Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,414 reviews
from
External reviews are not included in the AWS star rating for the product.
A two in one helpdesk system with knowledge base.
What do you like best about the product?
I like that the ticketing system is connected to the knowledge base which makes it easy to include links in your responses to the KB articles. I like that we can also build in our own features using their API.
What do you dislike about the product?
The UI is a bit old but they did recently build out a new UI too. I don’t like that if a reply bounces, you’re only notified by email and there’s no notification in-app. I think the forum post section could also be more robust - there’s no way to review posts before approving them, you need to approve it first before you can read the post.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
I think the UI of the helpdesk on the customer side is also confusing for customers - they never know how to access old tickets. Old tickets can only be searched but they are not listed anywhere for the customer.
What problems is the product solving and how is that benefiting you?
We build out all our knowledge base articles in Freshdesk but use a separate tool to link in-app to our KB articles in our platform.
natura emai UI
What do you like best about the product?
easy to use and understand Freshdesk UI. It is because the UI is natura Emai UI.
It can send CC also BCC other support tool have a trouble to handle.
It can send CC also BCC other support tool have a trouble to handle.
What do you dislike about the product?
- Tickets happen to be separated with some reasons I don't understand.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
- I work in Japan. Fresh desk is weak with Japanese support. Zendesk takes the lead in Japanese support & UI.
- I feel faster when operating Zendesk than Freshdesk.
What problems is the product solving and how is that benefiting you?
Manage questions from business customers.
Fresh
What do you like best about the product?
Freshdesk is an inexpensive solution for ticket logging and tracking. While more expensive than a solution like Spiceworks, Freshdesk has a much more pleasing UI (with the Mint interface).
What do you dislike about the product?
Freshdesk lacks some features such as the ability to generate custom reports, move ticket ownership from one user to another, or apply custom styling to troubleshooting documents.
What problems is the product solving and how is that benefiting you?
We use freshdesk to manage helpdesk / support tickets.
Recommendations to others considering the product:
If you're looking for a simple helpdesk with a nice interface at a low price point, Freshdesk could be the software for you.
Very good experience
What do you like best about the product?
ticket：Let me know very clearly how many customer issues have not been resolved and whether the required SLA has expired
solutions：he flexible permissions solution can categorize which internal files and which are open files.
solutions：he flexible permissions solution can categorize which internal files and which are open files.
What do you dislike about the product?
Some of the algorithms in the report are hard to understand, and they may not be used because of the free program relationship.
What problems is the product solving and how is that benefiting you?
customer's problems in time! Can clearly know which issues have not been resolved.
Quick response and accurate answer
What do you like best about the product?
The response time was quick and the answer to my question was accurate.
What do you dislike about the product?
There are a few features in the old version that are missing from the new version, Mint.
What problems is the product solving and how is that benefiting you?
Help Desk ticket management and time tracking. Solved some issues with tracking time for time sheet reporting
Just fit
What do you like best about the product?
We can reply to the q&a email without forgetting.
What do you dislike about the product?
We can t send broadcast mail via freshdesk.
What problems is the product solving and how is that benefiting you?
Before we use your products,we often forget to reply to the email from our customers.
Overall, FD has been a pretty positive experience.
What do you like best about the product?
The core functionality has definitely helped our team better organize our support emails and run a tidier, more efficient ship. I especially like the Dispatch'r, Supervisor, and Observer tools.
What do you dislike about the product?
There are many quirks and kinks to work out. Nothing is major, but these small cuts do start to add up. I find the view settings to be unnecessarily restrictive on the tickets module whether in card or table view. Why can't timestamps be a column in table view? In addition, the email composition fields suffer from imaginary blocking where canned responses, copied content, and signatures combine. This can be frustrating.
What problems is the product solving and how is that benefiting you?
Having to deal with increasing email volume, we could no longer rely on Outlook alone. Enter Fresk Desk. This problem was quickly resolved. In addition, there is full accountability, show activity logs, powerful filtering tools, the easily accessible discuss forum, dynamic canned responses and knowledge base. These tools have combined to streamline our workflow and help us provide better and timelier responses to clients. We are still exploring the analytics made possible by tagging and what integrations have to offer.
Simple Straight Forward Support Software
What do you like best about the product?
I like the UI. It's easy to navigate, not to mention their API integreation with Pivotal option. It makes my job as support so much easier to turn a trouble ticket over to development in just a few simple clicks.
What do you dislike about the product?
I do wish that I could add existing Pivotal stories to user tickets under Pivotal Tracker (instead of dropping a private note with a link). Sometimes we have multiple tickets with the same problem and have one story, but the only option is to create a new story.
What problems is the product solving and how is that benefiting you?
Customer support issues. They can either create a ticket through a link or email our support address directly to create a new ticket. It's easy to follow the history of a ticket or user and look at common problems with tag features.
Recommendations to others considering the product:
I would definitely recommending trying it out to see if it works for youur buisness.
Excellent, very easy
What do you like best about the product?
The way it was so easy to provision the platform to my needs and the integration with Azure Active Directory allowed me to deploy a much simpler solution for my users to authenticate on the platform. Speed plays a very important role, generating a lot of value for our users. Also, the great possibility of integration with other tools (in our case, the Microsoft world). And finally, I consider that what I liked the most was that users can send their requests from the same email, thus avoiding having to teach them a new platform, training, support, and deployment... This ensures that a very high percentage of users, even the VIPs of the organization, can submit a request to the technology area without having to resort to other means that deviate from the single point of contact with us. In conclusion, all the experience invested in this tool is strategic, valued, pleasant, and defended for an organization like ours to continue implementing and growing with it. We still have the opportunity to implement this tool for other areas that are not IT, but other support areas for the organization.
What do you dislike about the product?
so far I have no complaints or dissatisfaction with the tool. everything has been a good experience.
What problems is the product solving and how is that benefiting you?
The only point of contact for my users, I manage from my mobile device, integration with the API to my Microsoft Teams.
Recommendations to others considering the product:
Evaluate that the natural strategy of Freshdesk Helpdesk complies with the strategy of the Technology area, as it can be demotivating to set up an entire scenario or almost adapt this great tool, which involves time and effort from your work team and the organization, if users or leaders do not adopt it, do not take it.
Makes work easier
What do you like best about the product?
How well the app is organized and information is displayed
What do you dislike about the product?
Cursor placement on a new email is at the end of the email instead of the beginning
What problems is the product solving and how is that benefiting you?
Email answering
showing 1,891 - 1,900