Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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The MINT UI is very usefull and userfriendly
What do you like best about the product?
User interface,
I can create ticket from Contacts
I can create rules
Helpfull support
I can create ticket from Contacts
I can create rules
Helpfull support
What do you dislike about the product?
Missing translations...
Can't set special date format...
Can't set special date format...
What problems is the product solving and how is that benefiting you?
Handling the phone and email support cases together.
Great for managing our support tickets
What do you like best about the product?
Ticket tracking works really well, and we can track all we need to in monitoring agent responsiveness against SLAs that we need. Reporting on ticket performance is good and we're happy that we migrated from another ticketing system to Freshdesk.
What do you dislike about the product?
Non-ticketing areas of the service are not so feature rich. We'd like to (but can't) report on customer feedback on solutions articles we publish, we can't export or categorise or analyse forum posts or export them in any usable format.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for management of customer service queries, shared across a number of support levels with teams of agents dealing with them. This helps ensure we manage feedback from customers and can analyse our performance against targets. In spite of the constraints noted above we are happy with the core performance of the system.
Very well organized
What do you like best about the product?
Freshdesk has helped greatly with organizing tickets. I could not imagine doing my job without it. We get the chance to look through old, closed, tickets in search of answers for a problem you have never seen before. The Solutions section is extremely helpful. It recently played a big part in an error that had occurred, where we could assist our clients by sending them an article with the exact steps to fix the issue.
What do you dislike about the product?
I cannot think of much I dislike with the program. Any issues are just user error. The one thing I had to sort of unlearn was resolving a ticket when I created a new one - which does not count as a new ticket created by me.
What problems is the product solving and how is that benefiting you?
Software related issues, hardware repairs/standard Maintenance
Recommendations to others considering the product:
If you struggle with service tickets, this is the software for you. You will be able to organize tickets, view how fast users are helping your customers, and create articles to help your users or clients solve common or uncommon issues.
Very professional
What do you like best about the product?
Very helpful and precise. They helped me step by step to resolve my problem
What do you dislike about the product?
Nothing I don't like. They are really productive
What problems is the product solving and how is that benefiting you?
I needed to know about setting up automatic reply-s. This helps our customer to have a reply even out of business hours
Freshdesk will help you import support for your customers.
What do you like best about the product?
Freshdesk is cloud based. In an emergency support personal can access and work on issues from anywhere. The automated rules help with moving issues along in the support process. Rules keep customers updated and informed.
What do you dislike about the product?
The lack of reporting options and automated report features. I would also like to see admin access on the mobile app.
What problems is the product solving and how is that benefiting you?
Support Automation and Portal access keep customers informed and updated on their status.
Recommendations to others considering the product:
Yes, Freshdesk has worked for us and has drastically improved our helpdesk
Very good experience for a Help Desk Service
What do you like best about the product?
We like the time log features, scenario automation, canned responses, custom reports, easy and useful interface, ticket dispach
What do you dislike about the product?
Some time related data is not easy to retrieve, reports could have some more customization options
What problems is the product solving and how is that benefiting you?
Easy and centralized Help Desk Management
Recommendations to others considering the product:
Try it. It's simply one of the best products out there
Great product.... great service!
What do you like best about the product?
Freshdesk's simple layout and process offer a clear, clean and concise way to mange tickets.
Navigation is simple and quick which allows you to keep on top of outstanding work.
Navigation is simple and quick which allows you to keep on top of outstanding work.
What do you dislike about the product?
The fact that Freshdesk is not fully aligned with our AD, necessitating us to use a separate username to that which we use to log onto our domain. It is technically possible, but this isn;t a problem with Freshdesk per-se, more a constraint of our domain and the resource required to manage the necessary changes.
What problems is the product solving and how is that benefiting you?
All.
From requests for changes, logging requests, answering support queries.
We are using it to track our workload during this critical time of our SAP project and to justify resource, as well as outsourcing to contractors using FD.
From requests for changes, logging requests, answering support queries.
We are using it to track our workload during this critical time of our SAP project and to justify resource, as well as outsourcing to contractors using FD.
Recommendations to others considering the product:
Stock considering it and start using it.
A nice tool to quickly organize support emails
What do you like best about the product?
I like that the product is extremely simple to set up. Being a small organization we do not really have the manpower to research - read and dive deep into multiple documentation. Freshdesk is super simple to use, flexible to setup custom rules, easy self service help desk, and the millions of integrations with all the various products we use, make it a must have support tool.
What do you dislike about the product?
Freshdesk could do with some improvement to their mobile app experience.
What problems is the product solving and how is that benefiting you?
We've been trying to beat standards on time taken to resolve an issue and create a near seamless, self help platform for our clients. The significant ticket volume and emails were a huge barrier - Information was lost, Emails were read and there was a lot of chaos. Freshdesk simply took this pain out of our minds.
Customer service
What do you like best about the product?
I like the prioritization of emails by order of importance. As well as the ability to have template emails.
What do you dislike about the product?
When we have exchanged several emails with a client, we don't have the last email at the bottom or at the top, we have to look at the dates and times to understand which was the last email.
What problems is the product solving and how is that benefiting you?
We resolve all our clients' questions. We were able to obtain statistics and were able to improve them.
Simple to deploy and simple to use
What do you like best about the product?
Our favorite aspect about the platform is the ability to manage customer tickets all in one place and have multiple staff work on the tickets. Other great features are the canned responses that save a huge amount of time.
What do you dislike about the product?
There is a quirk in allocating a ticket to a member from within a ticket - sometimes it does not list the potential staff. This on the other hand could just be us not taking the time to look closer..
What problems is the product solving and how is that benefiting you?
It is the centralized place to manage all incoming customer support tickets. Major two benefits are organization of tickets and time saved.
Recommendations to others considering the product:
We looked at a number of applications and this won us over on easy of use.
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