Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great Customer Service!
What do you like best about the product?
Very simple to use and user friendly. Had (what I thought) would be a major issue, called the CS team. Answered the call immediately, understood the issue and fixed the problem in minutes. very impressed
What do you dislike about the product?
often get multiple tickets for the same issue based on "fwd", "re:" etc being in the subject, if the ticket is opened directly in the system or emailed in.
What problems is the product solving and how is that benefiting you?
Support Ticketing system
Freshdesk helps my software company organize support
What do you like best about the product?
The best things about Freshdesk for me is the ease of use, access to tickets bother internally and by customers, as well as the Slack integration. Regarding the integration, we are easily able to see when a customer puts in a ticket or replies to an existing one, saving us time by not having to worry about checking all the time.
What do you dislike about the product?
There is no (at least that I know of in our tier) a way to notify when there's a high priority ticket. We had to purchase a plan with PagerDuty to do that for us.
What problems is the product solving and how is that benefiting you?
Our old ticketing system was awful and provided no benefits other than tracking responses. Freshdesk gives us many more options and a solid interface to interact.
Very positive experience with FreshDesk
What do you like best about the product?
I can say that FreshDesk made the life of our customer support team way easier and more structured. We used to use Zendesk but after we discover FreshDesk, we immediately switched there. The quality is way better, it's a more professional software with a lot of necessary features.
What do you dislike about the product?
The system is very sophisticated and sometimes it's hard to figure out the way settings work.
What problems is the product solving and how is that benefiting you?
FreshDesk with its tools saves a huge amount of time for our support team. It also helps them to have all important data at the one place and don't lose the grip on the things
Simple yet Glitchy
What do you like best about the product?
Freshdesk's triaging process is the smoothest ever.
What do you dislike about the product?
It does not identify spammy emails and block them. IT IS GLITCHY
What problems is the product solving and how is that benefiting you?
Helps solve all the problems!
Recommendations to others considering the product:
Introduce Gifs and Emojis
Great support app
What do you like best about the product?
It's very customizable. Integrated it with Zapier and Wufoo
What do you dislike about the product?
Nothing. The best I worked with. The new look and feel is great.
What problems is the product solving and how is that benefiting you?
Most are just informative questions.
Recommendations to others considering the product:
Try it and you know why
Professional & Easy to Use
What do you like best about the product?
Freshdesk has a professional, attractive interface. It provides everything we need for our support portal. There's a good variety of plans, and we've used a couple different ones, depending on our needs and budget at the time.
What do you dislike about the product?
It's difficult to find help on the site; there's a button for "feedback", which apparently goes to support, but that's not clear from the way it's labeled.
What problems is the product solving and how is that benefiting you?
We like having a professional, customizable, easy-to-use support portal for our customers. It's easy to stay on top of support requests.
Great help desk with awesome support
What do you like best about the product?
The interface 's really friendly, they have a lot of video tutorials and the support is incredibly fast, there's also a lot of benefits from the free version, so you can use that and migrate when you really need the upgrades
What do you dislike about the product?
If you change the helpdesk language the canned answers and templates doesn't change, so you have to translate everything.
What problems is the product solving and how is that benefiting you?
client support have improved not only in response time but also in quality
Recommendations to others considering the product:
If your helpdesk won't be in English, you have to translate the templates, some other features have some of the texts in English and all the tutorials and documentation are in English
Great value customer service software
What do you like best about the product?
The responsiveness and helpfulness of the customer service team
What do you dislike about the product?
The manuals with screenshots are sometimes from the old version of the software.
What problems is the product solving and how is that benefiting you?
We are just launching but we will hopefully solve a multiple step issue handling by one tool.
Accessible and clear overview of tickets
What do you like best about the product?
Good system to dispatch incoming customer tickets.
What do you dislike about the product?
Unfortunately, 2nd line planning options are limited.
What problems is the product solving and how is that benefiting you?
We use this system for out IT helpdesk. It helps us assign tickets to resources and monitor progress.
Freshdesk helps our business to keep track of all the issues customer reports
What do you like best about the product?
Tracking of the issue has never been easy and Freshdesk helps to tackle it with easy.
What do you dislike about the product?
Some features are not available in all plans
What problems is the product solving and how is that benefiting you?
We resolve all customer reported issues and it is the best tool to keep track of all the issues resolved on time.
Recommendations to others considering the product:
If you want a simple ticketing system, I would highly recommend Freshdesk
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