Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Needs work
What do you like best about the product?
Chat support
What do you dislike about the product?
There is always a bug. As soon as something is fixed, something else goes wrong. It takes several weeks for bugs to be fixed.
What problems is the product solving and how is that benefiting you?
We are able to review our ticket trends and volumes
Great bang for your buck
What do you like best about the product?
Freshdesk is easy to learn and the mobile app makes it easy to respond to inquires "on the go".
What do you dislike about the product?
The helpdesk site will go down 1% of the time, but is usually back up in little to no-time.
What problems is the product solving and how is that benefiting you?
We're able to log and track issues easily. Its has been critical for our business and allowing multiple agents to use monitor incoming inquiries.
Recommendations to others considering the product:
I would advise users to try the product out and to reach out to their company if you have any questions. From experience, companies are very willing to talk to you if you have a genuine interest in what they do and what they can offer.
Flexible and growing helpdesk solution
What do you like best about the product?
Very flexible. Continuous updates. Easy to install and begin using it, but with lot of features if you want to go deep and connect with other apps. For example we use our internal authentication system (Active directory) to authenticate our users into freshdesk and allow them.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
What do you dislike about the product?
Integration with Skype for business and onedrive for business are missing.
Ability to export the knowledge base is missing.
Ability to export the knowledge base is missing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for our users.
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Recommendations to others considering the product:
Freshdesk is the right choice, easy to use and fully customizable.
Good Helpdesk Software
What do you like best about the product?
Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).
What do you dislike about the product?
As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us.
If there is an issue it sometimes takes a while till it is solved.
If there is an issue it sometimes takes a while till it is solved.
What problems is the product solving and how is that benefiting you?
We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).
Nice application for start ups
What do you like best about the product?
Its a good appliacation which can used for start ups for ticketing requirements
What do you dislike about the product?
Cost can be reduced , its quiet expensive , especially the cost of phone calls overseas
What problems is the product solving and how is that benefiting you?
We are using it for movie distribution worldwide
New manager to start up follow the sun support
What do you like best about the product?
What I like when I recently started setting up this project is the online chat to help with questions
What do you dislike about the product?
No all our required functionality is implemented yet, so I would love to make suggestions for future developments.
What problems is the product solving and how is that benefiting you?
We have several offices around the world, we are going to centralize all support tickets through freshdesk.
Freshdesk support
What do you like best about the product?
I love how cross platform support is easily handled with Fresh
What do you dislike about the product?
Notifications, If you are offline till next shift notifications will all pop up when you log in the next day.
HAving to close 1000 notification windows is distracting.
HAving to close 1000 notification windows is distracting.
What problems is the product solving and how is that benefiting you?
Help desk, client support
Recommendations to others considering the product:
Freshdesk is all in one tickets and customer service platform.
Freshdesk is Great but Lacks Organization
What do you like best about the product?
There are many underlying functions that can be performed in Freshdesk that allow for great cross-departmental communications. Issues are easily tracked and driven towards solutions.
What do you dislike about the product?
Freshdesk is very unorganized and messy if not properly rolled out to a company/enterprise. The depth of Freshdesk calls for many superusers that must know the functionality and capabilities this tool has to offer.
What problems is the product solving and how is that benefiting you?
Customer Concerns, Hardware and Software Customer Issues, EHR Credential Request and Revocations, Compliance Policy Adherence
Fresh Desk Support
What do you like best about the product?
The simple and easy to use. You can customize canned responses easily. The support folks are swift to respond and easy to talk to.
What do you dislike about the product?
Could have sent more details of the last update earlier. The new version needs a bit of getting used to. I still find myself using the old version more often.
What problems is the product solving and how is that benefiting you?
Customer service and Technical support queries.
Recommendations to others considering the product:
Freshdesk is considerably easy to use than other platforms that I have used before. Canned responses are easily made to increase productivity and reply time on queries. Customer service are quick to respond to any query that you might have with the platform.
Great Help
What do you like best about the product?
The friendliness of the support team. They were always there to help and had fast responses. When I submitted a request they always had a fast answer which I definitely appreciated a lot. They always treated me like I wasn't a task they had to perform and get paid for. They treated me like a friend. It was hard to give them bad feedback if they couldn't answer a question because I knew that they could. It could be me not giving them enough information sometimes but I just always felt valued. They included screenshots of things (visuals) to help out. Although I occasionally didn't get an answer that helped they were still kind and tried their best to be helpful.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What do you dislike about the product?
I didn't like when one of my questions was not answered correctly. It was hard not knowing how to do certain things and some things to set up became confusing and hard to do. The Live chat was hard to understand how to set up.
What problems is the product solving and how is that benefiting you?
It helps me give support for my company to those that experience bugs while playing our games.
Recommendations to others considering the product:
Use this! It is super helpful!!
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