Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Awesome
What do you like best about the product?
The integrations and the apis they provide are very awesome, the v2 version of Apis is very useful and has wide range of Apis for all types of data we need to fetch.
What do you dislike about the product?
Nothing as such, it was all awesome. From documentation to tech support everything was great.
What problems is the product solving and how is that benefiting you?
The ticket management, analysis of ticket data and generating reports for various account managers.
Good platform but requires to be redesigned
What do you like best about the product?
This platform has very good feature that we can copy and paste the documents as it is like we do in word and also we can format them. This is having some groups that contains information and we can navigate throught them easily.
What do you dislike about the product?
Its client response and agent response tab need to be redesigned because whenever we open a ticket it directly take you to the bottom which is latest but it should be on top. Some time its backward navigation doesn't work.
What problems is the product solving and how is that benefiting you?
I can easily go through contents tickets by searching them in any way and this also has good features to connect tickets with Jira cases. So overall it handles data very well.
Fresh Desk CRM review
What do you like best about the product?
The CRM Ticketing System Engagement is good
What do you dislike about the product?
Customer service the accounts team Doesn't take good care of the product buyers
What problems is the product solving and how is that benefiting you?
The Beverage industry needs the customer query or the issues to be lodged in like Onboarding and Quality and R&D feedback of the products which are almost addressed in the CRM portal
Program Manager
What do you like best about the product?
Interface, date visibility , agent view
What do you dislike about the product?
FRT response capture on based of email sent
What problems is the product solving and how is that benefiting you?
tickets assignment, auto assign
Excellence In Workflow Optimization
What do you like best about the product?
The User Interface that is currently available allows my team to accurately & effectively address concerns.
What do you dislike about the product?
It is not always possible to integrate FreshDesk with native systems.
What problems is the product solving and how is that benefiting you?
As mentioned earlier, The User Interface that is currently available allows my team to accurately & effectively address concerns.
Enhancing a better Customer Engagement
What do you like best about the product?
The User Interface, Reporting structure, Ticket automation, and canned responses.
What do you dislike about the product?
Difficult to say as all the features are just awesome. What can be done better is to keep on developing the product.
Mobile App needs a better UI.
Mobile App needs a better UI.
What problems is the product solving and how is that benefiting you?
Better customer engagement.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Faster response to customers' queries.
Can keep a track of customers' communication history at the tap of a button.
Freshdesk works great
What do you like best about the product?
Features of it is super easily accessible
What do you dislike about the product?
Something it does not work properly lagging issue
What problems is the product solving and how is that benefiting you?
Freshdesk solves all problems to support customer in a quick way
CRM solution worth giving a try
What do you like best about the product?
The user-defined category is by far I am loving it, it allows me to capture the key details from the customers to narrow down the area to focus, moreover, it's a great way to allow customers to select the specific topic to which they are facing issues with.
What do you dislike about the product?
Reporting framework and dashboard could have been implemented, exporting every time and continuously working manually on this exported data is a time-consuming job. Thus, a data-driven overview dashboard that has various filters could have been really useful.
What problems is the product solving and how is that benefiting you?
We are struggling to respond to the incoming queries during the peak season, which resulted in customer frustration. I love the features that enable us to automate the initial response automatically when the ticket is logged into the system. This turns out the life saver to us. Cheers!
Great ticket management system
What do you like best about the product?
Easy to sort tickets and track progress through email communication
What do you dislike about the product?
When tickets re-open after it has been closed due to another email being sent on the same thread (but sometimes that is helpful too)
What problems is the product solving and how is that benefiting you?
Helps me manage and track all my integration requests and tickets for my clients and also ask for assistance or collaboration from my other co-workers
Since we have Freshdesk we work better
What do you like best about the product?
It has a tool that allows us to prioritize certain requests, organizing them according to their importance. The system creates requests and tickets automatically, for each communication channel, but also allows us to create tickets manually. It has automated routing, so that calls are routed to the agents trained to solve them.
What do you dislike about the product?
When many requests come in simultaneously through the different channels, the ticketing system can slow down and make the whole program feel more cumbersome. I would also like the virtual assistant to be easier to configure, I notice that there are certain topics that are not necessary and that you have to fill them in to get the assistant up and running.
What problems is the product solving and how is that benefiting you?
The most complete tool for customer service is undoubtedly this software, because its multichannel capacity allows us to serve our customers from all platforms such as social networks, calls, email, website, sms, from the same control panel, making sure that no request is overlooked. It has a tool that allows us to prioritize requests according to their importance.
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