Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Personalized tracking of requests made by customers.
What do you like best about the product?
We began to use this application to support complaints and suggestions from customers who use our services in order to follow up on each of their applications in a truly complete platform that allows verifying the status as well as moving the already attended.
What do you dislike about the product?
I would like you to offer the option to print each application in order to have the information at hand for the preparation of monthly reports and subsequent file.
What problems is the product solving and how is that benefiting you?
We keep a personalized follow-up of each of the requests sent by our clients in order that each situation is attended to in the short term avoiding discontent and increasing with a prompt response the progressive use of the services, maintaining the slogan of satisfied customer is a multiplier of Negative or positive services therefore it is important to give a timely solution.
Recommendations to others considering the product:
It is important to take care of the requests made by customers who make use of the services in this way to maintain customer satisfaction and re-use the services and in turn to be a multiplier with personalized attention, so I recommend this application which has a task panel easy to use and scroll through the various functions it offers.
Support control and monitoring of the requests received.
What do you like best about the product?
We make use of this application to handle the different inconveniences regarding shipping and receipt of merchandise in this way to keep track of all those situations in a personalized way through a domain of the managed only to process concerns of the people.
What do you dislike about the product?
Offers an excellent service through the personalization of information, I have nothing negative to contribute.
What problems is the product solving and how is that benefiting you?
Has a large task panel where you can respond to each request as well as the follow-up through the date of reception and the response date to complete the request, it is easy to use especially because it allows visualizing the different requests in the same panel.
Recommendations to others considering the product:
Is an alternative to provide support to any request that is generated through the provision of any service, it is practical and functional to go attacking those possible failures, I recommend this application especially for the monitoring and control of daily information.
Freshdesk is Simple & elegant in the terms of Servicedesk Management
What do you like best about the product?
Ticket Collaboration is simple & easy if multiple request is raised.
Customization is cool as well both the sides User end & admin end.
Reports are very easy to generate with customization as well.
Customization is cool as well both the sides User end & admin end.
Reports are very easy to generate with customization as well.
What do you dislike about the product?
Only Pricing is bit high but all the features you will get as expected, means Value for the Money.
What problems is the product solving and how is that benefiting you?
Day to day tickets handled by Servicedesk team in Organisation.
Recommendations to others considering the product:
A Business Teammate has suggested for Freshdesk, & we are happy to use this.
good features
What do you like best about the product?
I like the fact that ot makes my work faster ,less time consuming
What do you dislike about the product?
sometimes i feel it is slow in processing so that can be a issue
What problems is the product solving and how is that benefiting you?
none
Good product with hit and miss customer service
What do you like best about the product?
The product itself. Some customer service reps.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
I am pushing to get agents specifically dedicated to us, thus I will update this review in a few months, depending on new results.
What do you dislike about the product?
A good percentage of support agents is not skilled enough, and may answer incorrectly.
What problems is the product solving and how is that benefiting you?
We just need it to manage support tickets.
For other features we are using more specialized apps.
For other features we are using more specialized apps.
Recommendations to others considering the product:
Freshdesk might be the best value around for help desk, however you will need to push to get a good support team assigned to you.
Best customer service software for your support team
What do you like best about the product?
Minimalstic approach towards a big task of supporting your customers. Handy features which helps in routine business.
What do you dislike about the product?
Advance Reports for particulars scenario. Customer Address book needs an refresh view & have an room for improvment. Classification & Labelling of tickets needs more thoughts. Delegated access for agents with different paramenters needed.
What problems is the product solving and how is that benefiting you?
Support on the go is the mantra, after implementing FreshDesk. For support team customer support on the go is an easy task.
A Very Powerful Tool with Great Support
What do you like best about the product?
I love Freshdesk's easy to use interface. We never have trouble training our users on Freshdesk. They find it very intuitive. I also love Freshdesk's support. Everyone that I speak with is very helpful and knowledgeable about the product. They are quick to respond and have creative and viable solutions to our issues. We've found Freshdesk to be a great solution that stacks up well against other service desk solutions at a lower cost.
What do you dislike about the product?
The platform is a bit limited at times. Freshdesk has great functionality, but we've had some minor hurdles to deal with as we're up-scaling. Sometimes, limits on the amounts and types of fields/reports that are available can be a challenge.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our customers we emailing their account managers directly with their issues. We had no good way to organize their requests and make sure we were responding to them in a timely manner. Our support to our customers has improved greatly with Freshdesk. We have all of our customer's requests organized in one central location. We can easily report on SLA figures as well as trends on what customers are having issues with. We also now have a great place to upload knowledge base articles so that our customers can self-service.
Recommendations to others considering the product:
Don't be afraid to ask questions of the Freshdesk team. They will take all of your requests into consideration. I would also recommend calling support if possible. that's the quickest way to get in touch with someone and they often have a solution to offer right away.
Freshdesk - the good and the bad
What do you like best about the product?
Freshdesk is very easy to navigate when creating and managing tickets. It allows for some serious customization when creating ticket properties. Also, as a big Data guy, Freshdesk offers some awesome Business Intelligence dashboards right on the site, as well as the ability to export clusters of ticket information with a variety of different filters. Overall, I do love Freshdesk and use it 95% of my work day
What do you dislike about the product?
I'm not a personal fan of the new "mint" experience. Also, I wish I could save more criteria fields when exporting tickets
What problems is the product solving and how is that benefiting you?
We're exporting the tickets and using them as data to determine reasons and trends in customer usage and problems they're experiencing
Best Cloud based product for customer help desk
What do you like best about the product?
We are using portal and having great experience for internal organization as well as for customer help desk.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
What do you dislike about the product?
Till the time we have not observed any dislike about the product.
What problems is the product solving and how is that benefiting you?
Providing Customer support and give them a great experience having with us. It makes our team-word and task easy for managing the clients.
Recommendations to others considering the product:
User friendly and no dedicated training required. Awesome product!
Good but could use better integrations
What do you like best about the product?
Dynamic ticket fields, knowledge base, canned responses, very customizable metrics and reports, old UI is really intuitive. Easy to see customer and individual data. Gamify is fun and motivating. Jira integration works well, but i wish you could link multiple Jira tickets to one freshdesk ticket.
What do you dislike about the product?
The integrations offered are sorely lacking. Often not well supported due to being developed by other companies, but there seems to be no accountability on freshdesks end for issues with it. Also their support is not very good about responding to what you need out of the ticket you submitted.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
What problems is the product solving and how is that benefiting you?
Monitoring our customer health, seeing what areas of our platform are too difficult to understand, time keeping to see which customers need more support/ more hands on approach.
Recommendations to others considering the product:
If you use Salesforce, go with desk because the freshdesk integration is not ideal. If you don’t need to pull data or share data with other systems, freshdesk is an excellent help desk tool, but it doesn’t have much “extras”. The built in metrics and reporting capabilities are incredible though. Very good dashboards.
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