Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency
What do you like best about the product?
I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service.
What do you dislike about the product?
I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience.
Streamlined Enquiry Management, Needs Better Generative AI
What do you like best about the product?
I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently.
What do you dislike about the product?
I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details.
What problems is the product solving and how is that benefiting you?
Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods.
Best Support Company I’ve Worked With
What do you like best about the product?
The best support company I have worked with, easy for use and implement, integrated with other applications.
What do you dislike about the product?
At the moment, I haven’t found any features that I don’t like.
What problems is the product solving and how is that benefiting you?
It’s an integrated assistant that helps me organize all my PR and Help Desk activities.
Great UI, but missing dark mode makes long days tough
What do you like best about the product?
The UI is great, and I like it a lot, even though dark mode is missing.
What do you dislike about the product?
There’s no dark mode. I’m in Freshdesk about 8 hours a day, and my eyes end up hurting a lot because of it.
What problems is the product solving and how is that benefiting you?
It’s easy to read and set up.
Easy to Navigate Freshdesk with Excellent Support Articles
What do you like best about the product?
I like how easy it is to navigate freshdesk and the support articles are very good.
What do you dislike about the product?
Lack of some automation events makes it difficult to create and implement complex automations.
What problems is the product solving and how is that benefiting you?
Freshdesk is fast, easy to use and the report builder and data exports are veery helpful.
Effortless Ticket Management and User Collaboration
What do you like best about the product?
I find Freshdesk great for making workflows faster and resolving tickets efficiently. It helps with analysis and updates on devices and keeps me informed about backlogs at our repair center. I love that it streamlines the acknowledgment and passing of messages to third parties quickly. The efficiency in providing detailed data on every task is impressive. I actually love the surprise factor it brings when problems are resolved, sometimes leaving my colleagues in awe. Also, the setup was smooth, easy, and understandable.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Freshdesk speeds up workflows, helps resolve tickets, tracks backlogs, facilitates message passing, and enables team awareness on issues resolved without direct contact.
Excellent for Client Servicing Emails with an Easy-to-Manage Admin Dashboard
What do you like best about the product?
It’s very good for sending and receiving emails, especially if you work in a client servicing role. The admin dashboard is also easy to use and manage.
What do you dislike about the product?
If an email is assigned to someone else, it never shows that I worked on it at any point. Instead, I have to open it and check.
What problems is the product solving and how is that benefiting you?
It is very good for our clients as we know the email will never be missed and worked upon
Clean, Easy Ticketing That Saves Time With Automation
What do you like best about the product?
Freshdesk is super easy to use and doesn't feel overwhelming like some support tools do. Everything is clean and organized, so managing tickets doesn't turn into mess. I also like how automation and canned replies save time and reduce repetitive work. It just makes handling customer queries smoother and less stressful, especially when things get busy.
What do you dislike about the product?
Freshdesk can feel a bit overwhelming at the beginning because there are so many features, tabs and settings to explore. While this is great once you are used to it, the initial learning curve can be confusing, especially for new users or small teams. Another downside is that some really useful features, like advanced automation, detailed reports or certain integrations are only available on higher pricing plans. This can be limiting if you are on a basic plan and want more flexibility. Also, when ticket volume is high, the interface can feel slightly cluttered, which slows things down a bit.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of customer support getting messy and unorganized when queries start coming in from multiple channels. Instead of juggling emails, chats and tickets separately, everything is managed in one place. For me, this is helpful because it keeps conversations structured and easy to track. Automation, ticket prioritization and clear workflows save time and reduce manual effort. It makes responding to customers faster and less stressful, especially during busy periods and helps ensure nothing slips through the cracks.
Efficient Customer Support with Automation, SLA Tracking & Multi-Channel Coverage
What do you like best about the product?
It enables efficient handling of customer queries through automation, SLA tracking, and multi-channel support, which helps maintain timely and consistent customer service.
What do you dislike about the product?
There is Nothing to dislike everything is perfect!
What problems is the product solving and how is that benefiting you?
Freshdesk solves the challenge of managing customer support requests efficiently across multiple channels.
It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support.
It centralizes tickets, automates workflows, and tracks SLAs, which helps me stay organized, respond faster, and deliver consistent, high-quality customer support.
Solid Ticketing & Automation, but Rigid Billing and Seat Management
What do you like best about the product?
The core ticketing functionality is solid and reliable day-to-day.
Automation rules, SLAs, and basic workflows are well thought out and generally easy to configure.
The product scales reasonably well as volume increases, and the reporting covers most standard support needs.
For frontline support teams, onboarding and daily usage are straightforward.
Automation rules, SLAs, and basic workflows are well thought out and generally easy to configure.
The product scales reasonably well as volume increases, and the reporting covers most standard support needs.
For frontline support teams, onboarding and daily usage are straightforward.
What do you dislike about the product?
Commercial and billing flexibility doesn’t match the operational flexibility of the product itself.
Seat management and subscription changes feel rigid and process-heavy, particularly for businesses that need to scale down as well as up.
Support responses on billing and contractual questions can be slow, repetitive, and policy-driven rather than clearly anchored to transparent terms.
Escalations tend to introduce more stakeholders without necessarily increasing clarity or resolution speed.
Additional context
In our case, a straightforward seat reduction request involved long response delays and reliance on cancellation-style clauses that could not be clearly pointed to in writing when asked. While the outcome was ultimately enforced, the lack of transparency and responsiveness is something prospective buyers should factor in alongside the product’s strengths.
Seat management and subscription changes feel rigid and process-heavy, particularly for businesses that need to scale down as well as up.
Support responses on billing and contractual questions can be slow, repetitive, and policy-driven rather than clearly anchored to transparent terms.
Escalations tend to introduce more stakeholders without necessarily increasing clarity or resolution speed.
Additional context
In our case, a straightforward seat reduction request involved long response delays and reliance on cancellation-style clauses that could not be clearly pointed to in writing when asked. While the outcome was ultimately enforced, the lack of transparency and responsiveness is something prospective buyers should factor in alongside the product’s strengths.
What problems is the product solving and how is that benefiting you?
Support tickets
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