product?
In my opinion, it seems to me that the tool is somewhat complex when you start using it, which causes a delay when you train a staff so that you can use it in your work activities, and we know that time is an aspect important for any organization, by which organizations are in need of finding productive and efficient tools when implementing them.
What problems is the product solving and how is that benefiting you?
We use Freshdesk in different departments of the organization as a means of communication, which allows us to meet the needs of our customers, that is, through this tool we always keep in touch with the client to respond to their concerns or doubts they present about our products or campaigns, we keep communicated by email, social networks, telephone or chat. And so to respond to your requests as soon as possible. Not only do we use the tool to contact customers but we also use it with team members within the same company to give our point of view of the projects that they want to carry out.
Recommendations to others considering the product:
It is a tool with suitable functions for all types of companies, that is, communication is important in every organization, which is why Freshdesk is ideal because through it you can maintain communication both externally and internally. Therefore, every organization could incorporate it into its activities either to communicate with members of a team within the organization or with customers and suppliers outside the organization. Freshdesk offers you effective and productive results through an excellent communication flow.
Great for start-ups
What do you like best about the product?
I would highly recommend freshdesk to e-commerce startups as it provides a complete solution to customer service and it is super easy to implement.
What do you dislike about the product?
Freshdesk need to improve compatibility with other tools. In this aspect, it should learn from zendesk, who did the best in industry.
What problems is the product solving and how is that benefiting you?
We've implemented a complete customer service lifecycle with freshdesk which start at customer's contact email. Then we'll auto assign ticket to agent according to a pre-defined logic. It also help track the status as well as transferring tickets between agents.
Recommendations to others considering the product:
In one sentence, this tool is your best choice to start a ecommerence startup
showing 1,391 - 1,400