Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FRESHDESK - A very handy tool for information management
What do you like best about the product?
We have not yet used all the possibilities but ...
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
What do you dislike about the product?
Achieving good results requires time for training and an understanding of the system. If you're not lazy ... You'll have an unrealistic tool
What problems is the product solving and how is that benefiting you?
We have greatly simplified communication with customers. Easily access emails via link. The customer is always informed in a timely manner and each employee sees what actions have been taken
Recommendations to others considering the product:
Everyone should have a Freshdesk. Both small and large companies
Very user friendly
What do you like best about the product?
I find customer support the best feature. If ever I need a hand, I just send an email and the Freshdesk team are super responsive and helpful
What do you dislike about the product?
I think the only thing I am requesting as a product feature is a clearer way to connect multiple, repeat tickets from the same person. I really love the proactive outreach function so I would love them to raise the cap on that, so I could use it more.
What problems is the product solving and how is that benefiting you?
It is core of our workflow. I particularly love the automations as they enable me to customise and expedite various tasks. It save us time assigning tickets and helps triage the types of work coming in.
Recommendations to others considering the product:
It works. It is a comprehensive tool for our whole team and all of our customers, in a very demanding and busy campaign.
Freshdesk is great!
What do you like best about the product?
Very easy to use, easy to complete tickets accurately and quickly for the customer. Great support.
What do you dislike about the product?
Nothing major stands out, works very well for my needs.
What problems is the product solving and how is that benefiting you?
The price is great for the program compared to others. Very good program to look at the ticket data, and for our team to improve.
Simple and highly functional helpdesk solution.
What do you like best about the product?
It is easy to adopt and fun to work with Freshdesk. Our agents quickly adopt and like to use it.
What do you dislike about the product?
Freshdesk generates a unique ticket for each email ID and multiple tickets likely to confuse agents.
What problems is the product solving and how is that benefiting you?
We are a multi national company. Freshdesk helped us to centralize customer support. As a result our operational costs went down significantly and we could unify the process across the board.
Simple is not always bad
What do you like best about the product?
Simplicity in management all settings like configuring a game
What do you dislike about the product?
Nothing at all, I like all the functions
What problems is the product solving and how is that benefiting you?
We manage internal trouble ticketing and customer request on our products
Recommendations to others considering the product:
Easy of using and customize it
World class eperience. One of the most user friendly and customizable sofware ever
What do you like best about the product?
It can be customized as per our needs, very user friendly and access to reports
What do you dislike about the product?
The long procedure of deleting an email or user
What problems is the product solving and how is that benefiting you?
We run a state helpline and I found out that FreshDesk was the best when it comes to tracking cases and calls. It also is the best in terms of getting customized reports for all stakeholders
Used it within 2 schools and one MAT thus far.
What do you like best about the product?
As simple or as complicated as it needs to be. The gamification of ticket stats tends to work as a positive motivator for junior technicians.
What do you dislike about the product?
As a non-profit, some of the subscriptions for the higher tiers aren't justifiable.
What problems is the product solving and how is that benefiting you?
Team workload and monitoring, especially when dealing with remote members of the team.
A truly great service.
What do you like best about the product?
The ability to fully customise the platform to match your needs and the ability to have backend javascript which can do almost anything.
What do you dislike about the product?
The way in which conversations are minimised and old messages hidden can sometimes be annoying
What problems is the product solving and how is that benefiting you?
We have created a helpdesk for our company. It is extremely efficient and allows us to not have people directly email us which reduces congestion in our mail boxes.
Recommendations to others considering the product:
It is a great platform, highly customizable to meet your needs and the service is great from the support staff.
Flexible and Scalable, an awesome solution I recommend to all my clients.
What do you like best about the product?
Ease of use and adaptability. There is almost nothing it cannot do if you set it up correctly.
What do you dislike about the product?
Businesses always want more, sometimes it is challenging getting that little extra right. Fortunately there is usually a workaround to get us to the end goal.
What problems is the product solving and how is that benefiting you?
Automation resulting in customer satisfaction because we get to resolve issues quicker with more accurate information being available upon first contact.
The simplicity of using Freshdesk is mind blowing.
What do you like best about the product?
The simplicity of using Freshdesk is mind-blowing, very complex processes have been watered down or compressed to a few clicks, my best feature so far is the automation of repetitive processes, scenario automation. I may not be utilizing all the features as expected, but I wish to know more according to our business use case and the goals we seek to achieve.
What do you dislike about the product?
It's quite difficult to get some reports using the analytics feature.
What problems is the product solving and how is that benefiting you?
Reporting has been very seamless, as well as evaluating our support down line.
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