Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FreshDesk stays Fresh in your head
What do you like best about the product?
The ease of use with most of the functionality, easily able to setup notifications when a customer has submitted, responded to a ticket.
What do you dislike about the product?
There are a few items in getting setup with that take some time, I have used freshdesk before just as a support agent and now i am using it as an admin before. Thought it should be a bit more simpler than that.
What problems is the product solving and how is that benefiting you?
I'm using it to help users understand how to use our product, troubleshoot minor issues.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
THe benefits of using freshdesk to do this is, i have setup a solution for each type of common problem so that if its a common occurring problem the user can actually solve it themselves.
Recommendations to others considering the product:
If you have this product setup right, and with the right apps you can go ahead and use this to its full potential.
Fresh Desk Ravs!
What do you like best about the product?
Ease of access for employees and agents.
What do you dislike about the product?
At this point nothing. Support is great!
What problems is the product solving and how is that benefiting you?
Integration of third-party apps is easy which increases workflow processes. Ease of access with SSO.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Recommendations to others considering the product:
Utilizing Fresh Desk has increased automation and workflow. If you have an employee population that is located across the globe, Fresh Desk is the answer! We also utilize Fresh Desk to gather several types of metrics and trends within our company. White branding is also very simple to utilize,
Mostly good, some frustration does occur though
What do you like best about the product?
I like that support is quite timely, and very responsive. When I have issues they are handled within the hour, which is very satisfying.
What do you dislike about the product?
There are issues which have been raised with the service which do not receive attention until they become business priorities; I was reviewing an issue opened in 2011, regarding erasing a contact and their communiques with a Freshdesk customer which was not handled by support until this year. I imagine this was because GDPR escalated this from being a customer concern to being a legal requirement, but all the same, if I had opened this ticket I would have been quite dissatisfied for the last 7 years.
What problems is the product solving and how is that benefiting you?
Customer support and solution record keeping.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
FYI, the requisite photo below is immensely intrusive, and VERY inconvenient, I will not be providing it. If you need to validate the user as a registered customer, find another way to do so.
You also give absolutely no promise on the security nor integrity this photo will be maintained with.
Good for our help tickets
What do you like best about the product?
I like that it organizes the help tickets by dept.
What do you dislike about the product?
Frequently the freshdesk site will be down (about once every 2 weeks or so).
What problems is the product solving and how is that benefiting you?
Help tickets for everything from software bugs to shipment issues (we are a shipping company).
Easy to use UI, informative and valuable reports
What do you like best about the product?
The reports on a company wide/group wide basis is clean, informative and gives me the information I need to keep track of my groups performance.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
What do you dislike about the product?
I miss a user spesific dashboard, that in addition to "My Open and Pending Tickets" also shows you a summary of discussions you have been tagged in, along with a clear notification on notes that might have been added to your cases. I would also like to see the default sorting being by last action, not date created. We have agents who's main work is not within Fresh Desk - that would benefit greatly from having a quick update dashboard, that shows KPI's on Open cases, last discussions/tags and the task list.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
What problems is the product solving and how is that benefiting you?
We are running our customer support trough Fresh Desk - both on Infrastructure and Development (bugs, issues, questions). We also set up reporting from services to be sent directly to Fresh Desk.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Recommendations to others considering the product:
Easy to use, good reports - many plug-in possibilities
Fereshdesk is AWESOME!
What do you like best about the product?
Simple fast effective ticketing system. It ticks all the boxes and makes our lives much easier.
What do you dislike about the product?
Nothing comes to mind I genuinely have no issues with any of the parts of the system I use it just does its job and does it very well
What problems is the product solving and how is that benefiting you?
Service request management for a technical support helpdesk. Manage and monitoring workflow
Quick Response and Held Accountable!
What do you like best about the product?
Support made sure there was a ticket opened even though I wasn’t able to reproduce the error I was having and she was quick on responding as well.
What do you dislike about the product?
The ticket fields are ify but I need to get with a rep about those things and ask questions.
What problems is the product solving and how is that benefiting you?
All kinds. IT and supporting other products.
Efficiency
What do you like best about the product?
Simple to use with the API and easy to manage on the webpage
What do you dislike about the product?
Unable to reply a ticket (API) without creating a user. All reply's need to go as agent to avoid inviting the client.
What problems is the product solving and how is that benefiting you?
Platform issues and handling data questions
Recommendations to others considering the product:
Improvements on the API, ability for the user to reply without being asked to register.
Decent affordable Helpdesk software
What do you like best about the product?
Freshdesk is very easy to set up and performs exactly as expected from helpdesk software will all the features you would need, they all update their platform on a regular basis.
What do you dislike about the product?
I would like the ability to configure SSL on my own branded support portals my self and not be forced to purchase the certificates from Freshdesk in order to have it enabled.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
Freshdesk does not handle emoticons very well and would somtimes cause tickets to display mangled up. However this does not happen very often. Maybe once every few months.
What problems is the product solving and how is that benefiting you?
Easy integration of live-chat into our software
Short and sweet.
What do you like best about the product?
I like the simplicity of Freshdesk and how quick they staff are to give you support when you need it.
What do you dislike about the product?
I haven't really noticed anything i dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our help desk. Before freshdesk we relied on emails and our memory so lots of things were getting forgotten about. Now we are keeping better track and our business is moving forward in the correct ways.
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