Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Sufficient service
What do you like best about the product?
I like the ability to tag the status of tickets, such as waiting on customer.
What do you dislike about the product?
When going in and out of the ticket lists, it would be good to have it return to the place on the list where I was previously so I don't have to scroll.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
Also, when inserting solutions and links, they should appear where the cursor is, not at the bottom of the reply.
What problems is the product solving and how is that benefiting you?
Keeping on top of all support communications in a timely way.
Nice to look at a few faults
What do you like best about the product?
Nice to view ticket screens and follow on from the dashboard
What do you dislike about the product?
Lack of quality reports, view options limited
What problems is the product solving and how is that benefiting you?
A place to store our queries
Recommendations to others considering the product:
Trial for a month. There are a few aspects which have failed to meet expectation.
Fast response
What do you like best about the product?
Patient tech support, they are good at explaining things easily understoo it the 2nd time around
What do you dislike about the product?
The need to elaborate more. I explained it already once so Its better if the tech cn understand the first explanation but no offense the ghe understand the 2nd time around
What problems is the product solving and how is that benefiting you?
Tech Support Dashboard Application for the company using this since I'm their Intern
Good customer service
What do you like best about the product?
Anytime I have an issue they resolve it quickly.
What do you dislike about the product?
Slightly difficult to work with to customize for our use.
What problems is the product solving and how is that benefiting you?
We use to coordinate our customer tickets. It works very well for allowing them access to viewing the status of their tickets.
Connect with your customers in the fastest way!
What do you like best about the product?
FreshDesk allows you to connect with the customers through many channels as email, chat, social network (twitter, facebook) as well as track the ticket management until resolution, even providing knowledge data base and reports capabilities. FreshDesk also has SLA's management in order to have a better control of the attention time when is escalated a ticket. Another of the features that I really like is the integration with your own website as you can make your customers be able to open tickets from your own web page. One of best features is the access as an agent to you main board using the mobile apps available for Android or Apple, so you can access from anywhere and have control of your tickets.
What do you dislike about the product?
The reporting in the Sprout plan is very limited as well as some security options like the helpdesk restriction.
What problems is the product solving and how is that benefiting you?
The communication with the external customers is one of the issues that have been solved with FreshDesk as we have other comm channels and the information is automatically converted into a ticket which is traceable and manageable. The customers also have access to a wide knowledge base where they can consult and solve most of the issues they were contacting to our contact center before.
Fresh Desk - helpdesk software
What do you like best about the product?
Fresh desk turns your customers emails to help desk tickets automatically. To ensure you don't miss any important emails from long standing customer base. Allows us to track and follow up on our customers and agents efficiently and in a timely manner. We do not lose valuable time and follow up with customers within 24 hours to ensure customer satisfaction stays high.
What do you dislike about the product?
It's a little confusing at first to understand all the features. Need to stay on top of the implementation process to ensure you are up and running with 48-72 hours. That way your business stays up and running without much disruption. Keeps your customers happy and will stay customers
What problems is the product solving and how is that benefiting you?
Ensuring all emails are not lost and we retain all back up information / email from our customers.
Recommendations to others considering the product:
Review all the available features. Do a trial period.
Great Freshdesk Service for our business
What do you like best about the product?
With Freshdesk, if I have a question I can either find a solution through their support portal or I can instant message someone anytime and I always am able to get an answer.
What do you dislike about the product?
I have not really had any issues that have not able to have been resolved.
What problems is the product solving and how is that benefiting you?
The support side of our product. So we can house the tutorial videos and HOW TO and FAQ's on freshdesk.
Recommendations to others considering the product:
We looked at various help desk tools and Freshdesk came highly recommended to us and I would recommend it.
Great support!
What do you like best about the product?
Overall responsiveness through the chat channel has been outstanding.
What do you dislike about the product?
Some of the report building functionality could be improved.
What problems is the product solving and how is that benefiting you?
Supporting a large network of retail locations through a single team. So far, we have gained 30% in team efficiency.
We needed a ticket platform with APIs to integrate with our own custom webapplication
What do you like best about the product?
The user interface is very easy and quick to learn to use, even the basic plan is feature rich enough to provide the core support functionalities, Plus, the Freshdesk APIs were available even for the free plan, and complete enough to let our applications register new bugs/incidents automatically without the user having to do anything
What do you dislike about the product?
We didn't fully try the top plans, so we're not able to make comparisons, but so far there are no issues to complain about
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our end users had to write an email whenever an application error occurred, now the app itself creates incident tickets automatically, sparing us from having to go through long email conversations.
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Great open and agile support system
What do you like best about the product?
It takes 10 min. to introduce for 1 level supporters
What do you dislike about the product?
Agents are to divided - need to work in teams.
What problems is the product solving and how is that benefiting you?
Support in large non-profit festival in denmark, with 60.000 guests and 14.000 volunteers.
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