Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Excellent product and exemplary customer service!
What do you like best about the product?
You can customize the product according to what you really need it for. It is very intuitive to navigate.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
When your current plan does not satisfy your needs, just give them a call they will provide you either a workaround or will tell you if they have a better plan that does what you need to accomplish.
What do you dislike about the product?
I didn't like the fact that I can not do "selected contacts" for articles to be viewed only ( I am using Garden plan right now), which should be done very easily). For example if I have two different type of users from the same company and I want one user to see some articles and the others to see some other articles, I can not do that without creating two companies with two types of users of the same company.
What problems is the product solving and how is that benefiting you?
Providing help and receiving feedback from our users. We use it for both product development purposes as well as for client support.
Freshdesk makes it possible
What do you like best about the product?
Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!
What do you dislike about the product?
You cannot attach or insert a solution into a new "email".
What problems is the product solving and how is that benefiting you?
We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.
Good support software tool for B2B.
What do you like best about the product?
The scenarios.
What do you dislike about the product?
Can’t easily customize the portal.
What problems is the product solving and how is that benefiting you?
Customer suppory
Recommendations to others considering the product:
Better reporting customization
Excellent service and post-sales support
What do you like best about the product?
Excellent post-sales support, immediate feedback through on-site chat
What do you dislike about the product?
Sales process wasn't the most straightforward
What problems is the product solving and how is that benefiting you?
Android app customer service
Excellent application, fast, reliable, flexible and affordable
What do you like best about the product?
This application offers everything a Helpdesk needs, and plus. The major strengths are the multilingual aspect of the client portal (we are an international business), the knowledge base, the SLAs and business hours management, and the numerous possibilities for branding and customization.
What do you dislike about the product?
Although very responsive with their support when there is a serious issue, it can take a long time before some issues are addressed when they are not critical. I realize we all want features and vendors cannot satisfy everyone, but we wish we could have the equivalent of the Freshdesk Jira interface but for TFS. One of the problems of software development support is escalation to Development and synchronizing the helpdesk with the application used by the developers.
What problems is the product solving and how is that benefiting you?
We solve installation, configuration, integration of software products that we develop. The benefits for us is tracking all of our customers issues and needs, communicate with them via our forums, offer self help through the knowledge base, ensure we respect SLAs, support different business hours, serve customers in their language, monitor the Helpdesk activities via a comprehensive Dashboard, generate list of tickets, reports, and much more.
Recommendations to others considering the product:
Be a good consumer and take a look at what is available on the market; make sure you base your decision on what is currently offered by any vendor rather than what they promise they will "soon" offer. As far as we are concerned, going with Freshdesk was the right move and chances are we would make the same choice again, although we have not probed the market lately.
Sleek, and smooth ticketing environment, good support
What do you like best about the product?
The look and feel of the GUI is nice. It takes some getting used to but once you get comfortable it's pretty great to use.
What do you dislike about the product?
There's some strange limitations with things like ticket merging, and we've got an ongoing issue with duplicate tickets being created for the same issues, but other than that I'm liking it.
What problems is the product solving and how is that benefiting you?
We've been able to better track our ticketing. There are still some features we're figuring out how to use, but what we have so far seems good.
Recommendations to others considering the product:
If you're looking for something with a nice UI and powerful tools for tracking and organizing tickets. Do take the time for your team members to familiarize themselves with all the features.
Most amazing support ever!
What do you like best about the product?
Listen to my problems & don't dismiss me
What do you dislike about the product?
Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.
What problems is the product solving and how is that benefiting you?
We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.
Recommendations to others considering the product:
They listen - so speak up if something isn't working right or you need help setting things up. They are awesome!
Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
Excellent support
What do you like best about the product?
The simplicity of the setup and immediacy
What do you dislike about the product?
That not all parts and supports are in Italian
What problems is the product solving and how is that benefiting you?
We use it for customer care
Short and very helpful
What do you like best about the product?
The fact fact that my problem was fixed very fast.
What do you dislike about the product?
Spam emails after contacting the help desk.
What problems is the product solving and how is that benefiting you?
social media and website complaint answering and analysis.
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