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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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External reviews

3,414 reviews
from

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

    Food & Beverages

Superman (The Technical Lifesaver)

  • October 25, 2018
  • Review provided by G2

What do you like best about the product?
I like best the use of the ticketing system which allows all of our team members to keep track of various projects and various tasks that need to be completed on a day to day basis.
What do you dislike about the product?
I dislike the amount of space it allows for images and videos to be attached to resonses and to solutions.
What problems is the product solving and how is that benefiting you?
It helps us to keep with our different restaurants and their needs.

It allows us to prepare for future team members to be able to train properly and effectively.
Recommendations to others considering the product:
Be sure to understand all of the functions of this prodcut as it can be very beneficial to growth and development of all of the team members who uses the platform. It allows you to be able to track ticket with your various customers. It allows you create documentation that can be used as quick answers for any emails that come in to your team. You are also able to customize how your response emails read to your customers by editing it all within the settings.

This platform can help you save time and be very organized throught any day to day operations.

I encourage anyone to use this platform or a platform that is developed by freshdesk to be able to succeed and go above and beyond the call of duty.

    Information Technology and Services

All help at one place

  • October 24, 2018
  • Review provided by G2

What do you like best about the product?
It is a customer support software based on cloud. This tool provide us a good customer service and it is very popular.
All the customer service like phone calls ,emails and social networking sites like Facebook are incorporated.
Also user can edit and track the ticket status any time.
What do you dislike about the product?
I think there is no issue with this software. It's very simple and easy to use.
What problems is the product solving and how is that benefiting you?
Basically I have used this software to provide the support to customer.
We can raise and track tickets.
It's very simple and easy to use due to its GUI compatibility.
I would recommend to use this tool on regular basis.
Recommendations to others considering the product:
It is a very easy and simple tool to raise and track tickets and provide customer support.

    Building Materials

Fresh Approach to Help Desk Management!

  • October 23, 2018
  • Review provided by G2

What do you like best about the product?
Freshdesk helps our support and help desk have all communications channels they need to offer consistent top notch support for our clients and help desk for our company staff!
What do you dislike about the product?
Has it limitations like interfacing with FaceBook and here are some others items:
- the dashboard has no live refresh feature
- the portal pages are outdated
- some Add-ons don't work like the one that is suppose to work with Slack
What problems is the product solving and how is that benefiting you?
Powered us from middle of the road to top notch support and helpdesk in a short time span...thanks FreshDesk
Recommendations to others considering the product:
I recommend that you should investigate all the alternatives before deciding on the helpdesk solution you will purchase and deploy. Make sure it works well and meets all of your requirements.

    Information Technology and Services

Great software with fair pricing tiers and good bang for your buck

  • October 23, 2018
  • Review provided by G2

What do you like best about the product?
Easily accessible historical tickets, robust reporting, easy import and export. Customer service is good. Pricing is reasonable. Easy to set up and admin, very nice look/feel and performance.
What do you dislike about the product?
Some of the setup is a bit complicated. Could be due to our use of single sign-on but while it is supported it can be a hassle to set up. I also don't much care for the forced change to a new theme, change for changes sake is not something I want in an enterprise software.
What problems is the product solving and how is that benefiting you?
Primary ticket management, job intake and time tracking on incidents. Reporting on workloads. A central knowledge base for customers.
Recommendations to others considering the product:
Freshdesk offers nearly the same benefits as the other main competitors but does it for less without slacking on support or other features.

    Education Management

So much promise, not quite there

  • October 23, 2018
  • Review provided by G2

What do you like best about the product?
The idea of a consolidated suite of tools - Freshdesk along with FreshSales, etc seems like euphoria. The integration works well for what it is.
What do you dislike about the product?
The execution of the product is overly confusing. It has a lot of potentials, but the way the features and pricing are handled, the way the admin UI is organized, the nomenclature is off.
What problems is the product solving and how is that benefiting you?
We were trying to find a support platform for our customers with integration into our sales, marketing, and chat functions.

    Information Technology and Services

All at one place

  • October 23, 2018
  • Review provided by G2

What do you like best about the product?
It is a cloud based customer support software. It is most popular help desk tool. It helps to provide great customer service. It incorporates all the services like email, chats, phone calls. Along with them it also integrates social channels like facebook etc. It allows the customer to track the status of their tickets easily.
What do you dislike about the product?
For now i donot have any issue with this software. It is very smooth and stable. It is easy to use.
What problems is the product solving and how is that benefiting you?
Helpdesk is used in my office for customer support. It is used for raising tickets, to send emails, to automate the IT workflow. The UI is simple and thus customer can easily use it. It is linked with social serices like facebook, twitter.

    Grant B.

Awesome front desk automation for any IT business

  • October 22, 2018
  • Review provided by G2

What do you like best about the product?
It helps automate, organize, and manage all our incoming emails. It has a really nice UI and filter features for the incoming emails too. It works great for small and medium businesses.
What do you dislike about the product?
It is a little confusing to get started with at first. Our business does have a wiki that we use for new user documentation though so that helped.
What problems is the product solving and how is that benefiting you?
We solve all our overwhelming email needs with this software. All front staff employees are able to respond to the same emails and have their email chains saved. Awesome tool!
Recommendations to others considering the product:
If you don't have an email solution for your business look into freshdesk it is great!

    Computer Networking

Freshdesk experience

  • October 22, 2018
  • Review provided by G2

What do you like best about the product?
The interface is pretty clean and user-fiendly so a team can be set up and ready to go in a short time.
What do you dislike about the product?
The customers' database does not update in real-time, therefore tickets for new customers are unlikely to be opened on the fly since the process takes a couple of minutes.
What problems is the product solving and how is that benefiting you?
Our business is mainly focused on technical support for a VoIP service we provide.

    Brian E.

Great product for small business

  • October 21, 2018
  • Review provided by G2

What do you like best about the product?
The ease of use and ability to white label everything. After a lot of research, I found this was a great solution for my needs.
What do you dislike about the product?
The app is glitchy at times but things are improving quite quickly within the app.
What problems is the product solving and how is that benefiting you?
The ability to track issues and keep a track of it all was huge. Also having a central point for all of our clients was a big plus. Having data at my fingertips has been a great benefit.

    Ernesto T.

Cheaper and simple soft for HelpDesk

  • October 21, 2018
  • Review provided by G2

What do you like best about the product?
It has a free versión, dont need to install anything, and the client can send request by email if they want. You can use the color of your company and logo too.
What do you dislike about the product?
The Mint interface dont work very well with Internet Explorer 11 and Microsoft Edge. It is not fast to change from a page to another.
What problems is the product solving and how is that benefiting you?
I attend all problem about a main software of my company.
Recommendations to others considering the product:
For small company (50 people or less) I recomend this soft to start as a simple HelpDesk software.

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