Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,540 reviews
from
External reviews are not included in the AWS star rating for the product.
FreshDesk
What do you like best about the product?
It is easy to use, we can create canned responses and add those responses with shortcuts faster and we can automate actions against incoming tickets for marking them as spam or assigning some similar values to all tickets like group, priority, team etc and track SLA for tickets for and communicate easily with clients.
What do you dislike about the product?
there are some issues when using freshdesk on mobile and we are unable to perform actions against tickets we receive when we are away from PC and want to respond to a ticket.
What problems is the product solving and how is that benefiting you?
Creating E-Guides, providing technical support, managing tickets, responding to tickets, tracking SLA.
Recommendations to others considering the product:
it is easy to use, you can create E-Guides, provide technical support, manage tickets, respond to tickets, track SLA.
Best ticketing solution
What do you like best about the product?
Good price, amazing support, easy to use
What do you dislike about the product?
Maybe a little complicated to set up with 0 prior experience
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our main Customer Service portal, and live chat
Recommendations to others considering the product:
Go for it. This was the best possible thing we did for our customer service teams. Provides an all-round solution to everything imaginable.
Intuitive interface, great customer care
What do you like best about the product?
The simplicity of the platform and the good support from FD team
What do you dislike about the product?
so far everything works great. can't say I dislike anything.
What problems is the product solving and how is that benefiting you?
I manage all the interactions between clients and our support team, mixing different sources / channels in one main dashboard.
Recommendations to others considering the product:
I recommend Freshdesk for the simplicity, specially for small companies. You don't have to be an expert in order to set an account and integrate multi emails, with action triggers etc.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Also, their support is great, anything that you don't understand they will fix it for you and explain it to you immediately via email.
Excellent company
What do you like best about the product?
Excellent helpdesk software, which has transformed how we are able to operate our business. Fantastic support whenever you need it, they respond very fast to any issues to bottom them out when you report them. If you are in need of this type of system, then I highly recommend it to anyone.
What do you dislike about the product?
Not a lot to dislike, it all works as it should.
What problems is the product solving and how is that benefiting you?
We use it as a request from a client to book a service
Best support in the biz
What do you like best about the product?
Even though Freshdesk helps me support my customers, it's their customer service that keeps me using the service. I can get immediate help that is knowledgeable and personable. I don't feel like I'm talking to a machine. I like the chat feature with emojis. I'm a one-man (woman) help desk and without their support, I wouldn't have been able to set up my metrics and parameters without their real-time assistance.
What do you dislike about the product?
Sometimes it can be difficult to find answers on my own. After a few attempts, if I contact their live support, they help me within a few minutes. Because there are FAQs, I can often do it myself but if I can't, I still get the help I need.
What problems is the product solving and how is that benefiting you?
I have customers that need help with our proprietary software. When they put in a ticket for help, I get an immediate email notifying me of the ticket. I get a notification on my phone's Freshdesk app, AND I get a notification that goes to my smart watch. I've had my quarterly first response time down to 8 minutes. I was able to present these metrics to my CEO; after which he presented with the annual Sewell Customer Service award at our Christmas party. I couldn't have gotten that without Freshdesk's amazing help desk software and their automated metrics. I can't brag about Freshdesk enough.
Recommendations to others considering the product:
My best recommendation to others is to look at everything they have to offer. They are experts in their field and have thought of everything. They are always coming out with new features, so be sure to find out if they will work for you.
Excellent Tool
What do you like best about the product?
Integration with Google and the Knowledge Base. My voice was heard, and the Android app was Updated with astonishing results
What do you dislike about the product?
Sometimes the Android APP is not updated with the web app
What problems is the product solving and how is that benefiting you?
We have organized the Users Requests flow and the statistics that some organizations Ask us to have about their users using our services also we are measuring the performance of the agent per ErrorType Basis, and it is working spotlessly
Recommendations to others considering the product:
this is a 11 out of 10 stars solution... I have shown many of my Customers how to use it for their daily queue chores
Freshdesk rocks
What do you like best about the product?
That we organized all our support and now we have a powerful tool with KPIs and all metrics in one place
What do you dislike about the product?
Nothing till now (4 years in use with more than 20 aents)
What problems is the product solving and how is that benefiting you?
Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team and keep the commiunications there. Few years ago we did it with outlook, it was impossible to track the threads and have Metrics/reports
The best ticketing solution on the market
What do you like best about the product?
The ability to configure ticket fields and templates
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
What do you dislike about the product?
None that come to mind at all, Freshdesk is assisting in solving our root cause analysis through the use of the data extracted
What problems is the product solving and how is that benefiting you?
We have multiple countries that we serve and gathering information from the ticket analysis helps us to focus our attention on the countries with the highest ticket volumes. Root cause analysis is being facilitated by the data coming from Freshdesk
Recommendations to others considering the product:
Freshdesk is quick to implement and highly configurable. In addition to being able to get world class support from the Freshdesk team, there is access to the Freshdesk academy where your team can complete relevant learning modules on elements of the Freshdesk solution. Highly recommend Freshdesk! The additional solutions offered by Freshworks, inlcuding Freshchat, Freshsales, Freshmarketer and now Freshbots, makes this the logical decisions to make when considering a fully integrated customer and agent centric ticketing system.
Extremely Recommended Product
What do you like best about the product?
Simplicity and functionality. Very easy to teach my staff and clients to use it.
What do you dislike about the product?
Can't link it with Zoho Books Timesheets
What problems is the product solving and how is that benefiting you?
We use Freshdesk as a main tool to register, monitor our clients requests.
Fresh ticketing system
What do you like best about the product?
I like points which agents can get for done job.
What do you dislike about the product?
You cannot edit the replayed post.
And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
What problems is the product solving and how is that benefiting you?
Requests from email, phone, web, chat and social. Everything is combined via automated workflows, self-service options like bots.
showing 641 - 650