Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Overall very functional site.
What do you like best about the product?
The UI seems pretty easy to use and the metrics / groupings is helping us better manage resources as well as see where we might need more. The rules engine seems easy to use. We do have a couple unique use cases and they help us brainstorm different potential solutions.
What do you dislike about the product?
We are using their API to create tickets and have run into issues regarding a particular use case we have. They are still looking to solve this issue.
What problems is the product solving and how is that benefiting you?
Consolidation of support tickets / issues. Better metrics and decreased duplication of work. With the metrics we can better monitor where more issues are to help with a better distribution of work. We were managing issues via multiple mediums and have been able to consolidate this to just Freshdesk. We are also using Freshsales and looking at Freshchat.
Recommendations to others considering the product:
Get your use cases defined prior to implementation to help that process go smooth.
Mostly a good experience, and they are willing to help.
What do you like best about the product?
The ability to use other products that can be linked to Freshdesk. We use Jira for our level 3 tickets so being able to link the two systems together is really nice.
What do you dislike about the product?
There is a lack of reporting capabilities, the chat system could use a but of an upgrade. There are actually several issues with the chat system, but I won't go into them all. I am working with their troubleshooting team right now to try and get it working so we can implement it onto our website.
What problems is the product solving and how is that benefiting you?
Basic troubleshooting for issues our customers are facing when using our website. The iPhone app is nice, and makes it easier to work while not in the office.
Recommendations to others considering the product:
There isn't very good reporting options, and the chat system isn't as good as it can be, but it looks like they are working on it to get it where it needs to be. But overall Freshdesk is easy to use and a good product.
Great Customer Service
What do you like best about the product?
First of all, their support is awesome. Not only do they respond quickly but will make sure they have done everything to answer your questions.
What do you dislike about the product?
The only thing I dislike is the inability to build a template for my articles.
What problems is the product solving and how is that benefiting you?
I write support articles where I work. I love the flexibility of categorizing topics, moving articles from one category to the next, and the ability to have others review my drafts before I publish.
Recommendations to others considering the product:
It is faster to set up and use than many other help desks applications in the marketplace.
Support reps are very attentive
What do you like best about the product?
The system allows you to be in contact with your clients easily and notified when they are needing assistance. They interface is intuitive and helpful.
What do you dislike about the product?
I have had issues searching for clients in the past. I had to check not only them as users but then through the magnifying glass in the top right (mint theme).
What problems is the product solving and how is that benefiting you?
I have quick response to my clients and they can contact us whenever they need. I also know if something is a major issue or not based on the emails sent directly to the linked address.
Testing
What do you like best about the product?
Availability of agents on chat,..............................
What do you dislike about the product?
Not a single dedicated point of contact. Have brief about business requirements to each new agent. Bugs in setting up live chat, break in contact with tech team
What problems is the product solving and how is that benefiting you?
Customer service: Live chat, feedback widget and tickets
Recommendations to others considering the product:
Know your business requirements beforehand
Great flexible helpdesk system
What do you like best about the product?
Best features are the modern user interface that is very easy to use and the flexibility of the system. The API was a breeze to work with and the Dispatch'r, Supervisor and Observer tools have a lot of power that is easy for even non-tech or low tech users to make use of.
What do you dislike about the product?
There are not many negatives. From a feature aspect, the lack of a contact/company purge (after deletion) is a glaring feature we ran into. You can not have multiple contacts with the same unique identifying information (like email address). To "purge" a contact and reuse the email on another contact, you have to (1) add a second email address to the contact, (2) set the new email address as the defaults, (3) remove the original email address from the contact, (4) then delete the contact you wanted to purge. This deleted contact stays in the trash forever so that leaves a really long list.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
Aside from that, the only other issue is cost. It is a great product but the new pricing scheme is much more costly than the 2016 plans. The 2016 plans included more features in the base levels but did not cost terribly per user. They also had the ability to purchase temporary day users for those who access the system once a month etc. That is the current plan we are on. During implementation, they switched their pricing schemes significantly. Now the basic features we use and are very happy with are only included in much more expensive plans. "Upgrading" to those plans will cost us 2-3 times as much as we are paying now. That is an extreme change in price. I do not know what is going to happen when they decide to do away with the 2016 plan we are currently using.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for internal support and for external support of our customers. This includes integration with our existing software's ticket portal, providing Freshdesk portal access to our customers, automating internal system reporting, and agent access to the mobile apps.
Recommendations to others considering the product:
If the costs fit your budget, I don't think you can find much of a better product. It is a great well-rounded helpdesk product.
Freshdesk is a great tool do help our team support
What do you like best about the product?
its is simple to use. I can chat when need help.
What do you dislike about the product?
Some bugs to fix.
Some features to add.
Some features to add.
What problems is the product solving and how is that benefiting you?
We can have control of support history and take in touch with our customers
Recommendations to others considering the product:
Yes. It is easie to getting start
Very simple and intuitive plataform
What do you like best about the product?
Simplicity and ease of use. Very low customization required.
What do you dislike about the product?
Reports in sproud version very poor. Need more Workflow tasks.
What problems is the product solving and how is that benefiting you?
The high internal service desk demand to our IT Department. With fresh desk, we now have a visibility of the major problems and the most frequent requesters.
Happy with Service
What do you like best about the product?
Freshdesk agents followed up frequently. Current Freshdesk view is easy to navigate through.
What do you dislike about the product?
Mint Experience is not user friendly. Ticket Life-cycle Report needs work.
What problems is the product solving and how is that benefiting you?
API Integration with another platforms.
Support
What do you like best about the product?
The consultant I spoke to was very understanding and patient with the issue I raised and provided all the information need in a quick and easy step by step guide
What do you dislike about the product?
Options to get to your support staff were a little confusing
What problems is the product solving and how is that benefiting you?
IT is used a a main CRM
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