Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Really good service for an ok price.
What do you like best about the product?
Works pretty good and it's a great way to have a easy helpdesk experience for our customers.
What do you dislike about the product?
Sometimes it's a bit tricky but not a big deal.
What problems is the product solving and how is that benefiting you?
Every day support for insurers.
Recommendations to others considering the product:
The first configuration takes a little time.
Great tool to make support easy
What do you like best about the product?
The flexibility of and the intuitive easy administration
Record time to market for helpdesks
Record time to market for helpdesks
What do you dislike about the product?
Reporting very limited in the Garden plan which is the middle one
What problems is the product solving and how is that benefiting you?
Quick ticket assigment, easy interaction between groups, better service to customers
Recommendations to others considering the product:
Before buying be aware of your helpdesk growth scope since it is billed per agent, per month
Much easier to setup and use than Zendesk
Great ticket distribution and automation rules
Much easier to setup and use than Zendesk
Great ticket distribution and automation rules
Great Helpdesk Platform
What do you like best about the product?
I love that the Freshdesk platform is very easy to use and learn.
What do you dislike about the product?
Can get quite pricey for the higher tiers
What problems is the product solving and how is that benefiting you?
Helpdesk platform. This allows us to keep track of any tickets or requests we get.
Easy to use, setup and administer
What do you like best about the product?
ability to make tickets available to multiple members of the team
What do you dislike about the product?
for some reason Requester does not need to complete all the mandatory field(*) while creating a ticket, but the agent has to ensure all filed are filled in before a ticket can be closed,reassigned etc.
What problems is the product solving and how is that benefiting you?
everything from data management issues, to data visualisation and writing / updating SQL scripts
SVIeSolutions review
What do you like best about the product?
Responsive and user friendly. This plateform give us a centralize way to take care of our custumers.
What do you dislike about the product?
I'm not able to track or generate stats from the agent creating the ticket. Multi-language is not implemented everywhere in the solution. Portals customisation is complex to manage and update. Facebook no longer working (seems to be on facebook side)
What problems is the product solving and how is that benefiting you?
Giving custumers access to crucial informations about our support.
A great Help desk ticketing system
What do you like best about the product?
For a very reasonable rate, it hit all of our requirements. It is extremely easy to use and will give us insight on how our organization is doing in terms of customer support.
What do you dislike about the product?
I have yet to find anything negative about the product.
What problems is the product solving and how is that benefiting you?
We needed a system that gave us metrics and deep integration with Power BI, among other external applications. Freshdesk has it all, and they are adding more all the time.
Easy to use but somme improvments are needed
What do you like best about the product?
It is easy to configure and easy to use. Our new agents quickly get used to it.
What do you dislike about the product?
The period during which a ticket was put on hold is included in the SLA calculation, so a ticket marked as "SLA violated" is probably not. There's no way other than go ticket by ticket to ckack in the activities if a ticket was put on hold, or not, and subtract the time it was put on hold to check if it was really "SAL violated". It is a problem for us because we are dealing with lots of tickets and the results are reported to our clients but we are losing time every month to check the SLA violated tickets one by one.
What problems is the product solving and how is that benefiting you?
Software issues for the education/e-learning sector: schools, high schools, etc.
Great tool, easy to implement and low maintenance requirement
What do you like best about the product?
The simplicity of the UI works very well for me as well as the amount of time it takes to set up.
What do you dislike about the product?
Some customisation I would like is not there but this is typically the case with most service desk tools.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as out customer service and support ticket management tool. It does this very well and allows for fast and accurate reporting. It allows us to see who is contacting us and how often as well as what their queries are about at a glance. We were not able to do this before we deployed Freshdesk.
Recommendations to others considering the product:
It is easy to set up, integrates with most other tools and provides sufficient reporting and analysis. If you are looking for a tool out of the box that works and you do not need to do much customisation to make it work then this is the tool for you. You can consider Zendesk but this turns out to be more expensive for the same feature set.
A helpdesk hand when it is needed
What do you like best about the product?
Simplicity of the UI. Intuitive tool as well. Freshdesk products allow businesses to be more reliable, flexible, and scalable. They help improve communication and make sense of massive amounts of data. Above all, they work together to build the best experience for our customers.
What do you dislike about the product?
That the Phone Channel was out and set up as a new mandatory tool called Freshcaller. Since then we have missing calls, hang up calls and a few bad experience with heavy customers.
What problems is the product solving and how is that benefiting you?
Tracking development tickets. The biggest benefits is the order that we got when we implemented the solution 2.5 years ago. In summary, software is designed to increase speed and efficiency across our
Recommendations to others considering the product:
Give it a try. You would be amazed. It's software that it is designed to increase speed and efficiency
Freshdesk has great UI and is very flexible
What do you like best about the product?
Integrations across freshchat, emails, other enterprise apps such as Slack
What do you dislike about the product?
Desktop and mobile Notifications are not stable
What problems is the product solving and how is that benefiting you?
1. 12*7 Centralized support for consumer durable financing with zero sourcing cost
2. Benefits: Lowering of manpower cost
2. Benefits: Lowering of manpower cost
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