Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Tech Ops Engineer
What do you like best about the product?
Can rack email easily with freshdesk...
What do you dislike about the product?
Some basic functions are only available in the higher price version
What problems is the product solving and how is that benefiting you?
got way to track the communications with customer and client.
time saving and better management
time saving and better management
Five years customer and counting
What do you like best about the product?
The redesign is looking sharp and we love the value for costs
What do you dislike about the product?
Nothing really. We do not use all features, which is a pity, but it is working good for years.
What problems is the product solving and how is that benefiting you?
Helping customers more efficiently. We reduce wasted time.
Great service and very accessible
What do you like best about the product?
The platform is very straight-forward, which makes creating tickets simple. The feature to check the status of tickets helps keep my work organized. When I recently has a problem receiving FreshDesk emails, the FreshDesk agent with whom I emailed was quick to respond and was very thorough.
What do you dislike about the product?
I recently had a problem where I wasn't receiving certain notification, however the issue was resolved.
What problems is the product solving and how is that benefiting you?
I use FreshDesk to make inquiries for work-specific problems. My tickets are answered by internal specialists that use the service instead of email.
Recommendations to others considering the product:
FreshDesk is a great service when users are familiar with how the product works.
Simple, effective ticketing tool.
What do you like best about the product?
Freshdesk makes interaction with customers so simple and easy. The dashboard is clear and easy to understand. It's easy to view tickets, respond, change status, attach documents and receive feedback.
What do you dislike about the product?
Nothing that I've found so far! The tool makes ticketing really effective.
What problems is the product solving and how is that benefiting you?
Customer comments, concerns, complaints.
An helpful, performing and pleasant HelpDesk
What do you like best about the product?
Interface is so nice and really intuitive. Automations help consultants to deal with the tickets.
What do you dislike about the product?
There is not a deployment guide to deploy Freshdesk to another customer.
So we have to do it on our own.
So we have to do it on our own.
What problems is the product solving and how is that benefiting you?
- Customer follow-up with ticket references.
- Improving satisfaction with satisfaction survey.
- Check group & consultant performances
- Add gamification and strenghten motivation for the consultants.
- Improving satisfaction with satisfaction survey.
- Check group & consultant performances
- Add gamification and strenghten motivation for the consultants.
great
What do you like best about the product?
i like the organization of my customer tickets
What do you dislike about the product?
the phone feature has a bunch of bugs. nothing too serious.
What problems is the product solving and how is that benefiting you?
organization
Waffling between 2 and 3 because of the service.
What do you like best about the product?
I like how easy the product is to use and being able to view tickets in SalesForce. I also like being able to create custom fields easily and as well as automated scenario's. Lastly I do appreciate that a non-technical manager can mostly administer the product without needing an advanced engineering degree.
What do you dislike about the product?
The reporting section is half-baked. While the data does provide good insights you can't export the tables (or data) into anything! Only PDF's are generated and those are un-workable when trying to do correlations to (let's say to sales).
Sure you can export all your tickets and do the calculations yourself but then what's the point of having a reporting section?
Which brings me to my next gripe. The ticket search tool (or view creator) is extremely slow and frustrating. Given the limited reporting capabilities of the software I must rely on that function to find and export the data I want to tabulate. Unfortunately, when I create a new view and include a specific date range, I need to re-enter that exact same date range after clicking the "export" button. If you forget it either won't work or return the wrong data.
Lastly what I'm most disappointed with is their customer service. Perhaps its because we hold ourselves to a higher service standard but I have tried to work with them to review our implementation, I have even taken the time to re-document our requirements and associated use cases. After 3 weeks I finally managed to schedule a call but they showed up un-prepared and 15 minutes late.
Sure you can export all your tickets and do the calculations yourself but then what's the point of having a reporting section?
Which brings me to my next gripe. The ticket search tool (or view creator) is extremely slow and frustrating. Given the limited reporting capabilities of the software I must rely on that function to find and export the data I want to tabulate. Unfortunately, when I create a new view and include a specific date range, I need to re-enter that exact same date range after clicking the "export" button. If you forget it either won't work or return the wrong data.
Lastly what I'm most disappointed with is their customer service. Perhaps its because we hold ourselves to a higher service standard but I have tried to work with them to review our implementation, I have even taken the time to re-document our requirements and associated use cases. After 3 weeks I finally managed to schedule a call but they showed up un-prepared and 15 minutes late.
What problems is the product solving and how is that benefiting you?
Honestly right now it's creating more problems than it's solving.
Freshdesk was faulty
What do you like best about the product?
It is clear, concise and easy to navigate through
What do you dislike about the product?
the order of the replies from customers are sometimes not in the right order which makes it harder to read the conversation.
What problems is the product solving and how is that benefiting you?
IT issues, customer queries
Quality product and good support
What do you like best about the product?
Quick support and assistance from the team, a great tool with a lot of options for customisation.
What do you dislike about the product?
Some key UI/UX fixes are quite far off on the roadmap.
What problems is the product solving and how is that benefiting you?
Client ticketing. Easy management and tracking of tickets.
Recommendations to others considering the product:
Careful planning of ticket routing from initla setup goes a long way.
my experience with freshdesk has been good so far
What do you like best about the product?
customer service via webchat. I usually get helped quite quickly and nicely through this channel
What do you dislike about the product?
limited API
should integrate whatsapp and facebook in the platform as well
should integrate whatsapp and facebook in the platform as well
What problems is the product solving and how is that benefiting you?
centralizing most communicating channels in one platform
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