Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Outstanding product with unique capabilities
What do you like best about the product?
In our Org, we generally use it as a ticketer tool to get tickets from clients and post responses against it and the best things I found are you can track who is peaking to your conversation in the whole organisation in a live manner and also who is putting a note of reverting against the conversation. Also, you will get an email once you or someone updated the content which will keep you updated about all the matter.
What do you dislike about the product?
I would not say I disliked anything as what I disliked was the security and robustness.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
So suppose if you have a code (Java, SQL) or any other programming language you would not be able to add to the note or in the reply as a fresh desk always scans and will not allow you to sent the communications if you have attached a code in the email.
What problems is the product solving and how is that benefiting you?
As I mentioned above we are using Freshdesk as an incident management tool we have circulated various IDs to our clients which they can use and raise incidents and based upon we take action.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
The tools are really easy to use and the emailing functional dashboard and all other functions make it the best-suited product for our organisation this is my own experience and view based on the usage of the product.
Freshdesk Review
What do you like best about the product?
The simplified ticketing system is the best feature of this application.
What do you dislike about the product?
Nothing I disklike. It would be better if it could be integrated with RMM softwares.
What problems is the product solving and how is that benefiting you?
Ticketing, Customer Management and support. It's like all in one for customer service management. Yes, I am more productive. It has.
Recommendations to others considering the product:
Would recommend to everyone who is looking for an easy and convenient customer support software with multiple features.
Best Ticketing Platform for Customer Support
What do you like best about the product?
Customer support made easy. Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view. We are getting good insights for our brand.
What do you dislike about the product?
extend more desktop features to the mobile app client. There are some restrictions where you need automation and sometimes there is just no way to achieve what you need. I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.
What problems is the product solving and how is that benefiting you?
We are handling our customer projects for creating the e-commerce website and from that, we are able to track the internal team efforts. We are able to track the team performance as well.
Perfect solution to successfully run and manage a business
What do you like best about the product?
The UI is really great with all the tools exactly at the right places.
Customer support even for small businesses is really good, they usually solve tickets quickly.
Customer support even for small businesses is really good, they usually solve tickets quickly.
What do you dislike about the product?
Not every type of API is available here and they simply deny making one if we want them.
What problems is the product solving and how is that benefiting you?
Managing bookings using ticket management system.
Maintaining transparency with employees about their work.
Maintaining transparency with employees about their work.
Easy to use with loads of features keeping customer at the center
What do you like best about the product?
Multiple Teams can collaborate very easily and have view of the issues raised by customer.
As a CSM, I can track whats going on, guide teams with internal notes.
As a CSM, I can track whats going on, guide teams with internal notes.
What do you dislike about the product?
Tagging people is very tricky here. This can be improved a bit.
Additionally, setup of account according to various plans support should also be there.
Additionally, setup of account according to various plans support should also be there.
What problems is the product solving and how is that benefiting you?
Multi-team visibility is there for the tickets which helps with collaboration.
Relevant teams can increase priority as per the case raised.
Relevant teams can increase priority as per the case raised.
Recommendations to others considering the product:
Great tool to address your customer issues and even better for internal teams to collaborate and help solve those issues.
Good customer support application
What do you like best about the product?
I like it because, I can track or view any pending tickets to be address by me to our customer. Also chatbot reduces the frequently asked workload.as well our customers loved this platform
What do you dislike about the product?
Price of this platform is little high, comparing the level of options available with this platform. support performace report is generating out of it is not upto the mark.
What problems is the product solving and how is that benefiting you?
Resolved problem of, receiving repetitive same concerns from customer, bot use to handle those queries on own. And ticket tracking is also added advantage for us.
Our Freshdesk Journey
What do you like best about the product?
We enjoyed the seamlessness and ease of using Freshdesk and the incorporation of the Live Chat and Caller aspects. It was great to have everything on one platform.
What do you dislike about the product?
Freshdesk was unreliable for us. We regularly had customers reporting that they had sent us tickets or replied to a ticket and we did not receive these contacts.
What problems is the product solving and how is that benefiting you?
Having the three main contacts chat, email and phone in one helpdesk helped agents with time management during our busiest season. Agent response time was up!!!!
Great CS platform!
What do you like best about the product?
UI is super easy to use and understand. I can clearly get the information I'm looking for without too many clicks around the tool
What do you dislike about the product?
I believe there are some limitations from a configuration point of view but as a user I'm super happy
What problems is the product solving and how is that benefiting you?
It's great for managing our customer support, service our customers and run an efficient help desk.
Nice interface easy to use
What do you like best about the product?
Ease of usage, quick UI and simple features
What do you dislike about the product?
Linking with mailbox sometimes is difficult
What problems is the product solving and how is that benefiting you?
We are solving tickets, the turn around time is very less
Regular experience
What do you like best about the product?
It was an intuitive tool, with access regulation and easy to learn
What do you dislike about the product?
There was no possibility of automating responses. As intuitive as it was, the layout was not attractive.
What problems is the product solving and how is that benefiting you?
Customer service issues. We were able to meet our demand.
Recommendations to others considering the product:
Good tool, but in need of improvement, especially in service automation.
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