Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Flexible to our needs
What do you like best about the product?
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools.
This means a lot of saved time and guaranteed traceability.
This means a lot of saved time and guaranteed traceability.
What do you dislike about the product?
We would like an increased customization for customer portal.
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
What problems is the product solving and how is that benefiting you?
We supply digital customer support from different digital channels and origins.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
Recommendations to others considering the product:
Start with a small solution to test and add features to grow to a full scale backend CRM
Best Ticketing System for SMB Segment
What do you like best about the product?
- Ease of use
- Simple UI
- Powerful Workflow Automations
- Integrations
- Simple UI
- Powerful Workflow Automations
- Integrations
What do you dislike about the product?
There are no specific cons about Freshdesk but the following could have been better:
- Reports
- complex ticket distribution system
- Reports
- complex ticket distribution system
What problems is the product solving and how is that benefiting you?
- Managing internal customer tickets
- Ease of maintaining SLAs
- Ease of maintaining SLAs
Solves lot of helpdesk problems for us
What do you like best about the product?
- Easily manage and track support tickets
- Knowledge repository
- Knowledge repository
What do you dislike about the product?
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
What problems is the product solving and how is that benefiting you?
- Tracking support tickets for our SaaS
- Analytics around the tickets
- Building a knowledge repository for the support agenst
- Analytics around the tickets
- Building a knowledge repository for the support agenst
Best UI, Automation Options & Seamless Intergation
What do you like best about the product?
Simple to set up - you don't need tech knowledge to set up freshdesk, easy to understand UI helps one to set up automations, email intergations, survey campaigns etc
What do you dislike about the product?
They should have a call support to address critical/urgent cases, raising emails and chatting sometimes becomes irritating when you have complex and critical cases to address.
What problems is the product solving and how is that benefiting you?
Management of emails, multi-channel contact touchpoints, social media cases from play store, Twitter and Facebook, we host our knowledge base with freshdesk, run our app support section and multiple other things.
A bad product. Insanely slow. Does not evolve from tech
What do you like best about the product?
We like our Account Manager Bhavani's support on each ticket we raise.
What do you dislike about the product?
Very very slow tool.
Analytics are poor.
The loading time of tickets is way too high.
The interface and design of features are so poor that we can't use them for customers.
Latency is a huge issue.
Analytics are poor.
The loading time of tickets is way too high.
The interface and design of features are so poor that we can't use them for customers.
Latency is a huge issue.
What problems is the product solving and how is that benefiting you?
We answer user queries with Freshdesk.
We haven't seen much of the benifits so far
We haven't seen much of the benifits so far
Recommendations to others considering the product:
Would not recommend to any businesses which needs a faster system to revent to users.
At the top
What do you like best about the product?
Services, UI, reporting algorithm, never gets down.
What do you dislike about the product?
Delay in support no real-time contact center.
What problems is the product solving and how is that benefiting you?
Auto Merger app and custom install apps
Recommendations to others considering the product:
One of the best on which we can use to get best out of our customers.
Its been an amazing ,friendly, less training to understand the software, great option
What do you like best about the product?
more straightforward concept of the process setup
What do you dislike about the product?
no proper notification on invoices or payments
What problems is the product solving and how is that benefiting you?
easier communication method with customers, benefits of data available
It's been a fantabulous journey so far & going on!
What do you like best about the product?
Building what the users would really need! Adding the features that the users would need is definitely a stand out. The hard work done to understand the user needs are also appreciated. Also, the capabilities provided in terms of various integrations, flexibility etc is great.
What do you dislike about the product?
Nothing significant. May be the price :D
What problems is the product solving and how is that benefiting you?
We have streamlined our e-mail communication channel while ensuring high CSAT & productivity.
Fantastic end-to-end support and just the tools you need
What do you like best about the product?
Out of the box implementation, great helpdesk tools, website chat functionality that feels native and not plugged in, and the ability to respond to tickets and support requests on the go wherever you are.
What do you dislike about the product?
Their one-on-one customer service is occasionally lacking. I've sent tickets to the team in the past and not had a response for months on end. This is often disappointing especially for a customer centric organisation.
What problems is the product solving and how is that benefiting you?
Being able to connect with our users wherever are, at whatever time, and via desktop and mobile. When starting a business often you're juggling a lot of different things including possibly working another job! An ability to help our customers on the go is vital. Not everyone has a CX support centre.
Recommendations to others considering the product:
Look our for their startup business packages. These are great value and give you all their state of the art support tools for an entire year for free.
User friendly Freshdesk
What do you like best about the product?
Easy to use & customize, great customer support, omni channel with all features
What do you dislike about the product?
No Macros when creating tickets, can improve on reporting
What problems is the product solving and how is that benefiting you?
Good ticketing system, works for multiple brands/products
Recommendations to others considering the product:
Easy to use & customize, great customer support
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