Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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I have worked with Freshdesk for years
What do you like best about the product?
I enjoy how Freshdesk helps organize all of the customer service emails into one place and I can organize them how I want to (key words). The ability to see what emails are open and pending easily helps me keep customers happy!
What do you dislike about the product?
When the customer decides that they do not want to open a new email and reply to an already "closed" ticket, it does not pop back up into my queue, makinging me lose valubale time having to review already closed tickets.
What problems is the product solving and how is that benefiting you?
Our customers need help with their orders and also answers to questions about our VIP community that is 100% online. Without freshdesk we could not provide fast support to them.
I would not recommend it for its customer service
What do you like best about the product?
The price is a cheap platform useful for small teams, not complicate flows, and volume of tickets less than 4k , new business that can not invest in better solutions,
What do you dislike about the product?
There is no improvements on the Agents experience, you don't get easy look at the customer timeline, custom card o, Analitics is ireally complicated to customize reports.
My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
My experience with customer service has been terrible, and for me a platform that works for the Customer Experience sector must have as a principle that the experience of its customers is a central objective, they were only interested in solving incidents or answering questions when they saw that I was going to cancel, for 3 years they never contacted me to see my experience, only when I was about to change.
What problems is the product solving and how is that benefiting you?
manage a volume of inquiries of 5-10k with 4 languages and 3 channels
Easy to use, good support
What do you like best about the product?
How easy it is to use and the many integrations it has
What do you dislike about the product?
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
What problems is the product solving and how is that benefiting you?
Providing customer support in one channel
Freshdesk is a game-changer for customer support
What do you like best about the product?
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
What do you dislike about the product?
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
What problems is the product solving and how is that benefiting you?
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
A good ticketing system
What do you like best about the product?
1. The customizations, for example: custom ticket statuses
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
2. Easily added and managable canned responses
3. Good automation features: automated SLA based on custom properties
What do you dislike about the product?
I cant think of anything specific that would make me dislike/stop using the solution.
What problems is the product solving and how is that benefiting you?
Managing tickets/technical queries from our customer base has been much easier since Freshdesk.
Also, it allowed us to automate some responses and track SLAs much better.
Also, it allowed us to automate some responses and track SLAs much better.
Freshdesk help scale our SMB without costing us a fortune
What do you like best about the product?
Freshdesk has a ton of upside for small to medium-sized businesses. Their support staff is amazing anytime you need their assistance. In our years of using Freshdesk we were overall happy with their services and product.
The ticket system for support was our primary reason for use.
The ticket system for support was our primary reason for use.
What do you dislike about the product?
No complaints, our company would have continued using Freshdesk, however, we were switched over to a new solution upon a merger.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps the CRM industry affordable because they offer their platform for almost a fraction of the price and the software itself is worth every penny if you need to start building out a remote support team.
Good, but problematic issues are not solved.
What do you like best about the product?
It's mostly a good product that we're happy about. It's orderly and the amount of customization that's possible is very much to our satisfaction. While it isn't perfect and we need to use a whole separate Freshworks program for live chat, we are overall happy with the functionality.
What do you dislike about the product?
The things we are not happy about are problematic and take ages to solve (if they ever are). They are so problematic we seriously consider switching.
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
For instance: E-mail history from a Dutch source is not hidden, resulting in very long tickets. This is a problem that causes us to lose a lot of time searching and scrolling through tickets. Besides, the chaos that results increases the chance important information is missed by or agents. This is a big issue for us that was raised over 2 years ago. So far Freshdesk has provided no solutions or even updates on the issue. Freshdesk says they hide the mail history based on a text trigger. We have provided the text form that Outlook, iOS and gmail use in Dutch, so that it should be an easy fix, but so far nothing has changed.
Besides the problematic issues, there's a lot of inconsistancy in the Dutch translations: They often change, or are badly translated. Like Login and Create account are both translated to 'Aanmelden', meaning our customers will see 2 exactly the same buttons in the portal and don't know what's what. Only some of these issues have satisfactory manual work-arounds.
So while the base product is good, to us it's not worth the price we pay for it. (We have an old plan that corresponds with Omnichannel Pro)
What problems is the product solving and how is that benefiting you?
Freshdesk lets us have shared ownership of multiple mailboxes and gives us the tools to meet our SLA. We use a few integrations for booking time on a ticket, and for linking with JIRA.
Best CRM tool user friendly
What do you like best about the product?
1. It is very user friendly
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
What do you dislike about the product?
Need little work on reminders if the ticket is not closed as per the TAT.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the sorting of email flow distribution.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
Freshdesk was a good customizable system.
What do you like best about the product?
What we like most about Freshdesk was the ability have many customizable fields and the ticketing itself was very professional looking. It had decent integrations as well.
What do you dislike about the product?
I think if I had to pick the one thing I disliked about Freshdesk the most would be the price. With having to pay per agent, it got expensive for the features we needed, so we could not justify purchasing it anymore as a public school. We should have went with Fresh Service over this instead since that is more aimed at internal helpdesk than Freshdesk was.
What problems is the product solving and how is that benefiting you?
Freshdesk was solving the one thing we needed most in IT, a centralized repository of help tickets so that we could quickly work on them and assign them to agents that could help out the best.
Freshdesk experience
What do you like best about the product?
Freshdesk is very fast and helpful system to solve customer problem tickets, You can easily filter your tickets by the filter section and you can provide great customer service to your customers
What do you dislike about the product?
I don't have any downside of fresh desk. It has all the things that I need so maybe you can add a live chat option as improvement. I know it has mailing, but as I mentioned live chat could be great for this system.
What problems is the product solving and how is that benefiting you?
It helps me to manage all customer complaints in one screen and this service is really easy to use because it is really basic system to manage and soul your customer problems
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