Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Very satisfied
What do you like best about the product?
Good customer service, easy to use. good for customers.
What do you dislike about the product?
some functionality requests but overall nothing really dislike.
What problems is the product solving and how is that benefiting you?
Easy to track and analyze tickets
Great User Experience
What do you like best about the product?
The interface and the power of the portal customisation
What do you dislike about the product?
The canned answer are not always populated properly
What problems is the product solving and how is that benefiting you?
Technical questions about our products and resolution, questions from product users.
Very good
What do you like best about the product?
Simplicity, speed, personalization, reaction and presence of technical support
What do you dislike about the product?
For the moment we have not detected critical points that could have us give points denied to the type of product
What problems is the product solving and how is that benefiting you?
nothing
Thompson Group Review of Fresh Desk
What do you like best about the product?
Since implementing Fresh Desk over two years ago we have been very impressed with the features, support and overall system which is Fresh Desk.
What do you dislike about the product?
Nothing really comes to mind. Fresh Desk is a solid system with good features and works well for Thompson Group.
What problems is the product solving and how is that benefiting you?
Fresh Desk has replaced an Outlook email driven service and maintenance department. Fresh Desk has allowed us to streamline and improve our S&M dept with a scalable solution.
Recommendations to others considering the product:
Highly recommend, product has been developed well and has an outstanding support team to go with it.
Recently Improved
What do you like best about the product?
Chat-based support is usually pretty quick, interface has been significantly improved over the last several months, still some product limitations but it seems like they've kicked development into high gear
What do you dislike about the product?
Occasional frustrating product limitations
What problems is the product solving and how is that benefiting you?
Helpdesk support
It has been new to me, but a better tool than using email alone. We improving our own cust support.
What do you like best about the product?
I like the ability to quickly see what is happen across all our regions and some of the automation features.
What do you dislike about the product?
I do not like that timezone is not a feature to help automate ticket assignments. Time is important to support several global accounts.
What problems is the product solving and how is that benefiting you?
We were using email alone to support all our clients - they still send us emails, but we can manage them much easier. We offer support around the global and this new process helps support that need.
Recommendations to others considering the product:
The main reason why we went with Freshdesk was the html support via email response - copy+paste of screen shots saves us lots of time.
FreshDesk is a Great Bang for your Buck
What do you like best about the product?
Ease of admin setup and training new users.
What do you dislike about the product?
The dispatcher section leaves a lot to be desired. I do not care for the top to bottom order. We definitely have occasions where that really strains us to have to come up with creative solutions to work around that hindrance.
What problems is the product solving and how is that benefiting you?
We are able to communicate with our customers much faster than before.
Freshdesk - Customer Support Portal
What do you like best about the product?
Freshdesk is neat, tidy and intuitive. The recently introduced "Mint" interface brings Freshdesk into the modern era and provides all the necessary information right at your fingertips.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
Add to this the technical support, whether it's via their own ticket system or the instant chat - questions are answered speedily and comprehensively.
I also like their method of asking admins if they would like to trial new features, such as the recent customisable dashboards. There are some features still missing but it's a step in the right direction for Freshdesk and nice to be part of the trialing process.
What do you dislike about the product?
Some features from other help desks are missing such as the ability to have multiple portals under one account. I've been told that this is possible but it seems difficult to implement.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
They have a method of submitting feature requests but these seem to just sit on their support portal with little feedback which can be a bit frustrating.
Having done some portal customisation I have found the online resources for coding changes to be lacking somewhat which meant I had to contact Freshdesk support regularly to find which attributes to change.
What problems is the product solving and how is that benefiting you?
Our IT Support team uses Freshdesk to log tickets for user issues. This allows us to organise, track and propose solutions whilst keeping a trail of information that can be easily turned into solutions for our knowledgebase.
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Our latest challenge is to update our solutions on the site. This will enable users to perform self-service support and to help rectify more simple issues themselves. Once we have enough solutio articles on the site we will also be able to see how well the new automated agent works!
Recommendations to others considering the product:
Their new Freshworks suite has everything you could need to perform your help desk duties.
FreshDesk
What do you like best about the product?
Ease of use, great support chat, up time.
What do you dislike about the product?
Setting up supervisor/admin roles can seem confusing at first. Wish there was an easier way to get things to do as I want a little easier.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for IT support in a K-12 District.
Adaptable, Efficient, Quick!
What do you like best about the product?
Freshdesk is a very adaptable solution and has been a big contributor to improve our internal efficiencies. In a fast-paced startup environment, it comes very handy.
What do you dislike about the product?
Features like keyword tagging aren't performing the way we expect.
What problems is the product solving and how is that benefiting you?
We're using freshdesk for CRM management. It has helped us improved a lot.
Recommendations to others considering the product:
Know what you want from them, if unavailable, do let them know
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