Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great customer support platform.
What do you like best about the product?
The interface is very easy to use and not required much training.
What do you dislike about the product?
Sometimes the system lagging, when large number of tickets handling.
What problems is the product solving and how is that benefiting you?
Freshdesk help us to Organize customer queries, automate task and improve response time, which leads better customer satisfactions.
Freshdesk keeps our customer support organized, efficient, and responsive.
What do you like best about the product?
What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
What do you dislike about the product?
While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
What problems is the product solving and how is that benefiting you?
Freshdesk solves one of the biggest challenges in customer support: staying on top of requests without letting anything slip through the cracks. Before Freshdesk, tracking emails, chats, and calls across different platforms felt disjointed. Now, everything comes into a single system, which means no more missed client requests or late responses.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
Helps to track solutions and resolve tickets in time
What do you like best about the product?
Ease of Use, teams integration, automatic mails to ticket parsing
What do you dislike about the product?
Automatic merge options for similar subject, better visibility of whole ticket, maybe automatic creation of summary
What problems is the product solving and how is that benefiting you?
Neatly organized ticketing and solution platform
Freshdesk — A Great Partner in Productivity
What do you like best about the product?
The ticketing System and Analytics - no customers are left behind unaccommodated.
What do you dislike about the product?
Plenty of features that are unexplored yet.
What problems is the product solving and how is that benefiting you?
Freshdesk accommodates the customers that we are unable to assist over the phone due to high call volumes.
experienced adminstrator of Freshdesk for my company
What do you like best about the product?
It help to reduce the response time to customer email
What do you dislike about the product?
Low support of specified function featuring
What problems is the product solving and how is that benefiting you?
It helps me to screens out most of the junk mails and can set up workflows to assign relative task to my colleagues
Freshdesk Helps Us Stay Organized and Responsive
What do you like best about the product?
Freshdesk makes it very easy to manage and track customer inquiries in one centralized place. The ticketing system is straightforward, user-friendly, and helps ensure nothing slips through the cracks. I also like how it allows for collaboration across the team, with the ability to assign, categorize, and prioritize tickets quickly. The reporting features provide clear visibility into response times and resolution trends, which is helpful for identifying areas of improvement. Overall, it keeps our customer support organized and efficient
What do you dislike about the product?
One challenge we’ve experienced is with email threads. If a message comes in as part of a thread, we often have to forward it rather than being able to simply “reply all.” Additionally, when replying, we can only respond directly to the person who sent or forwarded the email, and we don’t have the option to remove them from the conversation. This creates extra steps and limits flexibility in managing communications.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our refund request tickets and customer service inquiries. Having everything organized in one system allows us to track, prioritize, and resolve issues more efficiently. It helps ensure requests are handled in a timely manner, improves accountability across the team, and provides visibility into the status of each case. This ultimately benefits both our staff, by keeping workflows streamlined, and our customers, by ensuring they receive faster, more consistent support.
Does what it says on the box
What do you like best about the product?
Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
What do you dislike about the product?
I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service.
What problems is the product solving and how is that benefiting you?
Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
great platform, doesn't have native chat enablement option leading us to buy freshchat
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
Freshdesk Review: A Reliable Helpdesk Solution with Room to Grow
What do you like best about the product?
✅ Ease of Use – The interface is clean and intuitive, so it’s easy for agents to learn quickly.
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
What do you dislike about the product?
⚠️ Customization Limits – Some features and workflows aren’t as flexible as you’d expect.
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
What problems is the product solving and how is that benefiting you?
Problems Freshdesk Solves:
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Reliable helpdesk solution for better customer experience
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
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