Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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A real asset to customer service!
What do you like best about the product?
The clarity in the admin menu. The decor is really easy and easily implemented without prior technical knowledge.
What do you dislike about the product?
The integration of own telephone systems is not possible via external connections. For this, the own supplier of Freshdesk must be used at the moment.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for customer service inquiries and internal support.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Recommendations to others considering the product:
Especially for the foundation of a new company or brand I can highly recommend FreshDesk. Even if you do not have any previous technical knowledge, the setup is simple and yet includes a wide range of settings options.
Paid support helpdesk system
What do you like best about the product?
User interface is simple and understandable for first time user also.
Everything is online (web-based) so its easy to access anytime anywhere.
Can be integrated with social media also like FB and twitter.
It gives customization capabilities as per requirement.
Everything is online (web-based) so its easy to access anytime anywhere.
Can be integrated with social media also like FB and twitter.
It gives customization capabilities as per requirement.
What do you dislike about the product?
Price(cost) is not suitable for small businesses.
Customer support of freshdesk is not good.
Lots of configuration for custom site.
Customer support of freshdesk is not good.
Lots of configuration for custom site.
What problems is the product solving and how is that benefiting you?
It create ticketing for each query/complaint from customers. Also customers can read FAQ's about service. Agents (employees) can respond to tickets created by customer and take actions accordingly.
Recommendations to others considering the product:
You can use it as ticketing tool for customer support. Price for small businesses is not friendly.
Working with Freshdesk and Freshworks for a while
What do you like best about the product?
Freshdesk implement their systems remotely, and can assist remotely with every question and need. They are available to assist almost always and will give you an estimation to perform the task if it takes a while to perform.
What do you dislike about the product?
Freshdesk strive to perfection. I think that sometimes this can cause a task to take longer, since they wish to make sure what you request will be done the best way. They will never say "No, we can't do that", they will always try their hardest which I appreciate.
What problems is the product solving and how is that benefiting you?
Freshdesk help us consolidate customer support ticketing from two platforms, both in website and app. Never before were we exposed to a variety of options when it comes to filtering service requests, managing queue for our agents, performing actions in bulk, getting accurate reports with which to perform self assessment and improvement. Freshdesk is smooth, clean, efficient and easy to use.
Recommendations to others considering the product:
Make sure you assess your needs correctly, see examples of what Freshdesk can offer, dedicate enough time to implement and experiment and learn the system.
Excellent Helpdesk Plaform
What do you like best about the product?
Ease of use. Method of cascading external inquiries to relevant teams within an organisation. Creating of self-serve solutions articles for customers reference
What do you dislike about the product?
Some field references are kept in separate silo's so cannot be cross references - e.g. company and contact information. Requires CSV download to connect data sets
What problems is the product solving and how is that benefiting you?
Customer support and customer retention - Freshdesk is a key driver of customer satisfaction
Freshdesk is a pretty solid product
What do you like best about the product?
Intuitive UI, useful templates, excellent customer support
What do you dislike about the product?
Initially, I didn't like the fact that all of our customers needed to create Freshdesk accounts in order to view their tickets, but Freshdesk support helped me overcome this obstacle by using public URLs.
What problems is the product solving and how is that benefiting you?
Bridging the gap between customer feedback and our developers.
Recommendations to others considering the product:
Spend at least an hour learning about the admin panel before going live.
the perfect system for our needs
What do you like best about the product?
the easy interface allow us to process our tickets quicly and correct
What do you dislike about the product?
there must be al little more explination how certain reports are proceded
What problems is the product solving and how is that benefiting you?
we are an IT company witch implementes software, freshdesk give us the tools to monitor genereal problems and to plan our resources
Good application
What do you like best about the product?
Great application for business. Nice to have the application which understand the customer and business need.
What do you dislike about the product?
Sometimes rule doesn't work for no reason. With the current experience i can say , application is bit unstable and features stop working.
What problems is the product solving and how is that benefiting you?
Its easy to keep eye on the business, Maintaining report.
Simple and powerful tool
What do you like best about the product?
Ease of use. We use freshdesk to support our clients, integrate with slack and post help articles on our knowledgebase. It is simple for the business to analyse our requirements for support and monitor response metrics.
What do you dislike about the product?
I like most, but if any criticism, I think the app needs a little more work. Notifications aren't updated as tickets are opened
What problems is the product solving and how is that benefiting you?
We can clearly determine the current issues facing our clients and resolve them faster than using just email. We can document time spent on issues and bill our clients accordingly with the confidence that everything is well documented.
Great chat feature
What do you like best about the product?
Their chat function is easy to use and very helpful!
What do you dislike about the product?
They have limited integration features with JIRA
What problems is the product solving and how is that benefiting you?
Support ticket, knowledge base, and feature forum
First impressions
What do you like best about the product?
System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.
What do you dislike about the product?
It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.
What problems is the product solving and how is that benefiting you?
Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.
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