Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Easy to use, UI is pretty simple, the Analysis are smooth, capability to integrated other apps
What do you like best about the product?
All the automation which need to be done can be configured via UI ( no dev knowledge required ) and also via backend via APIs. API documents is well made and customer support team of FD is very quick.
What do you dislike about the product?
The limit over API call to fetch tickets is 300 :(. At times it's difficult to figure out which section needs to use for the analysis report or Analytics. Also need more admin powers to manage the system.
What problems is the product solving and how is that benefiting you?
We are resolving customer requests raised during their journey over our firm product.
Better journey flows dust to automation
Easy integration of FD APIs to our system
Better journey flows dust to automation
Easy integration of FD APIs to our system
Recommendations to others considering the product:
If you want to start quickly with basic flows, FD is a thing. And yes, it has a good server bandwidth, so it can maintain the load.
There are limitations but it doesn't limits me.
What do you like best about the product?
Allowing Automations, Reporting and User interface.
What do you dislike about the product?
Basic features lacking
Multiple window menu bar not available
Delay in sending responses
Multiple window menu bar not available
Delay in sending responses
What problems is the product solving and how is that benefiting you?
We are providing customer support for the the programs they have registered for.
FD has provided the basic foundation to do this.
FD has provided the basic foundation to do this.
Recommendations to others considering the product:
In overall comparison to all others in market this is the best.
Great system and great support
What do you like best about the product?
Easy to use and set up for the system for agents
What do you dislike about the product?
Some minor limitations for automation, or at least presented as a bit too complex.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to give great support to our clients. Benefits have been an easy to use support system for our agents to give top tier support.
Recommendations to others considering the product:
Ensure that all customization is done, and make sure that you test all workflows before rolling out to clients.
Good ticketing tool for small to mid-seized orgs
What do you like best about the product?
It's pretty affordable, the support team is responsive and have cool features
What do you dislike about the product?
It's hard to customize it, plus doesn't integrate well with other tools
What problems is the product solving and how is that benefiting you?
We managed couple of team's request with Freshdesk and it works well
Amazing Software
What do you like best about the product?
The ability to work collaboratively on tickets with other members of the team to allow success!
What do you dislike about the product?
I'm not too sure what there is to dislike to be honest 👀
What problems is the product solving and how is that benefiting you?
We use freshdesk for both internal tickets as well as external customers
Recommendations to others considering the product:
It's great and amazing support too! Even on the free plans!
Great Ticketing Tool - Good integrations!
What do you like best about the product?
Internal automations, automated ticket assinging, good API and Webhook settings, good Support
What do you dislike about the product?
Integration to Freshsales could be better
What problems is the product solving and how is that benefiting you?
Customer Querie handling and assigning them to different agents, help widget
Recommendations to others considering the product:
Its a great tool, good api, good settings, easy
Freshdesk is actually amazing , it grows with plans
What do you like best about the product?
Freshdesk is most useful that is very easy to setup and very user friendly interface ,easy to integrate widgets and use API integration , the comparison part it has the nicest issue management and client support.
What do you dislike about the product?
The most ridiculous thing is actually the ticket management system that does not work properly , it's actually very difficult to ascertain the actual team member responding to clients which k think is a major setback , the integration can be a limit sometimes.
What problems is the product solving and how is that benefiting you?
It is actually cost effective then Zendesk which is a competetor ,it is actually having very nice UI and simple to use , it has increased the efficiency,
It has a special feature of network monitoring not present in Zendesk so it has helped out organisation.
It has a special feature of network monitoring not present in Zendesk so it has helped out organisation.
Recommendations to others considering the product:
Yes many features are worth it like network monitoring and good user interface , integrates nicely and good optimization.
Helpful For Growing Business
What do you like best about the product?
Freshdesk has been essential for keeping our Client Care system organized it’s been a great tool for sending follow up emails as well. I have set up the AI chat but not launched it yet.
What do you dislike about the product?
I’d like to see options for part-time staff. I have a couple part-time Client Care team members and I have to pay the same amount for them to have accounts/seats as I do for our full-time team members when they use the product only on their shifts.
What problems is the product solving and how is that benefiting you?
Organizing our inquiries, keeping track of our client care teams responses. It's helped put everything in one place
As very good tool for ticketing I have ever used. Easy to navigate.
What do you like best about the product?
Ease of creating a ticket and also providing the seamless experience to search the ticket and assign it to the agents.
What do you dislike about the product?
It is very difficult to confirm about it as I am unable to find any such things. Everything is good
What problems is the product solving and how is that benefiting you?
We are in an E-commerce and dealing with cosmetics. So. here, we are using this tool to raise the ticket about the customer queries and it is very helpful and it is easy to keep the track of customers' complaints and resolution.
Customer Care Officer
What do you like best about the product?
I love how simplified Freshdesk is, i work as a customer care and we get assigned tickets daily on which we have to work on. On Freshdesk we can keep track of those tickets and provide a proper resolution
What do you dislike about the product?
There's nothing i dislike About Freshdesk, before Freshdesk I was working on Salesforce and i find Freshdesk much simpler one thingnill suggest is to make it a little bit interactive and color friendly
What problems is the product solving and how is that benefiting you?
Customer Related queries, i work in an edtech company so we solve queries relating to learners course , batch , modules and tech related issue. Easy to keep track on and we can link a cloud app to connect like ozontel
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