Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk is helping us keep organized and fulfill requests quickly
What do you like best about the product?
I love the ability to create rules that dispatch tickets to specific groups, agents and also trigger notes and e-mails.
What do you dislike about the product?
While the existing app is great, it does not include a customer facing app, which for the purposes of our organization would be extremely helpful!
What problems is the product solving and how is that benefiting you?
We need to fulfill the needs of 18 locations for our church. Freshdesk allows us to keep the requests neatly organized and prioritized, which in turn allows us to fulfill requests more quickly.
Freshdesk is a great Private Resource for our Customers!
What do you like best about the product?
This website is very user friendly! Our entire staff can easily contribute information and our customers have no issue logging in to access the information. Our customers use the freshdesk portal as a resource whenever needed!
What do you dislike about the product?
I dislike that we cannot embed videos and large documents.... because freshdesk only allows so much space for the attachments we have to use dropbox to upload videos and then put a link to access in freshdesk.
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
What problems is the product solving and how is that benefiting you?
When our team is out of office, our customers can log in at any hour and search for real time solutions. Helps especially for customers in different time zones when it is hard for them to call us. We like that we can control who can be a user and view this information as we cannot post all of this on our website.
Recommendations to others considering the product:
If you need an easy to use customer portal to post articles, and useful information, this is the website to use!
Amazing Solution to Our Needs
What do you like best about the product?
Simplicity, everything is simple to do, creating, editing, using the system all in all a great user experience
What do you dislike about the product?
The look and feel of the product can be improved.
What problems is the product solving and how is that benefiting you?
Ticket Visibility, Overall Customer Satisfaction
Like it!
What do you like best about the product?
The possibility to use it for free for an extended period to get used to the interface, in my free time. I like the interface (it seems clear to me), the facebook integration and the possibility to create groups of people and merge tickets. I like to have the app for ipad and iphone.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
Their customer support seemed very responsive, and it’s quite a necessary feature for a “customer support application “.
What do you dislike about the product?
I did not find anything I might say I dislike.
What problems is the product solving and how is that benefiting you?
Customer help desk
Quick and efficient responses
What do you like best about the product?
Very fast response and the agents are very kind.
What do you dislike about the product?
We had a bigger problem related to our phone and the solution was win 2-3 weeks and we still don;t know what was the issue... so we don;t trust this service.
What problems is the product solving and how is that benefiting you?
We are still in testing phase
Really practical mailing system
What do you like best about the product?
We can create our own rules parameters, it is really easy to understand. We can also export automatically some reports on special datas
What do you dislike about the product?
Some rules can't be changed because the main system cant be changed, sometimes it can be an issue
We can t re open an archive mail
We can t re open an archive mail
What problems is the product solving and how is that benefiting you?
We can export some datas we need and we could not before
Used for opening tickets
What do you like best about the product?
Easy and simple interface. Invited by my company and I use it about 1-2 per month. It's branded with the company logo and contains a lot of useful information in the knowledge base.
What do you dislike about the product?
I am not aware of all of the features, but I only dislike having to login to a new service for opening tickets. The layout of the knowledge base is difficult to navigate. I would prefer a wikipedia-type layout and easy search function.
What problems is the product solving and how is that benefiting you?
Easy to contact my company and get answers fast. There's a message board and case log for frequently asked questions.
Recommendations to others considering the product:
My company uses this service, and it works very well. I am not sure of the price or difficulty of use.
Fresh and usefull for most business
What do you like best about the product?
Integration with email and automation provide us a way to integrate with our RMM
What do you dislike about the product?
Hours report shuld be more powerfull. Exporting it in csv is broken if hours note contain CR
What problems is the product solving and how is that benefiting you?
Vette Schedule for work. Better Relation with customer.
Robust & Easy to use
What do you like best about the product?
Out of the box it had most of what we needed. That made setup trivial, just a few tweaks. We spent the bulk of our time doing final testing to find any bugs.
What do you dislike about the product?
Tech support does not speak English as a primary language. We've had some confusion due to that.
What problems is the product solving and how is that benefiting you?
We moved to Freshdesk looking for a better IT ticketing system that offered solid analytics to drive decision makeing.
Recommendations to others considering the product:
Push them on pricing a bit, they do negotiate.
Tested fresh desk and was not the best solution for me
What do you like best about the product?
It seemed to be a pretty simple program to use for ticketing usage.
What do you dislike about the product?
I was not able to customize certain things that I knew would help my end users
What problems is the product solving and how is that benefiting you?
Attempting to have a simple ticket management system
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