Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Improving but there are better tools around
What do you like best about the product?
Freshdesk has a good scope for capturing a lot of information including screenshots and attachments. It also allows communication in the team like commenting and watching tickets. Which is good.
What do you dislike about the product?
What I don’t like or I think can be improved is consolidated of information rather than scattered in space. Specially all the activities in a ticket, when was it opened, updated closed and other events
What problems is the product solving and how is that benefiting you?
Change requests, bug tracking
Freshdesk for an organization
What do you like best about the product?
fresh desk can work for client if they have short of people
What do you dislike about the product?
as it is not people oriented, some issues might take more time to communicate
What problems is the product solving and how is that benefiting you?
The reason being the product, Freshdesk, a cloud-based help desk software that allows organisations to support their customers through email, phone, website, Facebook and Twitter.
Started in a small space at home, today, Freshdesk has moved to one of the swankiest spaces on the IT Highway in Chennai.
Started in a small space at home, today, Freshdesk has moved to one of the swankiest spaces on the IT Highway in Chennai.
Fresh desk review
What do you like best about the product?
I like the new update alot, was weird at first but is alot better. I like the dashboard and how you can track your progress and work . Also like the new sleek design.
What do you dislike about the product?
Some times have issues only on freshdesk opening a new tab when I select a ticket. does like the command click short cut some times but not all the time.
What problems is the product solving and how is that benefiting you?
assisting customers with travel issues, complaints, reconfirmation, request etc
Recommendations to others considering the product:
give it some time to learn the in's and out's of the product. lots of things that can make life easier
Freshdesk is Everything you need to deliver exceptional customer support"
What do you like best about the product?
Freshdesk is help desk on cloud , it is simple to use, set up and ready to work with a few configuration , even though is an intuitive tool has a complete on line documentation also with a efficient support team .
Dashwork with your real time information about what happen in your helpdesk , many productivity reports.
It is a multichannel plataform with Email ,Portal telephone, chat ,witget and social media channels such as Twitter and Facebook to rise your requerements.
Also have many integration with other aplicatios as Agent Productivity ,Bot CRM,E-Commerce
Email Marketing File Sharing & Collaboration,Google Apps, Time Tracking & Billing
Video, Telephony & SMS
It is Multilanguage and also has mobile app for agents IOS and androide.
Freshdesk has different suscription plan from free to complete suite , it is a pay-as-you-go service and you can upgrade, downgrade or cancel at any time.
In addition it is a secure application with Information Security Compliance Certifications.(TRUSTe General Data Protection Regulation (GDPR).SOC2 type II) their data center are complient with ISO 27001, SSAE-16 y HIPAA.
Dashwork with your real time information about what happen in your helpdesk , many productivity reports.
It is a multichannel plataform with Email ,Portal telephone, chat ,witget and social media channels such as Twitter and Facebook to rise your requerements.
Also have many integration with other aplicatios as Agent Productivity ,Bot CRM,E-Commerce
Email Marketing File Sharing & Collaboration,Google Apps, Time Tracking & Billing
Video, Telephony & SMS
It is Multilanguage and also has mobile app for agents IOS and androide.
Freshdesk has different suscription plan from free to complete suite , it is a pay-as-you-go service and you can upgrade, downgrade or cancel at any time.
In addition it is a secure application with Information Security Compliance Certifications.(TRUSTe General Data Protection Regulation (GDPR).SOC2 type II) their data center are complient with ISO 27001, SSAE-16 y HIPAA.
What do you dislike about the product?
Well to be honest i would like more social media integration such as instagrant whattapp, telegram.
Freshwork must include services order either digital or printed on paper in Freshdesk
generate more costumer reports
Freshdesk must be complaint with HIPPA (they are working we hapes will be next year) )
Freshwork must include services order either digital or printed on paper in Freshdesk
generate more costumer reports
Freshdesk must be complaint with HIPPA (they are working we hapes will be next year) )
What problems is the product solving and how is that benefiting you?
