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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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External reviews

3,414 reviews
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External reviews are not included in the AWS star rating for the product.

    Computer Software

Excellent customer service

  • June 18, 2018
  • Review provided by G2

What do you like best about the product?
The Dashboard view and easy filters, detailed responses to the query with utmost patience and follow through is great. Online support is excellent as well. Best part is every agent I have interacted with is to the point at resolving queries.
What do you dislike about the product?
Nothing that I dislike. I have already recommended certain good to have and must have features and I am glad to hear that some are in pipeline.
What problems is the product solving and how is that benefiting you?
Earlier tool did not have option to get rid of duplicate case creation. Freshdesk.com have customized threading options which helped us curb duplicate cases. Easy to use, filters, interactive/real time reports and dashboards are very helpful. SLA and responses can be easily tracked. System intelligence, rules etc, are time saving.
Recommendations to others considering the product:
It is definitely good tool for managing cases/tickets in customer support environment

    Information Services

Come a long way

  • June 18, 2018
  • Review provided by G2

What do you like best about the product?
The new user interface is a whole step up from before, and I love how I can get greater feedback on clients info when on a client ticket. The dashboard is certainly a benefit with the ability to have tasks to-do on the first screen which take you to that ticket (great for getting tasks ready for the next day)
What do you dislike about the product?
The integrations are slightly lagging behind with the ones I've used not having accurate set up walk throughs (I know this is on both sides, but not a good feel when going through an integration setup with documentation but end up going to Google anyway). But not end of the world.
What problems is the product solving and how is that benefiting you?
Ease of access for our customers to send us support requests for their sites. And the benefit is certainly a more centralised support portal.

    Apparel & Fashion

Quick response and very helpful

  • June 16, 2018
  • Review provided by G2

What do you like best about the product?
I reached out to freshdesk via chat for assistance with setting up a feature on Freshdesk and the response was very quick and the rep stayed online throughout helped me set up what I needed.
What do you dislike about the product?
It was all good! Got the help I needed.
What problems is the product solving and how is that benefiting you?
I work as an operations associate and use Freshdesk for our daily operations. Freshdesk helps us stay organized through tickets and since most of our work is handled by more than one person, using Freshdesk eases the work. All the data is right there! Helps us maintain transparency throughout the process.

    Arturo L.

Great Service

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
I really like their support service - they assist us with all of our requests...
What do you dislike about the product?
I haven't find something I don't like yet
What problems is the product solving and how is that benefiting you?
Been able to handle support requests better and been organized

    Joel T.

Great experience with sprout tier account

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
Tons of features on sprout tier. HIghly customizable.
What do you dislike about the product?
Nothing really. Maybe my expectations are low. Maybe more UX control over knowledge at sprout level.
What problems is the product solving and how is that benefiting you?
It helps us to streamline questions and technical problems that arise.

    Computer Software

Very useful tool for support.

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
Many things - I especially like the way you can customise and save your preferred different ticket sorting views.
Oh and the dashboard achievements are fun!
What do you dislike about the product?
Not being able to 'hide' fields I don't use to filter.
Not having a scrolling left hand and right hand panels.
I'm not keen on the new mint view - customisable colour schemes would help sway me towards using it.
Losing the CC'd users when using a macro to put emails from outlook into Freshdesk - perhaps there could be an option to chose whether you want to include the CC'd people or not.
You can't add a BCC when creating tickets.
What problems is the product solving and how is that benefiting you?
Using Macros to input emails automatically from Outlook into Freshdesk is invaluable.
Recommendations to others considering the product:
I personally prefer the older interface (i.e. the non-mint version) as its easier on your eyes and aesthetics. I'd try that before trying mint.

    Retail

Fresh Desk Review

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
A unique, simple and sleek ITSM tool. We recently incorporated this into our business but the feautres are amazing. I love how you can add solution articles. When raising a ticket if you enter keywords into the Subject I love how solutions come up on the side for you to add to the call or even better - send to the user.
What do you dislike about the product?
I cannot pin point anything I dislike as it is currently still new to us and all the features suit the needs of our business and requirements.
What problems is the product solving and how is that benefiting you?
The benefits are that our business is more modern now, we have this fresh and sleek tool which allows us to perform a better service to our customers.
Recommendations to others considering the product:
Freshdesk has no comparison against Manage engine. It is one of the best tools out there, it has helped improve our service levels, reputation, affordability as well as making our jobs easier. Having the solution articles are an amazing touch and way for us to conversate with users for solutions on issues. I could not have picked a better tool to work with.

    Information Technology and Services

Great start- but unexpected obstacles

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
Initial configuration and adjustments very usable......as soon as the technical setup is done
What do you dislike about the product?
Very busy and supportive account management.....but supporter slow to respond
What problems is the product solving and how is that benefiting you?
one portal for all customers (formerly: one mailbox per customer) increased accessibility and transparency

    Paul Emanuel F.

Good helpdesk application

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
We love the /c feature: https://youtu.be/KqnYL-5Z4jU?t=8m40s
What do you dislike about the product?
cloud application - we'd prefer the local.
What problems is the product solving and how is that benefiting you?
standard support helpdesk emails - people ask us on how our products work.
Recommendations to others considering the product:
many demos we have seen, but not one was as helpful as this one: https://www.youtube.com/watch?v=KqnYL-5Z4jU
Furthermore, we would recommend to keep language in english - this way you can make sure to always have the latest and greatest state of the art features.
If a secondary language is installed, it is not possible to change primary language again, thus I would recommend to stick with english.

    Vairamuthu M.

Always On.

  • June 15, 2018
  • Review provided by G2

What do you like best about the product?
Haven't noticed any downtime nor page loading delays, so basically the service is there when you need it.
What do you dislike about the product?
Nothing to dislike, it simply works as expected.
What problems is the product solving and how is that benefiting you?
Trouble tickets for support team and business emails.
Recommendations to others considering the product:
Test and check, it shall work as per the requirements.

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