Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Has been good
What do you like best about the product?
The response time is super-fast and so is resolution time.
What do you dislike about the product?
Nothing that comes to mind as of now....
What problems is the product solving and how is that benefiting you?
-Measuring the quantum of work
- Accountability
- Accountability
We use freshdesk for our volunteer IT support
What do you like best about the product?
Simple to use and set up. The support team are great too.
What do you dislike about the product?
Sometimes it's inflexible to change and tailor to our needs
What problems is the product solving and how is that benefiting you?
Increased security of info, keeping everyone updated with current position on tickets and tracking back.
Good enough
What do you like best about the product?
Freshdesk does its job very well, we can reply to tickets and chats.
What do you dislike about the product?
- It's difficult to work with reports
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
What problems is the product solving and how is that benefiting you?
Resolving tickets and chats
Writing articles
Writing articles
User-friendly
What do you like best about the product?
Easy to use and it will be more helpful for handling end users in a proper way.
What do you dislike about the product?
Nothing much to dislike about the feature of this product.
What problems is the product solving and how is that benefiting you?
Solving/Clarifying the end users queries.
Easy and flexible solution that you didn't know you needed!
What do you like best about the product?
The automation tools make organization easy. You can categorize, assign, or add tags all by the content in the ticket.
What do you dislike about the product?
They hide the spam tickets. When I was setting up the process, I didn't realize my "test 123" messages were marked as spam and hidden.
What problems is the product solving and how is that benefiting you?
Prior to Freshdesk, all help emails were sent to people's inbox. Coordination and tracking when responses were due were a pain and led to extra work. Freshdesk takes all of those pain-points away. Now everything is categorized and assigned and not lost in everyday email.
Recommendations to others considering the product:
It's an easy setup that will help streamline your support flow. You'll save time to make up the setup time very quickly.
Customer Support Made Easy
What do you like best about the product?
Our customers can quickly and easily create tickets by emailing in, we have the ability to track tickets, search by email or name, and manually create a ticket without assigning it directly to an agent (new feature!). I like the ease of creating knowledge base articles.
What do you dislike about the product?
With the new look, you can no longer resize images that are pasted into the body of your reply email. You used to be able to drag a corner and resize. It's a very simple feature that doesn't make a huge impact to most, I'm sure, but in customer support we are dropping in screenshots all the time. The lack of resizing capability is an annoyance. While the knowledge base articles are easy to create, editing them can be a nightmare! We paste as plain text, but even then adjusting font or making the bullets look nice can be very time consuming.
What problems is the product solving and how is that benefiting you?
Our main goal for Freshdesk was to use it for customer support. Freshdesk has been a huge help in streamlining our support processes.
Excellent Support - GReat Software
What do you like best about the product?
The tech support help me during all the implementation and configurations to get the software ready like SaS in his systems, very good knowledge base and software works as expected
What do you dislike about the product?
Since this is SaS, sometimes is good to get more access to backend configurations related to the instance or other not available customizations, but all worked as expected
What problems is the product solving and how is that benefiting you?
ADFS and SSO with custom portals
Recommendations to others considering the product:
Great software, great support, they guide us during entire implementation
Good, Fast, Amazing support
What do you like best about the product?
They understood me correctly for what I wanted. My problem was answered so fast.
What do you dislike about the product?
Nothing really I've dealt with the freshdesk support and never have I disliked anything.
What problems is the product solving and how is that benefiting you?
Easy comprehension of what need to be done for our day.
ex; The way that freshdesk show you your open ticket and the easy to read interface is just time saving for us.
ex; The way that freshdesk show you your open ticket and the easy to read interface is just time saving for us.
Recommendations to others considering the product:
I recommend because.
- easy to configure
- great support if you have any questions
- love fresh and up to date
- much much more...
- easy to configure
- great support if you have any questions
- love fresh and up to date
- much much more...
Freshdesk
What do you like best about the product?
Freshdesk is always making updates to enhance their product. I've been using for 5 years and the primary manager of the application. Few flaws and very simple to use.
What do you dislike about the product?
No dislikes I can think of at the moment.
What problems is the product solving and how is that benefiting you?
We need to be able to track issues by client and ensure all the troubleshooting and resolution takes place in a timely matter that can be accessed by several internal people so Freshdesk allows us to ensure this happens our customer support team.
Freshdesk inspires us to give better customer service every day
What do you like best about the product?
It's easy to reach out to Freshdesk whenever we need help.
What do you dislike about the product?
Occasionally, Freshdesk spam filters are too strong. However, they have an option to have it disabled.
What problems is the product solving and how is that benefiting you?
We receive hundreds of emails on a daily basis, we needed a support system that would classify emails in priority where each ticket can be assigned to different agents or departments. The main benefit of Freshdesk is that it is really easy to manage emails
Recommendations to others considering the product:
Save yourself the trouble and simply choose Freshdesk
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