Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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3,413 reviews
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Great support and ticketing software, user friendly and easy, quick onboarding process
What do you like best about the product?
User friendly, easy to get started, my self and three agents were up and running in 3 -5 days. I love the integrations between SalesForce, JIRA, Slack etc-- everything all in once place. I love that you can send a survey out after each response back from an agent for some live scores that indicate if a customer received the right level of help. Tagging tickets with keywords so that you can run reporting on trends...
What do you dislike about the product?
Wish we had an account manager, more proactive and someone who could send us resources, offer more trainings and just generally be more actively available. Also, we have 5 active users in the software, so some guidance on how to properly interact based on our use-case-- how to create the proper language, when to close a ticket, how to customize our portal, etc I've had to reach out to support for all of my questions, no one reaches out to me to offer advice and service. I told each person multiple times about our business, but they kept asking and i had to remind them a few times, but if someone took notes, then they could suggest better usage of their software to my team.
What problems is the product solving and how is that benefiting you?
Avenue for support requests is now available, reporting benefits, understanding customer inquiry patterns
A Support Software System That WORKS!
What do you like best about the product?
The interface is clean and easy to navigate.
What do you dislike about the product?
Some time was closing and/or bulk updating tickets Freshdesk take a few to refresh itself, but other then that I don't have many dislikes.
What problems is the product solving and how is that benefiting you?
The "problem" t solved for us was keeping tracked of (mostly) Chromebook repairs, and other IT issues. It also helps us keep track of students who have used their free repair; we have it set up where Freshdesk send a daily export with any info we set from the days closed tickets.
A solid experience, but with some holes
What do you like best about the product?
It's straightforward, easy to use, and checks all the boxes of what a standard support department needs!
What do you dislike about the product?
Some of the features are a bit limited, and sometimes they fail. Canned responses are here and there in terms of effectiveness, and sometimes it will send an email as an agent is midway through writing it... It's not a fancy product with tons of bells and whistles, but then standard features should be solid.
What problems is the product solving and how is that benefiting you?
Creating a customer experience that guarantees we see every question and problem, and that we respond in a timely manner. Not much beyond that.
We've started looking into chat features as well though since they're available.
We've started looking into chat features as well though since they're available.
Recommendations to others considering the product:
Pay attention to integration options, this will be a key software for your support team and having phone systems, chatbots, etc. that work well with it will be vital! Even if FreshDesk says it integrates, maybe check some reviews to make sure it properly does... We can't get it to connect to Jira or RingCentral though it advertises that it should.
Good wrok
What do you like best about the product?
Simplicity,Ease of use and customer suport
What do you dislike about the product?
There should be a little note for the customer to read before submitting the ticket will help the agent gather the info
What problems is the product solving and how is that benefiting you?
Software Error, addition, day to day customer support
Flatfrog Freshdesk
What do you like best about the product?
EASY TO add content, articles.
Please why do I have to add more characters.
Please why do I have to add more characters.
What do you dislike about the product?
15Meg attachment limit. Site needs to have more security levels. Public, Level 1, Level 2, Level 3, then by company. Better integration with a support alias instead of a person's private e-mail address.
What problems is the product solving and how is that benefiting you?
Support, Redundant questions. FAQs.
Freshdesk - Mint
What do you like best about the product?
Its very user friendly. Easy to read,. Self explanatory functionality.
What do you dislike about the product?
Load times on larger tickets.
What problems is the product solving and how is that benefiting you?
Logging customer data and ensuring we are assisting customer efficiently.
Good
What do you like best about the product?
Reponses by the agents are really quicker
What do you dislike about the product?
My problem still unresolved and pending
What problems is the product solving and how is that benefiting you?
None.
Great product, great service
What do you like best about the product?
Ease of use and implementation. We were up and running in less than 1 month plus the support that we've received post being live has been really very good too.
What do you dislike about the product?
I still find the customizations to be challenging, we want to deploy 3 different portals with different information on each (based on user group). Organizing for that has been a challenge.
What problems is the product solving and how is that benefiting you?
Lack of visibility into process flows, work queues, capacity.
Easy to track and manage customer queries
What do you like best about the product?
Best way to get in touch with clients and track status of the client queries,Chat to give them instant response
What do you dislike about the product?
UI can be improved and no chat option for mobile app freshdesk a great drawback
What problems is the product solving and how is that benefiting you?
addressing clients queries,answering them providing solution and keep track over the query status
Recommendations to others considering the product:
chat option can be added for mobile app
Good product
What do you like best about the product?
Agent performance, detailed reports and customer satisfaction reports
What do you dislike about the product?
There is nothing to dislike in the fresh-desk
What problems is the product solving and how is that benefiting you?
We give complete resolutions to the customer time to time without hesitation.
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