Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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5 months into using Freshdesk and it has been a great experience
What do you like best about the product?
An intuitive user interface ment that it was straightforward to learn to use quickly.
What do you dislike about the product?
I have yet to find any features that I dislike; however, it is still relatively early.
What problems is the product solving and how is that benefiting you?
It enables me to keep track of customer inquiries. It also allows me to tag these in many ways, making searching for past questions very efficient, which is essential.
Application to resolve problems and move ahead
What do you like best about the product?
I liked the system of raising tickets, and that ticket will be passed on to the concerned team. The concerned team will reply and we will be notified through our mail.
What do you dislike about the product?
Resolution time is little longer so we need to be patient
What problems is the product solving and how is that benefiting you?
I usually escalate concerns of parents regarding technical issues or refund or retention or any other
Recommendations to others considering the product:
If your organisation is big and you feel issues are not being escalated please use this application as it will help us maintain data and proof of issues raised
Best tool for ticketing
What do you like best about the product?
The best part of Freshdesk is the ticketing as well as the clarity and option provided by this tool to solve the tickets and also to keep track of it.
What do you dislike about the product?
Not much to dislike about Freshdesk! It is the best
What problems is the product solving and how is that benefiting you?
It helps us to track our Tickets based on the groups and the product and very user friendly
Recommendations to others considering the product:
Best Tool for ticketing, Chats and tracking
Freshdesk has helped to optimize and streamline communications!
What do you like best about the product?
The most helpful aspect of Freshdesk is keeping track of all customer questions that can easily get lost in an email inbox. The backend interface is easy to use and allows you to assign team members to respond to specific questions. I am newer to using Freshdesk but have been very quickly sold on the benefits for both me and my team.
What do you dislike about the product?
The only thing I dislike about Freshdesk is if a customer responds by simply saying, "Thank you" - the ticket is reopened, leading me to open Freshdesk and walk through the process of closing the ticket all over again. However, if this is the worst thing about it, it's still well worth the headache.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me and my team to respond more quickly and efficiently to questions we receive. We can batch similar questions to respond easily and can also keep a record of similar questions we have already responded to in the past, making it all the easier to respond in the future.
Keep your Work Organized
What do you like best about the product?
There is multiple views to see what cases I am working on
What do you dislike about the product?
I'd have to say the only thing I have disliked is if I merge a ticket incorrectly, I cannot figure out how to unmerge it, and the summary disappears from the ticket that was the main ticket.
What problems is the product solving and how is that benefiting you?
Resolving our customer's claims quickly and effeciently
Recommendations to others considering the product:
Tips on how to unmerge tickets
An amazing solution for resolving issues with customers
What do you like best about the product?
Freshdesk is easy to use and lightning fast. It made interacting with customers a pleasure rather than a chore.
What do you dislike about the product?
I had issues with setting up specific filters to work correctly. I hope they will allow bool operators between filters in one of the updates.
What problems is the product solving and how is that benefiting you?
Freshdesk is a fantastic way to collect and resolve customer contact. It helped us get organized and stop dropping the ball on customer interactions. It displays the tickets in an orderly fashion, with multiple sorting options, ensuring one can quickly find the relevant and essential tickets and respond to them.
Great software
What do you like best about the product?
The automations, canned response are very good
What do you dislike about the product?
The lack of reminders I would like to receive an email Everytime tickets get stucked
What problems is the product solving and how is that benefiting you?
We are dealing with IT requirements and we are getting some feature requests from our costumers
Recommendations to others considering the product:
Try to buy a Blossom plan
Fresdesk revolutionised how we take the tickets and answer our players
What do you like best about the product?
How well organized and clean the Ticket interface is
What do you dislike about the product?
Analytics is a bit confusing and does not let me select the data I want
What problems is the product solving and how is that benefiting you?
The Speed of resolution and the Confidence of our team has increased drastically
Freshdesk smart automations
What do you like best about the product?
Freshdesk helps us in responding to the high incoming emails of our customers. I like it since it's easy to use and hence has helped us in easy responding. It has a good interface that is friendly to navigate through it. It shows good statistics and the number of emails enabling us to track our inbound and outbound records.
What do you dislike about the product?
It does not support inbound and outbound calls. This should also be included.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us reach our customers expectations by replying to their tickets in a fast and efficient way.
Recommendations to others considering the product:
Good helpdesk software. I recommend it to every company. It's simple to integrate and start responding to customer emails.
I could centralize all my support channels into one
What do you like best about the product?
How I can integrate all support incoming from our different channels
What do you dislike about the product?
Reporting has to be improved, not user friendly
What problems is the product solving and how is that benefiting you?
We used to have decentralized support from different channels like email, calls, twitter and facebook. Our agents had to track manually the tickets, give support, care about satisfaction and resolve them. Many tickets were left unattended and that cost us a lot. Now, we have full control and visibility on the agents and on the tickets making easy the resolutions of lots of tickets.
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