Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Great
What do you like best about the product?
I love how easy it is to use, but there are a few things I wish they would fix, or do more of. Freshdesk is very helpful, and willing to jump on a call if you need them. They are very nice. The price is very fair. The UI looks nice, and is very similar to an email platform.
What do you dislike about the product?
They change CSMs a lot. There are some things the product can't do, that would be helpful. Or if you can do it, you need to do dev work to get it done. Reporting could be a bit easier to use, or more intuitive. I do wish they would take more of my product feedback and put that into action. There are a few more integrations I wish they had built into the system. Jira was not easy, so we ended up not using it, it was giving us an error during setup. The Salesforce integration has gone through a few phases, which was not easy and we stopped using it. We haven't gone through the new integration yet.
What problems is the product solving and how is that benefiting you?
Email, chat, text, and phone support
All the necessary services in one place
What do you like best about the product?
The best thing about Freshdesk is the amount of customization it offers. It is not just limited to creating tickets, but there are a ton of features that make them super easy to visualize and organize in this super clean interface, which greatly reduces the resolution time for them.
What do you dislike about the product?
At first, it is a bit tedious to incorporate and use, but this is normal in applications with so many features. However, after a few days, you get used to the system.
What problems is the product solving and how is that benefiting you?
Above all, it solves the need to use email as a method for tickets, which, no matter how much you use filters and aliases, will never be as organized as a dedicated application, apart from being able to apply agents and solutions that help a lot.
Works great to record and for us to respond to user issues.
What do you like best about the product?
Easy for our multiple support people to use and to swap/support each other. Very easy to implement and very good for basic tracking and reporting.
What do you dislike about the product?
Deep, technical reporting is quite week. We had an incident (not caused by Freshdesk) and we needed a lot of information, quickly. We had to work with the Freshdesk security team to get some of the data we needed. They were very good, but had the information been readily available, we could have gotten to the bottom of our issue much quicker.
What problems is the product solving and how is that benefiting you?
It helps us track all of our customer issues and helps us prioritize responses and determine possible fixes and enhancements.
Ticket System for IT Support
What do you like best about the product?
Clean UI, easy to manage and get up to speed in managing the ticket system. Automations and canned responses are helpful and easy to play around with.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
What do you dislike about the product?
Would like an feature where sending scheduled emails/outreaches is possible within the ticket system regardless if it messes with any SLA metrics.
What problems is the product solving and how is that benefiting you?
Central place of management for various tickets/request that come in.
Great tool for email management with Room for Growth
What do you like best about the product?
Freshdesk has been a valuable tool for managing our email communication. While users may need some time to adjust to the ticketing system for responding to emails, once familiar, it functions effectively.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
Key benefits include near real-time email updates and the seamless management of multiple shared inboxes, which significantly improves workflow efficiency. The ability to assign tasks to team members without needing to forward emails enhances internal collaboration.
We currently manage five shared inboxes with different user groups, handling around 60-70 emails daily. The canned responses feature has also streamlined our communication, allowing us to respond quickly and consistently to common inquiries.
What do you dislike about the product?
While Freshdesk is effective for email management, there are several areas that could benefit from improvement:
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
a. Fonts – The available font options are quite basic, with limited customization possibilities.
b. Font Sizes – Font sizing varies across different screen resolutions, making it challenging to align text with canned responses, especially if those responses were created with a different font size.
c. Sent Items Search – The search functionality for sent items is not particularly user-friendly, which can hinder efficiency.
d. Reporting – The reporting features in the Growth Plan are quite basic and could offer more robust insights.
e. Pricing – The pricing structure could be more competitive, particularly for smaller businesses.
f. Zoom Chat Integration – Integrations with Zoom chat can be problematic and require improvement to avoid frequent disruptions.
g. Email Forwarding – Forwarding emails can be cumbersome, as the process requires manually editing the recipients, which slows down workflow.
What problems is the product solving and how is that benefiting you?
Email management over shared inboxes with multiple users
Efficient, but the new reporting system needs improvement
What do you like best about the product?
We appreciate the simplicity and ease of use that Freshdesk offers. Its performance is also great for large ticket loads. The various third-party app integrations available allow for seamless workflow management, and the Omniroute feature paired with automation helps distribute the customer support workload efficiently.
What do you dislike about the product?
The recent change to the reporting system is disappointing. The current analytics service feels overly complex, obtaining raw data exports is extremely inconvenient, and it was much easier to obtain key data about groups or agents using the previous reporting tool, which is now discontinued.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer requests and complaints from multiple channels into one standardized platform using tickets. This allows our teams to work more efficiently without needing to monitor various platforms separately, as everything is streamlined with consistent variables and metrics. This has greatly improved our workflow and response times.
Overall experience is good
What do you like best about the product?
I like freshdesk as it is easy to use and setup, their customer support is also reeally good. Their intregations are really easy to setup as well.
What do you dislike about the product?
It should have more option to manage the reports.
What problems is the product solving and how is that benefiting you?
Easy to track issues reported by our customers, now we can track our SLA to achive a 100% resolutions on time for our customers.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
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