Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk Review
What do you like best about the product?
Ease of customisation to suit our business needs
What do you dislike about the product?
Cannot permanently delete contacts baring in mind Freshdesk automatically creates them
What problems is the product solving and how is that benefiting you?
Technical Support help desk across multiple products
Customer service, with a fresh twist
What do you like best about the product?
The easy to use tools and features allow for an improved workflow and ultimately better experience for customers.
What do you dislike about the product?
Sometimes an option to edit something might be hidden a bit too well.
What problems is the product solving and how is that benefiting you?
We've used it to organize and distribute our multi region support workflow across a large team, with automation playing a heavy role.
Recommendations to others considering the product:
Give it a try, you have nothing to lose, but a lot to gain.
Great Customer Service
What do you like best about the product?
First of all, their support is awesome. Not only do they respond quickly but will make sure they have done everything to answer your questions.
What do you dislike about the product?
The only thing I dislike is the inability to build a template for my articles.
What problems is the product solving and how is that benefiting you?
I write support articles where I work. I love the flexibility of categorizing topics, moving articles from one category to the next, and the ability to have others review my drafts before I publish.
Recommendations to others considering the product:
It is faster to set up and use than many other help desks applications in the marketplace.
Review after interaction
What do you like best about the product?
Responsive and clean look the interface is also clear and easy to understand / use
What do you dislike about the product?
would like to add more fields in table view and maybe some graphs and the sorting of the fields in the table view is very limited.
What problems is the product solving and how is that benefiting you?
customer support tickets
Recommendations to others considering the product:
good product
Great platform!!
What do you like best about the product?
The Freshdesk platform is really great to use for your company, if you don't have time to integrate a Helpdesk platform in your own company. Quick and up to date features. Easy to adjust question base, etc.
What do you dislike about the product?
Some of our staff members work only once per week, where we need to pay separate licenses for. Not a big deal though.
What problems is the product solving and how is that benefiting you?
We are solving user questions for our website. We benefit from the catagorizations we are able to funnel the questions through.
Awesome
What do you like best about the product?
Purushothaman was really helpful with all the questions i asked
What do you dislike about the product?
maybe time difference/ i am currently in Africa and it was late night when i was getting assistance
What problems is the product solving and how is that benefiting you?
We are able to monitor all queries on our support desk , this allows us to resolve issues quickly
Recommendations to others considering the product:
Definitely recommend the product if you are looking to understand the support/request data from your customers
Amazing Help Desk
What do you like best about the product?
The UI, it's very user-friendly. I feel like I know how to navigate around the platform and get everything set up to work best in my helpdesk. Also there support is top notch, quick and helpful and does not make me feel stupid for asking simple questions.
What do you dislike about the product?
Really the only one thing I don't like about is that you can not escalate the ticket to another queue and leave a internal note. Like you have it add a note put if the agent is not apart of the group and needs to add more to it they are not able to unless they are apart of the group. That is the only thing I would update. No matter what group the ticket is in agent can still update notes
What problems is the product solving and how is that benefiting you?
All our customer support needs. We have it all in one place. We love it better then Zendesk.
Extreamly helpfull App
What do you like best about the product?
- multiple features that attend our necessities
- replies issues really fast and are always helpful
- with its integration we are allowed to comunicate with great quality with our clients through every single communication plataforms.
- replies issues really fast and are always helpful
- with its integration we are allowed to comunicate with great quality with our clients through every single communication plataforms.
What do you dislike about the product?
- honestly I can’t think of anything that it qualifies as dislike
What problems is the product solving and how is that benefiting you?
- i am shortening my contact with my clients in order to solve their problems faster and be able to provide an easy way for then to always reach us faster manner
Great product for great agents!
What do you like best about the product?
Great, fast user interface and a great customer support. Employeers are extremely friendly and helpful, they will NOT stop until they fully satisfied you.
What do you dislike about the product?
In Freshdesk, thing can get overwhelming because there are so many options and tools you can use (which is great). Ofcourse you will get used to this after a whiile and you will understand everything.
What problems is the product solving and how is that benefiting you?
We can provide quick and clear answers to all our customers from around the world. We are able to integrate our Social Media account into Freshdesk, so we have a more organized working space.
A great upgrade for our help desk.
What do you like best about the product?
FreshDesk was our top selection to replace our previous help desk software. We tested ZenDesk, SpiceWorks, FreshDesk, and TeamViewer’s service add-on. We selected FreshDesk. Overall setup is easy. Single-sign-on with Microsoft Azure works well. TeamViewer Remote Desktop integrates easily.
What do you dislike about the product?
The ticket satisfaction survey isn’t very deep. Difficult to integrate widgets in SharePoint.
What problems is the product solving and how is that benefiting you?
A replacement for Help Desk Authority which was left unsupported after Dell purchased the software. Dell did offer an upgrade to Kace. Kace was significantly more expensive an too complex for our needs.
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