Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Elegant Support
What do you like best about the product?
The simplicity to setup and engage with your clients quickly. It works great for small teams and as the teams grow.
What do you dislike about the product?
Nothing really, we have been pretty happy. The integration with freshsales is getting better.
What problems is the product solving and how is that benefiting you?
Communicating with customers in teal time from within our applications to help them “self serve” or work with our agents directly.
Easy to Use Help Desk Support
What do you like best about the product?
I love the ability to automate requests that we receive a lot.
What do you dislike about the product?
A little bit of a learning curve from other systems at first, but after it was easy to use
What problems is the product solving and how is that benefiting you?
internal Help Desk services and customer support
Tool to track issues
What do you like best about the product?
This tool has been used in my organization and it is a very great tool to track issues or problems faced during several tasks.
Issues can be raised, tracked and resolved with the help of this tool.
Issues can be raised, tracked and resolved with the help of this tool.
What do you dislike about the product?
I have used this tool and found that there is no issues observed in this tool.
What problems is the product solving and how is that benefiting you?
I have used this tool in my project work and it is a very simple and easy tool to raise and resolve issues. Issue can be tracked easily and unique id is created for each issue which makes it faster.
Recommendations to others considering the product:
I would recommend to use this tool very frequently to track, raise and resolve issues.
Great platform for helpdesk
What do you like best about the product?
I love that all time zones are easily converted
What do you dislike about the product?
The cost can get a little high onve you add featires
What problems is the product solving and how is that benefiting you?
Tickets and helo desk organization
Recommendations to others considering the product:
Easy to intragrate
Freshdesk is one of the most attractive options on the market
What do you like best about the product?
This software is incredibly user-friendly and jam-packed with features and plug-ins. Also, Freshdesk helps us evaluate the productivity of each agent so we can set goals for each person on the team.
What do you dislike about the product?
Freshdesk does not have a robust selection of themes to customize the appearance of the support portal.
What problems is the product solving and how is that benefiting you?
The interaction with our team members has improved, because it is very easy to assign emails to the right department and the right person within that department.
Recommendations to others considering the product:
Freshdesk is a robust helpdesk platform, which offers all the key helpdesk features.
Good helpdesk/live chat software that has great potential
What do you like best about the product?
Ticket management is pretty simple. Without that kind of training, the interface is also understandable. Easy to respond to email customers in. Everything is clear and the fields required make reporting easy. It also has a very convenient multi-language feature and very rarely did we have any errors or downtime.
What do you dislike about the product?
Some things aren't always easy or intuitive. Like if a client chats in and enters their email wrong then you try to correct it in the contact and business details later to make sure it's associated, the entire ticket gets lost!
Also very inconvenient is that there is no possibility to create our own report only use pre-made ones.
Also very inconvenient is that there is no possibility to create our own report only use pre-made ones.
What problems is the product solving and how is that benefiting you?
We needed a ticketing and email/ chat system. Its good for small- medium level enterprises and fulfills all the basic requirement of ticketing system but we had difficulty with this software.
Recommendations to others considering the product:
Consider a trial first and feel free to ask their customer service team questions.
Freshdesk has made customer service calls so much easier!
What do you like best about the product?
I love the ease of customers and our company being able to access and utilize the program.
What do you dislike about the product?
We have yet to find something that we dislike about the program.
What problems is the product solving and how is that benefiting you?
We use to have a problem with updating tasks efficiently and in a timely manner. Freshdesk keeps us up to date and on track with their task management system.
Recommendations to others considering the product:
Definitely give it a try. It is a great program and will ease so many frustrations.
Freshdesk is a great tool
What do you like best about the product?
It is very easy to navigate and allows you to see all the tickets a user has put in previously. It has a mobile app available to assist in working tickets. It makes it easy to assign and track ticket progress.
What do you dislike about the product?
The app doesn't show the inventory tag field.
What problems is the product solving and how is that benefiting you?
My school district uses Freshdesk for all maintenance, facility and technology issues. It allows the end-user to track the progress of their request.
Recommendations to others considering the product:
Definitely go with Freshdesk,
Freshdesk is easy to use but not very robust
What do you like best about the product?
I like how easy it was to set up our helpdesk; their dashboard is user-friendly and each section offers a short how-to/quick-tip guide on how best to leverage all the different features & functions. Their chat function in-app has been good and I've been able to resolve issues or have questions answered fairly quickly.
What do you dislike about the product?
There are some ticket and knowledge base customization limitations that are not ideal (i.e - limitations with Salesforce sync and not being able to sync KBase activities/events in other platforms ). Compared to some of the other platforms I've researched, Freshdesk is not nearly as robust and some of the automations offered are not enough for what our team is looking for. The level of support is also lacking. Because of the time difference, response/resolution times from my dedicated CS team are delayed.
What problems is the product solving and how is that benefiting you?
Trying to automate and streamline support communication with our clients and offer faster response times for FAQ's.
User friendly first HelpDesk tool
What do you like best about the product?
FreshDesk is a quick and easy to use tool for helpdesk management and administration. We start using this tool, in complement to another tool, and it completely fullfill requirements. In the beginning, what is great is the fact that Frechdesk can fully by used by most people on mobile devices, without difficulties.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
What do you dislike about the product?
This tool is not as detailed as some of its competitors; this means you may have to continue to use another tool in the same time. FreshDesk cannot replace a 'big' solution in many topics. I would say it is very important in this case to clearly define what FreshDesk must do and what it must not do in your business and in your organization.
What problems is the product solving and how is that benefiting you?
High reactivity, excellent access to information including for nomad people (with their mobile devices). The 'easy to use' side is also an excellent point for end user. They will accept this tool very quickly and without any difficulty - training can be really reduced.
Recommendations to others considering the product:
Clearly know what you what to treat, and what you do not want to treat with Freshdesk. Borders must be defined at the beginning.
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