Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Low cost ticket system with good support
What do you like best about the product?
The support. They will work with you to implement new features. We used it for a SOC, which is not their primary use case but we were able to customize it to be functional.
What do you dislike about the product?
The API could use some work. It doesn’t integrate with other products very well and requires additional work. We had to script a lot of functionality that should have been built in - mainly querying products for ticket automation. IE: host is down in solar winds, ticket. Also, when an agent submits a ticket - there isn’t a way to change the ticket ownership to the client.
What problems is the product solving and how is that benefiting you?
Providing a means for clients to interact with the SOC.
Good product
What do you like best about the product?
I like best the ease of using this software. User friendly and multiple helpful features such as being able to ensure only one technician was working on a ticket.
What do you dislike about the product?
The custom option at times can seem disorganized and not as easily navigated compared to other features.
What problems is the product solving and how is that benefiting you?
It helps facilitate the role of tech support wonderfully
Fresh Desk Review
What do you like best about the product?
What I like best about it is how great it allows me to offer support for customers
What do you dislike about the product?
I dislike how hard it is to get it setup
What problems is the product solving and how is that benefiting you?
Im solving customer support with this.
Recommendations to others considering the product:
I would highly recommend this software for easy and fast customer support.
Easy to Use
What do you like best about the product?
I like the reports that Freshdesk generates and the notes you can enter into tickets. It is intuitive to the point of being useful for our employees to use.
What do you dislike about the product?
The reports can only go back 3 months - I wish it were longer than that. Sometimes I forget to make reports for the month and don't realize that i've missed one until 6 months or so down the line.
What problems is the product solving and how is that benefiting you?
It helps keep all 3 helpdesk employees on the same page
Great tool for Ticket Management
What do you like best about the product?
The fact that you can connect other tools you already use to freshdesk for an easier update on tickets
What do you dislike about the product?
I currently use the free plan Sprout and it has limited access to some great features I like on the paid plans.
What problems is the product solving and how is that benefiting you?
Customer Complaint Tracking, Time resolution
Recommendations to others considering the product:
Great for Ticket Management and live chat, converts live chat conversation to tickets for better tracking and resolution
Really cool
What do you like best about the product?
From what I have read this is an amazing company
What do you dislike about the product?
I have yet to try it to its full potential so I do not know yet
What problems is the product solving and how is that benefiting you?
Freshdesk helps the company grow and in many ways.
Support made easy!
What do you like best about the product?
Automatic ticket handling and ability to assign tickets to groups.
What do you dislike about the product?
No built-in RMA process. No ability to collaborate on tickets at our service level.
What problems is the product solving and how is that benefiting you?
Tracking support tickets and replies. We’ve experienced much improved support!
Keeps me organized
What do you like best about the product?
I like that all tickets in Freshdesk are easy to track and assign to other users for completion.
What do you dislike about the product?
I dislike that there aren’t more options for sharing uploaded ticket items to users without a freshdesk login.
What problems is the product solving and how is that benefiting you?
Provide a more timely response to customer service inquiries.
Freshdesk is a fresh take on customer support!
What do you like best about the product?
I like having desktop notifications and the phone app, both keep me connected to our clients so that I can help them in real time.
What do you dislike about the product?
I dislike that if I have Freshdesk open on multiple platforms sometimes I will not get a notification of a new ticket on all of the devices.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate effectively with our clients in order to maintain customer satisfaction with our software. Our clients love that we respond within minutes of them sending in an issue and that it is by a real person and not a computer.
Recommendations to others considering the product:
Implement Freshdesk and hit the ground running with your support team!
Free Version Review
What do you like best about the product?
Freshdesk has taken our IT level support to the next level, we were doing well before Freskdesk but after the implementation we are able to keep track of tickets and get issues resolved on time. The best part is that with the free version, I got everything and more than I wanted without having to pay a tech firm to build it.
What do you dislike about the product?
The new interface is a little bit more difficult to view. The design is modern but the color scheme and inability to edit the fonts takes a toll on my vision.
What problems is the product solving and how is that benefiting you?
IT support has been streamlined. We have a single place for solutions and tickets which makes the endless searches disappear.
Recommendations to others considering the product:
Test out the free version and upgrade; unless you’re looking for specific reporting features the free version is excellent!
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