Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Review of Freshdesk
What do you like best about the product?
Ease of managing tickets and hardware. Easy to navigate and clean design.
What do you dislike about the product?
Wish there were more reporting tools. There is a fair amount of reports though, but we don't use all of them.
What problems is the product solving and how is that benefiting you?
Makes managing customers easier with ticket system. Helps us keep track of tickets more efficiently.
Great But need Improvements
What do you like best about the product?
* Free for up to three users
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
What do you dislike about the product?
* its Android app made me enter the full name "Company Name".freshdesk.com instead of "Company Name"to log in;
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
What problems is the product solving and how is that benefiting you?
we mainly used to solve all related customers tickets and inquiries
Recommendations to others considering the product:
I would mainly recommend it to everyone I know over a lot of alternatives, it is really easy to use and get the hang of it and almost always gets the job done
It is easy to use
What do you like best about the product?
It is a well-integrated, easy to configure with a clean and simple interface software. It is intuitive and understands the needs of the user.
What do you dislike about the product?
I think that Freshdesk premium packages are expensive
What problems is the product solving and how is that benefiting you?
It is an integrated software with resources that allow to perform complex tasks in a simple and functional way. Provides assistance in the organization and tracking of tickets.
Recommendations to others considering the product:
I recommend Freshdesk because it is a useful tool that facilitates communication with customers in a simple and efficient way.
Fast and easy to use
What do you like best about the product?
It is simple and intuitive software with solid customer support.
What do you dislike about the product?
I have not complaints about the software.It works well
What problems is the product solving and how is that benefiting you?
It helps provide an accurate response to customer inquiries
Recommendations to others considering the product:
None
Freshdesk is easy and a secure way to keep track of customers needs
What do you like best about the product?
It has great email messaging and self-service portals, helps keep track of all customer emails, "tickets" and ensures an exceptional customer service.
What do you dislike about the product?
there is nothing i dislike about this software
What problems is the product solving and how is that benefiting you?
Making sure the customers receives the best of services and that their issues/requests are solved in a timely matter.
Great program!
What do you like best about the product?
I like that I can have all of my customer support conversations in one place. I can now easily manage support for social media, email, phone, etc. all on a single platform.
What do you dislike about the product?
There isn't anything I particularly dislike, but I wish the price was a little lower.
What problems is the product solving and how is that benefiting you?
I would say the two biggest problems my team has been solving with Freshdesk are productivity and support. This program keeps tracks of the repetitive tasks you do every day and you can automate it so it does them for you, which saves me a lot of time. I can keep track of all my support related conversations in one place, so I'm not forgetting to respond to one because I forgot to check.
Goodbye could be better
What do you like best about the product?
the ticketing system was very good for order entry
What do you dislike about the product?
There wasn’t a very good way to organize everything
What problems is the product solving and how is that benefiting you?
We were using freshdesk for order entry
functional support ticketing system
What do you like best about the product?
customizable interface to view different types of tickets, includes an asset database, user-friendly interface for the end-user.
What do you dislike about the product?
no complaints. It does exactly what it supposed to do and does it well.
What problems is the product solving and how is that benefiting you?
support ticket organization
Freshdesk
What do you like best about the product?
I really like the self help ticketing feature on this platform. It is very user friendly. I am not very tech savvy but was able to figure it out on day one of using Freshdesk. You quickly select the subject of what your ticket is about and document what the problem is. Usually in a timely manner, a response will be given.
What do you dislike about the product?
I dislike that it can take a while sometimes to get the response from customer service I am looking for. Although, my employer is from China so that more than likely is the cause of the time issue. Sometimes, the employees are not on the same page and I have to reenter the information.
What problems is the product solving and how is that benefiting you?
I really would not say that I have any problems with Freshdesk so far other than the above mentioned, time in response at times ( although my employer is from China so there is a 12 hour time difference).
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
Recommendations to others considering the product:
Fresh desk is very user friendly and that's why I think its great. Not everyone is tech savvy and the help desk feature is so easy to use and anyone can figure it out!
Customer ticketing made easy
What do you like best about the product?
Freshdesk makes it super easy to see customers recent tickets so you can keep communication clear and you don't repeat what's already been done (unless needed). It has made a great difference in how we can help our customers.
What do you dislike about the product?
Not much complaint about other than managers have made a point to say they would like more stats and analytics.
What problems is the product solving and how is that benefiting you?
We needed a platform that would allow us to help our customers with any issues they may have and this has been super helpful. I can't say its the best out there cause I'm not sure but it has been wonderful for our organization.
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