Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Another happy client with Freshdesk
What do you like best about the product?
We've choosen Freshdesk for its huge amount of functions, beginning by the smallest plan until the plan we use "Garden". The fresh and clean UI is an advantage compared to other ticketsystems too.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
What do you dislike about the product?
Missing core functions for well known tools as Jira / Trello as example and the pricing. As a small agency we have limited ressources for software licences which we have to pay for each agent. But the price is it worth.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to filter all requests, assign them to a group of agents and with tags it's possible to handle requests with an automation rule. That was not / not so easy possible with Outlook.
The best support management
What do you like best about the product?
Fresh Desk is an amazing tool that we use to help our clients with support. It is a very organized application and very easy to use. It has everything you need to support your clients. I am able to show the client's support status without sending an email. the client is always in the loop just by using this application. Its Great! Another best thing is uploading documents for our clients to use without asking us. For Example; One client wants installation guide for our hardware installs, they just go to Freshdesk and everything they need is uploaded. Clients can get support without sending us a support ticket. Which is really great! I love that every task is assigned to an employee. This is great because everyone is in charge of their own task and responsible to complete each ticket that is created by us or the client. It is a very friendly used application.
What do you dislike about the product?
There isn't much that i dislike. But if i have to choose one thing, it would be the search bar. When i search for a clients name or even their email address, i don't get the best results and i have a hard time finding what i'm looking for
What problems is the product solving and how is that benefiting you?
This application has helped me with my organization and communicating with my clients. I use Freshdesk way more than my personal email. Its just easier!
Recommendations to others considering the product:
you will have the best experience with Freshdesk!
Freshdesk, a great software.
What do you like best about the product?
Learning the product was very simple for the agents also which is a colossal favorable position. This is in part due to their help group as we have consistently had the option to contact at that point and pose any sort of inquiries with respect to their product. The CS Team is constantly useful and really proficient. They didn't counterfeiter us even after we began utilizing their product (which occurs with numerous organizations). Ticket dealing with is extremely proficient and the specialist entry has a pleasant plan from a functional perspective too. We like canned reactions. A decent component is to include bolster page article joins/substance to answer messages simply like canned reactions. Another tremendous preferred position is the information base/bolster page which is exceptionally adaptable. When all is said in done we like ticket robotization controls also and it understood a portion of our extraordinary solicitations.
What do you dislike about the product?
My lone genuine issue had to do with Notification Alert Sounds. I needed an approach to utilize diverse new ticket ready sounds relying on with the customer, need or appointed to me status so I could leave my workstation and do other work in the PC lab yet get a boisterous sound caution for basic new assistance work area tickets. A brief reaction from the Freshdesk bolster group let me realize that none of the real programs bolster custom notice sounds in their API's, so there is no real way to actualize this as of now.
What problems is the product solving and how is that benefiting you?
FreshDesk is an incredible ticketing framework. We use FreshDesk to help every one of the schools in our school locale. Combination with Google (SSO, profile information, and so on) works magnificently. Learning base Articles are extraordinary. In the event that we needed to do it once more, we would pick FreshDesk once more. Our clients love FreshDesk, they regularly remark that it is so natural to put a ticket. Freshdesk enables us to set aside money and time.
Search feature not accurate
What do you like best about the product?
I like that it is user friendly and it has a chat feature
What do you dislike about the product?
The search feature, it sometimes does not recognize the email address I am searching for.
What problems is the product solving and how is that benefiting you?
It made me more organized
Great Ticketing Tool
What do you like best about the product?
- Flexibility
- Customizable
- Great integration with Email and another IT Service desk tools
- Great support from the vendor
- Customizable
- Great integration with Email and another IT Service desk tools
- Great support from the vendor
What do you dislike about the product?
- I believe that the GUI needs a revamp to match nowadays standards.
- The price is somewhat high among others similar solutions
- The price is somewhat high among others similar solutions
What problems is the product solving and how is that benefiting you?
We were needing a ticketing tool because we were handling internal tickets through email.
Freshdesk made our life so much easier.
Freshdesk made our life so much easier.
Help desk to manage customer service in a comprehensive manner.
What do you like best about the product?
