Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Awesome tool
What do you like best about the product?
The easy adoption and friendly basis location of every module, it's so intuitive that onboarding is almost not required to start the experience
What do you dislike about the product?
Nothing this far. It fits perfect with my team.
What problems is the product solving and how is that benefiting you?
The communications and reach outs from our customers come from so many channels and with Freshdesk it seems that it's just one channel, because you have all at hand and through automation for known cases, allows you to help more customers in less time.
Recommendations to others considering the product:
If you are looking for a helpdesk solution of high performance and with less time of implementation, adoption and case resolution, you obviously need Freshdesk.
economical but with many functions
What do you like best about the product?
integration with many services
easy setup
customization also in the free profile
community active and quick in solving problems
easy setup
customization also in the free profile
community active and quick in solving problems
What do you dislike about the product?
some features are only enabled in more expensive profiles
What problems is the product solving and how is that benefiting you?
I use FreshDesk to manage the Help Desk service of a homemade software with 500/600 active customers
FreshWork platform (FreshDesk = Service Desk)
What do you like best about the product?
FreshDesk allows you to keep track and organize your service activities all within a web-based platform.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
You can see your active tickets, ticket history, and previous tickets with the same contact.
Additionally, the integrations are numerous, email (primary), website chat, portal, Twitter, Facebook, etc.
The knowledge base is also pretty nice, and you can reference it directly within your ticket.
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FreshDesk is the service desk portion of the FreshWorks platform; you can pick and choose depending on your needs.
What do you dislike about the product?
FreshWorks has many components and you don't have to use everything, it just take a little bit of time to understand what each part of FreshWorks is meant for and how you might use it in your business processes...
What problems is the product solving and how is that benefiting you?
Handling service tickets via email (Outlook) only works up to a certain volume and number of users; after that it gets messy and creates a poor brand image.
Great Ticketing Software with Amazing Customer Service
What do you like best about the product?
The Freshdesk tool is something I like the best, and in addition to that, service is excellent from the time you are trying to create the account and months later when you are trying to get any help. The customer service team is always ready to help.
What do you dislike about the product?
Well, there is nothing that I would dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
Having multiple customer service email addresses and servicing various types of customers was a difficult task with the previous tool I was using; however, with FD, I was able to get more than five mailboxes under one roof and service all the customers together. That was the biggest problem that FD solved for me.
Timely Support from Fresh Desk
What do you like best about the product?
Timely Support from Balaji Parthiban, Balaji is having excellent knowledge about products. He clarifies every query. Thanks for your support balaji.
What do you dislike about the product?
Nothing as of now, will let you know in case find in future
What problems is the product solving and how is that benefiting you?
Customer support like raising tickets and communication with customer.
Freshdesk creates better visibility and allows you to manage with exception reporting
What do you like best about the product?
Dashboards, standard reporting, portal..
What do you dislike about the product?
Next response SLA, custom field reports.
What problems is the product solving and how is that benefiting you?
Previously I had to create dashboards using external tools to see what is going on in my department, and even then, I had to use multiple views to see what I need to see. With Freshdesk, I can see what is going on with all my groups centrally. Dashboards allow me to act quickly and make decisions that will result in a faster TTR and a more positive customer experience. I also enjoy the mobile application because I do not have to be in front of my pc all the time - I can immediately see updates as they happen.
Recommendations to others considering the product:
If you are looking for software that is responsive and intuitive, as well as a central place to view the happenings in your organization so that you can make quick on-the-fly decisions, then Freshdesk is worth giving a try!
freshdesk is going to amaze you!
What do you like best about the product?
super intuitive, easy navigation, reliable and stable
What do you dislike about the product?
not yet discovered. I haven't yet found any
What problems is the product solving and how is that benefiting you?
operational efficiency, quality,
Freshdesk
What do you like best about the product?
AI Integration for Canned response suggester etc is good.
What do you dislike about the product?
Enable you to open multiple tickets within 1 window like you can do on zendesk. Currently it is 1 ticket per tab.
What problems is the product solving and how is that benefiting you?
Freshdesk enables us to ensure that our response times are good and the ability to identify trends such as which customers could benefit from further training.
A fresh start with FreshDesk
What do you like best about the product?
I think this product is so aptly named. Each morning I wake up looking forward to my day knowing that I have this powerful tool that can help me get by any process within my organisation. The customization on ticketing processes is the most attractive feature, coupled with the add-on applications and functionality. The omniroute setting and features are also very useful, as well as not forgetting the mobile app that offers easy, convenient access anywhere in the world.
What do you dislike about the product?
There is almost nothing to dislike about this product. Sometimes there may be a slight delay in the support team feedback or resolution but the service remains world-class nonetheless. All features and support points have served me well through the application and support teams.
What problems is the product solving and how is that benefiting you?
We have multiple Freshdesks within our orgnasitation. We are resolving tickets from both internal/external staff as well as customers. These queries range from IT Networking, Desktop, and Cloud Computing Support, as well as client orders, returns, queries, and purchases. The benefits of having real-time documented transactional history with our clients are imperative. The "paper-trail" offered by Freshdesk is crucial to our business and provides integral information for our business processes.
Recommendations to others considering the product:
Stop wasting time searching for other products. Freshdesk as well as all the other Freshworks products are amazing, affordable, and effective.
user friendly
What do you like best about the product?
userfriendly and very organized with different options for views
What do you dislike about the product?
some emails dont come in and this makes customers think we are ignoring them
What problems is the product solving and how is that benefiting you?
problems of customers in trying to reach us
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