Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Excellent Service
What do you like best about the product?
The Support Team was fast and reliable. did not hesitate to assist and got the issue resolved within minutes.
What do you dislike about the product?
Nothing , the system works as advertised. no issues what so ever with. easy to install and very user friendly. no dislikes at all.
What problems is the product solving and how is that benefiting you?
Helpdesk Support Issues
setting up mail server
What do you like best about the product?
Was having issue in getting up mail server in freshesk.I was guided step by step for the setting. Received confirmation email about the solution also. very satisfied freshdesk customer.
What do you dislike about the product?
There is nothing to dislike in freshdesk.using freshdesk from last 2 years without any issue.
What problems is the product solving and how is that benefiting you?
It helps to handle the emails in better categorized way. The benefit is we dont miss any email and helps in growth of business
Amazing
What do you like best about the product?
The Support from freshworks, always there in a minute or two.
What do you dislike about the product?
Nothing untill the moment there is nothing that i dislike now.
What problems is the product solving and how is that benefiting you?
Service Desk, IT support .
Great Customer Service Software tool
What do you like best about the product?
Ease of use, user friendly reporting and dashboards, amazing customer support.
What do you dislike about the product?
Nothing comes to mind at this time, as it has met our needs.
What problems is the product solving and how is that benefiting you?
Productivity, specifically measuring it and identifying areas of opportunity
Very responsive customer service support
What do you like best about the product?
Quick and personal (i.e. HUMAN) response with appropriate solution.
What do you dislike about the product?
I wish I could integrate our current phone provider into FreshDesk, but we can convert phone calls into tickets, so it's not so bad.
What problems is the product solving and how is that benefiting you?
Good way to keep track of chats, emails and other customer interactions. FAQ solutions are easy to update.
Excellent
What do you like best about the product?
Freshdesk is great for startups, its free plan is great, has everything we need. The team at freshdesk are all so nice too.
What do you dislike about the product?
Freshdesk is apart of Freshworks, and they offer Freshchat, we do not use Freschat as we don't really class it as a live chat software, it just is different, it's so hard to explain but we do not like it.
What problems is the product solving and how is that benefiting you?
We use customer service, we used to use Zendesk but the team over there are awful, Freshdesk is much easier to use and the team are great!
IT analyst
What do you like best about the product?
Very simple and logical interface provides great functionality for customer support. Also from mobile devices, you can get a quick overview of the service with access to all applications with filtering and notifications. Freshdesk allows you to change priorities, agents, statuses and other parameters, automates routine activities, blocks spam and can help your call center. We tested several another systems before and their settings were combined with other rules of processing applications. Here they have a separate section, and the option is divided into notifications to the agent, the client, etc. Everything is much more detailed here.
What do you dislike about the product?
The system is flexible in usual helpdesk cases but very restricted in case your scenario is a bit different from the standard. There is no way to create a ticket for a customer and send a notification with a ticket number. Only on behalf of the customer or as a regular email.
What problems is the product solving and how is that benefiting you?
We've been looking for a system that would allow us to work effectively with clients. It helps effectively process customer requests on all available channels (email, chat, Facebook and Twitter, just a phone, a website).
Easy to setup and service is surprisingly nimble even if on the free tier.
What do you like best about the product?
Easy database setup. Customer support is very good. Web interface on the document support site auto format for multiple platforms with little to now effort. This makes supporting PC's, Tablets and Smartphone's very easy.
What do you dislike about the product?
Wish I had better control of linked documents on the free tier. Occasion updates cause issues with the data we export into Excel. When the field orders changed, our Excel macros fails.
What problems is the product solving and how is that benefiting you?
Customer issues were being tracked on handwritten notepads before we started with FreshDesk. With FreshDesk we now have actual data to help us grow and improve our business.
Amazing experience
What do you like best about the product?
Support team was fast, assertive and right.
What do you dislike about the product?
They were perfect; honestly I can not think on something that I dislike
What problems is the product solving and how is that benefiting you?
Support for my business managers
Recommendations to others considering the product:
NA
Huge Asset
What do you like best about the product?
As our client services team has grown, we found that a ticket system was needed to streamline client requests. With having the ability to assign out tickets and share knowledge through this platform, it has been a huge asset. The reporting is also very useful to see how our team is performing. The Freshdesk support team is very responsive and excellent at getting issues resolved quickly.
What do you dislike about the product?
There are too many account types to choose from. It would be more ideal to have less options with more features. I wish the system allowed us to add/edit/delete the contacts. We use an email marketing platform and there are many times it creates new contacts for emails that aren't valid. We have had some receiving/sending email issues, however Freshdesk support worked with us to get these resolved quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk has made our team more organized and more aware of pending items that need attention. We were also having issues with more than one team member handling the same requests.
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