Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk is an intuitive tool
What do you like best about the product?
Freshdesk is an intuitive and easy-to-use tool that allows us to focus on providing personalized attention to each client. The panel that provides is easy to navigate. The ticketing system is efficient, now we can respond more quickly to the problems of our customers, as it stores the tickets of multiple channels as tickets. It also has reporting functions that help us proactively improve customer service.
What do you dislike about the product?
I find it quite useful this software, so I have no complaints about their performance.
What problems is the product solving and how is that benefiting you?
Increase the productivity of our agents. It allows us to join the support team on a platform, which makes it easier to manage customer service.
Recommendations to others considering the product:
It is an outstanding alternative. Great value for money, is versatile and easy to set up.
New to Freshdesk and liking it!
What do you like best about the product?
Freshdesk is a ticketing system and what I like best is being able to keep track and have records/history of previous tickets.
What do you dislike about the product?
One thing I don't like about freshdesk, is that when I respond and close a ticket, it automatically gets reopened if the AM or whoever opened it originally responds back (for example, I closed it, and AM responds: thank you!, so the tkt gets reopened), which is a bit annoying
What problems is the product solving and how is that benefiting you?
We're using freshdesk as a ticketing system so we have all requests come in to this one place so we can keep track. Also, this way, if someone on the team is out sick, other team members can view his open tickets and jump in and help.
fresh dish
What do you like best about the product?
the easiest one compared to other similar products.
What do you dislike about the product?
the annual cost and fee on that software
What problems is the product solving and how is that benefiting you?
communication chatting and problem solving
Solution for customer support.
What do you like best about the product?
It is an excellent alternative that allows dynamic customer service and automate those tasks that are repetitive, has useful options for communication with the client such as email, calls, chat, social networks. You can see that they are looking for a way to adapt to the client, which makes them different.
What do you dislike about the product?
At the beginning it is necessary to immerse yourself well in knowledge its use is not simple and intuitive as you would like.
What problems is the product solving and how is that benefiting you?
It gives me the ability to give timely responses to clients and contact me directly with them through live chat.
Easy to use but must be specific
What do you like best about the product?
I like that it allows for very complete answers. It allows to provide a lot of detail to users who need to access Freshdesk.
What do you dislike about the product?
That searching forums for answers the questions must be very specific. It doesn't appear intuitive enough to know what you're searching for.
What problems is the product solving and how is that benefiting you?
FAQs, Help Forums
Front desk associate
What do you like best about the product?
How it allows you to contact other and still be engaged in the phone with someone.
What do you dislike about the product?
It’s easy to us and not hard to learn when training
What problems is the product solving and how is that benefiting you?
Being able to allow the front end to be looked after without having a person there
Recommendations to others considering the product:
Yes especially if you are a very small company
Great HelpDesk Ticketing System!
What do you like best about the product?
We never had a ticketing system before this one. After reviewing, this one suited us best by combining tickets with asset management. It also lets us have canned responses and solutions to make ticketing faster. Also great for reporting purposes. Great design/look and feel. Portal is easy to use for faculty, staff and students. They also work to try to help you get the best price available!
What do you dislike about the product?
To be honest I do not have anything I dislike about the system. It works like intended.
What problems is the product solving and how is that benefiting you?
I am able to prioritize tickets have everything in one central location. It makes tracking what has hapened with certain users easily!
Recommendations to others considering the product:
Great product, if your looking for a ticketing and asset management system this is the product for you. Easy to use and a nice design.
Cloud based option to provide customer support to your clients
What do you like best about the product?
Freshdesk provides in-built email to ticket conversion. It allows you to automate several tasks. It has multi-channel, multi-product and multi-brand support. It has a built in self-service portal.
What do you dislike about the product?
Freshdesk may sometimes send the same email twice. It does not provide built-in data import and export facility either. It does not have in-built formatting options either.
What problems is the product solving and how is that benefiting you?
Freshdesk has a free trial. It has support for different devices. It has a clean user interface. It provides emails, voice calls and chats.
Possibilities
What do you like best about the product?
Lots of potential for customization and possibilities to make exactly what you want
What do you dislike about the product?
Complicated subscription plans
Not a lot of documentation
Not a lot of documentation
What problems is the product solving and how is that benefiting you?
Incident, request and change management! Customer friendly Portals and solutions has been very appreciated
Outstanding tool
What do you like best about the product?
I like the simplicity of Freshdesk, it makes it very easy to manage and configure it. Our team of agents can interact easily with the client, as it centralizes communications. Receives inquiries from different channels, mainly chat and email. The helpdesk automates tasks and makes our workflow more effective.
What do you dislike about the product?
Freshdesk is the tool we need. I have no complaints regarding its operation.
What problems is the product solving and how is that benefiting you?
It allows us to solve problems more quickly. Freshdesk allows us to automatically distribute the tickets, preventing two agents from taking the same ticket. It makes us more effective.
Recommendations to others considering the product:
Freshdesk is the right solution for companies that want to optimize customer support.
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