Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk creates easy ticketing system
What do you like best about the product?
My favorite thing about Freshdesk is that I can see the status of my tickets and requests. I like how I can communicate internally and know that my problem is being addressed (without having to send an email).
What do you dislike about the product?
Overall I do not have any problems with Freshdesk. I guess my only grief is that sometimes people don't indicate when they have handled something.
What problems is the product solving and how is that benefiting you?
Freshdesk has created a single spot to organize and respond to requests. The benefits are huge in that it takes care of questions and gives an easy system for following up to a variety of requests (from password issues to more complicated things).
Recommendations to others considering the product:
Highly recommend!
Thank god this service exists!
What do you like best about the product?
Flexibility and stability on the service.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
What do you dislike about the product?
The only thing i dont like about this service is the inestability on the iOS app. Sometimes I can't even respond to a email because the button goes out in a second.
What problems is the product solving and how is that benefiting you?
Our company started using this tool almos a year ago.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
Recommendations to others considering the product:
My review displays my needs, and many IT workers needs.
Simple & Effective
What do you like best about the product?
Automates the process of ticket creation. Provides the ability to have live chat with users.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
What do you dislike about the product?
When you load a ticket which has multiple email threads (around 80+) the browsers start to misbehave
What problems is the product solving and how is that benefiting you?
This is a tool we are using for problem management. The entire team is using Freshdesk to support our customer base. It helps the team members to communicate internally .
Also provides the options for live chat & built in Knowledge pro
Also provides the options for live chat & built in Knowledge pro
Recommendations to others considering the product:
Freshdesk is very effective and useful tool for managing customers tickets.
It is simple to use and work with. No user training is required to start using this solution
It is simple to use and work with. No user training is required to start using this solution
Great features to perform a relentless assistance to the user
What do you like best about the product?
This software has very good quality, it is simply clean, innovative, minimalist and offers an assistance that does not compare with other software. The best companies use this software so that customers are satisfied with their service and they are, my clients do not stop telling me how well we do our work and how we serve them.
What do you dislike about the product?
Nothing that could displease me, Freshdesk is constantly working to make their software the best, and it is, every day we see the differences that mark us and we thank them.
What problems is the product solving and how is that benefiting you?
Freshdesk has been developed in my company perfectly, while it is easy to use to improve the experience, above all the best features would be that it is based on the cloud, our company is better included and with better visions towards the future thanks to Freshdesk .
Helps a lot !
What do you like best about the product?
Freshdesk is really good for me. It helps me resolve a cases of my clients by creating a ticket. It helps a lot to them everytime their case has been resolved
What do you dislike about the product?
Set-up was not too informative and even after navigating the platform for quite some time, did not feel as if everything made sense. Zendesk was much easier to set up and implement.
What problems is the product solving and how is that benefiting you?
We can handle a lot of bulk enquiries more easily - much better organisation overall
Recommendations to others considering the product:
Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right.
A reliable CRM solution that gets the job done
What do you like best about the product?
The system is clean and easy to manage from a UX perspective and while there are still some bugs, the new Mint version enhances this even further.
What do you dislike about the product?
While the software does a good of of managing individual cases, it does not offer much in regards to tying separate cases from separate sources into single account entities.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our support case manager/chat software for communicating with our member base and ensuring that support issues are resolved.
An exceptional option for HR Service
What do you like best about the product?
The knowledge base, canned responses, and ticketing ability to track and metric HR Support for our company is amazing. The employees also have the ability to rate their service received. We can even create tickets for calls as well.
What do you dislike about the product?
They really need to come out with a customer portal app. They have an app for Admins but the customers (or employees in our case) would like an app for their phones instead of a bookmark on their web browser.
What problems is the product solving and how is that benefiting you?
We are able to silo IT and HR and still have a combined helpdesk. Either side can update the knowledge base and employees have access to both IT and HR Support with one application. HR is able to take inbound calls for both allowing IT to focus on phone support and prioritize work effectively.
Control of all requests made by customers for a timely response.
What do you like best about the product?
I like that we can take a receipt of claims, questions or attachments of customers in a customized application which part of a business domain which is created from the registry which allows us to respond to our customers in a personalized way attending each of the requests according to their priority and to distribute among the work team, the system will inform us the maximum response time to each one, which is excellent.
What do you dislike about the product?
I would like the system to attach documents or images related to the case in order to have support that is necessary for the proper development of each application.
What problems is the product solving and how is that benefiting you?
Attack on time the problems that in some way or another makes the customer unsatisfied through the reception of emails sent by customers giving them a prompt response which makes us win customer satisfaction and this continues to make use of our services.
We have been able to take better control of the requests made by customers through the monitoring of each of their requirements, which has made us more satisfied customers in the short term.
We have been able to take better control of the requests made by customers through the monitoring of each of their requirements, which has made us more satisfied customers in the short term.
Recommendations to others considering the product:
I recommend the use of this application to carry out a control and monitoring of support with questions or incidents that take place in the company, which can handle all the requests that originate from the client in order to continue showing a good image with response timely, allowing to distribute each request among the team what makes the application more profitable and productive, it is easy to use so as it is being used, the practical area that will be more manageable will be realized. client.
Follow up of questions, problems, incidents, requests, etc. that are generated by customers when mak
What do you like best about the product?
This tool offers a personalized domain depending on the name of the company to receive, respond and follow up on questions, problems, incidents, requests, etc. that are generated by customers when making use of our facilities. according to the degree of importance, it has an expiration date in which the customer must respond to this to carry out a planning and a good image for the company. This application is great for me.
What do you dislike about the product?
I would love that it offered the option of fast impression, in this way to be able to have information with respect to some specific case at hand.
What problems is the product solving and how is that benefiting you?
I have been able to provide a personalized and timely response to the clients through the follow-up and distribution of each request among the support department, so we can show more efficiency in the quality of response.
We have been able to see the satisfaction of the client when a quick response is given to what is requested, which makes the client satisfied and willing to return and make use of our services.
We have been able to see the satisfaction of the client when a quick response is given to what is requested, which makes the client satisfied and willing to return and make use of our services.
Recommendations to others considering the product:
I consider that this application is very good to organize the requests of the clients in an organized manner based on requests that originate in the provision of the service, through a personalized and easy to manage domain that groups each request in alphabetical order which makes it easier location, in the panel you can see the different status of each ticket as well as the general information of the person in case of requiring contact as well as see the productivity of the performance of each agent in terms of the solution to each task.
Amazing for new and upcoming businesses
What do you like best about the product?
Freshdesk is an easy to use palatform for customer support, as it offers ease of use, and a simple UI.
What do you dislike about the product?
Has some limited features, and can cause some CR issues down the road due to the lack of features.
What problems is the product solving and how is that benefiting you?
Customer support is easy to perform, keep track of, and report using FreshDesk.
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