Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Flawless use of Freshdesk!
What do you like best about the product?
We've been using Freshdesk since March o f 2013, best return on investment we've ever made.
What do you dislike about the product?
Nothing yet. We keep it simple, so far so good.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for all of our Maintenance and Setup requests.
The benefits have been pulling up old setup requests to see what was done previously or to see if a maintenance request has previously been requested for the same problem.
The benefits have been pulling up old setup requests to see what was done previously or to see if a maintenance request has previously been requested for the same problem.
Recommendations to others considering the product:
It did everything we needed, then some and the entry price was inexpensive.
Great investment!
Great investment!
very easy
What do you like best about the product?
fresh desk is very easy can organize all tickets and can set it with the priority for each ticket , and merging tickets are very useful way to can sort all correspondence in one ticket
What do you dislike about the product?
when i am merging tickets by mistake i can't release it
What problems is the product solving and how is that benefiting you?
we are working in the operation team , we are helping our colleagues in branches to confirm their bookings , waiving charges for hotel booking , amend bookings
Recommendations to others considering the product:
fresh desk is very helpful and very easy to use
Easy to use and track
What do you like best about the product?
Freshdesk is very easy to setup and use daily to track tickets! Also easy to access help with Chat.
What do you dislike about the product?
nothing right now everything is working just fine
What problems is the product solving and how is that benefiting you?
Helpdesk trackers
Awesome product!
What do you like best about the product?
I'm a big fan of the custom views and all of the different options for updating ticets
What do you dislike about the product?
Nothing comes to mind, but if something does then Support is always very quick and helpful.
What problems is the product solving and how is that benefiting you?
Ability to track frequency of certain problems, answer emails more quickly, easier to make sure nothing is missed.
So far so good
What do you like best about the product?
Fast and responsive support. Web based platform
What do you dislike about the product?
Unexpected downtime, incomplete features and often the lack of multi language functions.
What problems is the product solving and how is that benefiting you?
Pre and post sale customer questions, software technical support, logistics
With Fresh Desk we get better reporting
With Fresh Desk we get better reporting
Unable to change password using Freshdesk
What do you like best about the product?
Quick response from customer service associates
What do you dislike about the product?
Nothing comes to mind of what I disliked.
What problems is the product solving and how is that benefiting you?
Submitting work tickets for business related software help/needs. Benefits is that it's user friendly, doesn't take much time.
Quick and well done ticket resolution
What do you like best about the product?
The quick response from the beginning and the knowledge the associate showed.
What do you dislike about the product?
I wish the interface could be a little less convoluted.
What problems is the product solving and how is that benefiting you?
Issues with computers. Alerts are working really well for new tickets.
Freshdesk was able to help us create a support system with everything we needed.
What do you like best about the product?
The ticket fields section is easy to manage and update when needed. Overall the support system created for us fit everything we needed. Before we used Zendesk but they didn't allow for as much customization or have an easy way to sort inquiries. When we used Zendesk there were only 4 of us. We are now more than 10 users and without any problems.
What do you dislike about the product?
The search function is sometimes lacking, sometimes it works and sometimes it doesn't. I don't know what the issue is but it isn't major. I also don't like that there isn't a way to program actions when someone writes to us from facebook.
What problems is the product solving and how is that benefiting you?
All inquiries are reported and automatically assigned to agents from email, this allows us to not miss any opportunities. The notification system has helped us cut losses from missed opportunities.
Recommendations to others considering the product:
If you're unsure about Freshdesk being the right software, I urge you to ask for a Trial. We thought we had a good software before, it wasn't until our boss used the trial that we realized this is what we needed after all. The proof is in the experience.
Easy to use and implement.
What do you like best about the product?
Great GUI, easy to use, easy access to update tickets.
What do you dislike about the product?
You kind of get lost on child tickets. There's no easy/quick way of knowing the parent/child tickets and the same with linked tickets.
What problems is the product solving and how is that benefiting you?
Techsupport, quicker response and expectations.
Recommendations to others considering the product:
Establish a well defined structure for all departments/agents.
Review for FreshDesk
What do you like best about the product?
We like the look of the new Fresh Desk. Very nice.
What do you dislike about the product?
We dislike that you cannot BCC someone when sending a brand new email. Only can do this when replying. Would benefit us if we could BCC to all emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
What problems is the product solving and how is that benefiting you?
We use this to reply and keep track of customer questions and issues. It helps us to see what type of resolution there was for any issues.
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