Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Fresh Desk User Interface
What do you like best about the product?
The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.
What do you dislike about the product?
The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.
What problems is the product solving and how is that benefiting you?
Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.
Easy and reliable Service Desk
What do you like best about the product?
An easy user interface and the easy-to-understand reports
What do you dislike about the product?
The possibility to modify how mails are being auto answered is not dynamic enough
What problems is the product solving and how is that benefiting you?
Technical it-problems (SW)
Recommendations to others considering the product:
Make an accurate plan and make sure responsibilities are clear.
Very solid and does what we need effectively
What do you like best about the product?
Frehdesk is intuitive and packs a ton of value into their product
What do you dislike about the product?
Not much. We honestly can’t complain about anything.
What problems is the product solving and how is that benefiting you?
Customer service inquires, membership issues, and general inquiries
Recommendations to others considering the product:
This is a great product that offers robust customer service solutions at an affordable price.
Excellent software for organisation and transparency for customers
What do you like best about the product?
The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity
What do you dislike about the product?
Nothing - it's a really easy system to use
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories
Excellent help desk software
What do you like best about the product?
Ease of use, clarity of tickets, auto-responses, grouping tickets and simple implementation
What do you dislike about the product?
Some of the automations used to be a little tricky to configure but this has been improved with a software update.
What problems is the product solving and how is that benefiting you?
Improved cusotmer service. We've used SSO to integrate with our own application so out customers are able to access our support services from right within Freshdesk.
Excellent service, amazing support and cheap plans
What do you like best about the product?
The system is very user friendly. It provides monthly features.
What do you dislike about the product?
Every system has something to improve but FreshDesk is really good enough to provide platform for your business.
What problems is the product solving and how is that benefiting you?
Technical problems. The ticket system is easy to use.
Very easy to use!
What do you like best about the product?
I like how easy it is to use Freshdesk. One unique feature is that you can see when other agents are either looking at or replying to a ticket so that you do not have 2 responses getting sent out simultaneously.
What do you dislike about the product?
I cannot think of any downsides to Freshdesk.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our customer support portal. This helps our team track issues and questions coming in from our customers.
Easy Task Creation
What do you like best about the product?
Freshdesk allows us to send tasks to everybody in the company. Creates organization on what tasks needs to be completed. Can also be used as a reminder. The tickets can be passed and worked on by several different people. It is great to keep yourself organize.
What do you dislike about the product?
It would be great is Freshdesk could somehow incorporate Salesforce and have autofill properties or have some kind of autofill properties that you could do to make tickets. It would make creating tickets faster.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us create different tasks to every department without losing them. You are able to keep track of every single ticket that has been created.
Recommendations to others considering the product:
Great for organization and task creation for your team.
Transition
What do you like best about the product?
After coming in as the 6th IT Support person in a very short time. This has helped me keep up on where I am at in projects, allow the owner to know where I’m at and it helps everyone to avoid calling me with non emergency problems.
What do you dislike about the product?
At first, getting my new agent profile created was a hassle but after contacting Freshdesk support, they were able to provide the documentation that helped us.
What problems is the product solving and how is that benefiting you?
The problems they are solving is keeping me on track age letting my boss know where I’m at on projects. I get pulled all over the company as I am versed in all aspects of the company.
It has eased our problem in solving customer queries.
What do you like best about the product?
I like how it's easy to manage each query that we receive from our customer
What do you dislike about the product?
There is nothing in can think of that I dislike
What problems is the product solving and how is that benefiting you?
Customer Query
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