Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Very good experience
What do you like best about the product?
ticket：Let me know very clearly how many customer issues have not been resolved and whether the required SLA has expired
solutions：he flexible permissions solution can categorize which internal files and which are open files.
solutions：he flexible permissions solution can categorize which internal files and which are open files.
What do you dislike about the product?
Some of the algorithms in the report are hard to understand, and they may not be used because of the free program relationship.
What problems is the product solving and how is that benefiting you?
customer's problems in time! Can clearly know which issues have not been resolved.
Excellent, very easy
What do you like best about the product?
The way it was so easy to provision the platform to my needs and the integration with Azure Active Directory allowed me to deploy a much simpler solution for my users to authenticate on the platform. Speed plays a very important role, generating a lot of value for our users. Also, the great possibility of integration with other tools (in our case, the Microsoft world). And finally, I consider that what I liked the most was that users can send their requests from the same email, thus avoiding having to teach them a new platform, training, support, and deployment... This ensures that a very high percentage of users, even the VIPs of the organization, can submit a request to the technology area without having to resort to other means that deviate from the single point of contact with us. In conclusion, all the experience invested in this tool is strategic, valued, pleasant, and defended for an organization like ours to continue implementing and growing with it. We still have the opportunity to implement this tool for other areas that are not IT, but other support areas for the organization.
What do you dislike about the product?
so far I have no complaints or dissatisfaction with the tool. everything has been a good experience.
What problems is the product solving and how is that benefiting you?
The only point of contact for my users, I manage from my mobile device, integration with the API to my Microsoft Teams.
Recommendations to others considering the product:
Evaluate that the natural strategy of Freshdesk Helpdesk complies with the strategy of the Technology area, as it can be demotivating to set up an entire scenario or almost adapt this great tool, which involves time and effort from your work team and the organization, if users or leaders do not adopt it, do not take it.
Fresh Desk Ravs!
What do you like best about the product?
Ease of access for employees and agents.
What do you dislike about the product?
At this point nothing. Support is great!
What problems is the product solving and how is that benefiting you?
Integration of third-party apps is easy which increases workflow processes. Ease of access with SSO.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Great for metrics for reporting. Easy to reach employees both in the US and internationally. Intergration to google products is simple and streamlines in house processes.
Recommendations to others considering the product:
Utilizing Fresh Desk has increased automation and workflow. If you have an employee population that is located across the globe, Fresh Desk is the answer! We also utilize Fresh Desk to gather several types of metrics and trends within our company. White branding is also very simple to utilize,
Easy to use UI, informative and valuable reports
What do you like best about the product?
The reports on a company wide/group wide basis is clean, informative and gives me the information I need to keep track of my groups performance.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
To be able to quickly reassign, change status and get a quick look at the last action on a case right from the overview, makes it faster and easier to handle multiple cases at once.
What do you dislike about the product?
I miss a user spesific dashboard, that in addition to "My Open and Pending Tickets" also shows you a summary of discussions you have been tagged in, along with a clear notification on notes that might have been added to your cases. I would also like to see the default sorting being by last action, not date created. We have agents who's main work is not within Fresh Desk - that would benefit greatly from having a quick update dashboard, that shows KPI's on Open cases, last discussions/tags and the task list.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
Also, being able to assign other people tasks would be great for companies like ours, where a selected few are the ones using Fresh Desk on a daily basis, while others access it when they have a case handed to them.
What problems is the product solving and how is that benefiting you?
We are running our customer support trough Fresh Desk - both on Infrastructure and Development (bugs, issues, questions). We also set up reporting from services to be sent directly to Fresh Desk.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Fresh Desk makes it easier to collect information, solves the problem with discussions being forgotten in some e-mail conversation not everyone has access to, and adds a way for managers to make sure developers and other technical workers are not forgetting their support-work in addition to their daily work.
Recommendations to others considering the product:
Easy to use, good reports - many plug-in possibilities
Fereshdesk is AWESOME!
What do you like best about the product?
Simple fast effective ticketing system. It ticks all the boxes and makes our lives much easier.
What do you dislike about the product?
Nothing comes to mind I genuinely have no issues with any of the parts of the system I use it just does its job and does it very well
What problems is the product solving and how is that benefiting you?
Service request management for a technical support helpdesk. Manage and monitoring workflow
Quick Response and Held Accountable!
What do you like best about the product?
Support made sure there was a ticket opened even though I wasn’t able to reproduce the error I was having and she was quick on responding as well.
What do you dislike about the product?
The ticket fields are ify but I need to get with a rep about those things and ask questions.
What problems is the product solving and how is that benefiting you?
All kinds. IT and supporting other products.
Great people, great service
What do you like best about the product?
The support we've received from Freshdesk has always been excellent, I'd recommend them to anyone managing a helpdesk.
What do you dislike about the product?
The initial setup of the service took a while and there was some tweaking to be done to get everything as we like it.
What problems is the product solving and how is that benefiting you?
We were initially using another system for our helpdesk management but not enough of the day to day was able to be automated, with Freshdesk we have much more automated which stops things being missed and frees up our time
Awesome support tool
What do you like best about the product?
Simplicity in the way it works! So many features and they're easy to implement.
What do you dislike about the product?
Once step up from free is $24/mo. The features are really useful as you step up but for a small organisation it can be pro
What problems is the product solving and how is that benefiting you?
Tech support and communication with customers.
An opportunity for administrators to get visibility as to what are common problems across an organisation.
An opportunity for administrators to get visibility as to what are common problems across an organisation.
Recommendations to others considering the product:
Jump in, it's free to try and free forever for unlimited number of agents if you only want their basic features. You can't go wrong at this price. Honestly it takes customer's natural and regular methods to raise concerns, allows you to simply and easily capture them and respond.
We have quires regarding API.
What do you like best about the product?
Exceptional result of our quires, Good communication. perfect solution for each query. easy implement from our penal and software. update additional information with different scenario. we recommendation to other our group vendors for support and other tools. Exceptional support from Support Team.
What do you dislike about the product?
We required some common feature, related to API. but still not update it in system.
What problems is the product solving and how is that benefiting you?
We have large frame in stock market. we required a help-desk system. now we are used Freshdesk.
Recommendations to others considering the product:
No Not required right now.
Prefect tool for customer support
What do you like best about the product?
Easy integration with email and GSuite ecosystem
What do you dislike about the product?
Price of advanced versions with more reports included
What problems is the product solving and how is that benefiting you?
Technical support for customers
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