Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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I’ve had a terrible experience
What do you like best about the product?
They offered a forum feature for both internal team collaboration and customer use.
What do you dislike about the product?
I’ve had a terrible experience with Freshdesk (Freshworks). We downgraded our subscription to four agents, and I received multiple emails from them confirming this change, including one that said: “This is to remind you that your subscription for corecommissions.freshdesk.com will be modified in the next 72 hours.”
Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up.
The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.
Despite that, they continued to charge us for 19 licenses. I've sent over a dozen emails trying to get this corrected, and still no resolution. When they finally scheduled a support call (at a time they selected and sent the invite for) no one showed up.
The issue is simple, well-documented, and should have been fixed weeks ago. Their customer service is unreliable and unhelpful. Avoid this platform if you value your time and money.
What problems is the product solving and how is that benefiting you?
They offered a forum feature for both internal team collaboration and customer engagement.
Easy to comprehend, multi use
What do you like best about the product?
all platforms are connected into one single field.
What do you dislike about the product?
Resolved tickets do not reopen. have to check notifications for a response.
What problems is the product solving and how is that benefiting you?
providing customers a faster service with quick resolutions.
E-commerce business unit director
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which made onboarding our team remarkably smooth. The platform’s automation capabilities have significantly streamlined our support processes, allowing us to respond to customer inquiries faster and more efficiently. I also appreciate the comprehensive reporting tools, which give us valuable insights into our team’s performance and customer satisfaction. Overall, Freshdesk has helped us deliver a higher level of service to our clients while optimizing our internal workflows.
What do you dislike about the product?
One aspect I dislike about Freshdesk is that some advanced customization options can be a bit limited or require additional integrations, which sometimes slows down the implementation of more complex workflows. Additionally, while the platform is generally intuitive, certain features—such as detailed reporting or automation rules—could be more flexible and user-friendly. Occasionally, we have also experienced minor delays with customer support response times when addressing technical issues. However, these challenges have not outweighed the overall benefits Freshdesk has brought to our organization.
What problems is the product solving and how is that benefiting you?
We chose Freshdesk over its competitors primarily due to its user-friendly interface, robust automation features, and seamless integration capabilities. Previously, our communication with the client was handled exclusively via email, which often led to delays and inefficiencies.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Since implementing Freshdesk, we have seen significant improvements. Specifically, the number of client reminders requesting responses has been reduced by half, demonstrating a clear increase in our responsiveness and efficiency. Additionally, by automating several routine processes within Freshdesk, we have been able to avoid hiring two additional employees, resulting in substantial cost savings for our organization. Overall, Freshdesk has streamlined our workflow, improved client satisfaction, and delivered measurable operational benefits.
Best Integration For the Company
What do you like best about the product?
The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly.
What do you dislike about the product?
Shortcuts are not very user-friendly. Could be a little better.
What problems is the product solving and how is that benefiting you?
Solves the issue of slow response times and inaccurate data collection.
It has been amazing
What do you like best about the product?
Freshdesk Ai services are the best and makes solving tickets much faster.
What do you dislike about the product?
The shortcuts are hard to navigate, and there are a lot of buttons that may not be necessary.
What problems is the product solving and how is that benefiting you?
Helps solve tickets faster and can add notes to ensure accuracy.
Wonderful Reports!
What do you like best about the product?
The reporting software is fairly accurate with minimal delay.
What do you dislike about the product?
The macro's and shortcuts can be a little difficult to use.
What problems is the product solving and how is that benefiting you?
Reports for each of our agents and our overall team reports are easier to access.
easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
Freshdesk Review ~1 year of use
What do you like best about the product?
Analytics, time tracking, ease of setup and use. Overall I enjoy using the software daily, however there are small things that I'm not a huge fan of.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
Seeing ticket breakdowns, time taken to complete them, and customer specific analytics are probably the biggest, most important aspect for us at this time.
What do you dislike about the product?
The automation isn't always great and we spend a fair amount of time either experimenting with filters, or manually routing tickets to the correct user/area.
What problems is the product solving and how is that benefiting you?
Understanding how much time and resources we allocation to different clients and vendors. Prior to FD we were working collaboratively out of Gmail. While that worked on a small scale, pulling data from that was incredibly difficult and did not give us meaningful data. In addition, some tickets were slipping through the cracks. So in addition to client based analytics, we now have support technician analytics which helps us understand how our team is functioning/
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