Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk: the helpful helpdesk
What do you like best about the product?
assistance over live chat was instantly answered, the answers were personal not canned responses
What do you dislike about the product?
Nothing really. I know we could make more use of the product but always lack the time to invest in growing our usecases
What problems is the product solving and how is that benefiting you?
Freshdesk is our internal and external support portal. Ticket monitoring and ensuring cases are closed are our biggest wins over previous services we have used.
Recommendations to others considering the product:
You can be up and running very quickly, but to tailor (custom URLs etc) and fine tune can take a while, but well worth the effort
Generally good
What do you like best about the product?
It helps us keep in contact with customers for support well.
What do you dislike about the product?
Some of the UI is awkward. e.g. the need to set the issue type before closing is annoying.
What problems is the product solving and how is that benefiting you?
Support for customers. Didn't have to build our own solution
very easy
What do you like best about the product?
fresh desk is very easy can organize all tickets and can set it with the priority for each ticket , and merging tickets are very useful way to can sort all correspondence in one ticket
What do you dislike about the product?
when i am merging tickets by mistake i can't release it
What problems is the product solving and how is that benefiting you?
we are working in the operation team , we are helping our colleagues in branches to confirm their bookings , waiving charges for hotel booking , amend bookings
Recommendations to others considering the product:
fresh desk is very helpful and very easy to use
Easy to use and track
What do you like best about the product?
Freshdesk is very easy to setup and use daily to track tickets! Also easy to access help with Chat.
What do you dislike about the product?
nothing right now everything is working just fine
What problems is the product solving and how is that benefiting you?
Helpdesk trackers
Freshdesk
What do you like best about the product?
The ability to customize the ticket fields is amazing. It allows us, in conjunction with their Dispatch'r, to get a wonderful amount of information into our tickets and route it to the correct group.
What do you dislike about the product?
The integration with our Active Directory was more difficult then advertised but works fine now.
What problems is the product solving and how is that benefiting you?
It provides us with many options that our precious ticketing system lacked. We can customize every point of our Help Desk to increase both our and our coworkers productivity.
Recommendations to others considering the product:
I highly recommend doing a thorough trial. It is really necessary to get in to the meat of the software.
Freshdesk is a easy to configure platform and very useful for especially small to mid size companies
What do you like best about the product?
In terms of product cost and value, I think Freshdesk is the best.
What do you dislike about the product?
Freshdesk needs to improve its product to provide more flexibility. For example agent view and SSO feature should be modified for different products.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for external and internal incidents/service requests.
Awesome product!
What do you like best about the product?
I'm a big fan of the custom views and all of the different options for updating ticets
What do you dislike about the product?
Nothing comes to mind, but if something does then Support is always very quick and helpful.
What problems is the product solving and how is that benefiting you?
Ability to track frequency of certain problems, answer emails more quickly, easier to make sure nothing is missed.
I would recommend
What do you like best about the product?
My team and I like Freshdesk for the most part. Its nice to be able to triage tickets, sort them, assign to various agents.
What do you dislike about the product?
I feel like the rules can be a little complex and confusing.
What problems is the product solving and how is that benefiting you?
We answer customer support and feedback tickets for our TV sites, apps and other products. Its great for running reports and sorting based on product.
Recommendations to others considering the product:
Get some extensive training. I did not have it and wish I did.
Solid Support Platform
What do you like best about the product?
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
What do you dislike about the product?
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
What problems is the product solving and how is that benefiting you?
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
Unable to see tickets
What do you like best about the product?
The operator was easily accessible by email/phone
What do you dislike about the product?
Email wasn't sent re-iterating the instructions
What problems is the product solving and how is that benefiting you?
Currently none
Recommendations to others considering the product:
Offer flag/reminder option on tickets
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