Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Brilliant Product for a Complicated Helpdesk
What do you like best about the product?
Ease of use, fast/modern UI, easy implementation, knowledgeable support structure, pricing, app integration and available apps
What do you dislike about the product?
Very little dislikes. Can't do everything 100% but very close to being perfect.
What problems is the product solving and how is that benefiting you?
Outsourced and internal support structure have transparency. Customer portal functionality. SLA targets. Functional reporting.
Recommendations to others considering the product:
Do a deeper dive into your requirements before implementation. I made a simple mistake but Freshdesk helped resolve the issues.
Awesome tool for managing customer requests
What do you like best about the product?
The ease of use is great, and I like how the office can better communicate on customer inquiries and support tickets.
What do you dislike about the product?
Although I like how it works, I find it updates too slow. I want to see items off my list quicker. It is possible that the new "Mint Experience" would be better, but I tried it for a day and disliked the interface--I'm sticking with the older view. Not sure who designs these interfaces, but I think that in the hope of looking clean and modern, it loses functionality.
What problems is the product solving and how is that benefiting you?
I think the key to good business is effective communication--within the organization, and with our outside customers. Freshdesk helps us communicate much better.
I monitor open tickets
What do you like best about the product?
The dashboard is a great way to get an overview of what is going on
What do you dislike about the product?
How small the ticket numbers are displayed
What problems is the product solving and how is that benefiting you?
Software issues
A Fresh Ticket Management Software
What do you like best about the product?
Freshdesk is a good support management system and provides an easy to use interface.
I find it incredibly intuitive to use and the same goes for our clients.
I find it incredibly intuitive to use and the same goes for our clients.
What do you dislike about the product?
There are minor bugs that tend to cause disruption, these bugs seem to take a while to be resolved.
What problems is the product solving and how is that benefiting you?
We're able to keep track of all of our clients support issues through one portal with a relatively small support team, even with 20+ clients actively using freshdesk.
We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
We were also able to integrate project management software with freshdesk and manage our support work side by side with development.
This tool helps us give the best support
What do you like best about the product?
I love how you are able to view everyone's tickets, share the workload and follow the progress of a ticket by watching a ticket, to see when a response is sent or received even if it is not assigned to you. I love the dashboard analytics as well as the automated notifcations that may be sent to certain person if a ticket is left unattended for a certain amount of time.
What do you dislike about the product?
We do not make use of all of Freshdesks nifty features. The only dislike is you are not able to reverse the merging of a ticket if you incorrectly merge two ticket threads together.
What problems is the product solving and how is that benefiting you?
We are able to resolve queries alot faster, we are also able to get feedback/input from multiple users. This helps us with our turn around time.
Recommendations to others considering the product:
You will not be disappointed
Freshdesk review - agent/user for 5 years
What do you like best about the product?
Freshdesk is easy and very intuitive to use. Also when we need support from Fresdesk team they are very fast and willing to help.
What do you dislike about the product?
The report function, I wish there where options to create a customized report for our customers.
I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
I wish it was possible to have an option for a kind of 'low agent seat' (not full seat/prising), bit also not daypass based.
What problems is the product solving and how is that benefiting you?
We have several customers who need to share their support issues with us. Freshdeksk is easy to user for them.
Recommendations to others considering the product:
Easy to use - Good Support from Fresdesk team.
Also customers who has been given access to portal are finding their way to use Fresdesk fast
Also customers who has been given access to portal are finding their way to use Fresdesk fast
Easy to use with a good overview of the tickets
What do you like best about the product?
it quick and easy to use. almost self explaining.
What do you dislike about the product?
I didn't like that we couldn't set reminders for myself, but with the new freshdesk this is solved and it is possible now.
What problems is the product solving and how is that benefiting you?
customer service requests
Review request
What do you like best about the product?
simple easy to use product that meets our business requirements
What do you dislike about the product?
Cant think of anything in particular. Maybe admin can be a little easier?
What problems is the product solving and how is that benefiting you?
Customer support
Full of features and reasonable pricing
What do you like best about the product?
The many features of freshdesk that are included compared to zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
What do you dislike about the product?
The issue of the system not picking up phone numbers if there is a space between them
What problems is the product solving and how is that benefiting you?
We use freshdesk to keep track of our large incoming emails and also for sales
Everything you need to communicate
What do you like best about the product?
It doesn't matter if it's for 1 worker or for 300, FreshDesk is a basic work tool for any business where online communication is essential. I have no words to describe the ease of use, scalability, and power of FreshDesk, all with just a couple of clicks. And let's be honest, money is what matters and FreshDesk is really economical.
What do you dislike about the product?
The update to the Mint interface has been somewhat slow, the new Agent access system is somewhat inconvenient, especially for less experienced agents, and it causes you to lose some ability to manage the agents with things like not being able to customize the agents' names. More placeholder options are needed, as well as a public list with all of them.
What problems is the product solving and how is that benefiting you?
Standardized communications, template responses, brand image, and high volume of communications.
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