Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Integrated Ticketing System
What do you like best about the product?
It's easy to manage my tickets, especially with many time saving automation options.
What do you dislike about the product?
Some things are a bit clunky, like editing a user's contact information.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate, organize, and track the many tasks we have across our many clients.
Recommendations to others considering the product:
Give it a try with a free trial.
Freshdesk is a solid way to organize a knowledge base and ticketing system
What do you like best about the product?
The ticketing system is easy to use and customizable enough to fit our needs.
What do you dislike about the product?
I don't like that there is not an easy way to view the solution/article ID. I also think that there could be improvements on formatting solution articles.
What problems is the product solving and how is that benefiting you?
We have streamlined our support system by using the ticketing features as well as the solutions section of the software. The Solutions section has allowed us to create and maintain a customer-facing knowledge base that is useful to our clients and has cut down on support resources.
We use the FreshWorks Suite
What do you like best about the product?
I like FreshDesk because it integrates with all of the FreshWorks suite. We use other products from FreshWorks. We use FreshDesk for our customer service ticketing system.
What do you dislike about the product?
I think that the reporting could be better with the Freshworks Suite. It takes me a pretty long time to find number. It take time mostly bc the filtering is not very user friendly. it works and i get the number that I need, but it not my favorite.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our customer service ticketing system. So it solves alot of problems for us. we are able to create groups and assign different tickets to different groups of people. Like assigning tickets to our billing department vs those tickets going to our account managers.
Recommendations to others considering the product:
I think that the reporting could be better with the FreshWorks Suite.
Great For Creating a Competitive Support Team
What do you like best about the product?
Like the title says, I really like the ability you have to "game" E-Mail support. Our office has competitions to see who answers the most emails and who is the most consistent. Ever since using the gaming feature we have significantly increased productivity.
What do you dislike about the product?
I dislike how after I close a ticket (finish answering a question), the ticket is extremely hard to find again if you realize you made a mistake. There is not a "sent" section which makes things difficult. I also wish there was a way that only certain administrators had the authorization to assign emails/tickets to different people on the team. It gets a little frustrating when other people start assigning you to E-mails that they could answer just fine.
What problems is the product solving and how is that benefiting you?
We are able to stay on top of our E-Mails and not fall behind. In the the past, the team would let certain E-Mails fall through the cracks. When we miss E-Mails we are affecting the business negatively. The gaming/competitive features were unexpected and added an extra dimension to our IT support team.
Recommendations to others considering the product:
The gaming feature adds another dimension to competitive IT teams. It creates a culture of inclusion and transparency.
User friendly but lacking in features
What do you like best about the product?
User friendly, easy to deploy and the activity feed is useful.
What do you dislike about the product?
Fresh desk lacks in basic billing features
What problems is the product solving and how is that benefiting you?
Fresh desk helped us manage our service requests effectively
Recommendations to others considering the product:
Evaluate it first
Bad experience with Russian Spam tickets
What do you like best about the product?
Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app. Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.Ease of use was awesome, but when we were using it just as an incident managing application. Aesthetically it was OK. The mobile application was easy to use along with the ticket management via mobile app.
What do you dislike about the product?
Virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack, virus attack, russian spam attack,
What problems is the product solving and how is that benefiting you?
Managing incident tickets of customers, supporting them and solving the issue, managing the SLA.
Recommendations to others considering the product:
If you are looking for just a ticket incident raised by worthless and useless clients and don't mind being attacked by Russian spam tickets for more than 2 times you can go for FreshDesk
With freshdesk you can keep on touch with your clients
What do you like best about the product?
I like having a ticket system. Before using Freshdesk the communication with clients was super messy and we lost a lot of information within mails, calls and such, Now, using Freshdesk everything is in the ticket. I personally LOVE having the possibility of adding private notes to other teams of my company, to help solving the issues
What do you dislike about the product?
The dispatchr configuration is not so intuitive. You need time to learn how to use it and sometimes, even when you know how to configure it, you can get a little bit lost. But that's the only downside I find in Freshdesk
What problems is the product solving and how is that benefiting you?
We started solving faster the issues and now the comunication with clients is more transparent. No one can specualte now, neither us or the client: every information given or needed is in the ticket. Also, when a new collegue starts working in the company is easier to give him / her context of the clients, by making them watchers of some crucial tickets.
Recommendations to others considering the product:
If the comunications with your clients is getting messier as the company and the responsabilities are growing, maybe it's time to start using a ticket platform. Freshdesk is a very good one!
Good features, but limited with increasing costs
What do you like best about the product?
Everything can be integrated in to one platform for use by the business
What do you dislike about the product?
Licence costs limit the usage heavily...
What problems is the product solving and how is that benefiting you?
Customer emails and social media. Benefits are these items can be worked on one location
A great portal for prioritization of day to day activities
What do you like best about the product?
An extremely powerful customer support tool. It allows us as a company to track and prioritize trouble tickets and other tasks while maximizing our efficiency. Increases productivity and dramatically impacts the user experience.
What do you dislike about the product?
It did not offer the CRM tools I needed for the rest of my business. If I wanted to integrate those tools through Freshsales, I would be paying a hefty price.
What problems is the product solving and how is that benefiting you?
I used Freshdesk for time tracking services. I also used it as a portal for my clients. FreshDesk is customizable, has multiple ticket options to choose from and is ridiculously easy to configure and use. It's perfect for a small to medium-sized business. We were shopping around for a helpdesk replacement and this was on the list. I'm overall satisfied with the experience.
Recommendations to others considering the product:
Customizable White-labeled Quick to deploy App integrated, works with Bomgar and google drive Easy to use Great reporting. Good product so far, we have been live with it a month or so and no complaints yet.
Review freshdesk
What do you like best about the product?
This software is easy to use and . This software can be integrated with other tools and it is highly customizable.
What do you dislike about the product?
The customer support for this tool is not that good.
What problems is the product solving and how is that benefiting you?
customer service and general communication
Recommendations to others considering the product:
I recommend this software to everyone
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