Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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I use Freshdesk every day, though maybe not to the depth that I could.
What do you like best about the product?
I like the fact that everything from our support email goes to one place, and it makes conducting support correspondence really easy. Definitely preferred to my Outlook inbox. Love the filters and the ease I have finding things.
What do you dislike about the product?
Honestly, the things that I am missing, so far anyway, have been an issue of education, not of your platform. Everything I need is there, if I look for it.
My only issue is this: The "Explore" link ("?" on the upper-right of page) errors, with this:
The webpage at https://support.actioncardapp.com/announcements/account_login_url?redirect_to=https://productupdates.freshdesk.com/support/home#mint=undefined&email=jeremys@volanosolutions.com&account_id=199792&lang=&plan=blossom&state=active&articles_tag=SWMintAdoption,agent might be temporarily down or it may have moved permanently to a new web address.
My only issue is this: The "Explore" link ("?" on the upper-right of page) errors, with this:
The webpage at https://support.actioncardapp.com/announcements/account_login_url?redirect_to=https://productupdates.freshdesk.com/support/home#mint=undefined&email=jeremys@volanosolutions.com&account_id=199792&lang=&plan=blossom&state=active&articles_tag=SWMintAdoption,agent might be temporarily down or it may have moved permanently to a new web address.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us an automated repository for correspondence that is at once easy to maintain and keep clear of junk,and quickly navigable when accessing support histories.
FreshDesk
What do you like best about the product?
Always improving, to better help the customer with their ticket management, and they are quick to reply to help
What do you dislike about the product?
Needs more robust Solution / Knowledge Base features.
What problems is the product solving and how is that benefiting you?
I asked a Question about chat reporting functionality. They don't have the capability to report on how long agents were available for chats, only how long they were engaged with customers in chats.
Good Support platform
What do you like best about the product?
- easy to setup and start working
- excellent support
- excellent support
What do you dislike about the product?
somtimes the formating in the text fields does not work properly and behavious strange
What problems is the product solving and how is that benefiting you?
Customer helpdesk for mobile internet solution
GDPR-questions
What do you like best about the product?
I was correctly and friendly handled from the support. I got the best of support with my questions.
What do you dislike about the product?
Nothing that I can say I disliked! If I have to say something it would be the delay of one answer that took a day to get. But it was for me acceptable.
What problems is the product solving and how is that benefiting you?
I got help with answers according to GDPR compliance. I also got help with getting the material from a webinar that I attended.
Complete tool and excellent customer service
What do you like best about the product?
You can modify almost everything from the administration of the freshdesk, but if at any time you find any problem, the attention is personalized and very fast.
What do you dislike about the product?
The tickets fields part does not have a multilanguage system and the support is not available in Spanish, to put a glue, although with English, you can communicate perfectly.
What problems is the product solving and how is that benefiting you?
With freshdesk, we have solved the whole ticketing system of the company. At the same time, KPIs solve our problems, as they have many graphics, easy to use and understand. It is very manageable and easy to configure
Recommendations to others considering the product:
Easy to use and very convenient to implement. You always have support behind you, which helps you understand what you want.
Delighted Experience
What do you like best about the product?
The best part I liked is the quick response which we get when we call at freshdesk support.
What do you dislike about the product?
When there is any change in UI then freshdesk should inform the change to his customer prior launching it
What problems is the product solving and how is that benefiting you?
We are solving our customer emails through freshdesk
Accountability in a can
What do you like best about the product?
My employees are now accountable and their performance is measured and reportable.
What do you dislike about the product?
I would like more customisation of the main interface
What problems is the product solving and how is that benefiting you?
Accountability
Customer satisfaction
Preservation of knowldge
Customer satisfaction
Preservation of knowldge
Recommendations to others considering the product:
Start a trail and have a crack. Youll love it
very intuitive portal
What do you like best about the product?
because it is very functional for my end users
What do you dislike about the product?
I think that at least they could put the SLAs in a trial version to see what improvements will be made at least for a limited time
What problems is the product solving and how is that benefiting you?
My best managed tickets and my agents with each activity
Great customer service, thoughtful about updates
What do you like best about the product?
After rolling out a new interface, freshdesk still kept the option to return to the old system. This was an awesome way to try out the new platform and get familiar with the layout while still getting to return to the comfort of the old system while a few of the bugs were worked out. The help team was proactive about addressing any concerns and reached out directly to let me know when certain features became available again.
What do you dislike about the product?
While it can be challenging getting used to a new platform, I really haven't found much to dislike about it.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions, great interface for tracking phone calls, ability to generate reports to gain insight about customer activity.
Very quick support
What do you like best about the product?
That the problem I had was solved litterly the next morning.
What do you dislike about the product?
Can't think of anything that I disliked about the support I had.
What problems is the product solving and how is that benefiting you?
orders and payments.
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