Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Extreamly helpfull App
What do you like best about the product?
- multiple features that attend our necessities
- replies issues really fast and are always helpful
- with its integration we are allowed to comunicate with great quality with our clients through every single communication plataforms.
- replies issues really fast and are always helpful
- with its integration we are allowed to comunicate with great quality with our clients through every single communication plataforms.
What do you dislike about the product?
- honestly I can’t think of anything that it qualifies as dislike
What problems is the product solving and how is that benefiting you?
- i am shortening my contact with my clients in order to solve their problems faster and be able to provide an easy way for then to always reach us faster manner
Good support.
What do you like best about the product?
Support is responsive and helpful.......
What do you dislike about the product?
The product itself has some limitations that don't allow it to fulfill our usecase. There doesn't seem to be much flexibility on product requests that are very straightforward and could likely help many of their clients...
What problems is the product solving and how is that benefiting you?
Knowledge Management - customizing the appearance and having control over user permissions at a granular level has been very difficult, not to say impossible, to achieve.
Great product for great agents!
What do you like best about the product?
Great, fast user interface and a great customer support. Employeers are extremely friendly and helpful, they will NOT stop until they fully satisfied you.
What do you dislike about the product?
In Freshdesk, thing can get overwhelming because there are so many options and tools you can use (which is great). Ofcourse you will get used to this after a whiile and you will understand everything.
What problems is the product solving and how is that benefiting you?
We can provide quick and clear answers to all our customers from around the world. We are able to integrate our Social Media account into Freshdesk, so we have a more organized working space.
The customer service level is decent - people responded quickly with a desire to help out.
What do you like best about the product?
I like that you can reach freshdesk support 24/7. Normally they will reply promptly, although occasionally there were agents who didn't manage to follow through the whole conversation - in these instances, it's quite annoying as you can't talk to someone else as the agent hasn't closed the window at FD's end.
I like that emails can be converted into a ticket form so agents can work on tickets easily. In addition, I like that there are different functionalities available for admins to monitor the agents' performance.
I like that emails can be converted into a ticket form so agents can work on tickets easily. In addition, I like that there are different functionalities available for admins to monitor the agents' performance.
What do you dislike about the product?
I dislike that tickets are assigned based on the ticket creation date. It should have more flexibilities, like by priority, etc.
For load balanced ticket assignment, if I have two groups and if I set that each agent is only allowed to receive max 1 ticket for both groups, then the agent will receive only 1 ticket assignment from either of the two groups. If I change the configurations, it could happen that each agent receives 2 ticket assignments of one group, but not one from each group. I'd like to see that tickets can be assigned to agents equally for each group.
In live chat with the Freshdesk agents, sometimes it takes a bit of the communication before the agents could understand the queires.
The difficult / troublesome thing of using Freshdesk is that once you've made a change to the setting, you'd need to think if the action would have any consequences to your other rules. Sometimes when you're not aware of an existing rule / change something without realising its impact, rules won't work and it would have affected agents' (on our end's) efficiency.
Also, I dislike the occasional bugs in Freshdesk. Someimes we are sure that we have saved changes, they didn't get saved and are reverted back to the original setting. I would hope the IT dev could be better at FD's end.
For load balanced ticket assignment, if I have two groups and if I set that each agent is only allowed to receive max 1 ticket for both groups, then the agent will receive only 1 ticket assignment from either of the two groups. If I change the configurations, it could happen that each agent receives 2 ticket assignments of one group, but not one from each group. I'd like to see that tickets can be assigned to agents equally for each group.
In live chat with the Freshdesk agents, sometimes it takes a bit of the communication before the agents could understand the queires.
The difficult / troublesome thing of using Freshdesk is that once you've made a change to the setting, you'd need to think if the action would have any consequences to your other rules. Sometimes when you're not aware of an existing rule / change something without realising its impact, rules won't work and it would have affected agents' (on our end's) efficiency.
Also, I dislike the occasional bugs in Freshdesk. Someimes we are sure that we have saved changes, they didn't get saved and are reverted back to the original setting. I would hope the IT dev could be better at FD's end.
What problems is the product solving and how is that benefiting you?
Customer services and support. We benefit from that we are able to monitor agents' performance easier, as well as the flexibility of communicating with customers. We are looking into creating FD FAQs to make our pages look more attractive.
effective and friendly
What do you like best about the product?
that is simple , like any other email but better. very useful to use as a team member for a business.
What do you dislike about the product?
the new version is not that easy, you need to scroll down to find things.
What problems is the product solving and how is that benefiting you?
customer's inquiries.
A great upgrade for our help desk.
What do you like best about the product?
FreshDesk was our top selection to replace our previous help desk software. We tested ZenDesk, SpiceWorks, FreshDesk, and TeamViewer’s service add-on. We selected FreshDesk. Overall setup is easy. Single-sign-on with Microsoft Azure works well. TeamViewer Remote Desktop integrates easily.
What do you dislike about the product?
The ticket satisfaction survey isn’t very deep. Difficult to integrate widgets in SharePoint.
What problems is the product solving and how is that benefiting you?
A replacement for Help Desk Authority which was left unsupported after Dell purchased the software. Dell did offer an upgrade to Kace. Kace was significantly more expensive an too complex for our needs.
Pretty Good
What do you like best about the product?
They usually address your issue quickly.
What do you dislike about the product?
Sometimes it can be frustrating to find help.
What problems is the product solving and how is that benefiting you?
Direct chat
Recommendations to others considering the product:
More quick link resources
Easy management of queries
What do you like best about the product?
We are getting various type of query, which is easy to manage and our response time is reduced.
What do you dislike about the product?
We are using the free version. It'd be good if as a volunteer organisation we get product usage in donation like we get it through BigTech - NASSCOM Foundation as we got from Google & Microsoft.
What problems is the product solving and how is that benefiting you?
No query is unattended/missed.
Recommendations to others considering the product:
Good for managing flood of information.
Highly recommended
What do you like best about the product?
Versatility, easy to comprehend and train agents , scale-ability
What do you dislike about the product?
can work on bettering the product keeping eta in mind
What problems is the product solving and how is that benefiting you?
Technical and CS related
Recommendations to others considering the product:
Its an easy tool to train agents and solves the purpose of setting up a robust crm
One of the best ticketing tool on the market
What do you like best about the product?
Ease of use, all communication channels can be integrated with FreshDesk, Reporting and analytics.
What do you dislike about the product?
The software is in a good place, no issues.
What problems is the product solving and how is that benefiting you?
Customer Support
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