Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,413 reviews
from
External reviews are not included in the AWS star rating for the product.
Awesome place to look for a support portal
What do you like best about the product?
The simplicity of all the function, creating tickets, responding to it etc.
What do you dislike about the product?
Need to create a separate account for customer and agent, although using the same email.
What problems is the product solving and how is that benefiting you?
It solved the problem of IT support in my company. It ease the flow of me contacting with my clients.
Recommendations to others considering the product:
Identify your users.
Easy and Effective Management System
What do you like best about the product?
User friendly interface and flow. Improving technical support and very well managed open cases.
What do you dislike about the product?
Can't hide Agent name at customer portal
What problems is the product solving and how is that benefiting you?
Customer Technical Request and Complaints. Freshdesk Help desk help to manage and organise every ticket effectively, especially the response time set.
Recommendations to others considering the product:
A very easy to manage Help Desk system which everyone should try.
Easy to use
What do you like best about the product?
Fresh desk provides a simple and straight forward solution to managing customer support. I liked how easy it was to manage communications, provide quick responses using canned messages, and being able to provide a FAQ section for self support.
What do you dislike about the product?
Setting up customer accounts could be challenging from the customers standpoint.
What problems is the product solving and how is that benefiting you?
Quick response for support related questions. Canned responses help with Efficiency for frequently asked questions.
Recommendations to others considering the product:
Set up your help section ahead of time. Provide customers with as much searchable information for ease of use.
Good start, needs improvements
What do you like best about the product?
Easy to use, clean user interface for customer service reps. As a manager, it is important that my team has something that is easy to use and navigate.
What do you dislike about the product?
Very limited in functionality. There is no task manager where you can assign tasks to other people on your team or other teams, something that is very important. Also, Freshdesk is not HIPAA compliant, it is something they are working on, but not sure when this will be available. As an agent, going through your queue of tickets is difficult, there is no way of viewing tickets that have yet to be touched, in addition, filters do not save, every time you go back, it does you have to reset your filter.
What problems is the product solving and how is that benefiting you?
Something that was easy to use that offered insightful analytics but not lose any of the functionality we had from our other tool.
Recommendations to others considering the product:
Migration can be quite the task, be sure to keep a back up until you are 100% sure everything is up and running.
Good experience
What do you like best about the product?
Is an easy to use platforms, it also gives access to and API.
What do you dislike about the product?
They should improve their API documentation, it lacks of some information.
What problems is the product solving and how is that benefiting you?
Basically, create a better communication with our clients
Recommendations to others considering the product:
They should improve their API documentation.
essential app for business
What do you like best about the product?
- generally very simple to use
- personalised solutions, faq, etc page for your business
- very impressive support
-
- personalised solutions, faq, etc page for your business
- very impressive support
-
What do you dislike about the product?
-$ per user per month + restricted essential features & only accessible on the higher plans
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
- restricted collaboration (e.g. assign ticket to no more than 2 staff)
- lack of visuals (graphs, swim lanes like Jira service desk)
- some tricky set-up (e.g. DKIM)
What problems is the product solving and how is that benefiting you?
email ticketing system
very good management of email correspondence, history, threads, etc.
task management
collabatoration
very good management of email correspondence, history, threads, etc.
task management
collabatoration
Recommendations to others considering the product:
If you have not been exposed to any ticketing system, Freshdesk is your first and only choice.
Freshdesk the best work tool for my contact center
What do you like best about the product?
I love quality indicators, preset responses are the best. Thanks to private notes, you don't miss anything from the follow-up.
What do you dislike about the product?
I like everything, -------------------------------
What problems is the product solving and how is that benefiting you?
Now I have much better control of tracking the cases, almost nothing escapes us.
Efficient Helpdesk Support
What do you like best about the product?
Freskdesk makes it easy to assign tickets.
What do you dislike about the product?
I most dislike that closed tickets are archived after 160 days.
What problems is the product solving and how is that benefiting you?
We regularly refer back to and must re-open closed tickets., but we can't re-open archived tickets. Instead of closing tickets, we can resolve them so that they never archive.
Esteban Jimenez - GEP review
What do you like best about the product?
The way as admin I can manipulate the configuration and adapt my needs in the tool.
What do you dislike about the product?
The display sometimes is not too friendly as well as the navigation menu to find a feature.
What problems is the product solving and how is that benefiting you?
Technical support, and projects tracking. Tracking SLAs and savings.
It's got problems, but it's an okay tool in general
What do you like best about the product?
It's got the features we need. Their support is wonderful and very helpful. The latest Mint interface visuals look nice and clean
What do you dislike about the product?
The UI is not the best, some things take a lot of time to get used to and you desperately want to rearrange some parts of the menu
What problems is the product solving and how is that benefiting you?
We use their service to manage and funnel our customers' requests and feedback and accept feature requests
Recommendations to others considering the product:
Zendesk is still better but this one is pretty workable and they develop and get better with time. I've spent 5 years working with Zendesk though and liked it very much, so it may be subjective. Writing this now I also understand that I am not providing enough feedback to Freshdesk about my thoughts and pains and needs and that's on me. Maybe they could provide me with a better UX if I let them know what I deem to be a better UX =D
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
showing 2,071 - 2,080