Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Really Good!
What do you like best about the product?
Well, its really good to have a control of your issues of your customers
What do you dislike about the product?
Nothing! everything is good! Works nice.
What problems is the product solving and how is that benefiting you?
Solve issues
Easy, Intuitive and Easy to Use
What do you like best about the product?
I love the automation abilities and knowlegebase because when set up correctly, it provides an incredible user experience.
What do you dislike about the product?
The customization of the portal isn't as easy and difficult to get support with.
What problems is the product solving and how is that benefiting you?
Moving business development away from supporting clients and to focus on sales activities; delegating the support items to appropriate operational staff.
Recommendations to others considering the product:
More themes available for free for branding purposes.
Improved API
What do you like best about the product?
The constant updates and improvements. Always great to see new and upcoming development.
What do you dislike about the product?
Rarely, but sometimes there is a lack of response from FreshDesk.
What problems is the product solving and how is that benefiting you?
Custom applications are necessary in our framework. It is nice to be able to improve our portal to meet our needs.
My first time requesting assistance
What do you like best about the product?
They are amazing. They responded so quickly and took care of the issue right away. I have never had support from a company be so responsive.
What do you dislike about the product?
Nothing. They are great. There is nothing I would change. I have only had to call in once but the experience was superb.
What problems is the product solving and how is that benefiting you?
I was setting a support site within freshdesk for my clients. It was very easy yo do and it looks so professional.
Excellent application that meets our business needs!
What do you like best about the product?
Web based application that is separated from our internal systems, so on the rare occasion we have an internal issue our customers can still reach us for support! The web app GUI is easy to navigate and the mobile platform is great for in the field!
What do you dislike about the product?
Originally has a few issues with seeing tickets in a manner that was best for us, but Freshdesk has made that customization now...so really no complaints at all!
What problems is the product solving and how is that benefiting you?
Allows us to use the application for basic CRM as we on board customers and then quickly be notified of support needs.
Recommendations to others considering the product:
I would give this product serious consideration for your use. Their support has been fantastic any time we have a question, recommendation or concern.
Really good support platform, especially while working amongst multiple teams
What do you like best about the product?
The UI is pretty customisable and responsive. Furthermore, working between several support teams is really convenient.
What do you dislike about the product?
The platform offers extremely limited data reporting
What problems is the product solving and how is that benefiting you?
Providing support for our Marketing Intelligence platform. Freshdesk allows us to operate our entire support apparatus, internally and externally
if it works fine, its fine. But come features are not working
What do you like best about the product?
- inuitivity of the page
- admin
-solutions
- admin
-solutions
What do you dislike about the product?
- features like 'merge tickets' aren't working smoothly
- phone connection goes down without detectable reason
- process on FWD emails and / or bringing a third party into the ticket is a nightmare
- phone connection goes down without detectable reason
- process on FWD emails and / or bringing a third party into the ticket is a nightmare
What problems is the product solving and how is that benefiting you?
- Return Management
- Customer Service
- Customer Service Hotline (phone)
- FAQ page onsite
- Customer Service
- Customer Service Hotline (phone)
- FAQ page onsite
Great helpdesk software that's simple to use
What do you like best about the product?
Easy to manage and use. Keeping clients informed of the progress of a ticket is simple.
What do you dislike about the product?
No way to assign time spent on a ticket.
What problems is the product solving and how is that benefiting you?
Allows us to manage support across many clients and at the end of the month, we can get a report of tickets per client for billing.
Easy to use
What do you like best about the product?
I love the automations options and every way to integrate with freshdesk. And I love freshdesk support team! They are amazing.
What do you dislike about the product?
There are some labels, e-mails and options there are only in english and are not accessible to change. The reports need some improvements and customization options.
What problems is the product solving and how is that benefiting you?
Answer and catalog customer e-mails in a lower time.
Automation is very useful. Managing the global team is also helpful and easy
What do you like best about the product?
Automation. Dispatchr, observr, supervisr
What do you dislike about the product?
Lack of more intelligence in automation.
What problems is the product solving and how is that benefiting you?
managing user tickets, consolidating support efforts
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