Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Helps to track solutions and resolve tickets in time
What do you like best about the product?
Ease of Use, teams integration, automatic mails to ticket parsing
What do you dislike about the product?
Automatic merge options for similar subject, better visibility of whole ticket, maybe automatic creation of summary
What problems is the product solving and how is that benefiting you?
Neatly organized ticketing and solution platform
experienced adminstrator of Freshdesk for my company
What do you like best about the product?
It help to reduce the response time to customer email
What do you dislike about the product?
Low support of specified function featuring
What problems is the product solving and how is that benefiting you?
It helps me to screens out most of the junk mails and can set up workflows to assign relative task to my colleagues
Freshdesk Helps Us Stay Organized and Responsive
What do you like best about the product?
Freshdesk makes it very easy to manage and track customer inquiries in one centralized place. The ticketing system is straightforward, user-friendly, and helps ensure nothing slips through the cracks. I also like how it allows for collaboration across the team, with the ability to assign, categorize, and prioritize tickets quickly. The reporting features provide clear visibility into response times and resolution trends, which is helpful for identifying areas of improvement. Overall, it keeps our customer support organized and efficient
What do you dislike about the product?
One challenge we’ve experienced is with email threads. If a message comes in as part of a thread, we often have to forward it rather than being able to simply “reply all.” Additionally, when replying, we can only respond directly to the person who sent or forwarded the email, and we don’t have the option to remove them from the conversation. This creates extra steps and limits flexibility in managing communications.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our refund request tickets and customer service inquiries. Having everything organized in one system allows us to track, prioritize, and resolve issues more efficiently. It helps ensure requests are handled in a timely manner, improves accountability across the team, and provides visibility into the status of each case. This ultimately benefits both our staff, by keeping workflows streamlined, and our customers, by ensuring they receive faster, more consistent support.
Freshworks for the win!
What do you like best about the product?
Their support is amazing, quick and responsive.
Their platform is stable and we've never experienced any ongoing issues.
Their platform is stable and we've never experienced any ongoing issues.
What do you dislike about the product?
There's nothing that we've seen, everything runs smoothly.
What problems is the product solving and how is that benefiting you?
Automation, coordination, data analytics and trends
Does what it says on the box
What do you like best about the product?
Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
What do you dislike about the product?
I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service.
What problems is the product solving and how is that benefiting you?
Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
very easy all the details can be tracked on time history is available on every time
What do you like best about the product?
ticket on time we can check and resolve its really helpful
What do you dislike about the product?
more options are not available limited access
What problems is the product solving and how is that benefiting you?
the customer query on time resolution cannon responses
FreshWorks Review
What do you like best about the product?
It is most useful for any customer emails and complaints recieved and check the who is working on the case and connect with different line of buisness
What do you dislike about the product?
I dont see anything where its unuseful .
What problems is the product solving and how is that benefiting you?
customer complaints and which team is working on it and its easier to tag the case to teh right team
great platform, doesn't have native chat enablement option leading us to buy freshchat
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
Reliable helpdesk solution for better customer experience
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
Simple and effective helpdesk solution for daily testing & support.
What do you like best about the product?
I like its clean interface and how easy it is to raise, track, and manage tickets. The automation feature reduces manual work, and integration with third-party apps make testing workflows smooth.
What do you dislike about the product?
Some advanced customisations are limited, and reporting could be more flexible. At times, UI feel slightly slow with a large ticket volumes.
What problems is the product solving and how is that benefiting you?
It helps in managing bug report, support queries, and tracking communication in one place. This improves collaboration between testers, developers, and support teams, and ensure no issue is missed,
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