Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Shortcomings
What do you like best about the product?
Cost effective for simple needs, easy enough to pickup by staff and clients
What do you dislike about the product?
Incomplete solution, less than other products that may cost a bit more.
What problems is the product solving and how is that benefiting you?
General client service requests, single source to comment and acknowledge needs.
Recommendations to others considering the product:
Value. Consider total cost of ownership and 1-2 year Outlook /growth
Great product
What do you like best about the product?
Love how easy the tool is to use, no training is required, very intuitive
What do you dislike about the product?
The automatic reopening of tickets when someone responds to say thank you can be irritating, but easily dealt with.
What problems is the product solving and how is that benefiting you?
We wanted a central tool for requests to be sent to as opposed to them going to personal email addresses. The tool has enabled us to easily switch work between agents depending on availability, improve response times and avoid tickets being missed, whilst also enabling us to provide MI on the volume of requests and where they're coming from.
Recommendations to others considering the product:
Start by using the free version (Sprout) which has a lot of functionality, and then assess if you require a paid licence.
Good support, still require some tweaks on the new version
What do you like best about the product?
UI quite simple and quick response from their support team
What do you dislike about the product?
the edit mode for our own support is bit messy
What problems is the product solving and how is that benefiting you?
problems with our software, rfc, ... easy to track
very efficient
What do you like best about the product?
very quick to reply and keen to help me solve the problem
What do you dislike about the product?
there isn't really anything to be honest
What problems is the product solving and how is that benefiting you?
helpdesk queries - user friendly
Freshdesk Review from a Educational Company
What do you like best about the product?
I enjoy it's ease of use, and the high level of functionality. We use to use an Access database to log our tasks, but this system has made it so much easier and I can't believe it wasn't researched sooner.
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
We work in I.T at a College, so we have a lot of clients (members of staff, external companies, students etc). We were having difficult logging and tracking our tasks throughout the day, but then we began using this system. It allows you to log a task, searching a contact list to notify the recipient. Alternatively, clients can simply email the domain URL to create a task automatically. You can log that details, the subject, the type of task, the priority and you can assign it to any agent who is added to the agent list.
It's genuinely brilliant. The developers are very helpful if you DO encounter a bug or have any questions (only 1 bug in the entire time that we've used it, resolved on the same day).
What do you dislike about the product?
The plans can be a bit pricey as they are per agent. If you have 15 agents like we do, then having one of the paid plans would be too expensive for us to justify to our departmental head. However, the unpaid plan has all of the functionality that we need.
What problems is the product solving and how is that benefiting you?
Tracking tasks, completed tasks, liaising with colleagues/clients, automated support system and a higher level of productivity.
Recommendations to others considering the product:
If you have a database which stores your tasks locally, then you are missing out on a world of helpful functionality. To anyone who receives 10-20+ individual jobs/enquiries per day, I highly recommend this software.
So far so good
What do you like best about the product?
The service is good and relatively quick when compared to other service providers we use.
What do you dislike about the product?
Nothing that I can think of, I am a basic user/admin in our company and everything I ever needed and I could't do was done for me by the Freshdesk support.
What problems is the product solving and how is that benefiting you?
We use it for Email correspondence with our clients, they are in the form of tickets that we attend to. We also use the reporting features to keep track of our support activities.
Awesome Service
What do you like best about the product?
The Freshdesk web interface is such a smooth experience. Since switching over to Freshdesk during our initial trial, we have now added all our support emails into it and our support team is able to track and mange all our support requests without problems.
It makes management of tickets a breeze and helps with the flow in our company.
It makes management of tickets a breeze and helps with the flow in our company.
What do you dislike about the product?
Sometimes the iOS version of the app doesnt let us know when new tickets arrive in the system. We have to manually open the app to see new tickets.
What problems is the product solving and how is that benefiting you?
Our support flow during our support times has increased as well as our respond time. Clients are being answered to and their problems resolved efficiently and effectively.
Recommendations to others considering the product:
If you need a ticketing system, Freshdesk is definitely the one to go for. The ease of answering tickets once set up is simply amazing. Their customer support is tops, with the support agents diligently getting to the bottom of your query. What I like about Freshdesk is their iOS app which allows my support team to be on the move, but still attend to queries when needed.
Great, simple to use UI, helpful support team
What do you like best about the product?
Simplicity of the UI make it easy for the team to start using w/o much of training.
What do you dislike about the product?
Liked everything, can't think of anything which I didn;t like
What problems is the product solving and how is that benefiting you?
Customer Support
Recommendations to others considering the product:
Go for it.
chat experience
What do you like best about the product?
the ease and speed of response received when I asked for specific documents. the agent who helped me sent me a link that contained everything I needed to pass on to my software team. the agents are quite friendly and helpful and polite.
What do you dislike about the product?
there are certain issues beyond their control that can sometimes cause delays. a proactive notice to the customer would have been helpful and help alleviate the frustration of waiting. otherwise, in general the customer support is pretty good.
What problems is the product solving and how is that benefiting you?
one stop shop for the communication channels we want to offer our customers. mobility of the systems and also user friendly. when I was tasked to source and select what would be our contact center, I connected with a few vendors and out of all the meetings I have gone through, no other vendor could provide the one stop shop solution at an affordable and customizable package than Freshworks. really impressed with the responsiveness of the account team and I also like the fact that I know I have a dedicated person I can contact who is in the same timezone as I am. We are still quite a few weeks from launching our product to really test the system but I feel good that when I need support, I know I can get real time assistance.
Easy to use product and helpful support team
What do you like best about the product?
Freshdesk is really easy to use and has replaced emails in many ways for our teams. We're excited about how well Freshdesk supports integrations; this was a major selling point for our teams as it will save large amounts of time.
What do you dislike about the product?
I sometimes have a hard time finding what I'm looking for in the knowledge base, when I'm looking for simple answers I have a hard time locating what I need.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to better divide up tasks among team members. We have robust reporting and good transparency into how our teams are doing and where they get caught in the weeds on tasks.
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