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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.

    Hospital & Health Care

Would use again

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.
What do you dislike about the product?
When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.
What problems is the product solving and how is that benefiting you?
Successful solutions when dealing with customers thanks to the system.

    Gary P.

Great for a mid-sized company

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
We use Freshdesk every day to track issues as well as enhancements. I love that we can set up as many customers or clients and only have to pay for the agents that use the system. I love that I don’t lose track of anything that people are requesting of me. I really like the customer self-service portal.
What do you dislike about the product?
There is a little bit of a learning curve but it’s actually not too bad when you compare it to some of the other ticketing systems. I wish there was a way to send Surveys to other agents. Right now it’s set that you can only get survey results from customers or clients.
What problems is the product solving and how is that benefiting you?
We want to make sure that our IT department is giving good customer service to those whom we support. The only way to do this is to track our requests, and then track our response to those requests.
Recommendations to others considering the product:
It’s ease of set up is really great. Sometimes the ticket flow can be a little bit complicated depending on your needs.

    Anne M.

Good but buggy

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
I like that you can track tickets and revisit ones that are still open.
What do you dislike about the product?
Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.
What problems is the product solving and how is that benefiting you?
We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.

    Computer Software

It just works

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.
What do you dislike about the product?
The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system which would also handle change and releases. It's worked well for us.
Recommendations to others considering the product:
Give it a try, it's a lot easier to use than the big players.

    Computer & Network Security

Great product

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
We have loved this product. We loved the ability to set service level agreements and then track our stats.
What do you dislike about the product?
using API and Web hooks with freshdesk isn't great.
What problems is the product solving and how is that benefiting you?
Customer service and quick help to our customers. organization.

    Marketing and Advertising

It's a nice help desk

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
In general terms, my tool with this tool is positive.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
What do you dislike about the product?
The ticket management is not so intuitive, could improve.
What problems is the product solving and how is that benefiting you?
As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.
Recommendations to others considering the product:
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    Ryan M.

Great Ticketing Software

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Freshdesk has one of the best user interface I've used for any customer service software. Having all our contact channels (email, facebook, youtube, etc) all come into one software has increased our customer service and customer happiness.
What do you dislike about the product?
There is no good automatic chat bot associated with Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk connects directly to Magento - when users send us an email we automatically have all their purchase history, and customer service history.

    kiran M.

helpdesk is fully intergrated

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
Tracks the tickets very well and organized.
The experience like user was designed and easy to understand the features very well.
Most of the applications are integrated such as email forwarding social media integration.
Convenient portal for clients and users
What do you dislike about the product?
some times it gives me log in error or may be bugs issue.
Telephony integration is to be needed in future.
Need more customization for the reports
What problems is the product solving and how is that benefiting you?
Clean interface and easy to understand.
It offers all the key features in help desk platform and highly user friendly interface and generated good amount solving IT tickets and cool interface to use.
Customer service is 24/7 with life cycle report of ticket from generation to solve
Recommendations to others considering the product:
Yes .
Support 24/7 with global presence
Great price
Navigation of the interface was easy
They will sending the surveys regularly to keep freshdesk happy with our input

    Information Technology and Services

Excellent Email Management Tool

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
The dispatcher. Just a rule engine, but plenty of customization behind it to help keep emails organized and dispatched appropriately between all departments and agents. There is also a log of activities on each ticket(email) made by an agent. This has provided clarity in areas where we can improve or simpy need to provide user training.
What do you dislike about the product?
Limited email formatting. Needs a better table support within editor similar to that of outlook. Also, the search logic. Very limited compared to what exists with other comparable software. If you search part of an email, it can't populate anything, not even a closely related result.
What problems is the product solving and how is that benefiting you?
We brought on Freshdesk for our various departments in an effort improve response times and task distribution by allowing multiple agents to work form a single email.
Recommendations to others considering the product:
Really consider the feature and lack thereof. While the software is a great extension to how we operate, it does lack an areas we find important for everyday use.

    Maksym K.

Meets our needs

  • July 30, 2018
  • Review provided by G2

What do you like best about the product?
There are plenty of options for automatic ticket management, employee gratifications, SLA
What do you dislike about the product?
Tickets search engine might be improved. It's actually easier to find clients email in Thunderbird then here
What problems is the product solving and how is that benefiting you?
Customer service, FAQ customers inquiries
Recommendations to others considering the product:
We were choosing between ZenDesk and Freshdesk. Before we used JIRA. For us Freshdesk is the right tool for our service desk department

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