Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Eas
What do you like best about the product?
Usability
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
The ticket management capability of Freshdesk is its main strength. It helps increase productivity by assigning tickets.
What do you dislike about the product?
*Freshdesk still needs to support more social media platforms like LinkedIn and others .
*Freshdesk's in-app capability seems a bit limited.
*Freshdesk's in-app capability seems a bit limited.
What problems is the product solving and how is that benefiting you?
*Email to Ticket Conversion
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
*Omni channel support by accepting tickets from social media platforms like Facebook and Twitter
Great product - packed with features
What do you like best about the product?
It is very similar to other products of its type, like Zendesk. However, Zendesk does not have a free tier. Freshdesk has a great free tier that has MORE features that the basic Zendesk plan.
What do you dislike about the product?
I wish that Freshdesk had the ability to let users sign-in with Microsoft work accounts.
What problems is the product solving and how is that benefiting you?
Freshdesk is the best solution for tracking users issues and for running reports later on those tickets.
Recommendations to others considering the product:
It is jammed packed with features at great price levels.
Good stuff
What do you like best about the product?
They offer a free option with unlimited users for you. Great for startups that don't need all of the additional features and tools. It also has a bunch of add-ons, plug ins and integrations that are really helpful if you are using a bunch of other tools. We are not, so we don't necessarily need them all (but great to have, as the business continues to grow)
What do you dislike about the product?
The one problem that I have with Freshdesk so far is their word processor (for us in the knowledge base/wiki). It is terrible. When you are writing articles it frequently will break, in that it won't change font sizes like you told it to, or the bullets will just randomly start not working correctly. It often makes it very frustrating to write new articles because I know in order to match my style and structure of previous articles I am going to have to take twice the amount of time needed to get the stupid bullets to work. If freshdesk fixed that, then I would give it 5 stars across the board. It may also work better on the paid accounts vs the free version. Regardless, (at least for the free version) the word processing functionality of the knowledge base is bad.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as our complete support system. From a user guide/wiki to the entire ticketing process it allows us to centralize our support
Recommendations to others considering the product:
Definitelly worth trying the free version, especially if you are unsure of whether or not you need the product
Freshdesk review- reference question
What do you like best about the product?
It’s easy to create tickets for reference qs.
What do you dislike about the product?
There is a Learning curve to the software
What problems is the product solving and how is that benefiting you?
Tracking questions from patrons snd entering the right stats for monthly reports.
Great customer ticketing system
What do you like best about the product?
I like that the company is relatively new and works hard to make their customers happy, including trying to integrate new ideas. They have the ability include images in canned responses, and a cool campaign option in their chat.
What do you dislike about the product?
The cost is high. Also, the workflows/actions aren't built into the shortcuts/canned responses like on Zendesk, which makes it a little more difficult to use.
What problems is the product solving and how is that benefiting you?
Organizing all client communications into one area.
Great customer service team tool
What do you like best about the product?
Agent management, case collision management.
What do you dislike about the product?
Limited customization options for specific processes particular to a company.
What problems is the product solving and how is that benefiting you?
Customer service resolution efficiency.
General over view of my experience with freshdesk
What do you like best about the product?
Freshdesk is great for a well organized over view of our customers emails. Previously we handled inquires through outlook, and then gmail. Freshdesk has been a great transition, as it is very easy to locate customers emails, organize through them, prioritize, assign to another agent ect.
What do you dislike about the product?
Unfortunately with the new update, the call feature on freshdesk has given me a multitude of different issues, and has been a sore point. Although the layout of the new freshdesk is nice.. I think the old layout had a nicer look to it, and did not have nearly as many issues with the phone support as I do now.
What problems is the product solving and how is that benefiting you?
We handle customer requests, questions, order inquiries, shipping issues ect. One benefit with freshdesk is that it is easy to communicate with team members on tickets, as well escalate a ticket if we do not have an immediate solution
Recommendations to others considering the product:
Patience. Freshdesk is going through quite a few updates at this time, and it has been a bit of a bumpy road, Over all however I believe freshdesk is great, and has helped my company tremendously.
Works Well for Small Biz
What do you like best about the product?
We picked freshdesk over zendesk because we thought the UI was better for adoption. Our team loves it!
What do you dislike about the product?
As we've added more departments, you can't customize the ticket fields without bumping all users to a higher per month fee.
What problems is the product solving and how is that benefiting you?
We were able to get out of an shared inbox and get into a tool that allowed us to enforce and get visibility to our SLA.
Eclipse Review
What do you like best about the product?
I really like Debug feature and it allows me to check my java code line by line when needed
What do you dislike about the product?
Its UI is kinda boring, no complaining but it can be made better
What problems is the product solving and how is that benefiting you?
J2EE app
Very friendly support and easy to use software
What do you like best about the product?
We have just moved over to Freshdesk and have been loving the freedom you get with it. You can configure next to everything you would need.
What do you dislike about the product?
It did take a wile to set up and fully get going.
What problems is the product solving and how is that benefiting you?
Much easier for the Staff to log tickets and use the self service side of the site.It flows well for the users to be able to create new users and request Kit for uses.
Recommendations to others considering the product:
Get them to do a demo of the product and ask lots of questions. they were very helpful in building our site to our needs
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