Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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this app rocks
What do you like best about the product?
The user experience is very well designed. I looked for other applications and they all had the same price, however Freshdesk stands out for its ease of use.
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
What do you dislike about the product?
I think there should be an algorithm and intelligent spam identification system that sends spam tickets directly to the Spam folder. On the other hand, building and maintaining a common database of spammers would add even more charm to the software.
In this way, an operator can manually examine Spam tickets and process them respectively.
In this way, an operator can manually examine Spam tickets and process them respectively.
What problems is the product solving and how is that benefiting you?
freshdesk came into my life as a ray of light haha, I have facilitated the way I communicate with my clients and colleagues at work, I can perform faster my supervisions and reviews because I can maintain a better communication with this program.
Recommendations to others considering the product:
best app for me
this application works!!
What do you like best about the product?
If you are looking for something that has the least amount of customization, but is built very polished and easy to use from the first moment, this is the best product.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
What do you dislike about the product?
Well, there's really nothing I don't like about Freshdesk, just a small improvement in the control of spam and spammers. No doubt Freshdesk already deals with it, but in a slightly different way.
and of course the price, is a little expensive but equally passable for large companies
and of course the price, is a little expensive but equally passable for large companies
What problems is the product solving and how is that benefiting you?
freshdesk has facilitated me the connectivity with our customers in every way, I can address their concerns and solve their problems in many ways thanks to the many tools that has this program
Recommendations to others considering the product:
this program meets and by far meets our highest expectations
Recommended Application
What do you like best about the product?
The FD interface is simple and manageable, making it easy to change our old ticket format. It is easy to work together on a single ticket, especially with the ability to create Private Notes that are visible only to operators. Email templates help streamline tasks, and time-based rules ensure that tickets are not put on hold too regularly. Applications are also useful for extending some of the features or for customizing functions.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
What do you dislike about the product?
There's a couple of weird details about the solution builder. I'd like it to be more of a "what you see is what you get" feature, although you can preview your drafts before publishing the page.
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
What problems is the product solving and how is that benefiting you?
In general FD has tried an application at the height of the circumstance, thanks to the application and its many functions quite useful and could help my customers more in their doubts and problems, is a very welcome application.
Recommendations to others considering the product:
recommendations? none, buy it and you'll see!
Amazing! 100% recommended.
What do you like best about the product?
One of my favorite options is automation, the observer does his job as it should, facilitating the handling of tickets, saving work to our team without reducing efficiency. It also allows you to add several different emails to receive tickets, which gives an organization and control of them, while you can choose to which specific team the messages are addressed.
What do you dislike about the product?
There are things that cannot be automated, and does not allow the handling of certain permissions to users to access certain information. They are options that would improve its operation but at no time make it difficult.
What problems is the product solving and how is that benefiting you?
Great attention to our clients and facilities to our customer service team.
Recommendations to others considering the product:
No need to much to get it working, and once it is, not too hard to set up everything.
good experience with freshdesk
What do you like best about the product?
simple to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing.
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
What do you dislike about the product?
Slow to very slow if custom-coded
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
What problems is the product solving and how is that benefiting you?
We no longer use inboxes to track incidents, resulting in better tracking and results for customers. In addition, we can use tickets and previous broadcasts to develop knowledge, both internal, for specific customers, and internally
We've seen a lot of tracking applications, and FD works best!
We've seen a lot of tracking applications, and FD works best!
Recommendations to others considering the product:
recommendations, no truth, is an easy to use system or program.
Not very user friendly
What do you like best about the product?
I like that my emails are forwarded to a new inbox that I have to check.
What do you dislike about the product?
I dislike that I get emails within gmail that I have new tickets.
What problems is the product solving and how is that benefiting you?
Auto reply during non business hours.
Perfect customer service platform.
What do you like best about the product?
The idea that being able to handle the messages and tickets sent by our customers and be able to respond quickly is possible thanks to FreshDesk, its interface is a clean and functional. The option to add automatic replies makes it possible to create a FAQ system and have it available for them. While answering a ticket you have all the necessary information right there, to verify and be up to date with the customer.
What do you dislike about the product?
The lack of capacity for visual customization, has a lot of tools and gadgets, but visually is very limited and it would be good to give a more appropriate touch to the company.
What problems is the product solving and how is that benefiting you?
Our support team's ease of responding to customers and their comfort in communicating with us.
Recommendations to others considering the product:
If your support team is stressed by handling so many emails, this is your solution.
Excellent customer service!
What do you like best about the product?
I met with a few support tool companies and I really enjoyed working with Freshdesk. Sarosh and Jayalaxmi answered all questions, followed up with me to touch base, and once I signed up for the demo they assisted me very quickly with any demo questions I had. Once we signed up for Freshdesk the assistance I received was amazing. Any time I had a question Jayalaxmi was very quick to respond and walked me through on getting everything setup. Sarosh also followed up to ensure everything was working for me. Hands down - the customer service at Freshdesk is stellar. Also, the tool is very user friendly. Except for some complex ticket entry setup I needed to do, everything was very self explanatory within the tool.
What do you dislike about the product?
Absolutely nothing - it's been amazing working with Sarosh and Jayalaxmi!
What problems is the product solving and how is that benefiting you?
The support tool we are using is out of date and is also coming to an end of life. We needed to switch support tool and we were hoping to gain more functionality. Freshdesk provided everything we were looking for. Additionally there were no hidden costs. When I spoke with other companies there were "add ons" to the plan I had to purchase to get everything I wanted. At Freshdesk it's all in one package.
A great solution to manage customer service
What do you like best about the product?
Freshdek allows you to manage customer queries easily and effectively. The ticketing system and the multiple support channels make this software a robust, scalable and easy to implement support solution.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
What do you dislike about the product?
The software works very well, but I think it could improve the customization features of the dashboard.
What problems is the product solving and how is that benefiting you?
The ticketing system, the multiple support channels and the automation of tasks, facilitate the communication of the support team with the clients.
Recommendations to others considering the product:
Recommended for small and medium companies. It is easy to configure, its user interface is simple and simplifies teamwork and increases productivity.
It is an excellent tool for the support staff that manages many clients.
It is an excellent tool for the support staff that manages many clients.
freshdesk all in 1
What do you like best about the product?
I like that whenever I need an issue resolved i just message the support team via freshdesk and gets the reply and resolution as soon as possible.
What do you dislike about the product?
I didn’t really encounter any problems using it since it’s user friendly.
What problems is the product solving and how is that benefiting you?
Since I worked as an ESL Instructor homebased I only communicate with the support team via freshdesk regarding my inquiries about scheduling classes and mock classes as well as student’s complaints.
Recommendations to others considering the product:
It’s fast and user friendly. Our support team had my inquiries resolved ina matter of minutes. I would definitely recommend using this software.
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