Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Excellent Support for Our Support Portal
What do you like best about the product?
Quick, reliable, accurate and honest responses to tickets. Typically within 1 business day
What do you dislike about the product?
Some features that worked on the old version of the site do not work in the new one. Mostly ease-of-use features like canned responses inserting at the end of a ticket versus where the cursor is located
What problems is the product solving and how is that benefiting you?
Use their portal as a communication tool between our customers and the staff here. Also a log and tracking info for that communication
Great Service All Around
What do you like best about the product?
Quick response times to issues.
Cost effective solution as compared to alternatives.
High level of personalisation.
Cost effective solution as compared to alternatives.
High level of personalisation.
What do you dislike about the product?
The Reporting features could be tweaked a little, so that we don't have to use a third party software to obtain the data that we require.
What problems is the product solving and how is that benefiting you?
Primarily used for customer contact queries. As compared to our previous CRM software, Freshdesk is way ahead in terms of us being able to customize it for what we need.
Recommendations to others considering the product:
NA
Good organisation of your tickets and great service when having problems
What do you like best about the product?
The ease of distributing the different tickets to different colleagues
What do you dislike about the product?
The older version was a little bit more clear, you had a better overview, but I don't know why I have that feeling
What problems is the product solving and how is that benefiting you?
The problem solved by Freshdesk was the problem of not having an direct overview concerning the mails received and treated in our company. Also when someone is sick and therefore not coming to work, we still have the ability to treat his/her mails.
A Simple but yet powerful product.
What do you like best about the product?
Simple Design and lots of customization option make the fresh-desk a more powerful tool.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
Easy to setup and ready to go like solution.
Most of the settings are easy to customize.
Scoreboard provide a healthy competitive environment.
What do you dislike about the product?
Admin option can be simplify to provide better flexibility.
Reporting can be improved.
Reporting can be improved.
What problems is the product solving and how is that benefiting you?
Basically its helps to organised ticketing and help to achieve the business goals.
Easy to organised and maintain ticketing.
Easy to organised and maintain ticketing.
Recommendations to others considering the product:
A easy to use stuff, and continuous improvement of fresh-desk, provide a good solution overall.
Best Customer Support Solution
What do you like best about the product?
It's ability to handle customer calls, chats and emails.
What do you dislike about the product?
The amount of processing power it requires on an individual computer, requires Core i3 or better.
What problems is the product solving and how is that benefiting you?
provide support and service effectively with the help of the Freshdesk
Recommendations to others considering the product:
Go for it.
It is the best web based app I have seen ever
What do you like best about the product?
Email queue, report, notification, etc...
What do you dislike about the product?
In the email, senders name not showing.
What problems is the product solving and how is that benefiting you?
IT Support, it is better to having remote screen connectivity option with email link to connect quickly
Recommendations to others considering the product:
Good for all corporate companies
New Freshdesk user
What do you like best about the product?
Ease of seeing tickets. the main dashboard is nice.
What do you dislike about the product?
Needs a better knowledge base and a way to customize a dashboard just for one person.
What problems is the product solving and how is that benefiting you?
ticket management. evaluating productivity.
Recommendations to others considering the product:
I would like to be able to have a customization dashboard just for me.
Freshdesk-Great Product. Great Service
What do you like best about the product?
They are a selling a customer support tool and they prove they know what they're doing by offering their customers great costumer service.
What do you dislike about the product?
While Freshdesk has a great product that works for many clients, it is sometimes difficult to customize exactly the way we would like it if it were a home grown product.
What problems is the product solving and how is that benefiting you?
Freshdesk has added accountability to our department.
The metrics provided by this product make it very easy to pinpoint strengths and weaknesses.
The metrics provided by this product make it very easy to pinpoint strengths and weaknesses.
Recommendations to others considering the product:
Take advantage of their support. Email, phone, and live chat are available and the agents are easy to work with
My review
What do you like best about the product?
Consistent, straightfoward functionality.
What do you dislike about the product?
Not obvious way to impersonate other users as admin.
What problems is the product solving and how is that benefiting you?
Very helpful in managing workflow.
Great service.
What do you like best about the product?
Great service for providing support to our customers. Works great, does the job.
What do you dislike about the product?
There are some problems with the application while there is a transition to Mint UI.
What problems is the product solving and how is that benefiting you?
Supporting our customers. Works much better than before... we had an email group instead of real ticketing system.
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