We focus on improve our costumer attention and automatization to assignes ticket to different department
Recommendations to others considering the product:
Even though is intuitive Software and simple to use you must use the Freshdesk trail and enrole in Freshdesk academy , with this tool your coul impreve your skill in Freshdesk Feature
Good soli dproduct with great support
What do you like best about the product?
The ability to log time against tickets is nicely done, private and public notes are managed well and it integrates with our email servers very well.
What do you dislike about the product?
when pasting images into a ticket, focus is pulled to the SUBMIT Button so if you hit return, you end up commenting prematurely.
What problems is the product solving and how is that benefiting you?
recording time spent against specific tickets.
Recommendations to others considering the product:
Get Freshdesk to migrate existing content
Decent software
What do you like best about the product?
Being able to see support tickets in real time
What do you dislike about the product?
The cost of the product is what I least desire
What problems is the product solving and how is that benefiting you?
Real time feeeback to our end users support issues
Freshdesk - it does the job of a customer support desk but is not an email solution for everybody
What do you like best about the product?
The best bit about FreshDesk are the Day passes that allows non permanent members to the team to access the support desk - this is especially useful for dealing with holiday or changes in team structure. Without committing for a full additional user or two. Also the structure that FreshDesk gave to the support team allows almost anybody to deal with complex issues utilising the canned responses.
What do you dislike about the product?
Minimal integration into SalesForce - it leaves a lot to be desired even worse is the fact they do not officially support SalesForce Lightening - its been out for 3 years! Probably because they want you to go into their eco system for all your services. The Salesforce plugin has not been updated since FreshSales was released does not take much to put 2 and 2 together.
What problems is the product solving and how is that benefiting you?
Reliability of replying and dealing with customer issues, questions enquires etc. Going from a standard Imap inbox into Freshdesk has changed our lives for the better.
It has also brought us accountability throughout the entire support process.
It has also brought us accountability throughout the entire support process.
Recommendations to others considering the product:
We like FreshDesk for its intended purpose - it is probably even better if used within the Eco system of their other products. but we bought into the SalesForce system at the moment we started with Freshdesk.
A the beginning we attempted to use it as a solution for our sales team but that was very difficult0 - do not try to use it beyond a service desk / customer support desk.
A the beginning we attempted to use it as a solution for our sales team but that was very difficult0 - do not try to use it beyond a service desk / customer support desk.
How Freshdesk allowed us to stay organized
What do you like best about the product?
With Freshdesk we are able to have our clients email the help desk, we can assign each other tickets, leave notes on tickets and answer clients from within Freshdesk. This helps eliminate a lot of emails and keeps all the info organized in one place.
What do you dislike about the product?
As with most of these solutions something always seems to be missing, we have yet to find a solution that has it all.
What problems is the product solving and how is that benefiting you?
We were missing some client request because they got buried in someones inbox, while Freshdesk keeps it all nice and organized for the admin to oversee.
Recommendations to others considering the product:
It's really easy to setup, just make sure you keep your options open until you are sure you want to continue using it. e.g. make sure you can redirect your support email else where if you don't like freshdesk after the trial period.
Awesome customer support software
What do you like best about the product?
Merging tickets so that we don't have to replay on every ticket, The status can be changed directly from the dashboard and that saves plenty amount of time. The agent performance can be calculated very easily.
What do you dislike about the product?
The emails can be deleted but anyone can see the deleted emails through the activity, the chat comes offline even after the chat is off.
What problems is the product solving and how is that benefiting you?
Keeping the customer updated and while doing that I get the Incentive.
Recommendations to others considering the product:
Every CRM teams should use Freshdesk to improve efficiency.
Easy to use and great support
What do you like best about the product?
Ticket management with internal notes, canned responses and good support
What do you dislike about the product?
i cannot say there is much i dislike about freshdesk.
What problems is the product solving and how is that benefiting you?
Customer support and tasks assignments between the teams
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