Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,413 reviews
from
External reviews are not included in the AWS star rating for the product.
Freshdesk to improve Customer Service
What do you like best about the product?
Ease of use, intuitive tool, Customer Support
What do you dislike about the product?
lack of Italian support
sometimes support articles are out of date
sometimes support articles are out of date
What problems is the product solving and how is that benefiting you?
management of ticket processing through automatic assignment
Okay on a small scale
What do you like best about the product?
The basic Freshdesk plan was very affordable for a small startup just transitioning from email only to a proper ticketing system. Customers enjoyed managing their tickets in the portal, sales appreciated Freshdesk's seamless integration with emails, and support agents generally found the basic ticketing workflow easy to use. Support ops heavily utilized automation and portal customization to streamline tedious tasks.
What do you dislike about the product?
After a year or so of fast growth, we found Freshdesk lacking in additional features. Higher Freshdesk plans solved some of our pain points, but in my opinion, Freshdesk isn't ideal for use cases beyond ticketing. For example, we tried Freshdesk as a pseudo-CRM and license management system using custom objects and custom contact and company fields, but the limits on number of fields made this virtually impossible. Additionally, portal customization is limited; I suspect this is to encourage the pricy third-party customization/development services.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
Other than few features, we experienced many technical issues. Freshdesk went down for a couple hours a couple times, severely impacting our workflow and the customer experience. The portal login has always been buggy, and customers could only reset their passwords about half the time. Logging in under different emails was also a problem. Freshdesk support tried to be helpful, but there was often an English language barrier.
What problems is the product solving and how is that benefiting you?
Before Freshdesk, the company handled customer support via one of the founders' work email. This is, of course, not scalable, and Freshdesk provided a simple, affordable ticketing system for a growing startup.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Freshdesk as a service desk tool
What do you like best about the product?
Ticket handling is very intuitive and flexible
What do you dislike about the product?
Custom objects are not goood as they should be
What problems is the product solving and how is that benefiting you?
We have very active help desk and we handle tickets through freshdesk
Moving to Freshdesk - it’s been a great upgrade for our team
What do you like best about the product?
Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team.
What do you dislike about the product?
So far I am satisfied, I received an answer to the gaps I had
What problems is the product solving and how is that benefiting you?
It’s convenient to design the support tickets in a way that helps analyze common issues in the future.
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Flexible scalable affordable CRM
What do you like best about the product?
Fresh desk has a good array of automation options to allow the categorisation and triage of customer enquires. The support team are always prompt, courteous and helpful.
What do you dislike about the product?
There are some limits to applying rules under some circumstances but there are work arounds.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
I would like to be able to set a rule to alwet the last agent that held ownership of a ticket for instance but there is no way to do this at the moment.
What problems is the product solving and how is that benefiting you?
We are able to get a broad view on numbers of particular enquiries and by segregation of tasks achieve a greater focus and efficiency.
Best CRM so far I have used, Truly appreciable.
What do you like best about the product?
It is very customizable platform where I can showcase all my business needs and I used to get all the analytics to analyze my team performance. The ease of implemention of new settings and use the automation.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
Even I really wants to a double thumpsup for their Customer support is much required and highly useful where they used to share their google calemders to block their time for 30 mins and we used to take demo sessions from them. Need to mention Ajay Kumar (Fresh Chat) Arjun and Vinu S from Fresh Desk. They were very helpful. I use this software daily on my business activities.
Even we have multiple integrations where you can connect with 2 different platforms inorder to run your business.
What do you dislike about the product?
No major backlash to mention it is very easy to use
What problems is the product solving and how is that benefiting you?
I can get my team performance through Analytics
Customer Satisfaction is must when you are running a business with the customers.
Customer Satisfaction is must when you are running a business with the customers.
Lovely
What do you like best about the product?
Almost everything however, the analytics part is very lovely which provides the best insights to customer experience.
What do you dislike about the product?
There is nothing as of now and i am sure they are almost one step ahead,
What problems is the product solving and how is that benefiting you?
It is a integrating part of our customer escalations and its handling all of the escalations.
Freshdesk’s service, ease of managing knowledge repositories, and efficient ticket tracking
What do you like best about the product?
What we appreciate about Freshdesk is:
1. Customer Service Support – We can reach out to them whenever we face an issue, ensuring help is always accessible.
2. Knowledge Repository Management – The ease with which we can manage and access information, streamlining our workflows.
3. Ticket Raising and Tracking – Simplified processes for raising tickets and tracking their progress, which helps us resolve issues efficiently.
1. Customer Service Support – We can reach out to them whenever we face an issue, ensuring help is always accessible.
2. Knowledge Repository Management – The ease with which we can manage and access information, streamlining our workflows.
3. Ticket Raising and Tracking – Simplified processes for raising tickets and tracking their progress, which helps us resolve issues efficiently.
What do you dislike about the product?
The main and only issue we’ve encountered with Freshdesk's service is the inconsistency in agent performance. There was one instance where I had a conversation with an agent, but he didn’t handle the issue properly. While it has only happened once so far, it still stands out as a concern.
What problems is the product solving and how is that benefiting you?
The ease with which we can manage and access information, streamlining our workflows.
Good product with a complex licensing scheme
What do you like best about the product?
Solve the ticket problem in a very efficient way
What do you dislike about the product?
Licensing is complex and unfriendly. Very basic things in premium models and things that are not justified in basic ones. Reporting is very poor; by trying to make it powerful, it becomes complex and unfriendly without access to simple results like the number of events per ticket or reports that easy.
What problems is the product solving and how is that benefiting you?
Ticket tracking at the help desk
showing 421 - 430