Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Service Operations Specialist
What do you like best about the product?
Amazing tracking of ticketing history. Many options for Automations. Good integrations with Freshchat.
What do you dislike about the product?
Don't have a good user manual only for agents - Like 1,2 pages something short.
What problems is the product solving and how is that benefiting you?
We have solved one big problem which was to remove all personal emails to be used for correspondence between customers and agents.
Recommendations to others considering the product:
Easy to be configured with your CRM. Good and easy understanding from the agent side.
Really satisfied with Freshdesk
What do you like best about the product?
I started to implement Freshdesk as our first ticket system and I am still glad with this choice.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
You get a lot of features for a very good price. Freshdesk regularly updates features based on user experience.
The videos are easy to follow and the UI and all included menus (user interface) are easy to walk through.
I found my way before having the onboarding call and had not much questions left during this session.
All tuorials were really helpful to almost independently finding my way to configure Freshdesk for our purposes.
When I sended requests I was helped quickly and problems were always solved within a short timeframe.
Never experienced downtime in the last 6 months.
I really like that you can customize your brand and portal with your own code.
We had help from Freshdesk partners to design our Knowledgde Base Portal as we wanted it to look like and we are able to change the
code whenever we want.
All app integrations, like the Kanban board are really helpful to organize the workload and making your work more scalable and efficient.
The dashbord gives you a good overview and there are many options to optimize your tickets by changing the required information by ticket fields etc.
The reports are quite handy and accessible and do you have the opportunity to create your own reports.
The Knowledge Base report is still a Beta version, but a good start to get an overview which articles are used the most.
For advanced insights I use the reports in combination with Google Analytics, which you can easily integrate at the marketplace.
For technical issues I use trackers and integrated Jira for our development team.
Working a lot with the mobile app and being able to answer tickets from everywhere if there are problems with high priority.
Makes it really easy to reacting on downtime of your products and contacting team members immedeately.
In other words, Freshdesk comes 98% close to what I expected and what I was looking for.
What do you dislike about the product?
I miss some small adjustments since I use Freshdesk also for incidents and escalations.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
For example a major incident button where you can connect a lot of tickets would be great, but I understand that this is a tooling which you will find more likely when using Freshservice.
I also miss an option to give knowledge articles a certain due date or expiration date, so that you are automatically forced to review them and check if the content is still up to date.
It would be also nice to get a list of what people filled in on the search bar to get an idea which content potentially misses and has to be written.
These are small details I passed through as feedback already and might be already in development for future releases.
What problems is the product solving and how is that benefiting you?
I use Freshdesk mainly to improve our product lifecycle. We are able to detecting issues early by analysing all requests and were able to downsize our solution release time.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Furthermore, we get a better impression where users of our products are looking for and what we need to improve our user expirience.
Recommendations to others considering the product:
A tool is always as good as your enthusiasm to learn all ins and outs. So don't blame the tooling and have a look how to creatively solve the issue or giving feedback to adjust it.
Freshdesk Review
What do you like best about the product?
How seamless everything can be, once you know your way around. It's ideal for a startup that needs a proper customer support platform.
What do you dislike about the product?
I would like a little bit more customisation and other administrative options available for the Blossom subscription (our current subscription) as we don't feel the need to upgrade to a higher one due to the fact that we only have one customer service agent.
What problems is the product solving and how is that benefiting you?
Communication and customer support. Seamless integration of apps once they are implemented.
Support ticket system with lots of bells and whistles
What do you like best about the product?
Efficiency in organizing tickets and routing. I can see my employee's workload and use of tags to define what kind of issues are cropping up.
What do you dislike about the product?
Creating reports on tickets is very limited or non-existent.
What problems is the product solving and how is that benefiting you?
Tracking workload instead of just lots of emails. Categorizing so I can see what kind of training is needed to brush up on skills.
Best Helpdesk for you
What do you like best about the product?
I like the way we can create tickets in Freshdesk, its integration with other Freshworks platforms, sensational can create a ticket through email, WhatsApp, or a widget on my website
What do you dislike about the product?
I don't dislike anything at this moment!
What problems is the product solving and how is that benefiting you?
Any problems with my customers, I really like everything about Freshdesk especially the canned responses
Recommendations to others considering the product:
none
All-Encompassing
What do you like best about the product?
The tools I'm provided to oversee a team.
What do you dislike about the product?
The lack of ability to sync with more softwares.
What problems is the product solving and how is that benefiting you?
Ecommerce customer service. The benefit is that we're able to taxonomize across multiple countries.
Simple administration CRM
What do you like best about the product?
Intuitive easy-to-use interface to manage our clients' cases and management of case statistics
What do you dislike about the product?
Requires an advanced level to adjust fields to customize options
What problems is the product solving and how is that benefiting you?
Maintain the communication thread with our clients to monitor and control requests. Validate incidents with statistics to determine actions in our clients. Follow-up of cases and incidents. Manage a portal for different customers where I receive requests and attend to additional requirements and incidents all in the same tool.
Recommendations to others considering the product:
Recommended for those support companies that want to maintain a centralized management of their clients' incidents in a practical and simple way with the possibility of adapting it to their needs.
World Class Customer Service!
What do you like best about the product?
The customer support for FreshDesk and FreshService are truly world-class. 5 Stars!. Their support is very fast and knowledgable and they always focus on solving any issues.
What do you dislike about the product?
Occasionally changes are made to the system without communication, but that has been improving.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our CRM system. Customers can open tickets via our portals or we can also open tickets from customer calls and emails. We use FreshDesk to provide the best customer service to our customers. FreshDesk is constantly improving their product(s). I would highly recommend them.
Freshdesk is a wonderful platform for Customer Support.
What do you like best about the product?
Integration with multiple services like Freshsales and Chargebee. On one page, we can see all the information. And it had integration support for platforms like Facebook, Twitter, and Instagram.
What do you dislike about the product?
Open the single ticket in one window. It would have been used on the same page with multiple tabs, just like Zendesk.
What problems is the product solving and how is that benefiting you?
It was used for addressing student queries. It was a user-friendly and easy-to-use platform.
Improving our customer response and service
What do you like best about the product?
Very easy to get up and running quickly. Customers and Support engineers find it easy to use, and we have also expanded the service to other areas within our business.
What do you dislike about the product?
Very little. Some of the apps from 3rd parties are a little clunky.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to manage the support service of our Zen solution.
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