Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,416 reviews
from
External reviews are not included in the AWS star rating for the product.
FreshDesk Agent Review
What do you like best about the product?
What I like about Freshdesk is how it streamlines communication across teams, making it easier to manage inter-team dependencies and track the lifecycle of each ticket through clearly defined states. Recently, I’ve also appreciated features like:
Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets.
Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow.
Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability.
Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly.
These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers.
Freddy AI-powered suggestions: It helps reduce response time by recommending the best actions or solutions based on past tickets.
Customizable workspace views: These let agents tailor their ticket queues and dashboards to fit their workflow.
Collaboration enhancements: Features like Shared Ownership and Linked Tickets help teams work together on complex issues without losing accountability.
Improved automation: The new workflow automator updates let us set up complex, condition-based rules that reduce manual tasks significantly.
These enhancements not only improve operational efficiency but also elevate the overall support experience for both agents and customers.
What do you dislike about the product?
One area where Freshdesk can improve is customizable notifications — currently, it lacks the flexibility to tailor alerts exactly to individual preferences or specific use cases, which can lead to either notification fatigue or missed updates.
What problems is the product solving and how is that benefiting you?
Inter-team Communication to resolve dependencies.
Recommendations to others considering the product:
It's a great platform to resolve inter-team dependencies.
This is a fantastic tool for process management!
What do you like best about the product?
Freshdesk is an agile, easy tool to manage service tickets. Since the implementation in our company, the management of tickets reached another level. The ability of creating specific agents with specific groups and reach points made the categorization of the tickets really easy, and the process became much more intuitive and efficient. I can say that our customers are much more satisfied with the response time and the information workflow now.
What do you dislike about the product?
This is a tough question because there is nothing I really dislike on Fresdesk! I would like having more reports on what we do with the tool, the ability to create custom reports that bring more useful management information. So that they would be really useful, since one of the main reasons to adopt a Freshdesk was to have more intelligence and insights on the operation and identify needs that may improve our processes. I could say that the interface could use a little polish, but even that is an overstatement.
In a nutshell, I love it!
In a nutshell, I love it!
What problems is the product solving and how is that benefiting you?
I don't have any problems currently. Amazing benefits of using the tool are:
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
- the gathering of information in one single source;
- the ability to quantify service requests;
- the ability to instantly identify bottlenecks and troublesome areas;
- the ability to have a history of all the issues that were raised using the helpdesk, the chat and all channels.
Decision making stakeholders can now identify much more easily where investments are needed, which areas are being impacted by a lack of resources or personnel, and act more decisively on issues that may impact business revenue. Suffice to say that all persons involved are much happier.
Recommendations to others considering the product:
I would definitely recommend at least a trial of Freshdesk; it is really easy to setup and use, and the benefits of using it greatly exceed the expectations.
Great software
What do you like best about the product?
The automations, canned response are very good
What do you dislike about the product?
The lack of reminders I would like to receive an email Everytime tickets get stucked
What problems is the product solving and how is that benefiting you?
We are dealing with IT requirements and we are getting some feature requests from our costumers
Recommendations to others considering the product:
Try to buy a Blossom plan
Ticks all of the boxes
What do you like best about the product?
Clean, easy to use interface. Uncomplicated and a lot of functionality, even in the free plan.
What do you dislike about the product?
Nothing. I only have good things to say about Freshdesk.
What problems is the product solving and how is that benefiting you?
We needed a reliable and easy to use help desk platform for our staff to be able to communicate with customers and vice versa. Freshdesk ticks all of the boxes.
Great tool and support
What do you like best about the product?
Easy to implement and the app is good too.
What do you dislike about the product?
When a customer opens a ticket via email, they don't get an acknowledgement that is was created
What problems is the product solving and how is that benefiting you?
Keeping support issues and projects in one place is helpful - this company used to run everything by email
Fresdesk revolutionised how we take the tickets and answer our players
What do you like best about the product?
How well organized and clean the Ticket interface is
What do you dislike about the product?
Analytics is a bit confusing and does not let me select the data I want
What problems is the product solving and how is that benefiting you?
The Speed of resolution and the Confidence of our team has increased drastically
Freshdesk smart automations
What do you like best about the product?
Freshdesk helps us in responding to the high incoming emails of our customers. I like it since it's easy to use and hence has helped us in easy responding. It has a good interface that is friendly to navigate through it. It shows good statistics and the number of emails enabling us to track our inbound and outbound records.
What do you dislike about the product?
It does not support inbound and outbound calls. This should also be included.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us reach our customers expectations by replying to their tickets in a fast and efficient way.
Recommendations to others considering the product:
Good helpdesk software. I recommend it to every company. It's simple to integrate and start responding to customer emails.
I could centralize all my support channels into one
What do you like best about the product?
How I can integrate all support incoming from our different channels
What do you dislike about the product?
Reporting has to be improved, not user friendly
What problems is the product solving and how is that benefiting you?
We used to have decentralized support from different channels like email, calls, twitter and facebook. Our agents had to track manually the tickets, give support, care about satisfaction and resolve them. Many tickets were left unattended and that cost us a lot. Now, we have full control and visibility on the agents and on the tickets making easy the resolutions of lots of tickets.
Awesome tool
What do you like best about the product?
The easy adoption and friendly basis location of every module, it's so intuitive that onboarding is almost not required to start the experience
What do you dislike about the product?
Nothing this far. It fits perfect with my team.
What problems is the product solving and how is that benefiting you?
The communications and reach outs from our customers come from so many channels and with Freshdesk it seems that it's just one channel, because you have all at hand and through automation for known cases, allows you to help more customers in less time.
Recommendations to others considering the product:
If you are looking for a helpdesk solution of high performance and with less time of implementation, adoption and case resolution, you obviously need Freshdesk.
economical but with many functions
What do you like best about the product?
integration with many services
easy setup
customization also in the free profile
community active and quick in solving problems
easy setup
customization also in the free profile
community active and quick in solving problems
What do you dislike about the product?
some features are only enabled in more expensive profiles
What problems is the product solving and how is that benefiting you?
I use FreshDesk to manage the Help Desk service of a homemade software with 500/600 active customers
showing 1,131 - 1,140