Freshdeck is a software created in 2010, which came to market with the firm intention of supporting companies in strengthening customer service through chat and telephone service. But Freshdeck is not left alone with these attributes, you can also use other tools such as emails, social networks, technical support, and its innovative tool, called tickets, which serve to generate cases of your customers and track their requests, know the number of workers focused on the customer's request, and establish internal communication. You can also use the software integration options and thus have customer information in the databases that Freshdeck offers you. As it is a very massified software, Freshdeck has support in many languages and time zones, so you will not have problems when acquiring it and configuring it according to the regulations of your country. A software that boosts productivity and allows you to improve customer service.
What do you dislike about the product?
Evaluating the characteristics that Freshdeck has and how I have used them to improve my work performance and the treatment of our customers, I must add that this software is very safe, reliable, and promotes the improvement of customer service through a series of tools such as chat, telephone service, integration of social networks and other software, the database, technical support, support for more than 20 languages, among other tools. All these tools work optimally allowing me to meet my goals at work.
What problems is the product solving and how is that benefiting you?
We have managed to improve our relationship with customers, offering the best care and the products they request thanks to Freshdeck, as it is a help desk that fits very well to the pace of work of large companies and their customer portfolios, we have also established a large database of our customers, placing us as one of the most important companies in my country.
Recommendations to others considering the product:
If you acquire this software and use it in your company I can assure you that you will improve considerably the relation with your clients, and you will be able to organize an integral system of collection of information of all the clients where you will be able to handle chat, telephone calls, social networks and many more benefits. Acquire Freshdesk and optimize the relationship with your customers.
A Fresh Solution to helpdesk
What do you like best about the product?
I have used Freshdesk for a few years now. The product is so easy to use that there is no down time in having to learn a new product. I also like the mobility of it. Tech can use it on their phone, tablet, or computer. I think I like the best that I can add custom fields and notations. This way you can make it custom to your situation.
What do you dislike about the product?
I don't know that I dislike much about it. I have never really had any issues that they could not address. The price is not bad but I guess if I had to choose something to dislike is pricing for bulk users. But again this is a solid product.
What problems is the product solving and how is that benefiting you?
Mobility...With this product I can have techs use their phones and not have to have a computer for them to sit at to add information. This saves us money plus allow real time action for tickets and lets customers know.
Perfect tool for helpdesk management
What do you like best about the product?
It's probably the easiest to use helpdesk management tool I have used so far. All of the layout is easy to read, with very minimal need to learn how to use the tools. The fact that there are automated notifications makes it far easier to update each team member when it comes to ticket delays or needing to meet SLA times.
What do you dislike about the product?
Nothing I really dislike so far, if I had to say some inconvenience is that the mobile app is not the best, but still alright. I think that the mobile app is not designed to be able to intake as many of the high volume of ticket loads that an enterprise environment gets, so in our case we get almost a hundred tickets per person, which might create a delay for opening the app and viewing tickets.
What problems is the product solving and how is that benefiting you?
The best thing we are doing with this is helping our customers. From a user standpoint, we are now able to allow users to create tickets seamlessly, provide self service options, and provide great documentation to be able to find out answers to issues that are common in a much quicker and efficient manner.
Great tool to provide internal helpdesk management
What do you like best about the product?
There is a lot of great functionalities that freshdesk uses that make sense. Instead of having a ton of different features that never get used, the tools used here are all very essential, like the ability to connect related tickets for consolidation.
What do you dislike about the product?
Mobile application definitely is not nearly as robust and well designed as the web version. Can be improved significantly
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk management system. It's extremely beneficial to have this tool to manage incoming tickets and merge existing tickets with duplicates. We also use this for our self service portal for requests as well.
Great App for Customer Service
What do you like best about the product?
Freshdesk is a great app for customer service, you can talk with customers through messengers, through emails, you can add files, pictures, you can add multiple different solutions and much more.
What do you dislike about the product?
Nothing really to add. I wish we could maybe make calls to customers through the app.
What problems is the product solving and how is that benefiting you?
All customers services problems we solve with Freshdesk.
Recommendations to others considering the product:
Freshdesk is a great app for customer service.
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