Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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great
What do you like best about the product?
the speed of response layout and qulaity of the process flows
What do you dislike about the product?
not alot really if i was being critical some of the automation set up could be easier
What problems is the product solving and how is that benefiting you?
it support logging we good reporting
A very supportive team behind Freshdesk
What do you like best about the product?
We've only been using Freshdesk for a few months now. Though the support we have received on problems and questions has been really good. Both on our Trial, where we didn't pay and on our payed license.
I like that we always have the same person helping us in case we need assistance.
I like that we always have the same person helping us in case we need assistance.
What do you dislike about the product?
So far we haven't stumbled upon anything to dislike yet.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
Though it would be nice to have special prizes for organisations such as ours which has limited funds. We are an organization located in Belgium that helps people in need. It spans a great number of topics, such as helping people that need housing; people that are in need of someone to talk to etc.
We are unfortunatly not a registered NGO... so we couldn't apply for the special prizes. They did try to come halfway with a small discount however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for our own ICT department. To help our employees within our organisation with all IT related questions and problems.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
The use of Freshdesk made it possible for us to work efficiently and with more structure. I could say it made our work a little bit easier.
Recommendations to others considering the product:
Depending on your needs you'll have the option to choose the correct payment plan. We're currently going with the Blossom plan which meets most (nearly all) of our requirements.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
The price isn't bad at all. Though like mentioned in my revieuw, it would be helpfull if they made it easier for organisations such as myself to have a different price. Regardless of being a registered NGO.
If we could we would love to go on a higher payment plan. Though for us the price for the Estate plan for example is just too expensive.
Automated Rules + Supervisor Options + Reporting + Employee Accountability + Badges = A+
What do you like best about the product?
Held staff of a "common/shared" email address accountable for their "actions" or "lack of".
What do you dislike about the product?
Global pricing regardless of Agent role.
What problems is the product solving and how is that benefiting you?
Addressing problems: Accountability addressed overall with respect to answering/ignoring customer inquiries, automation rules to archive, forward, tag, assign any incoming email to the respective internal teams, visibility to "weaknesses" when responding to incoming emails/"tickets".
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Recommendations to others considering the product:
Recommendations:
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
Great features and support to go with it
What do you like best about the product?
The ability to add multiple phone numbers for $1/ea/mo makes expanding the system for multiple locations very easy. The rules to route tickets by are straightforward and easy to configure.
What do you dislike about the product?
The API is very limited, making it difficult to communicate with external systems. And the voice prompts for the phone system are fairly limited, too.
What problems is the product solving and how is that benefiting you?
We are using it to capture quote requests and follow up with contacts to answer their questions before purchasing.
Freshdesk is a great tool for customer support across mutiple teams
What do you like best about the product?
Records conversation and making tickets to quickly update other members of the team about what is going on. Easy to keep track of your tickets and update them when needed
What do you dislike about the product?
The app for the Iphone does not seem as user friendly using as the web browser. It is tough to make a call or bring up the call history as you can in the web browser.
What problems is the product solving and how is that benefiting you?
Taking lead calls and customer calls on a variety of different issues for running a behavioral mental health practice. It helps organize all incoming requests in a way where I can priorities tickets based on urgency.
Recommendations to others considering the product:
If you have questions, utilize their support team who is extremely responsive and can custom make a lot of features to better suit needs
Easy to use ticket system for support
What do you like best about the product?
Freshdesk is extremely easy to use. No training needed.
What do you dislike about the product?
The reporting capabilities are fairly basic. Would like to run more robust support reports.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to track our tickets and offer a self-service helpdesk.
The best support software I've used
What do you like best about the product?
It's ability to easily handle multiple tickets, with constant updating, and ease of use.
What do you dislike about the product?
Some of the built in metrics and features and just not usable.
What problems is the product solving and how is that benefiting you?
Vastly increased management of open support tickets.
Freshdesk has been a very effective support ticketing system for us
What do you like best about the product?
- Simple, straightforward interface.
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
- Easy for our customers to use.
- Excellent uptime.
- There are some useful reporting tools
- Nice view filtering options
- Good technical support
What do you dislike about the product?
- Combining/merging tickets can be a bit messy at times
- No way to clear email address blocks other than to contact FD tech support
- No way to clear email address blocks other than to contact FD tech support
What problems is the product solving and how is that benefiting you?
Effective tracking of customer submitted issues, and effective communications with customers
Great product but needs some work
What do you like best about the product?
The ticketing function is great. Its easy to file tickets and interact with customers. Its also really easy for clients to view their tickets online. Just be aware that the product is really good for companies that have simple interactions. It becomes cumbersome with interactions like we have that often last longer. The Knowledgebase and Forums also have good functionality.
What do you dislike about the product?
My biggest complaint is reporting. There should be an intelligent reporting engine like other comparable systems have. There is no reporting on the knowledgebase, AT ALL. You can see how many views a solution has but you can't report on that information. You also cannot report on forums or easily see who is subscribed to one. As for the ticket reporting, the filters are lacking. I end up having to export the data that I can get and do my reports in Tableau.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
Another area that is sorely lacking is Customer management. The SF integration needs to be improved so that you only integrate actual customers and not every org in the system. Once all the orgs are in FreshDesk, we need to be able to search on them and do global updates. There should also be a duplicate search/merge function. All of these things are making me consider switching products.
What problems is the product solving and how is that benefiting you?
Providing customers with an easy way to contact us and interact with us on new and existing tickets.
Recommendations to others considering the product:
Be careful if you have longer involved ticket interactions.
Easy to use and user friendly
What do you like best about the product?
GUI it's at very best when we compare with another helpdesk available in the market.
What do you dislike about the product?
I don't like the Mint Version which has a lot of bugs.
What problems is the product solving and how is that benefiting you?
Track a record of service desk and follow it accordingly.
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