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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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External reviews

3,416 reviews
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External reviews are not included in the AWS star rating for the product.

    Cassandra G.

help desk

  • July 29, 2020
  • Review provided by G2

What do you like best about the product?
We like the fast response time and the review system. This is an easy way to help employees with help. it has been an easy transition to the system vs. our old system and help desk software.
What do you dislike about the product?
the lag of time in between convo time. we have seen a decline with people wanting help because it does take a few mins to get the question answered.
What problems is the product solving and how is that benefiting you?
WE solve all technology question for our employees. when there is an issue with computers, ipads, and other desk tops.
Recommendations to others considering the product:
I think this is for a fast pace company. this will help with your empliyees.

    Aaron B.

Very easy to use!

  • July 29, 2020
  • Review provided by G2

What do you like best about the product?
I like how easy it is to use Freshdesk. One unique feature is that you can see when other agents are either looking at or replying to a ticket so that you do not have 2 responses getting sent out simultaneously.
What do you dislike about the product?
I cannot think of any downsides to Freshdesk.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our customer support portal. This helps our team track issues and questions coming in from our customers.

    Paul D.

Easy Task Creation

  • July 29, 2020
  • Review provided by G2

What do you like best about the product?
Freshdesk allows us to send tasks to everybody in the company. Creates organization on what tasks needs to be completed. Can also be used as a reminder. The tickets can be passed and worked on by several different people. It is great to keep yourself organize.
What do you dislike about the product?
It would be great is Freshdesk could somehow incorporate Salesforce and have autofill properties or have some kind of autofill properties that you could do to make tickets. It would make creating tickets faster.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us create different tasks to every department without losing them. You are able to keep track of every single ticket that has been created.
Recommendations to others considering the product:
Great for organization and task creation for your team.

    Retail

Transition

  • July 28, 2020
  • Review provided by G2

What do you like best about the product?
After coming in as the 6th IT Support person in a very short time. This has helped me keep up on where I am at in projects, allow the owner to know where I’m at and it helps everyone to avoid calling me with non emergency problems.
What do you dislike about the product?
At first, getting my new agent profile created was a hassle but after contacting Freshdesk support, they were able to provide the documentation that helped us.
What problems is the product solving and how is that benefiting you?
The problems they are solving is keeping me on track age letting my boss know where I’m at on projects. I get pulled all over the company as I am versed in all aspects of the company.

    Barbara Ramirez N.

A quick method to start tracking tickets for the service

  • July 27, 2020
  • Review provided by G2

What do you like best about the product?
We appreciate this that you could always coordinate a huge amount of requests for assistance, assign everything, but conduct them on addressing them without thinking about losing anyone. We do enjoy the simplicity of building and contributing to existing knowledge. Which brings our clients up-to - date with the new trends. We do like the service FreshDesk is providing. When we have a query, they respond promptly and correctly. FreshDesk also provides numerous information sessions which help students learn when to use the software.
What do you dislike about the product?
The compact Fresh Desk program is all about useless. This might be nice that there have been increasingly complicated undertakings / updates as both a component of the ticket contains, but, it wasn't so much as either an item that a vast proportion of citizens are searching for, so thus we have process to find across those limits.
What problems is the product solving and how is that benefiting you?
Overall, the app is a fantastic help for customer service because we already had enough customers to handle this network and made it easier to migrate, providing knowledge to every user. It's combined with other network of online chatting so this functionality is really beneficial. The research has become simple for us now because we can test the findings of some person. It has benefited us a lot with leads to pop up.
Recommendations to others considering the product:
Yet it's the second help app They've seen, I suggest it because it provides full functionality for the services and its simplicity in coping with customer care. I think it's the perfect way to stop having an email account to address issues for your customers, prevent spam and missed addresses.

    Health, Wellness and Fitness

It has eased our problem in solving customer queries.

  • July 27, 2020
  • Review provided by G2

What do you like best about the product?
I like how it's easy to manage each query that we receive from our customer
What do you dislike about the product?
There is nothing in can think of that I dislike
What problems is the product solving and how is that benefiting you?
Customer Query

    Ndivhu S.

Fantastic Support System

  • July 21, 2020
  • Review provided by G2

What do you like best about the product?
You are able to communicate with customers and manage, tracethe communications eith customers
What do you dislike about the product?
To be honest there is nothing bad to say
What problems is the product solving and how is that benefiting you?
Assisting our customers daily through Freshdesk
Recommendations to others considering the product:
A first stop helpdesk system, Dont look no further

    Writing and Editing

First Preference.

  • July 20, 2020
  • Review provided by G2

What do you like best about the product?
Communication and trail mail is easy to track. Easily accessible.
What do you dislike about the product?
Font options in the description, it sometimes doesn't take the default font. More options for editing the context.
What problems is the product solving and how is that benefiting you?
mails are properly manageable now. my time is saved.

    Madeline G.

Great customizability, needs UI improvements

  • July 16, 2020
  • Review provided by G2

What do you like best about the product?
- Helpful email automations with SLA policies, status changes
- Ability to sync with multiple channels
- Integrations with legacy ticketing systems
- Reporting capabilities, analytics in beta
What do you dislike about the product?
- Restrictions on removing unwanted status types
- Issues providing public URLs to those who submit a ticket (currently requires them to create their own Freshdesk account and login to check ticket status)
- Difficulty adding group email addresses as an agent
- Non-intuitive solutions page (knowledge base) design even if the user is familiar with HTML
What problems is the product solving and how is that benefiting you?
- Integrate with a third-party customer support team, who uses a legacy system
- Incorporating a phone number hosted by the third-party customer support team
- Full views tracking responses from multiple agents to avoid overlap
- Historical ticket referencing for customers following up on past issues
- Knowledge base development

    Design

Not a fan of the Update.

  • July 16, 2020
  • Review provided by G2

What do you like best about the product?
I like that it is easy to use, but it is not dependable with this new update.
What do you dislike about the product?
The new platform is not as easy to use. There is a delay and lag time and the app is down quite frequently or doesn't record the time or there are missing entries. I miss the small time tracker that could easily be placed in the corner of my screen so that I could see the time tracker.
What problems is the product solving and how is that benefiting you?
I love that customers have several options to submit a support ticket. They can go to our portal page and enter a ticket or submit their request via a customized email that funnels into our support system.

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