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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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External reviews

3,415 reviews
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External reviews are not included in the AWS star rating for the product.

    Marketing and Advertising

Very happy with software

  • November 07, 2019
  • Review provided by G2

What do you like best about the product?
How it streamlines communication and sorts emails based on criteria we set. With a large team and many agents, this is crucial for us.
What do you dislike about the product?
Support is sometimes hard to reach/understand.
What problems is the product solving and how is that benefiting you?
This has cut down drastically on time previously spent in gmail.
Recommendations to others considering the product:
Strongly consider, overall very happy.

    Ahmad B.

Extremely professional ticket handling tool and customer support system.

  • November 06, 2019
  • Review provided by G2

What do you like best about the product?
The user interface offered by this software is one of the intuitive ones that I have used, it allows you to move through the tool with total freedom and knowledge of what you are doing even and when you have never used it before. Automation features help you be more productive in troubleshooting through a ticket system, automatic rule setup, as well as an easy initial set-up that will allow you to work quickly and efficiently.
What do you dislike about the product?
I did not like the reporting system of the program, since it is not implemented directly from the application but you have to work with support agents to be able to perform that task. Scheduling these daily reports is not an easy task to perform due to the time it takes the support for delivery it so it is not an efficient approach. Receiving these metrics is very important to my team so you have to find a workaround to this problem week after week.
What problems is the product solving and how is that benefiting you?
One of the main problems in my company was the lack of follow-up of the tickets that we had to complete since we could not maintain a strict order of the order in which they were assigned to the different agents, with freshdesk this problem is a matter of the past since we now have a total organization and monitoring of the progress of each ticket, with the ability to group them by priority or client to visualize our entire process without losing order in our job.
Recommendations to others considering the product:
Freshdesk is one of those software that after you try it you don't want to change it for anything in the world, the way it is designed to satisfy the end user as well as thinking about facilitating the work to the support agents is something to admire because these two things are very hard to achieve in a system as demanding as customer support is, so having this program will make the experience of its customers and team work more productivity and pleasant.

    Cleydy G.

Pleasant satisfaction during customer doubts.

  • November 01, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk has really become a perfect solution for each customer's technical support. This platform has really provided all the essential functions and tools to allow me a pleasant way to attend and offer active support 24 hours a day. I believe that this platform had an absolutely good performance, which helped me to notice the r esults so fast that I was having. One of the things that I liked most about Freshdesk, is its "tickets" system, because thanks to this system, you can deal with cases that were previously sent by customers, and thanks to this function, you can take a record of each client that sends a request when the support is offline. In addition, Freshdesk provides me with a mail delivery service to handle these cases, and this is something that also serves a lot, since you should not have a third-party service offered by the email system.
What do you dislike about the product?
Freshdesk has stood out in a great way, bringin great changes and ensuring that each user can establish a good contact with customers, however, during my experience, several significant factors have also emerged that have proportionally and significantly affected my performance, these factors were:
- The mobile phone application is not fully optimized, since it currently has several problems to reflect all the tickets that are stored. Currently, it only shows a part of those tickets, and the truth is that this has made customer service a bit difficult.
- The LiveChat that offers to establish communication with customers, I do not like so much, because it offers a video quality that is really not good, and does not allow users to communicate with optimized quality.
What problems is the product solving and how is that benefiting you?
In spite of the negative factors that have arisen during my experience with Freshdesk, I have been able to establish pleasant advances, since this platform has helped me to offer a high quality support that is always active, in the company that I am currently working on. I believe that Freshdesk has also helped me to solve all kinds of doubts of my clients, which has helped a lot to be satisfied with each one of them.

    Computer Software

Ticket Tracking

  • November 01, 2019
  • Review provided by G2

What do you like best about the product?
I enjoy how simple the software is to use and the fact that it is web based so nothing to install.
What do you dislike about the product?
I do wish there were a few more features like the ability to drag and drop an email into a new ticket.
What problems is the product solving and how is that benefiting you?
This has given us the ability to let our users request help directly through our website.

