Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Scalable Cloud-Based Customer Support
What do you like best about the product?
Freshdesk offers SLA timing, response automation, team tracking and response, and a great internal and external knowledge base with associated analytics to rank efficacy of solution. Also, parent-child ticketing to really resolve repeat issues.
What do you dislike about the product?
The software lacks a mechanism to easily re-assign tickets/tasks to another person when someone leaves their position or the organization.
What problems is the product solving and how is that benefiting you?
As a fire department with part-time employees and non-standard work schedules, Freshdesk allows us to track action items, ongoing project takes, and plan future responses as a team, which eliminates duplicative effort and unnecessary repeat customer contacts. It also provides good analytics for annual performance evaluations, and resource deployment within the division.
Great customer services and extensive list of functionalities on the platform
What do you like best about the product?
I love the extent of customization that is possible under Freshdesk and also the fact that you can integrate heaps of apps within the platform. I love using Grammarly and it was great that it was wondering under Freshdesk unlike other 3rd party platform.
What do you dislike about the product?
We didn't like the fact that our customer couldn't see the status of their ticket without logging in to Freshdesk. It's an added hurdle to our less tech-savvy customers and we wish all our customers could see their ticket status easily.
What problems is the product solving and how is that benefiting you?
Faster response time and better customer service. Also, we integrated our social apps and live chat as well as email.
good service overall
What do you like best about the product?
tech support agents are very helpful they are precise and comprehend
What do you dislike about the product?
local cust service seem they do not know what they are doing
What problems is the product solving and how is that benefiting you?
functionality is confusing
Recommendations to others considering the product:
For techy users yes. For plain CS, more training is needed.
Freshdesk Is so easy, I’m not even sure how it works!
What do you like best about the product?
I like the fact that Freshdesk is keeping track and organizing the tickets I submit to my employer and does it in such a way that I don’t even have to think about what I’m doing or keep track of “steps” or protocol. It’s so user friendly! I’ve often wondered how it keeps track, organizes and delivers the tickets to the correct departments who can then get back to me in a timely manner. I’m hooked!
What do you dislike about the product?
In the capacity that I’ve used Freshdesk, I can’t think of anything I dislike.
What problems is the product solving and how is that benefiting you?
The main proble would be that without it, I’d have to seek out specific departments to figure out who could best handle my inquiries and then track down the contact info or method. This is time consuming and tedious. The benefit is that now I can just submit a ticket in a central location using the same method and Freshdesk does the rest.
Recommendations to others considering the product:
Go for it!
Good Solution to Start a Small Support Team
What do you like best about the product?
I like that fact that it is free and relatively intuitive for a small company.
What do you dislike about the product?
Sometimes finding the options you want can be quite cumbersome, with a lot of app-specific jargon.
What problems is the product solving and how is that benefiting you?
We use it as a ticketing system and as an integration with Jira
Freshdesk is a solid and easy to use platform
What do you like best about the product?
Freshdesk has everything you need to setup industry standard customer support.
What do you dislike about the product?
Some of the features are restricted tot he higher tier plans
What problems is the product solving and how is that benefiting you?
Customer service, phone support.
Great way to keep track of tickets
What do you like best about the product?
How easy it is to use when communicating to people.
What do you dislike about the product?
Search functionality isn’t the best. Can be hard to find certain things.
What problems is the product solving and how is that benefiting you?
Communicating with partners.
Wished it integrated better with Salesforce.
What do you like best about the product?
Straight forward in its design, sufficient info for tickets.
What do you dislike about the product?
We use it in conjunction with Salesforce and it isn't as compatible as we would like.
What problems is the product solving and how is that benefiting you?
We use it for tickets to keep track of issues that need to be addressed.
Very useful product that is easy to use.
What do you like best about the product?
It is easy to use both as an agent and as an admin. Excellent way to classify and track contacts.
What do you dislike about the product?
I would like a better "tickler" system - the ability to set up recurring tasks.
What problems is the product solving and how is that benefiting you?
Ability to keep track of contacts and create meaningful reports.
Excellent product with great customer support
What do you like best about the product?
There isn't enough great things to say about Freshdesk. It works very well. We have little to no trouble setting everything up and keeping it going. When we did need some support we got it within minutes. It is a well thought out help desk solution for small and large companies. We don't even utilize it to its full potential.
What do you dislike about the product?
Honestly, there really isn't anything to dislike. If i had one thing which would be nit picking. A more robust self refreshing system would be great. I feel like sometimes I don't receive notifications when new tickets come in. Prompting me click the refresh button.
What problems is the product solving and how is that benefiting you?
We use helpdesk as a multi departmental help desk. One huge benefit is the ability to let staff send in tickets like a normal email. They don't have to learn another system or remember another login. Its wonderful.
Recommendations to others considering the product:
NA
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