Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Advertising Publisher Alert System Ticket Monitoring/Response Management
What do you like best about the product?
While we seem to be using Freshdesk in a way it is not regularly intended, the support team has been very responsive in helping us sort out any issues.
What do you dislike about the product?
Because of the way we are using Freshdesk, there are some growing pains in figuring out these issues and some of the ways we want to do things may not be possible; however, we realize we are trying to use the system for a different purpose than most and have still be successful in getting most of what we are looking for out of it. The dispath'r tool can take a while to get the rules set up and working how you want them.
What problems is the product solving and how is that benefiting you?
We are trying to consolidate or advertising publisher alert system for all of the different alerts that come in for a variety of issues that can occur. Tickets are created via an API or a support email and we review and respond to them accordingly. We are primarily using Freshdesk and an internal tool but were about to set up outside contacts for any vendors who need to be involved in further reviewing tickets. We are using Freshdesk to better manage the review process of these issues and to be able to track performance.
Recommendations to others considering the product:
Don't be afraid to ask questions. They are very responsive and willing to help you figure out what you are trying to do and will be honest if they cannot do something.
Great!
What do you like best about the product?
SImple layout. Easy to use. They're tech support response is really fast if you do have a question or issue.
What do you dislike about the product?
I'm fairly new to Freshdesk - so far I haven't had any issues.
What problems is the product solving and how is that benefiting you?
Customer concerns and general inquiries.
It's nice that it notifies the person that is assigned to that task instead of everyone. Easy and quick to get to your customers.
It's nice that it notifies the person that is assigned to that task instead of everyone. Easy and quick to get to your customers.
About Freshdesk support
What do you like best about the product?
The service is very good. Very quickly and perfect answer. I like freshdesk.
What do you dislike about the product?
I had asked two questions. One question was for backend. It was solved perfectly.
The other question is for customizing the Portal Views. I didn't get response for it but I had solved. By the way, I am thank you for the help of freshdesk support team.
The other question is for customizing the Portal Views. I didn't get response for it but I had solved. By the way, I am thank you for the help of freshdesk support team.
What problems is the product solving and how is that benefiting you?
We are using freshdesk for providing support page in our web site. I think freshdesk is the best choice for it.
Relevant and Exact Answer of the query
What do you like best about the product?
The concerned engineer, knows the answer of all the queries raised, If the solution of current scenario is unavailable, we are provided the most appropriate alternate option for resolution..
What do you dislike about the product?
Nothing to dislike in FreshDesk. The Agents are ready to solve your queries, via email/con call at our convenient time of discussion..
What problems is the product solving and how is that benefiting you?
We are using Freshdesk in customer relationship management, to interact with our clients to provide resolution for the concerns raised and found it apt for it
Recommendations to others considering the product:
Yes
Great tool for customer service
What do you like best about the product?
I like the intuitive way the platform is created and the way you can handle your incoming requests. Helps you keep good track of everything and making sure you reply to every single one of your customers.
What do you dislike about the product?
The bugs that can sometimes occur with Freshdesk Mint.
What problems is the product solving and how is that benefiting you?
Sorting out the customer service and making a good system out of it.
Freshdesk is a good work tool for a customer support
What do you like best about the product?
I really like the simplicity of freshdesk.
What do you dislike about the product?
I think the customisation of your freshdesk could be better.
What problems is the product solving and how is that benefiting you?
I handle customer support.
Recommendations to others considering the product:
It's really good.
Excellent tool to manage support tickets
What do you like best about the product?
Multiple channels of logging tickets; reporting features; auto dispatcher is a charm;
What do you dislike about the product?
the UI a bit; but heard the mint version is coming; waiting for the same
What problems is the product solving and how is that benefiting you?
Agent's tickets being overlapped in our support team; there was no mechanism to monitor and manage tickets; fresh desk help us to stream line the support process.
Recommendations to others considering the product:
This is an easy to set up tool which will help in managing your support
Very Customer service tool
What do you like best about the product?
Easy to use and configure. the ergonomy is simple and efficient. lot of fields and options can be customized. We are using Freshdesk for IT service desk - it is not an ITSM tool but our need for tool offering good interactions with customer was very urgent and we have been able to have it ready in a matter of days.
Support is already reactive and efficient
Support is already reactive and efficient
What do you dislike about the product?
as IT tool, features are limited but we knew it. I guess for BPO type of work, it must very good
What problems is the product solving and how is that benefiting you?
we improved a lot customers' experience
Great Tool, Not so Great Customer Service
What do you like best about the product?
The fact that you can customize a source code and have ability to track tickets per company.
What do you dislike about the product?
When asked to migrate all of our company’s tickets from JIRA to freshdesk, customer service manager and representatives made us pass our deadline which was unacceptable especially that they never kept us updated.
What problems is the product solving and how is that benefiting you?
Cheaper ticketing system, and its fully customizable
Recommendations to others considering the product:
Don’t rely on their customer service and make sure your developers are willing to learn
It was an awesome experience with FreshDesk
What do you like best about the product?
The way the the guys handle your query. They are truly very friendly.
What do you dislike about the product?
There is exactly nothing but the team can work on the UI.
What problems is the product solving and how is that benefiting you?
We are a product based company working on SFA solution
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