Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Sharing My Insights on Freshdesk
What do you like best about the product?
Freshdesk is a useful tool for managing customer support. I appreciate how straightforward it is to track tickets and delegate tasks to my team. The dashboard is clean and intuitive, making it easy to navigate. It allows us to respond more quickly and keep our records well organized.
What do you dislike about the product?
One aspect I don't like is the mobile app, as it tends to crash frequently and definitely needs some improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to handle customer queries efficiently and ensures that logistics issues are organized in a single location.
Streamlined ticketing and support with a few quirks
What do you like best about the product?
As part of Ultrahuman's customer support team, Freshdesk has become our central hub for all client interactions. The interface is intuitive and easy to train new team members on, and the ticketing workflow keeps everything organized across email, chat, and social media. Automated responses and workflow rules help us triage urgent issues quickly, and the knowledge base makes it simple to share guides with customers. We also appreciate the integration with Slack and our CRM, so we can collaborate across departments seamlessly.
What do you dislike about the product?
While overall it's a great tool, there are a few areas where Freshdesk could improve. The reporting dashboard isn't as flexible as we'd like — customizing reports requires some trial and error, and exporting data can be time-consuming. Occasionally, we've noticed the interface lag when handling a large number of tickets or switching between views. The mobile app is handy but lacks some functionality we rely on in the desktop version. Some advanced features are locked behind higher-tier plans, which can be limiting for smaller teams.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates all of our customer inquiries into one place, which helps us manage the volume of tickets effectively. Before Freshdesk, our support conversations were scattered across email and chat, leading to missed follow-ups. By using Freshdesk, our team has a clear workflow, ensuring nothing slips through the cracks. The platform’s automation and collaboration tools allow us to assign, prioritize and resolve issues faster, which improves response times and customer satisfaction. Having a single source of truth also gives us greater visibility into recurring issues, enabling us to make data-driven improvements to our product and support processes.
Fresh service ticketing tool
What do you like best about the product?
Ticketing convenience is very good abd how we can make approval flow is also good
What do you dislike about the product?
user interface is not very good , it can be bettwr
What problems is the product solving and how is that benefiting you?
Approval flow related to incident and service request
A simple and reliable helpdesk tool for daily office work.
What do you like best about the product?
Freshdesk stands out for its ease of use. The interface is very straightforward and i was able to start managing tickets with minimal training. The implementation was smooth and our team adpoted it quickly without technical issues. I also appreciate response customer support, which helps whenever we have questions. Since i use it everyday, it has become part of my office routine. The features like ticket management, canned responses and reporting make my tasks much easier.
What do you dislike about the product?
Although freshdesk is easy overall but sometimes i find that too many features can feel overwhelming, especially for new users. While the integration options are good, setting up certain advanced integrations requires extra help.
What problems is the product solving and how is that benefiting you?
Freshdesk helps organize all customer queries and office requests in one place, instead of scattered emails. This makes it easier to track, respond and close issues quickly. It reduces delays, improve communication and saves time in daily office work.
Freshdesk: Platform which manages customer queries
What do you like best about the product?
It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality
What do you dislike about the product?
We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay.
What problems is the product solving and how is that benefiting you?
It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything.
Freshdesk
What do you like best about the product?
Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.
What do you dislike about the product?
some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.
What problems is the product solving and how is that benefiting you?
Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.
Good experience for ticket support and resolution
What do you like best about the product?
I have good and smooth experience on fresh desk, as it is easy to raise queries and concern, view your ticket on this platform.
I am happy to share company should engage with them for support queries on this.
I am happy to share company should engage with them for support queries on this.
What do you dislike about the product?
Little bit slow, and ticket closed, take time to reopen if needs to
What problems is the product solving and how is that benefiting you?
Ticket raising and queries resolving platform between two parties
User-Friendly Helpdesk with Great Automation Features
What do you like best about the product?
Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
What do you dislike about the product?
Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
Reliable Customer Support Platform for Scalable Service Operations
What do you like best about the product?
Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.
What do you dislike about the product?
While Freshdesk is generally easy to use, cutomizing workflows for complex support process can require additional effort. The mobile app is functional but lacks some of the advanced features available on the desktop version. Reporting could also offer more flexibility in terms of customization for leadership level insights.
What problems is the product solving and how is that benefiting you?
Freshdesk centralize our support operations, reducing dependency on scattered communication channels. It helps the team manage high volumes of queries efficiently, track SLAs, and maintain accountability across agents. This has resulted in faster resolution times, improved customer satisfaction, and better visibility for managers into performance metrics. The automation capabilities have also reduced manual efforts, allowing the team to focus more on delivering quality support.
Freshdesk Simplifies Ticket Management and Boosts Team Efficiency
What do you like best about the product?
* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
What do you dislike about the product?
* The Dashboard can feel slow during peak usage when handling a high volume of tickets.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
What problems is the product solving and how is that benefiting you?
*Centralized support- Brings all customer querues into a single platoform, reducing confusion.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
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