Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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3,540 reviews
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Easy to configure, Easy to use
What do you like best about the product?
Easy to configure
Easy to use
Lot of integration options
Just works as expected
Easy to use
Lot of integration options
Just works as expected
What do you dislike about the product?
Nothing actually
Works seamlessly with all other apps in Freshworks series
Works seamlessly with all other apps in Freshworks series
What problems is the product solving and how is that benefiting you?
Customer Support
Ticket management
Cross channel support
Ticket management
Cross channel support
Flawless tracking of customer reported issues
What do you like best about the product?
Easy interface along with the new added option such as ticket summary it looks great, anyone within your team who want to check the ticket summary can look into the tab and get the details.
What do you dislike about the product?
I think that if the ticket is fresh, users replying to the ticket using their email id do not get considered a customer response; instead, it gets treated as a public note. This sometimes prevents the ticket from automatically reopening, causing it to become stuck in the same status. If it's closed or pending, it will remain in that state, and we will need to take action on it.
What problems is the product solving and how is that benefiting you?
Resolving ticket's, I love using the freshdesk ticketing tool,
Best CRM tool with lots of integrations available.
What do you like best about the product?
I especially like the Freddy Copilot feature, one of the best integration. I also got a chance to try the CSAT Versioning and maintain survey version.
What do you dislike about the product?
Certain fields were made mandatory in contact creation, yes its needed but gets hectic on certain lead generations.
What problems is the product solving and how is that benefiting you?
We are providing support to clients by tickets raised from external tools and also from calls and emails, and we respond to them with a relevant solution.
We love FreshDesk
What do you like best about the product?
Freshdesk was easy for our team to configure with pre-built options to link to existing business solutions (QuickBooks, Mail Chimp, Survey Monkey, and Jira).
What do you dislike about the product?
There is nothing at this time I would change.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage all of our incoming service tickets. In addition, we track all customer requested changes to their account via FreshDesk which provides additional change management controls and helps us comply with our audit requirements. We use FAQ posts for our internal and external audiences. In addition, since our software solution is used by our customer's customers, we leverage public FAQ articles to support their needs.
Freshdesk linked to Power Bi
What do you like best about the product?
Fresh desk is a user friendly platform to use
What do you dislike about the product?
Nothing as of now to comment as i am liking everything
What problems is the product solving and how is that benefiting you?
Handling customer communication is too easy and user report is fab.
One of the best online cloud based customer support software
What do you like best about the product?
It is a comprehensive helpdesk for exceptional customer service. It lets you streamline your company's customer support using the customer service software and helps you manage your customers as you scale efficiently. It has many intelligent, automated features like chatbots, etc, which reduces a lot of manual efforts while providing support to the customers.
What do you dislike about the product?
Freshdesk is a big software, so it is full of features which sometimes makes its UI a bit difficult to understand. It should also provide a few coach marks for some of its features to assist new users.
What problems is the product solving and how is that benefiting you?
We have automated all our customer support replies using Freshdesk. It has reduced our manual efforts tremendously and has helped our customer support team to utilize their time in solving the customer queries in a better and efficient way.
Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Freshdesk Review
What do you like best about the product?
Easy to use interface with interactive features
What do you dislike about the product?
Not enough options to control items within each ticket
What problems is the product solving and how is that benefiting you?
We are solving software related problems; the biggest benefit is it integrates well with Jira
Great tool to manage your customer support
What do you like best about the product?
The ease of creating automations saves us a lot of time and helps us maintain a high quality of management
What do you dislike about the product?
For some time we have been trying to generate reports that allow us to measure performance by agents, they have many reports but, at least in our current plan, none to measure the volume and quality of care comparing by agent
What problems is the product solving and how is that benefiting you?
We are an insurance broker and thanks to fresdesk we can manage our clients' requests and manage them with each insurer in a fast and efficient way.
Recommendations to others considering the product:
To use it!
FD is very interactive and fast pace environment for delivery schedule/reschedule matter.
What do you like best about the product?
The status change, required time to resolve a ticket, adding internal notes and easy to follow up.
What do you dislike about the product?
Cannot trace to see whether the email/ticket has been sent or bounced back.
What problems is the product solving and how is that benefiting you?
Schedule/Reschedule delivery, reply to customer inquiries, resolve intern departmental matters
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