Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Excelente support
What do you like best about the product?
Very friendly and excellent support. We only had 1 problem yesterday, and we received immediate support.
What do you dislike about the product?
Upon now, everything has been very good with the service received. No comments.
What problems is the product solving and how is that benefiting you?
Organize clients requirements and assign responsibilities to our agents.
Excellent service
What do you like best about the product?
Support is always available and has quick turnaround
What do you dislike about the product?
Nothing important to mention here - overall happy
What problems is the product solving and how is that benefiting you?
Better support to our customers
Good ticketing software
What do you like best about the product?
The possibility to create a ticket, take care of all the request of our clients all in the same, easy and intuitive platform.
What do you dislike about the product?
The view of all the tickets we have, sometimes it is a little confusing.
What problems is the product solving and how is that benefiting you?
The customer service ticketing for our client's needs.
Recommendations to others considering the product:
It's easy to set and it's a good way to tracking all the needs of your client
A great helpdesk solution
What do you like best about the product?
Freshdesk is simple to set up, the interface is easy to navigate around and the support (if and when you need it) is available quickly.
What do you dislike about the product?
The only part I dislike is that it creates "customer accounts" for you when somebody emails.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
What problems is the product solving and how is that benefiting you?
The ability to log an IT problem, which will be picked up by myself or another support agent.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
Satisfied with the services and features provided by Freshdesk.
What do you like best about the product?
Using Freshdesk for the last 5 years provides features that are not available with Gmail or Outlook, and we are getting all of them here.
What do you dislike about the product?
Reports are being generated the next day, but they should be generated hourly, or at least one report should be available at the end of the day.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
What problems is the product solving and how is that benefiting you?
Distribute emails to agents equally and then check the performance. Sort the emails according to the query raised and then finalize the key areas to work upon. With ticket IDs, it is easy to track a case.
Very happy experience
What do you like best about the product?
Customer service was really good for the job tell
What do you dislike about the product?
Nothing at all to say bad about the service
What problems is the product solving and how is that benefiting you?
Ordering
I found it easier to set up and stuff going then Zendesk
What do you like best about the product?
It was easier to set up and has a good feature set.
What do you dislike about the product?
Portal customization should have a WYSIWYG editor.
What problems is the product solving and how is that benefiting you?
We run a plumbing service company. We use it to track incoming customer requests. So we don’t forget about them and handle them in an organized way.
Easy to use tools and GREAT customer service
What do you like best about the product?
Easy to pull reports and customization. I love the canned response tool as well as the solutions tab. Our company uses both of these to help train new hires and keep the staff up to date on new product.
What do you dislike about the product?
Can sometimes run a bit slow, or tickets remain 'open' even once they've been handled, but issue is eventually fixed once reported. Also, when searching for a specific canned response or solution with a keyword, the article or response does not always populate with the keywords entered.
What problems is the product solving and how is that benefiting you?
We're able to follow agent activity easily and can resolve scheduling issues accordingly using the information provided
Recommendations to others considering the product:
Take the time to go through everything it has to offer. Some admin reports or tools may be a bit technical, however they're very beneficial if implemented correctly.
Allows teams to collaborate and track KPI's efficiently
What do you like best about the product?
I like that I can leave notes, respond, make canned messages, and track client satisfaction easily. I was able to use Freshdesk with little to no training, and the updated UI/UX has only made that better.
What do you dislike about the product?
I wish that blocked messages would not be tracked in KPI's as they are blocked for a reason. Also, the help center, where you create articles is not very attractive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to connect with our client, support them, and make sure we are accountable for the SLA's that we promise.
Fully Featured Support Platform With Great Support
What do you like best about the product?
The support is always friendly, helpful, and patient. And when you have a platform as ambitious and progressive as FreshDesk, things change, and questions come up. So having that support is key.
What do you dislike about the product?
The recent login issues with the change to FreshWorks have been tough. Trying to login to both FreshSales and FreshDesk have seen some growing pains.
What problems is the product solving and how is that benefiting you?
This platform runs our ticketing system and interactions with our clients, which is not something we take lightly. We need a fully featured and capable platform and FreshDesk delivers!
Recommendations to others considering the product:
Learn how to set it up properly with integrations and custom fields before using. Build in time to setup and train your staff.
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