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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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External reviews

3,414 reviews
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External reviews are not included in the AWS star rating for the product.

    Logan F.

IT ticketing

  • March 10, 2019
  • Review provided by G2

What do you like best about the product?
The easy to use functions and drop downs help escalate problems quickly.
What do you dislike about the product?
Nothing at this time is troublesome to me.
What problems is the product solving and how is that benefiting you?
IT issues on a university campus.

    Computer Networking

Great customer interactions management tool

  • March 08, 2019
  • Review provided by G2

What do you like best about the product?
It puts all your customer support interactions in one place, so communication is seamless, personal, and efficient–which means more productive agents and satisfied customers. Freshdesk has Game Mechanics and this is great.
What do you dislike about the product?
The product is more expensive than the competition. It is also lacking some key integrations that I would like to see implemented.
What problems is the product solving and how is that benefiting you?
Just managing customer requests

    Cremeisha H.

It works well for tech support reps.

  • March 06, 2019
  • Review provided by G2

What do you like best about the product?
You can easily create tickets and close them without having to select a lot of different options.
What do you dislike about the product?
There wasn't anything that I disliked about this system.
What problems is the product solving and how is that benefiting you?
Technical support issues. Its user friendly.
Recommendations to others considering the product:
Best option if you want a user friendly system.

    Jyotiraditya S.

Awesome Product

  • March 06, 2019
  • Review provided by G2

What do you like best about the product?
User Interface and ease to use. Even a business handler can understand and use it properly
What do you dislike about the product?
Everything is fine, just integration could be improved . I would wait for more freshwork products
What problems is the product solving and how is that benefiting you?
Ticket management and Booking

    Management Consulting

A very useful tool

  • March 05, 2019
  • Review provided by G2

What do you like best about the product?
It makes our work more efficient. I like Freshdesk system because it is intuitive and easy to configure. It provides many customization features for tickets, which makes it easier to segment tickets by categories or priority levels. The built-in integrations are really useful since you can link to email platforms (such as Gmail and Office 365) easily.
The knowledge base it provides is complete and easy to understand. I must also emphasize its customer support, it is receptive and friendly.
What do you dislike about the product?
Freshdesk has not produced significant flaws, but sometimes works slowly.
What problems is the product solving and how is that benefiting you?
Streamlines customer service. We respond quickly to customer issues and gain more confidence on their part. It provides a friendly and interactive environment for communication between operators.
Notifications are great for report us the latest news of what happens in the helpdesk.
Recommendations to others considering the product:
I could recommend Freshdesk to small businesses. Its price is affordable, it meets the needs of its customers and has a strong knowledge base.

    Accounting

Fit with us

  • March 04, 2019
  • Review provided by G2

What do you like best about the product?
The ticket system provided by Freshdesk is perfect for managing customer problems. It automates ticket allocation and prevents two agents from working on the same ticket. I like the customization options and labeling makes it easier to filter data.
This software helps us to solve complex problems. Through the helpdesk we can connect with experts from our company to find the solution to meet the demands of our customers. All this in a single platform and automated manner.
What do you dislike about the product?
Freshdesk is great software. I don't dislike anything in particular.
What problems is the product solving and how is that benefiting you?
It is the best solution for us. It has the features to handle more complicated cases and automate low-priority tasks.
Recommendations to others considering the product:
It has the potential to grow an organization.

    Renewables & Environment

Transforms customer service

  • March 01, 2019
  • Review provided by G2

What do you like best about the product?
Its functionality transforms our customer service. Increases productivity of our team thanks to its ability to automate ticket management, and saves time by reducing repetitive tasks.
What do you dislike about the product?
I like almost everything from Freshdesk, but I would like more customization features.
What problems is the product solving and how is that benefiting you?
Freshdesk makes our way of managing our customer service easier and more efficient. It is particularly useful for measuring the performance of operators and omnichannel support is effective to communicate proactively with our customers.
Recommendations to others considering the product:
Optimizes customer service

    Bengt B.

User friendly and have all necessery features needed for a help desk

  • February 27, 2019
  • Review provided by G2

What do you like best about the product?
Easy user interface, they way it's possible to customize how tickets shall be handled, built in knowledge base, easy to publish articles and more for end users to download, the forum possibility, external apps that gives even more possibilities
What do you dislike about the product?
Would like to have the possibility to decide what ticket types should be included in the SLA even in the Garden plan.
What problems is the product solving and how is that benefiting you?
Administrate all support issues and at the same time build up an internal knowledge base for their solutions. Now we have one site for all customers to use when having support issues, questions, searching for information regarding our products. And also a way to interaction between customers and customers and us.
Recommendations to others considering the product:
Setup a wish list regarding the functionalities you want. Compare what Freshdesk can offer regarding your list and don't forget to set the a friendly UI high.

    Architecture & Planning

It is an innovative software

  • February 23, 2019
  • Review provided by G2

What do you like best about the product?
Freshdesk is a great software. Unifies information from multiple channels such as emails and chats, which facilitates the ticket management and allows us to provide faster and more optimized customer service. It is an intuitive software that helps us assign the tickets seamlessly to operators.
What do you dislike about the product?
It works very well, I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Innovate customer service. It allows us to communicate with customers in a timely manner, solve problems quickly and keep our team organized in one place.
It helps us to unify the conversation history of different channels.This means that if a client writes us from Facebook or Gmail, Freshdesk automatically saves the conversations in a single ticket. It's really an effective tool.
Recommendations to others considering the product:
It is a great solution to optimize customer service.

    Khola M.

My review for freshdesk

  • February 20, 2019
  • Review provided by G2

What do you like best about the product?
It is a clod based software that allows you to go with customer support on multiple channels. The service is quick and helps you in solving your queries early. It is an excellent program directed at support ticketing.
What do you dislike about the product?
The features I have used till now are very excellent and supportive so no issues found yet.
What problems is the product solving and how is that benefiting you?
It is very effective software both in functionality and cost wise. Being response saves time. The features are easy to understand so user-friendly.
Recommendations to others considering the product:
It is a good app with good services and excellent customer support. You should give it s try once and I am very sure you will enjoy it.

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