Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great for managing a helpdesk Team
What do you like best about the product?
Ease of use for standard customer questions/complaints your own customer service is quite good. A nice little feature is to add support page article links/contents to reply messages just like canned responses. Another huge advantage is the knowledge base/support page which is highly customizable. In general, we like ticket automation rules as well and it helped to solve some of our special requests.
What do you dislike about the product?
Backup and export/import options. It is not possible to export/backup parts of the data individually (all or nothing). Some parts are missing in backups (manly related to localization) Localization is not supported from the beginning.
What problems is the product solving and how is that benefiting you?
Has made managing our helpdesk much easier, the support is good, I have no complaints. We have selected Freshdesk as it seemed to give the best value for the price and people also seem really satisfied in general. To me, Freshdesk is a developing underdog on the CRM market with some huge advantages and opportunities. We selected them because we can have some top notch solutions just like we had Freshdesk or Zendesk, but we do not have to leave a fortune there.
Recommendations to others considering the product:
Support. A solution to an issue in minutes Solid options for different communication channels (email, chat, phone...) Solid API allowing integration with our software Relative ease of setup and maintenance of product family.
Freshdesk is good but not great
What do you like best about the product?
It puts all of our customer tickets in one place. Tagging and escalation work well.
What do you dislike about the product?
The helpdesk feels dated. Emails can get confusing and messy based on how different users respond. Too many email notifications for the same thing.
What problems is the product solving and how is that benefiting you?
We get a lot of customer questions. We would not be able to handle it without a ticketing system.
Recommendations to others considering the product:
Check out all your option for a ticketing system. Freshdesk might be good for you, but there could be better options.
Freshdesk - Great Ticketing tool with SLA
What do you like best about the product?
The SLA policies which we can configure is almost at the best and it is used to track the tickets and to complete the issues at right time
What do you dislike about the product?
Nothing more but the pricing per agents seems little bit high
What problems is the product solving and how is that benefiting you?
SLA tracking, Issue solving in time and also to generate various reports
Recommendations to others considering the product:
Good to go with Freshdesk for better issue management
Freshdesk is very useful for managing customer service
What do you like best about the product?
This platform has a report creation system that provides varied and good options for the management of support tickets. We like its variety of sources when writing messages, and that the quality of its voice mail function is high. We are also satisfied with the call recording tool, which curiously has a fairly acceptable audio quality. Its interface is very fast.
What do you dislike about the product?
Freshdesk does not like that the platform has shown weaknesses in terms of its social integration functions, since, in the case of messages through social networks, these are not uploaded directly until after certain periods of time, and The clientele takes time to see the answers we provide. Its onboarding function is also slow.
What problems is the product solving and how is that benefiting you?
Freshdesk is the most suitable platform for integrations thanks to its excellent API tool. The software provides an extensive capacity in terms of keeping track of interactions with contacts, which can be easily exported to other devices. We have found that your system of task to work has helped to make our management more technical.
Recommendations to others considering the product:
We fully ensure that with the services offered by Freshdesk they will be satisfied, in the same way that we are. It has been excellent to use its self-service portal, and its call routing system. We also recommend Freshdesk to improve the tracking of tasks and surveys, which have a huge variety of templates.
Freshdesk is the number 1 Help Desk software
What do you like best about the product?
Freshdesk have captivated us the great part of their functions. For example, its comfortable orientation towards the realization of onboarding, and the organization of its self-service portal, which is also very easy to learn to use. We like your call routing system (usually almost everything related to calls is well above average).
What do you dislike about the product?
One problem with Freshdesk is that the report creation system does not handle the fonts correctly, nor does it allow them to be organized quickly. The voice mail tool is slow, and does not offer sufficient sound quality. The calls do not have good quality at the time of recording (there is distortion in the background, this is the only drawback with the calls). Its life cycle tracking system does not allow adding as much information about the client as other softwares.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided us with excellent help with the management of our technical support tickets. It has become easier to sort and archive them, and their integration with cloud hosting software makes it convenient to store each document in the cloud. Your automated message delivery system has helped us save a lot of time.
