Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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The only case management software we use and we need
What do you like best about the product?
Freshdesk’s UI is very fast, especially with the latest update, which makes pretty easy to review all the unanswered tickets by adding predefined filters. We can just start using it right away and with no complications. The system do not require any infrastructure on our part because it’s hosted, what represent a huge benefit for us. It has worked well for us, as we have had no issues with the system being unavailable for either agents or customers. Also, we’re able to set the status of the ticket from open to waiting on third party, which is really helpful because we can track the ones which are closed or in revision.
What do you dislike about the product?
It doesn’t have the ability to detect duplicates, at least not in the cheaper versions of the product. Adding this to all Freshdesk plans would be great. When it comes to the Freshdesk’s community, it’s still relatively small. This has a direct impact on the integration it allows. If they could add more ways to make the community grow faster, this would definitely make any integration much more easy to implement. Also, it should include a dark view to bring down the brightness of the app. I ask for this because I occasionally have to work at night and several of my apps come with a “Night Mode” integrated.
What problems is the product solving and how is that benefiting you?
In my company, Freshdesk is considered as our main case management tool. It is mainly used by technical support team, where I belong, and the engineering department. It’s the only case management software we have used in this company and I honestly think it’s good enough and it covers up all of our needs.
Recommendations to others considering the product:
I think Freshdesk is good for tech support and customer support teams with several daily requests. It's really good for a team work style of customer service because you’re able to assign a ticket to a project where all your team can see it.
Fresh Desk is indeed a new way to track and keep with your customers and Agents
What do you like best about the product?
The dashboard is very slick and promising and works readily. Not sure if that means anything to you guys, but to me that's a promise. Tells me a lot about the thought put behind making the GUI and how users will or will not like it.
What do you dislike about the product?
Nothing so far I can say that can be listed here.
What problems is the product solving and how is that benefiting you?
With Freshdesk it has been simpler to keep in steady correspondence with potential clients and purchasers by and large, since we can remain associated consistently.
Easiest helpdesk tool for small scale platforms
What do you like best about the product?
Extremely easy to navigate and use the application. Very intuitive
What do you dislike about the product?
Limited features compared to other tools
What problems is the product solving and how is that benefiting you?
We used this early on when we were in an early stage group so our team was very small (10 people), supporting a small subsection group of about 400 people.
Good service, great support, best price!!
What do you like best about the product?
Very simple and very powerful, it have everything a organization needs for daily work.
What do you dislike about the product?
Nothing by the moment. Nothing by the moment.
What problems is the product solving and how is that benefiting you?
Centralize and organize incidents, have reports
Perfect for small businesses functioning in a high tech world!
What do you like best about the product?
For one, we were able to make use of the free version of FreshDesk so that's a huge plus and really helps us manage our IT support desk issues. Tracking issues up to the point of resolution is easy and adding solutions to a knowledge base to go back to later is a very feature to have from a free piece of software.
What do you dislike about the product?
For a while the mobile app for iphone was pretty bad for administrators and techs answering support tickets but after the last update some major features were changed and it has gotten better
What problems is the product solving and how is that benefiting you?
It gives us a centralized location to track IT issues as well as somewhere for our users to turn to get their questions answered. It certainly helps a small business feel more corporate and ease some struggles a typical small business IT team would feel.
Recommendations to others considering the product:
Run the free version if you have only a couple IT agents using the system and see how you like it! User registration can be a little complicated if you have a large user base but give it a shot
Freshdesk is a leader in the market, powerful and reliable
What do you like best about the product?
FreshDesk is simplicity and economy. I love the interface of this tool, where all the colors highlight each function from the title of the incident to date or the person who requested it. All emails and social network responses are displayed in the ticket interface according to their priority. I like the report tool that shows a graph of the resulting, pending or new incidents in the last 7 days. You can also program bots to answer, it's a wonder.
What do you dislike about the product?
FreshDesk does not allow automatic routing of users. It is also inconvenient when you have many requests, because the website becomes slow and freezes, which hinders the use and administration of all functions, so I suggest that there should be an application for the operating system, so that the entire memory load is not in the browser.
What problems is the product solving and how is that benefiting you?
For our organization, the implementation of Freshdesk, has given the capacity of ticket management to the clients and suppliers to whom we provide logistic processes daily, as well as the own incidents in the area of technology, where they sometimes fail cloud services that disable the programs that are running.
Recommendations to others considering the product:
I recommend this program to implement with confidence. In terms of support, you have many options that you can take advantage of to maximize the management of tickets in your company. Freshdesk will be responsible for optimizing customer service and providing that desired satisfaction.
Amazingly powerful and flexible
What do you like best about the product?
I love the automation you can setup with scenarios.
What do you dislike about the product?
I dislike the inability to remove the flair from the posts
What problems is the product solving and how is that benefiting you?
Going from a solo IT team to a team of 2 I needed a way to manage incoming requests and trailed a few helpdesk systems before I settled with freshdesk, it's just so simple to use and very powerful
Recommendations to others considering the product:
It's the best out there, I tried all the major ones before settling on Freshdesk. Don't hesitate, just get it done!
Great multichannel costumer care solution
What do you like best about the product?
Freshdesk is a great platform that allows to manage different costumer contact channels through just one solution.
Is really intuitive with a nice UI/UX, easy to use for users that maybe are not tech-oriented. Great integrations with the most common platforms on market.
Is really intuitive with a nice UI/UX, easy to use for users that maybe are not tech-oriented. Great integrations with the most common platforms on market.
What do you dislike about the product?
We are still starting to use Freshdesk and is working perfectly so far.
What problems is the product solving and how is that benefiting you?
- Multichannel costumer care (social media and emails).
- Ticket management
- Ticket management
Recommendations to others considering the product:
Innovative multichannel solution
A super complete system, with practice, can be taken advantage of
What do you like best about the product?
Ease of use Notifications History Tracking Search Functionality Excellent Customer Support that has been very helpful in creating rules to filter out spam tickets. The ability to make it easy for my team to select the correct response.
What do you dislike about the product?
Understanding multiple products was confusing but support helped clear things up. A partner that FreshDesk recommends on their site breached our private data. This has nothing to do with the FreshDesk software, but they should know that someone they recommend posted a screenshot of sensitive data on social media platforms.
What problems is the product solving and how is that benefiting you?
Immediate access with an excellent intro video to help get started. Instant customer support by phone - Intuitive enough that I was able to get started with no help, customer support and the knowledge base filled in the gaps. The Freskdesk portal allows me to open new trouble tickets for my customer issues. The applications also allow me to respond quickly to questions and provide solutions.
Recommendations to others considering the product:
The support seems to try resolving issues as soon as they can. I use it for work, so far so good. It is a good option for a support team or for some online store, the platform is very complete, I recommend first try the trial if you have no experience in this type of platform.
Client Success Manager
What do you like best about the product?
The ability to save and run a scenario for reoccurring tasks.
What do you dislike about the product?
The mobile desktop experience is terrible!
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to answer client questions, escalate urgent issues and spec special builds from my Development team.
Recommendations to others considering the product:
This is a great support tool for your clients to reach you and for your business to log how to resolve issues.
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