    Outsourcing/Offshoring

Great Help Desk Software

  • October 29, 2019
  • Review provided by G2

What do you like best about the product?
Fresh desk is a simple help desk software that all our staff can pick up easily
What do you dislike about the product?
customisations on our help desk main page
What problems is the product solving and how is that benefiting you?
Fresh desk has helped improve our support workflow

    Muhammad Daud S.

All Support in one place

  • October 29, 2019
  • Review provided by G2

What do you like best about the product?
Search, response, attachments and log. It has all in one place. Freshdesk is a user-friendly platform and it gives more reliability with attachments and correspondence. It is easier to make a to do list and also to capture the items and complete their status. Search enhancement is good and it can located the old log which has no restriction on it. I would love if Freshdesk should send a desktop notification to the admin users for any pending or unresolved tickets and that would increase the further efficiency of the IT support Team.
What do you dislike about the product?
There should be a live support feature in the program. Freshdesk should also be used to Manage users like G Suit or Office365. Sometimes screenshots are quite small and they give you a negative impact as it doesn't capture the full resolution copied into it. Freshdesk should keep the original picture size or either it should give you an option if the original size is to be kept and what should change in it.
What problems is the product solving and how is that benefiting you?
I'm solving all the organisational problems come to the freshdesk and those tickets i resolve them. I have managed to interact with users in my organisation to deal with their problems and was able to support them with screenshots and links which is good and there is no restriction on it. Management and general users submitted their queries on the portal.
Recommendations to others considering the product:
You need to understand how linking works for Freshdesk to your organisational email.

    Stella O.

Good for sales

  • October 29, 2019
  • Review provided by G2

What do you like best about the product?
Its learning curve is short in relation to other similar software providing an advantage at teh moment being agile and fast at work. The tickets that it generates are really sorted so that you can have a good administration with the clients that have been attended that have problems or doubts. I have had a good experience with Freshdesk technical support, they very friendly when it comes to resolving a question.
What do you dislike about the product?
You should improve the functionality of sending emails in groups but different tickets to different emails. Since, there are times that it is necessary to send the same information to several receivers but it would not be good to attach them all in the same ticket. That function would be helpful because it speeds up the time in which customers respond.
What problems is the product solving and how is that benefiting you?
In comparison with others in price it was very viable to use Freshdesk since it saved us a lot in expenses and in teaching new staff its use. We opened windows of opportunities obtaining good resuts in business development. It provides us with first level solutions and also managing the ticket history throught an analysis can improve sales in the company.

    Thomas R.

Free ticketing system, not bad

  • October 28, 2019
  • Review provided by G2

What do you like best about the product?
we don't need the paid features so we're ok with the free tier for now, it has everything we need like assigning tickets to different agents and ticket creation by email, also customisable messages for new and closed tickets are good
What do you dislike about the product?
It is kind of difficult to see which tickets are outstanding if you're both an agent and a supervisor, you have to change settings in the sidebar to do it, there should be two screens one for supervisors and one for agents
What problems is the product solving and how is that benefiting you?
Our clients can create support tickets which are tracked using it, previously we'd just have them email us with questions but this became unmanageable so having this software to track support requests is really useful
Recommendations to others considering the product:
It's brilliant, it really suits our needs as a small company

    Online Media

Effective

  • October 27, 2019
  • Review provided by G2

What do you like best about the product?
It's fast and effective with assisting in work management
What do you dislike about the product?
Nothing I love it it's easy and affordable
What problems is the product solving and how is that benefiting you?
Its creates a smoother time management flow
Recommendations to others considering the product:
It's first managers more time couch instead of micro managing

    Sherif A.

cloud-based customer support software

  • October 27, 2019
  • Review provided by G2

What do you like best about the product?
A great platform with a comprehensive set of tools.
Great features to help business to reach customers easy and affordable.
No need to change any touch points.
easy to setup.
What do you dislike about the product?
The price of min $63 is a bit expensive for small companies.
What problems is the product solving and how is that benefiting you?
communicate easy with clients and very easy to setup.
Ability to turn emails into tickets.
Recommendations to others considering the product:
Great platform to communicate with customers.
very easy to setup and most important is the ability to turn each email received into tickets.

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