Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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New IT User
What do you like best about the product?
Simplicity and the intuitive. I am a new user coming from Autotask. I find the UI much easier to navigate.
What do you dislike about the product?
So far I have not found any issues. But will report if found as this will be my new helpdesk solution
What problems is the product solving and how is that benefiting you?
We are using this as our internal help desk.
Very responsive support
What do you like best about the product?
Even though it took a while to resolve the issue, the support person was always very quick to reply and offer suggestions.
What do you dislike about the product?
The issue took relatively long to solve.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to run our helpdesk system. This helps split things into different categories.
Always supportive!
What do you like best about the product?
The chat function with support, always ready to help out.
What do you dislike about the product?
that the reporting tool feels a bit cumbersome sometimes.
What problems is the product solving and how is that benefiting you?
Customer Service
Recommendations to others considering the product:
Very intuitive, great account managers helping you and knowledgeable support
Feedback
What do you like best about the product?
All Platform is set and fine and easy to use
What do you dislike about the product?
Right now nothing to dislke,everything is good
What problems is the product solving and how is that benefiting you?
Business tickets
Good Support
What do you like best about the product?
great work done by freshdesk team. Support team resolve the issue for minimum time..
What do you dislike about the product?
Not quick response on Saturday or Sunday because DEV team not available on weekends.
What problems is the product solving and how is that benefiting you?
yes
Fantastic support
What do you like best about the product?
After reviewing a number of support platforms we proceeded with Freshworks because of their ease to implement, cost effective pricing, and customer ease of use.
What do you dislike about the product?
There is nothing I dislike about this product
What problems is the product solving and how is that benefiting you?
Omni channel support for all our customer contact points - email, facebook, messenger, live chat, emails, web forms, phone. Everything can be managed from one location with Freshdesk
Great support all round.
What do you like best about the product?
You'd expect the best customer service form a company who creates customer service based software, Freshdeesk deliver just that! I've had to use the support chat a number of times when going through the setup process. That chat works great, I don't think there has been one occasion where there wasn't a chat support agent available immediately. The email/ticket support takes slightly longer but this could have been down to the issues being slightly more complex. Every issue raised so far has been dealt with in an extremely professional manner and has been fully resolved. Notifications and follow up's to the tickets are also sent, which is a handy when you've moved on to something else.
What do you dislike about the product?
Cheap sausages, Wednesdays and when it rains. I dislike this box asking for more than 40 characters. I also dislike vague questions, if the question was What do you dislike about FreshDesk then the answer would have been 'Nothing'.
What problems is the product solving and how is that benefiting you?
Customer service issues, collaboration. Our team used to work independently on various systems, including plain email clients like Microsoft outlook. This has enabled us to work together on one platform to avoid duplicate content. We are extremely pleased so far and hope that this continues as we learn more about the system and how we can utilize it's benefits most efficiently.
Recommendations to others considering the product:
Give it a go, while there are other more feature rich solutions out there FreshDesk is quick and simple to use.
It's quick to start using and easy enough for the customers to love it
What do you like best about the product?
A lot of automation capabilities that give us peace of mind regarding our workflow and SLA score.
What do you dislike about the product?
The features are packaged in a way that force us to pay for an advanced plan just to use one or two minor things that we need.
What problems is the product solving and how is that benefiting you?
As a service provider, we are tied to a lot of SLAs with different customers. Freshdesk let us prioritize the cases based on type and severity to avoid missing important problem due to less critical ones filling up the queue.
Recommendations to others considering the product:
Try to get easy on your requirements and try to satisfy your needs with a feature subset that does the minimum for you, otherwise you will end up enrolling on a advanced plan that costs a lot of money, especially for a little company like ours.
Freshdesk is easy to use and perfect for our business
What do you like best about the product?
The interface is user-friendly and easy to navigate. Dashboard is simple and displays graphical stats that have useful information at a high level. Reports are simple to customize, filter, and export. Email support is prompt and effective and online support has plenty of FAQ and articles.
What do you dislike about the product?
When I close tickets, and customers respond after the ticket has been closed even if it’s a simple “thank you for clarifying” or “thank you for resolving my issue”, the response re-opens the ticket.
When the ticket gets re-opened, I noticed the resolution time does not resume from when it was closed but from when the ticket was created. So say a ticket was created at 9am, closed 1 hour later at 10am, and then re-opened at 9am the next day and closed shortly after, the resolution time would be 24 hours, instead of being a little over an hour.
When the ticket gets re-opened, I noticed the resolution time does not resume from when it was closed but from when the ticket was created. So say a ticket was created at 9am, closed 1 hour later at 10am, and then re-opened at 9am the next day and closed shortly after, the resolution time would be 24 hours, instead of being a little over an hour.
What problems is the product solving and how is that benefiting you?
Technical support. Overall, an effective and cost-effective tool for handling and resolving tickets.
Awesome tool, great support!
What do you like best about the product?
Freskdesk is very powerful, it provides a complete set of configuration options that makes it very versatile.
What do you dislike about the product?
There is no way to purchase individual features. If you want, for example, to customize the CSS of your helpdesk, you need to upgrade your entire account to a larger plan, and that means paying a fee for every support agent you have in the account.
What problems is the product solving and how is that benefiting you?
An efficient communication channel with our customers.
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