Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Nice solution for HR
What do you like best about the product?
It was really easy to setup the basics but there are a whole bunch of advanced customization options. We were able to get a really nice looking knowledge base setup pretty quickly. This allows our employees to find the answers to their own questions before asking us common questions.
What do you dislike about the product?
They have a "theme gallery" for portal customizations but pretty much everything in there costs hundreds of dollars.
What problems is the product solving and how is that benefiting you?
We wanted an easy to use knowledge base for our employees. The customer portal allowed us to have quick and easy search functionality.
We have been using Freshdesk for almost 5 years now
What do you like best about the product?
That Freshdesk is so intuitive and effective.
What do you dislike about the product?
We are located in Germany. Therefore it is a sad thing that Freshdesk is not yet DSGVO / GDPR compliant.
What problems is the product solving and how is that benefiting you?
We implement our entire ticket accounting via Freshdesk.
We Love Freshdesk!
What do you like best about the product?
The ability for all tickets to be viewed by our team, streamlining our client management process and speeding up our response times.
What do you dislike about the product?
As we've just upgraded to Mint - nothing we dislike :) Would have said the old user interface as it was a bit clunky.
What problems is the product solving and how is that benefiting you?
Transparency across client communications and timely responses to our clients enquiries.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
Great helpdesk support
What do you like best about the product?
Helpdesk staff very polite and patient. I've always had a solution to my issues.
What do you dislike about the product?
It is not easy to find a way to export specific data. For example when hitting the Export button in Contacts, it always exports all contacts, there are no filters available.
What problems is the product solving and how is that benefiting you?
Helpdesk.
Gift Card
What do you like best about the product?
What do I like best is the FAQ analytics.
What do you dislike about the product?
What do I dislike is the Pricing of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer support.
Works well and looks great!
What do you like best about the product?
The new user interface is beautiful definitely well designed with perfect accent colours.
What do you dislike about the product?
Quite costly for a ticketing system, however, the features that come with that cost is quite nice.
What problems is the product solving and how is that benefiting you?
It is mainly for IT support. The dashboard has been very beneficial to provide the best support we can for others.
Recommendations to others considering the product:
UI looks beautiful but the ease of use of gone down. I had to provide one-on-one training to help individuals get to learn how to use the new UI.
Sukanya was great!
What do you like best about the product?
I like how she responded in a timely manner
What do you dislike about the product?
I don't like how tickets are distinguished by many colors.
Should just be 2 alternating colors
Should just be 2 alternating colors
What problems is the product solving and how is that benefiting you?
I resolve customer tickets for our streaming service
Make Support Easier and Better
What do you like best about the product?
Easy to follow and manage support tickets of our customers.
What do you dislike about the product?
There is nothing that i don't like on this product. For a small company like ours is the free licence a very good thing
What problems is the product solving and how is that benefiting you?
We are a Software-Company also providing IT_Services to our customers. With freshdesk we apporved out SUpport, when more then one Teammember is working on the same case
Customer Experience
What do you like best about the product?
It was a great experience working with Freshdesk. They provided very quick solution for every queries and road blocks for production releases.
What do you dislike about the product?
No dislike are available as off now. Its good to go with frshdask
What problems is the product solving and how is that benefiting you?
We have solved our customer support module for the product. Freshesk is very easy to integrate with multiple platforms like Android, IOS and Web with FAQ and Customer Chat.
Recommendations to others considering the product:
Its very good service for any product
Freshdesk - a great customer service tool with great customer service
What do you like best about the product?
The ability to get a quick overview and manage support questions over multiple timezones easily by adding smart customizable automation workflows.
What do you dislike about the product?
When we started, I had the feeling the customer service was a bit more proactive to solve things for you, while they take a more responsive attitude now that the product has gained in features and that is part of the greater Freshworks app-suite
What problems is the product solving and how is that benefiting you?
Problems to solve for our own users in a timely manner. We could not handle this via simple e-mail messaging anymore.
Recommendations to others considering the product:
Freshdesk is a great tool with good automation workflow options to reduce the busy-work like managing (individual) support question assignments.
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