Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Fresh desk never cause any problem while working
What do you like best about the product?
Easy to use and helps to complete our task quickly
What do you dislike about the product?
Nothing as such which I dislike about freshdesk
What problems is the product solving and how is that benefiting you?
Understanding consumer issue easily and solve it on time
still leaves a lot to be desired
What do you like best about the product?
pricing for small businesses is reasonable
easy to modify or cancel service
easy to modify or cancel service
What do you dislike about the product?
too complex and challenging to set up without technical expertise
Freshworks' customer support is limited and have to end up working with our IT team for assistance
doesn't offer as much flexibility for customization as other CRM software
lost emails from email to ticket conversion
Freshworks' customer support is limited and have to end up working with our IT team for assistance
doesn't offer as much flexibility for customization as other CRM software
lost emails from email to ticket conversion
What problems is the product solving and how is that benefiting you?
Keeping everything organized and providing basic analytics
Cost effective CRM product with good features
What do you like best about the product?
The Integration was seamless with good number of features. We have been using Freshdesk for 3 years now for our customer support team and it has been a good experience.
What do you dislike about the product?
Few basic use cases expected out of CRM product are missing and feature request takes ages for them to implement.
What problems is the product solving and how is that benefiting you?
The conversation with customer is ticketed seamlessly
Multitasking
What do you like best about the product?
The multi function which makes u gather all ur needs in the same place
What do you dislike about the product?
The interface could be more easier to have more accessible
What problems is the product solving and how is that benefiting you?
Complain management
Great support software
What do you like best about the product?
Great ease of setup and use, no need to have a support email
What do you dislike about the product?
The free tier only offers 2 users compared to 5 by hubspot
What problems is the product solving and how is that benefiting you?
Having a ticketing software that is free and easy to use
Powerful Customer Support Solution with Room for Improvement
What do you like best about the product?
One of the standout features of Freshdesk is its intuitive and user-friendly interface. It is easy to navigate, and the ticketing system is efficient, making it simple to manage and prioritize customer queries. The automation features are incredibly useful, helping reduce manual tasks by routing tickets automatically based on certain rules. Collaborative capabilities, such as assigning tickets to different agents and tracking progress, foster effective teamwork.
What do you dislike about the product?
While Freshdesk offers many robust features, reporting customization can be somewhat limited. The default reports are helpful, but creating highly tailored reports requires either advanced technical know-how or upgrading to more expensive tiers. Additionally, response time when using the platform can sometimes lag, especially when dealing with a large volume of tickets or when generating detailed reports. The mobile app also lacks some of the desktop version’s advanced functionalities, which can limit productivity for on-the-go support agents.
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key challenges in software support, making it easy to track and prioritize tickets. This helps ensure no request is missed, improving organization and accountability.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
Freshdesk Game-Changer for Our Customer Support
What do you like best about the product?
I love the automation features that streamline repetitive tasks, allowing our team to focus on what really matters—customer satisfaction
Implementation is very easy
Implementation is very easy
What do you dislike about the product?
While Freshworks is powerful and some features have a learning curve.
What problems is the product solving and how is that benefiting you?
Enhanced ticket management has led to quicker response times, averaging just 60 seconds.
Really pleased with the Freshworks. Amazing support and service!
What do you like best about the product?
The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.
When we require support, we receive prompt responses and resolutions.
When we require support, we receive prompt responses and resolutions.
What do you dislike about the product?
I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
What problems is the product solving and how is that benefiting you?
Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support.
A good ticketing and help desk software
What do you like best about the product?
I really appreciate how prompt Freshdesk's customer support is. They are quick to get back to you and provide you with answers to any issues that you have.
What do you dislike about the product?
While there are a lot of great features, to get things set up feels like a bit of goose chase. The features are not always clear where you can or can not find them. Setting up integrations is also a little bit challenging.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer our customers questions from multiple channels.
Freshdesk is the go to tool for your Client Support System
What do you like best about the product?
Easy to use
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
What do you dislike about the product?
None! But there was one specific feature that we needed while using Freshdesk and that's we needed both SSO Login and a regular password based login (without SSO) but we couldn't do this here.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving key challenges in providing seamless customer support by streamlining ticket management, automating repetitive tasks, and enabling effective team collaboration. It centralizes all customer interactions across multiple channels—email, chat, and phone—into one platform, making it easy to track and resolve issues efficiently
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