Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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The best ever!
What do you like best about the product?
The whole Freshdesk Platform is very easy to learn and navigate
What do you dislike about the product?
The customer service team at FreshDesk I cannot always understand (not native English speaking). I'm assuming they are from another country.
What problems is the product solving and how is that benefiting you?
No business problem. Customer emails are so much easier to deal with now that our company is using Freshdesk.
Recommendations to others considering the product:
You will love it. I wonder how our company managed without it for so long.
General Freshdesk review
What do you like best about the product?
Quick responses from tech support, very open to customizing the software to work for you. Reliability has been excellent with only a few small instances of downtime, nothing major.
What do you dislike about the product?
Occasionally issues can arrise due to language barriers, but the staff is very understanding and willing to re-phrase.
What problems is the product solving and how is that benefiting you?
support portals for various support offerings. Users are in different locations county wide. All can login to the same portal and collaborate without barriers.
Recommendations to others considering the product:
Good product with good support. Flexable and scalable.
Great Support
What do you like best about the product?
I haven't used it a lot yet, but I've needed support a couple times today and they've been very responsive and got me a solution right away! I've been very impressed.
What do you dislike about the product?
I haven't found anything to dislike yet.
What problems is the product solving and how is that benefiting you?
We need to be able to track incoming trouble tickets and also be able to alert our users to changes. I know we can accomplish the first and I'm hoping the second is possible as well. I think it will be.
Recommendations to others considering the product:
It has many many options and there's likely a way to configure it to do what you need.
Freshdesk Review
What do you like best about the product?
The app integrations are excellent and make handling support call across administrative and technical issues easy, and by extension the lives of our Technical and Customer Success teams.
What do you dislike about the product?
There's not much we have found we dislike. The only things I would mention as hopeful features for the future are greater customization with the ticket views and the ability to respond with ticket templates.
What problems is the product solving and how is that benefiting you?
We operate a SAAS company and handle all of our support calls through Freshdesk. This tool gives us a great amount of time savings.
Very friendly and knowledgeble helpdesk agents
What do you like best about the product?
Quick responses and intelligent well-mannered communication
What do you dislike about the product?
Email of conversation afterward is very difficult to read
What problems is the product solving and how is that benefiting you?
Solving for requests from over 40 branches, handling that centrally in a timely manner
Assigning Group to specific agent
What do you like best about the product?
The quick response to the question and follow-up once resolved.
What do you dislike about the product?
Just that sometimes it's hard to understand the Freshdesk representative--access very strong.
What problems is the product solving and how is that benefiting you?
Gives our customers one email to reach out to us. Allows us to assign tickets based on that email. Great for pulling reports, etc.
Great product, easy to use, and very functional
What do you like best about the product?
The email alerts are well formed and easy to read. Basic SLA's in the blossom version are spot on, not overcrowding the inbox.
What do you dislike about the product?
Unable to assign a watcher from the contacts list to a ticket or group of tickets. Sometimes the watcher has no technical experience but need to be in on the loop of tickets.
Not able to send a daily summarised email of the tickets due with or without updates.
Not able to send a daily summarised email of the tickets due with or without updates.
What problems is the product solving and how is that benefiting you?
quick oversight of the issues, and how timely the work is been done.
Recommendations to others considering the product:
Be clear of your intentions of use.
Overall, good support platform
What do you like best about the product?
Strong ticket editing ability; easy inline images injection, rich text formatting, pretty good copy/paste from other tools like Word or email. For complex tickets, this is really important
What do you dislike about the product?
Reporting is a bit weak if you want to use metrics that don't fall inside the typical.
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
Localization is weak in many areas (satisfaction surveys, configurable fields and statuses are English-only).
What problems is the product solving and how is that benefiting you?
externally, helps us manage customer support requests.
internally, helps us manage DevOps cloud hosting requests.
internally, helps us manage DevOps cloud hosting requests.
Amazing Support - extracts more out of it
What do you like best about the product?
24 / 7 support with the Passion of help and let our issue reslove
What do you dislike about the product?
customer portal should be more elaborate we have blossom package its better that we will get one dashboard for our customer where they will see tickets in sequence and their own.
What problems is the product solving and how is that benefiting you?
internal ticketing . within the branches
Recommendations to others considering the product:
yes
Great!
What do you like best about the product?
How easy it is to handle my customers' inquiries. Customer can log onto my website and submit an email. The email is received by our customer support and we distribute the amount of work as necessary.
What do you dislike about the product?
Merging tickets has gotten a bit complex in comparison to the old version of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer service. We take care of our customers through this efficient platform.
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