Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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A solid solution
What do you like best about the product?
Freshdesk provides you with the core essentials you need for good customer service. It doesn't have a ton of bells or whistles, but gives you what you need for a growing business. What I most like, is the ability to track tickets across my different employees and drop them into buckets by ticket type.
What do you dislike about the product?
We never really got trained on how to use the application,. Most of it has been a hands on experience with trail and error.
What problems is the product solving and how is that benefiting you?
It allows you to better give support to your customer base. It also helps them get their own support by looking at FAQs and other docs.
Number 1 tool for better supporting customers
What do you like best about the product?
I absolutely love the abilities I've gained with Freshdesk. As a company that is customer-oriented, we needed something to better organize how we dealt with customers and how different sales people and agents are assigned to work with a client. This unifies the whole scope of what we do and also has a beautifully done mobile app.
What do you dislike about the product?
I feel like the software kind of evolves with you as you use it. If I could go back I would setup things a little differently but overall it works great.
What problems is the product solving and how is that benefiting you?
Customer focus, assigning roles, organization, etc
Recommendations to others considering the product:
If you are needing a product that really helps you develop aim and a company wide focus on dealing with customers, please consider this.
Freshdesk is a good entry choice
What do you like best about the product?
UI is easily comprehensible for the most part.
What do you dislike about the product?
Lack of configurability, nickel and diming price setup for extra features.
What problems is the product solving and how is that benefiting you?
We only utilize the helpdesk portion and it does the job well.
Great ticketing system
What do you like best about the product?
Straight forward setup and easy to use. Also I like that I can check/replay/create ticket right from my smart phone.
What do you dislike about the product?
Only thing I disliked is that is didn't find it sooner.
What problems is the product solving and how is that benefiting you?
Need a ticketing system that could be access outside of the network. This solved that problem quickly.
Freshdesk Is Great
What do you like best about the product?
I really liked how easy it is to format and begin use. It was simple to understand the function of the service and how to implement it for my department. I also found that it has extensive features, some of which do not come standard, but it seems like there are options to accommodate most customer scenarios. I really like the option to integrate online with a portal. Social aspects are really great too!
What do you dislike about the product?
My company operates from sales force as a CRM and we have been using the account level without populating contacts beyond the primary contact for each account. This has made it difficult to move into many different support solution in regards to integration. While I know this isn't the fault of any service, it has been a determining factor when attempting to implement a contact based support solution as opposed to an account based one.
What problems is the product solving and how is that benefiting you?
We have been using it to better communicate with our customer and keep better track of all incoming request and problems.
Recommendations to others considering the product:
Be sure you are building a strong contacts list in your current solution or are ready to input contact data in relationship to accounts.
Quick, clean, and easy to use
What do you like best about the product?
My absolute favorite features are the number of keyboard shortcuts within Freshdesk along with being able to embed inline images.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
What do you dislike about the product?
I wish the Company and Contact management was a little more powerful and easier to use. Right now it is a little bit limited with how you create/link people together.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us easier management of our customer issues and problems. Our old system didn't have many features and it was much slower to work with.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
Recommendations to others considering the product:
Lots of features for a reasonable price!
Personalized response to each of the requests generated by customers.
What do you like best about the product?
What I like most about this application is the personification that gives to provide a domain for the reception of questions, incidents or any other request that customers want to make, offers a support platform for tracking incidents at a low cost, account with an easy task panel which allows me to receive and send emails, sharing with some team member pleases me especially because it establishes a response time once the type of incident is presented, which allows a timely response in the time lapses established and earning customer satisfaction.
What do you dislike about the product?
I would like this application to allow me to insert documents to support some cases such as images, invoices, etc., in this way to make the presentation of each application easier.
What problems is the product solving and how is that benefiting you?
Through the notifications of arrival of each application we have been able to give an optimal response to the client, with which we have managed to be grateful and happy for the prompt response provided, it gives me the benefit of being able to visualize in a single panel the customer requests and in turn verify the status of each as well as being distributed in the work team for the good performance of daily activities in function of providing good service.
Recommendations to others considering the product:
I consider that this application is important because it allows to keep track of the requests made by the clients through personalized response through an established business domain, allowing to verify and give a quick response, besides this I recommend this application because it is a way to group Support requests and give the importance that is required to achieve customer satisfaction.
Great Product but unfortunately there own customer service is not the best
What do you like best about the product?
Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced.
What do you dislike about the product?
As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself.
What problems is the product solving and how is that benefiting you?
Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team.
Freshdesk Review
What do you like best about the product?
Self service capabilities for clients to enter their issues is great. Automatic feedback with ticket number is very responsive.
What do you dislike about the product?
The appplication doesn’t have very many dashboarding capabilities and is pretty rudimentary in design features. Lots of customization is needed to use and can’t require certain information be entered. Clients can bypass fields by entering periods or other dummy data.
What problems is the product solving and how is that benefiting you?
Self service helpdesk capability, ticket queuing and reporting on agent volumes and overall ticket statuses.
Organizational Dream
What do you like best about the product?
Easily manages thousands of customer requests with organizational excellent and satisfying aesthetics. Even the most overwhelming number of customer requests is easily managed with Freshdesk.
What do you dislike about the product?
There are small design flaws that interfere with the work flow. For instance, the 'ticket updated' notification blocks the total ticket fou nd for several seconds. Even so, I trust this will be an issue set to revoked in the near future.
What problems is the product solving and how is that benefiting you?
I help ministries all over the world further the gospel by providing cutting-edge technology and excellent customer service. I find it easy to keep track of every request, from the most knowledgeable to those in need of a little extra guidance.
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