Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk, the best helpdesk for you!
What do you like best about the product?
Freshdesk has a simple yet powerful interface. The ease of use allows for new agents to learn and utilize the system quickly. Freshdesk can give you a single Point of Contact for the entire support team. Because Freshdesk is web based your support agents can work from anywhere.
What do you dislike about the product?
I would like to be able to add the features I need without paying for features I will never use.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to have our documentation available to our customers 24/7. We utilize Freshdesk to track issues that are common among our customers. The online help desk allows our customers to search for information on the help desk in the documentation and on their past tickets. Freshdesk has helped us provide our customers with a better experience when working with our support agents.
Very easy to use.
What do you like best about the product?
Like most of softwares I use. This is very well built. Stable and easy to use.
What do you dislike about the product?
Sometimes it's hard to find what you are looking for.
What problems is the product solving and how is that benefiting you?
Just helping customers with day to day work.
Great product for a small helpdesk
What do you like best about the product?
I like how full featured their free plan is. For a small non-profit IT helpdesk, it is a lifesaver! Tracking tickets with all the features of a full helpdesk has been great.
What do you dislike about the product?
For the free plan, there is really nothing I dislike. Anything I wish I had would be solved with a paid version or one of their other products (e.g. fresh service).
What problems is the product solving and how is that benefiting you?
Managing IT helpdesk. Has helped us gain efficiency and insight into our support processes!
Recommendations to others considering the product:
Give it a try!
Great for early businesses
What do you like best about the product?
Simple and intuitive. It helps businesses to kickstart their customer care activities.
What do you dislike about the product?
Limited functionalities when growing. Simple yet difficult to integrate into a tech ecosystem
What problems is the product solving and how is that benefiting you?
Customer satisfaction and sales.
At a very attractive price Freshdesk makes support easier
What do you like best about the product?
Tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, great customer service, RingCentral directory automatically syncs with the Freshdesk database and associated existing tickets on file, integration of a company wide ticketing system, Admin) organized in 4 main categories: helpdesk channels, main settings It is so easy to configure the solution and to customize it (forms, emails, and so on). Can create up to 3 different portals for our different groups in customer service and use a dynamic form to modify questions based on user selection
What do you dislike about the product?
lack of customizations and that some features are hardcoded, day passes not included in subscription plan, Change management functionality would be a plus, wish I could customize activity reports and the agent quests and badges to be more applicable to our work,
What problems is the product solving and how is that benefiting you?
customer communications and agent accountability
Easy to use, but basic package has its limitations
What do you like best about the product?
Overall solid product. Easy to learn and use. Allows for multiple people to be work on the same queues and multiple email addresses to route to the right queues.
What do you dislike about the product?
Trying to track threads for a ticket can get confusing. Sometimes hard to follow.
What problems is the product solving and how is that benefiting you?
Allows us some good reporting. It allows us to refer our customers to one place to get help.
Best CRM app for organization
What do you like best about the product?
Merging of tickets
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
What do you dislike about the product?
Not much as per the price all expected features has been delivered.
What problems is the product solving and how is that benefiting you?
Handling of tickets made easy with smooth transition & with minimum complexity
Recommendations to others considering the product:
Its easy fast handy & friendly to use as its simple & manageable
Happy to help Clients through Freshdesk portal
What do you like best about the product?
Freshdesk comes up with advanced feature of customization.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
What do you dislike about the product?
There is no con's we faced while using Freshdesk, you will face issues or difficulties when Freshdesk new update runs.
What problems is the product solving and how is that benefiting you?
Average costing for Enterprise, Great product for your organization, You will not disappoint managing as a User or Administrator
Recommendations to others considering the product:
It is profitable and also more reliable instead of other Helpdesk. We recommend you to use once and you will not disappoint from the product.
Reliable Support Ticketing Sytem
What do you like best about the product?
I like the way how convenient it to use.
What do you dislike about the product?
None, so far. As I have mentioned, it works well on our end.
What problems is the product solving and how is that benefiting you?
As a customer support representative, Freshdesk help us a lot in communicating and benefit us to achieve faster communication with our customers.
Recommendations to others considering the product:
Freshdesk is the number one most reliable form for a complete solution in the companies to support their customers. It has powerful and usable features.
Amazing User Interface
What do you like best about the product?
Freshdesk is the easiest customer service software to setup I've ever used. You can create multiple brands all with their own domains, email addresses, etc.
What do you dislike about the product?
Freshdesk is pretty behind for automated chatbots - they don't offer any native solutions for this. You can get some add-ons but Freshdesk doesn't have as many options as Zendesk.
What problems is the product solving and how is that benefiting you?
Zendesk has help us organize our customer service department. We can manage our different brands all through different channels all under one window.
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