Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Reporting and analytics made easy
What do you like best about the product?
My company used to have gmail as our prior support inbox, with freshdesk it was possible to have reports and analytical insights to help improve our SLA response time and keep customers satisfied.
What do you dislike about the product?
I think the product is going through many changes and with that comes some bugs, but other than that, nothing to complain about.
What problems is the product solving and how is that benefiting you?
Helps us to have better anaylitical views on how to improve. Helps also with productivity with canned responses and automations.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
Solid omnichannel, sometimes limited, but better than the competition!
What do you like best about the product?
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed.
What do you dislike about the product?
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances!
What problems is the product solving and how is that benefiting you?
We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp.
Very easy-to-use training service and above all a time saver for the client.
What do you like best about the product?
The ease of use for teams allowing a significant gain in terms of response time for the client
What do you dislike about the product?
No major inconvenience encountered with the tool
What problems is the product solving and how is that benefiting you?
To gather and resolve client requests in a single tool
Manager of Resident Experience
What do you like best about the product?
Ease of use, callboration, and integrations
What do you dislike about the product?
Should be able to assign more than 1 person per ticket
What problems is the product solving and how is that benefiting you?
The shared inbox has made leaps and bounds in our callaboration and customer satiusfaction!
Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support
What do you like best about the product?
The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
What do you dislike about the product?
From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
What problems is the product solving and how is that benefiting you?
Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.
we the freshservice product. we use freddy AI, automation, approval processes, automated responses.
What do you like best about the product?
freddyAI and summarizing a ticket is helpful. approval processes are great as well.
What do you dislike about the product?
I do not like how hard it is to integrate with Azure Entra ID to help with auto provisioning of groups. or adding and removing users from groups.
What problems is the product solving and how is that benefiting you?
Approval process, ticket response time, reporting to see what agents are working on.
Easy to Set Up and Start Supporting Your Company
What do you like best about the product?
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be.
What do you dislike about the product?
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information.
What problems is the product solving and how is that benefiting you?
Change Management and Helpdesk are our main uses for FreshDesk.
Freshdesk Review
What do you like best about the product?
Ticketing tool and automation of ticket creation from Freshchat
What do you dislike about the product?
NPS feature unavailability which is very important
What problems is the product solving and how is that benefiting you?
Automation ticket creation
Life changer !
What do you like best about the product?
it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction.
What do you dislike about the product?
Some automation requires adding an extra app within the freshdesk.
What problems is the product solving and how is that benefiting you?
helps to manage the customer's issue within time and manage the team's productivity and in addition the visibility on report analysis
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