Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk optimizes customer service
What do you like best about the product?
Freshdesk is easy to configure and has a simple interface. It is effective to speed up the response to questions from our users. The ticket system has a variety of functions that allow us to categorize tickets according to priority, establish predefined answers to common questions and visualize agent operations. On the other hand, it provides reports that allow us to determine the response time of the tickets. It also offers a robust knowledge base. It is easy to manage.
What do you dislike about the product?
I cannot think of any failure or deficiency because it offers quality service.
What problems is the product solving and how is that benefiting you?
It facilitates the performance of our agents, improving service productivity. We offer a robust service thanks to the functions of Freshdesk. It's really useful.
Recommendations to others considering the product:
It's great for small businesses because their plans are accessible.
Simple and easy to use with slight flaws
What do you like best about the product?
What I like best about freshdesk is the ability to look up solutions
What do you dislike about the product?
What I dislike about freshdesk is sometimes there are multiple versions of a contact in the system
What problems is the product solving and how is that benefiting you?
I am able to look up solutions to help better assist customers with their issue
Great product!
What do you like best about the product?
Ease of use and how easy it is to customize!
What do you dislike about the product?
Nothing really. We use it in a small team and it keeps our company going.
What problems is the product solving and how is that benefiting you?
We moved from free spiceworks accounts to this. We have managed converting multiple sub team account to one helpdesk for different teams. What is nice is the logic based routing and using keywords. It is a game changer.
Recommendations to others considering the product:
We did do many trials of helpdesk portals. It is a good excercise to go through. You have to find the product that is right for you. You may have different criteria than we did.
Freshdesk provides many useful options for Help desk
What do you like best about the product?
The best thing about Freshdesk is its excellent integration through the use of API tools. In this sense, the platform is versatile enough to improve the management of customer assistance through emails and social networks. We like that notifications can be automated, and that the integration of CRM is so comfortable. It is very easy to communicate with our customers, due to its excellent unified communications system.
What do you dislike about the product?
Something we do not like about Freshdesk is its workflow manager. This does not allow to create reports and statistics correctly. We do not like your contact history management, since you can not monitor all the information dealing with them. We are annoyed that your survey and comment management tool does not have enough automation capacity. In addition, the Freshdesk activities panel takes time to update. Its integration with Podio is quite slow.
What problems is the product solving and how is that benefiting you?
Freshdesk has unified our communication with users a lot. Our online support service is at its best, as is our forum manager and telephone support. Its integration with Freshdesk chat has facilitated the way in which our team shares information.
Recommendations to others considering the product:
Freshdesk seems to us the perfect tool for self-employed workers, companies of different sizes, non-profit organizations, and even for public administrations. We recommend it a lot for Android devices. An excellent integration for Freshdesk is achieved with the Clarizen platform, fully recommended.
A great support and live chat management system
What do you like best about the product?
NInce user interface and better management of tickets and live chats
What do you dislike about the product?
On cloud implementation, I would rather go for the on-premise model
What problems is the product solving and how is that benefiting you?
Solving customer care problems and live interacting with the customers
Freshdesk is an effective solution
What do you like best about the product?
I like Freshdesk because it is easy to use and its design is user-friendly. The system is fluid, automates repetitive tasks and improves teamwork. The ticket system is great for handling user queries because it prioritizes and categorizes tickets. It makes it easier to solve complex problems since we can include technicians from different areas of the organization.
What do you dislike about the product?
I have no complaints about it because it gives us good results.
What problems is the product solving and how is that benefiting you?
It is the solution we needed to improve customer service. It is efficient in the management of queries and in the distribution of workload. Thanks to Freshdesk we can communicate in a fluid and personalized way with our clients.
Recommendations to others considering the product:
It is a scalable and versatile solution for companies of any level.
Hassle free customer support tool
What do you like best about the product?
1. Onboarding was the best one with freshdesk customer support tool and moreover it was breeze to connect our existing mailbox support to the freshdesk without any complex integrations.
2. Mobile App to answer customer queries from anywhere
3. Well suited API's for creating support tickets from our product application
4. Super fast dashboard and ticket screen to pickup the tickets to answer them
2. Mobile App to answer customer queries from anywhere
3. Well suited API's for creating support tickets from our product application
4. Super fast dashboard and ticket screen to pickup the tickets to answer them
What do you dislike about the product?
1. complex admin panel to search for the features
2. Need to pay for trello - freshdesk integration
2. Need to pay for trello - freshdesk integration
What problems is the product solving and how is that benefiting you?
customer support and tracking product feature request
Poor choice compared to freshservice
What do you like best about the product?
I liked the app integration making it a mobile product.
What do you dislike about the product?
Wish they would merge it with freshservice for a more unified flow.
What problems is the product solving and how is that benefiting you?
Gave us our very first helpdesk oriented work flow. Increased productivity by almost 50 percent.
Recommendations to others considering the product:
Look into fresh service first.
It's a great app to manage customer service
What do you like best about the product?
Freshdesk platform unifies communications, enabling us to handle queries from multiple channels such as social networks, chat or email effectively. The conversations are saved as tickets and facilitate the operations of the support team. Prioritises tickets according to their level of urgency.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
Promotes team collaboration since agents can consult with each other to find the best solution to a problem. I like the functionality it offers because it positively transforms the service we provide.
What do you dislike about the product?
Currently I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides us functionality to provide a personalized customer service. Optimize ticket management, increase productivity and improve teamwork.
Recommendations to others considering the product:
This platform transforms customer service. Prices are affordable and is fully scalable.
Freshdesk simplifies ticket management
What do you like best about the product?
Freshdesk is user-friendly, its price is affordable and it is easy to use. Greatly improves communication with users, automates the management of tickets and provides metrics that help us improve our performance.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
I like this app because it makes our work more productive and efficient. Automatically assigns tickets to agents, can also solve problems faster. It saves us time in secondary tasks and unifies the operations of the support team.
What do you dislike about the product?
It offers the functionality we need, so I have no negative comments regarding software.
What problems is the product solving and how is that benefiting you?
It provides a platform that unifies the operations of the support team. Freshdesk makes it easy to provide personalized customer support, helps us solve problems more effectively.
Recommendations to others considering the product:
It provides useful and advanced features to improve customer service.
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