Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk user review
What do you like best about the product?
I love the live chat and how you can see if your customers are visiting your site. You can as well initiate the chat for customers that are online when there is an urgent matter that you need to communicate with them.
What do you dislike about the product?
The Ticket Summary on the Dashboard page. I think it should be shown as Open, Waiting on Customer, Due Today, Pending and Overdue. Since we don't usually get to have a ticket to be overdue. As much as possible, we attend to open tickets and resolve them.
What problems is the product solving and how is that benefiting you?
Customer Issues on their network, SIMcard orders, trouble shooting, promotions and other marketing leads, follow ups, etc. Benefits would be that I am able to communicate easily with customers through chat, email, ticketing system, notes and calls. Communication is very important and I am happy that Freshdesk provides it very well.
Recommendations to others considering the product:
Try to make use of its features more and you'll get to love it as much as I do. I have continually recommend this platform to my friends so they can experience the ease in a support platform. I must say it has been very helpful and I am thankful that we are using it since the business has started. Our customers love our support and they are happily giving feedback whenever they have the chance to. So, we are very much delighted with the outcome of our work.
The best helpdesk for our business
What do you like best about the product?
Freshdesk is clean and simple to us. That doesn't mean that it is lacking in features. Freshdesk has excellent reporting and analytics. Great API support for our developers to tie in our solutions. We also use the chat and telephony features. The support article ability is also feature rich and easy to use. It's automation features are easy to set up .
What do you dislike about the product?
Development roadmap is not transparent and updates are few and far between - but it's difficult to make something this good - any better.
What problems is the product solving and how is that benefiting you?
We needed a simple but powerful helpdesk to support our customers. It's clean interface and ease of use for our customers raises satisfaction.
CSR Support
What do you like best about the product?
The ease of contacting, tracking and keeping a record of the conversations between us and our clients
What do you dislike about the product?
Email issues with bounced back email notifications, rest is all good
What problems is the product solving and how is that benefiting you?
The system is great for tracking alerts and following up with comments and history of events
Recommendations to others considering the product:
Easy to use tracking programs for follow-ups on alerts and/or complaints. Easy to know who said what and when they said it.
Customer support made easy
What do you like best about the product?
I like loads of features and integration given by freshdesk, the ability to integrate using external APIs, using this to integrate with your mailing server and send support emails. Can track status of tickets and set the priority. Create your own knowledge base and did I tell you it is all for free?
What do you dislike about the product?
The UI is a bit old, although they are working on it I guess because recently they moved everything to freshworks
What problems is the product solving and how is that benefiting you?
I use freshdesk to track the whole support system for my client, they have their own account to directly get in touch with us if having some trouble
FreshDesk
What do you like best about the product?
Easy and neat UI, useful canned reports, responsive support
What do you dislike about the product?
Hard to associate incidents to problems or incidents, tags are not searchable
What problems is the product solving and how is that benefiting you?
IT customer support
Recommendations to others considering the product:
Know what you are buying. Their support is very responsive.
Satisfying need
What do you like best about the product?
Workflow is good but need to be more effective
What do you dislike about the product?
Integration should have included many other products
What problems is the product solving and how is that benefiting you?
Ticket management
Good, Could Be Better
What do you like best about the product?
Very user-friendly. Outstanding number of integrations. Reports and gamification features offer a lot of value.
What do you dislike about the product?
Ticketing functionality could be better. Lacks change management controls.
What problems is the product solving and how is that benefiting you?
Freshdesk is easy to recommend as it's priced well, carries a lot of different features, and sports a great new look. It's a clear Editors' Choice pick.
Brilliant product, unnecessary update
What do you like best about the product?
The current iteration of the product and it's tagging and assignment systemd
What do you dislike about the product?
The new "mint" version, removing features
What problems is the product solving and how is that benefiting you?
Support tickets. Provides easy management, categorization etc.
Recommendations to others considering the product:
Check out the new mint version rather than the current as it's looking to be a forced update with a very different experience.
Not the best experience and currently looking for a new tool
What do you like best about the product?
It’s customizable, I can rely on it to email my customers without delay. Not too many bells and whistles.
What do you dislike about the product?
I often lose ongoing emails and have to search for them. I can’t easily see company information for my customer. I can’t split tickets when needed.
What problems is the product solving and how is that benefiting you?
Allows me to manage my support inbox outside of just using gmail. Can tag priorities and create custom fields based on business needs. Easy to export data as well.
Recommendations to others considering the product:
Demo other tools to make sure which is right for you
Very Easy To Navigate
What do you like best about the product?
I enjoy how everything is fairly simple to organize, and it gives you a good report of the ticket statuses.
What do you dislike about the product?
Specifically, I wish there was a chat in the same program. Keep everything in one site instead of having to use multiple programs for customer support.
What problems is the product solving and how is that benefiting you?
If reoccurring questions pop up, our company has it set up to where you can send canned solutions, and it is much faster to solve simple situations.
Recommendations to others considering the product:
If you can figure out how to use both the live chat feature and the email aspect, you can keep all customer service inquiries in one spot and keep it easy for your agents.
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