Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FreshDesk Review 20180323
What do you like best about the product?
Fast responses and knowledgeable helpdesk agents.
What do you dislike about the product?
Not getting a clear answer or having to wait for extended periods of time for a wrong answer.
What problems is the product solving and how is that benefiting you?
Primary repository of helpdesk support, including documentation for easy distribution of knowledge.
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
The biggest benefit is that our customer interactions have improved greatly. The time to respond to customer requests is cut in half by utilizing the Solutions and Canned Responses. Very helpful.
Thanks to the Dispatch Settings we are able to Tag each ticket that comes in, which allows us to quickly bring up the support tickets for a specific client and focus on those specific tasks. Also, the ability to filter by user, company, priority, status, and pretty much most of the important fields for customers and/or ticket specifics, is what helps keep tickets from "falling through the cracks".
Recommendations to others considering the product:
I's a great solution if you're looking to be seen as professional and
Outstanding platform.
What do you like best about the product?
1. Search filters make finding ticket data easy.
2. Refreshingly simple to forward emails into an existing ticket (a complicated process with Zendesk).
3. LOVE that email attachments are real file attachments instead of links. We ran into a lot of customer complaints and issues with 3rd party automations when forced to use attachment links in Zendesk.
4. Like having the ability to forward a response in a ticket to a new email address.
5. LOVE than emails look like regular emails, rather than a helpdesk ticket.
6. Notifications make it easy to see new replies to tickets.
7. SLA feature is great.
8. Like the way SLA / custom sub domains are implemented vs Zendesk.
2. Refreshingly simple to forward emails into an existing ticket (a complicated process with Zendesk).
3. LOVE that email attachments are real file attachments instead of links. We ran into a lot of customer complaints and issues with 3rd party automations when forced to use attachment links in Zendesk.
4. Like having the ability to forward a response in a ticket to a new email address.
5. LOVE than emails look like regular emails, rather than a helpdesk ticket.
6. Notifications make it easy to see new replies to tickets.
7. SLA feature is great.
8. Like the way SLA / custom sub domains are implemented vs Zendesk.
What do you dislike about the product?
1. Would like to see more options with workflows. They are a bit simplistic right now.
2. No Salesforce integration for Mint interface yet.
3. Email threads for long tickets can get very confusing. Needs better formatting
4. Would like ability to create dispatchr rules that forward tickets as emails with actual file attachments rather than links.
2. No Salesforce integration for Mint interface yet.
3. Email threads for long tickets can get very confusing. Needs better formatting
4. Would like ability to create dispatchr rules that forward tickets as emails with actual file attachments rather than links.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for all support tasks and it works great.
Recommendations to others considering the product:
Best helpdesk we've ever used.
Is a perfect platform to manage the ticket
What do you like best about the product?
I like the easy is to manage and use Freshdesk.
What do you dislike about the product?
I can’t send a note to a group in any ticket
What problems is the product solving and how is that benefiting you?
We organize the issue
Recommendations to others considering the product:
Is a excelent platform
Better than Zendesk, but finicky at times.
What do you like best about the product?
- Data reporting
- Flexibility
- Outbound email
- Flexibility
- Outbound email
What do you dislike about the product?
- Tends to have a few bugs here and there
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer service ticketing. We have multiple channels (and brands) that funnel into our Freshdesk system. As a dual-sided marketplace (similar to eBay), the outbound email functionality and ability to create dispatcher rules has been critical.
Recommendations to others considering the product:
Zendesk was always trying to upsell you on features that Freshdesk already has built into their core offering(s). Freshdesk is highly transparent about what you're purchasing and responsive if ever anything goes wrong.
Good, simple software for our small helpdesk
What do you like best about the product?
Freshdesk is easy to use and simple to set up.
What do you dislike about the product?
We'd like to have a little more customization.
What problems is the product solving and how is that benefiting you?
We were trying to use JIRA and Filemaker databases for our small internal helpdesk, and nothing ever worked the way we needed it to. Freshdesk solved all our problems and gave our IT staff and users they support a much better experience.
Recommendations to others considering the product:
Try the trial version first. It's very easy to get set up and take for a test drive. Also consider looking at their FreshService product.
Great tool for keeping track of issues and follow ups with clients
What do you like best about the product?
The dashboard is great for looking at an overview of your pending items and in order of the last conversations. I like that I can filter by the unresolved tickets and use that basically as a tool to follow up with clients and address issues in a timely manner. I also like the automated emails we can create so client knows it was received and the canned responses which help save time.
What do you dislike about the product?
The only thing I wish would improve was the reporting tool. As a manager, I want to look at the overall performance and analyze the most common issues we see. Using the tags is helpful but since we cannot select all of them at once, it makes it hard. I wish there was a way to include all tags into a report so you can monitor your most common issues and address them as a company, especially when you have multiple agents. Also, i think the look and feel of the conversations can improve so you don't lose track of what was the last communication and its easier to read.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for escalation from clients. It helps us classify by the department and keep track of the issues to make sure these are being resolved and also maintain the history of what was done.
Great Support Experience
What do you like best about the product?
Speedy response time. Well trained, knowledgeable agents, and fast resolution time.
What do you dislike about the product?
Nothing to complain about. Thus far the system works great for me.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing platform, with good reporting to monitor agent activity
Freshdesk works great.
What do you like best about the product?
It's full of cool features and the support is quick to reply.
What do you dislike about the product?
The price. There should be more options available for the monthly plans.
What problems is the product solving and how is that benefiting you?
It provides an extensive control of our activities and replaces very successfully the use of e-mails back and forth to solve a problem.
Recommendations to others considering the product:
It's really worth trying Freshdesk.
Fantastic experience
What do you like best about the product?
Freshdesk offers a simple to use, friendly and engaging platform that our team here use constantly. If we have any questions, the online support is out of this world. From simple online chat to screen sharing and talking to the helpdesk team, the Freshdesk team are outstanding, giving simple explanations they are able to keep up the level of service our customers expect.
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
What do you dislike about the product?
Freshdesk need to remove the auto archiving function.
What problems is the product solving and how is that benefiting you?
We record all communication with customers and their issues.
Awesome!
What do you like best about the product?
Patience while you observe. Solutions are fit to the customer expectations. Ticket registered against the customer one who speaks and following till closure is of the best idea.
What do you dislike about the product?
When you don't understand what user says. The rare issue which we use to face is, tickets get delayed in hitting the freshdesk and as of that, we lose our image. It would be really great if you let us know with a pop-up or error message so that we can find an alternative way.
What problems is the product solving and how is that benefiting you?
Client issues.
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