Recommendations to others considering the product:
This software is recommended to manage statistics of support tickets sent by customers, and to improve the relationship you have with them. It is highly recommended the integration between Freshdesk and a CRM platform, to further optimize customer relations.
This is a user-friendly, flexible and intuitive tool
What do you like best about the product?
Freshdesk is user-friendly, flexible and customizable. The ticketing system is exceptional, as it speeds up the agents' performance and allows them to respond promptly and quickly to the inquiries of our users. It should be noted that it offers multi-channel support, meaning that we can connect with customers from social networks, mail, live chat or phone call.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
Documentation is useful, advanced training is not necessary for the use of software or complex installation. It also has a good team of technical support. It's great.
What do you dislike about the product?
I can not help, but the reporting tool requires more advanced filters.
What problems is the product solving and how is that benefiting you?
Facilitates interaction with users and helps us give confidence in the support team. In addition, it helps us to manage tickets efficiently and in an orderly manner.
Recommendations to others considering the product:
I recommend the ticket system. I believe that your system is intuitive, flexible and scalable. Its price is affordable and provides professional technical support.
With Freshdesk a very comfortable call handling is achieved
What do you like best about the product?
Freshdesk has a call center management system, with which the work plan and the calls made can be organized. You can create reports on customer support for employees, and these are very customizable. In addition, it has an excellent omnichannel system so that communication is always appropriate. We are facing an excellent service. Freshdesk has managed to captivate us with its wide range of tools for Help desk. It is excellent with the recording of calls. Fortunately for us, the Freshdesk customer service team (paradoxically) is very good. They have responded correctly to our concerns. The Freshdesk price contract has not only been very flexible with the terms of payment, but the negotiation occurred without any problem. We could not be more pleased with Freshdesk. You can see that this platform has evolved to offer a better service every time. We recommend investing in it.
What do you dislike about the product?
It does not allow to conduct video conferences with clients. Your email marketing system is obsolete (it has few templates). Your electronic signature management tool is slow, and does not have a proper drag and drop function that is faster to work with.
What problems is the product solving and how is that benefiting you?
With this help Desk software you can reach another level in call management. They can be routed, recorded for later review, and contact databases can be freely imported and exported. Freshdesk is a very economical service, which also includes an excellent suite, full of integrations.
Recommendations to others considering the product:
With a platform like Freshdesk it is easy to get a complete overview of our customer service. It is full of advantageous tools so that communicating is something simple and quick, and to review and organize any problems that may arise. Freshdesk is a good option, we recommend it.
Middle of the road software
What do you like best about the product?
I like that you can categorize tickets, and keep a list of contacts and companies. I also like that you can assign different roles to employees.
What do you dislike about the product?
Whenever they update the app, something goes wrong. I also find there's bugs with notes, notifications, and making rules.
What problems is the product solving and how is that benefiting you?
We can easily categorize and solve tickets, and leave notes about them for each other. I love being able to contact the customer from their ticket, and keep everyone updated!
Recommendations to others considering the product:
I feel like this is a good middle ground software. If you are looking for a "do it all" and do it seamlessly product, this isn't it. However, you won't be paying that price either! Good middle ground!
Freshdesk - Great ticketing tool
What do you like best about the product?
The SLA policies which we can configure and the support channels they provide like fresh chat, live chat, bots, link to social channels like face book etc., are really awesome.
What do you dislike about the product?
The support team can address the issues somehow better and give a quick turnaround for any queries from their customers.
What problems is the product solving and how is that benefiting you?
Mainly in addressing issue tickets, we can track whether it is breached the SLA set per the Priority of the tickets and once it is breached we Admin and the Senior teams are getting notified.
Recommendations to others considering the product:
We can go with this tools for better issue tracking.
New to FreshDesk
What do you like best about the product?
Ability to assign requests to any member on my team. Ability to organize requests and email directly from the platform
What do you dislike about the product?
I haven't been using Freshdesk long and there currently there are not any functions that I dislike.
What problems is the product solving and how is that benefiting you?
Our teams support the back office and we would receive various requests via email, phone, instant messenger and face-to-face. This allows us to organize requests in one central loction.
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