Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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This platform is easy to use and operate.
What do you like best about the product?
When we are required with the help of internal team they are eagerly willing to do.
What do you dislike about the product?
As such we did not get stucked anywhere yet.
What problems is the product solving and how is that benefiting you?
It is helping customers to keep a fluent transactional connection. It does not loop in the customer to get support.
Freshdesk has significantly improved our efficiency
What do you like best about the product?
The ease of use with integration it with our current email setup and setting up automation rules to increase the efficiency of our sales teams has helped our company to improve our service.
What do you dislike about the product?
Some features that we would like are not yet implemented, even though they are small it takes quite a while before they are implemented.
What problems is the product solving and how is that benefiting you?
Internal communication between departments and keeping track of lifecycle of a question/problem.
Full featured ITSM tool
What do you like best about the product?
Freshservice and Freshdesk are easy to configure, and the setup is easy to use and get you started very quickly with limited knowledge or help from Customer support. Over the years they have added many features that make Freshservice comparable to products such as ServiceNow
What do you dislike about the product?
I can't think of any dislikes; the company has matured considerably over the ten years I've used the product.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed us to have one product for all our customer communications and replaced the three separate systems we used before for mail, phone, and chat.
Streamline processes and help reduce a lot of manual work!
What do you like best about the product?
We've been utilizing Freshdesk for quite some time, and its reliability stands out as one of its best features. The platform is user-friendly, offering a broad range of options, including powerful automation tools and API integrations, making it an all-around solution—whether for managing chats or handling tickets. With the help of automation we were able to automate mutliple workflows reducing a lot of manual work in assigning the tickets to specific teams. We have been using the Omni channel paltform which allows us to work from the Freshdesk window and take calls and chats simultaneouly.
What truly sets Freshdesk apart is its exceptional 24/7 support team. The representatives are highly knowledgeable and equipped to resolve any issues swiftly. Additionally, Freshworks team also maintains regular catch-ups with their clients—quarterly or biannually—to align with our business goals, ensuring that their services continue to support our evolving needs.
What truly sets Freshdesk apart is its exceptional 24/7 support team. The representatives are highly knowledgeable and equipped to resolve any issues swiftly. Additionally, Freshworks team also maintains regular catch-ups with their clients—quarterly or biannually—to align with our business goals, ensuring that their services continue to support our evolving needs.
What do you dislike about the product?
One drawback while using Freshchat was observed while downloading their reports. They have a limitations in downloading their Interaction report which restricts us to download the data of only 24 hours. Even though we do understand that this report is a collaborative report of all others and consist of the entire chat data, but it would have been better if this limit could have been increased to atleast 7 days. However we can automate this report to our emails on a daily basis which resolves this concern to a certain extend.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us keeping a track all our customer interaction in 1 place. We also use Freshchat which is our Customer Support chat platform. Freschat helps us connect with our customers over Whatsapp and help us resolve their concerns on the go. Also its very easy to convert a chat into a ticket which then helps us keep the track of different types of customer interactions from Freshdesk!
Intuitive and Efficient Ticket Management with Freshdesk
What do you like best about the product?
I appreciate Freshdesk's simple and approachable UI, which made the setup smooth and navigation easy. I find its ticket management capabilities beneficial for efficiently handling support requests and managing escalations, significantly saving time. I also commend the recent addition of the AI chatbot, Freddie AI, which summarizes tickets and assists in creating responses.
What do you dislike about the product?
I find the AI tool in Freshdesk, while commendable, to be lacking in precision. The summarization of tickets is not yet up to the mark, indicating room for improvement. However, I acknowledge that the Freshdesk team appears to be working on this issue, which is encouraging.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage escalations and support requests efficiently, allowing me to prioritize tasks and reduce navigation time. The AI chatbot, Freddie AI, summarizes tickets and creates responses, enhancing my workflow while managing support requests.
Freshdesk is highly recommended for its user-friendly interface, robust ticket management.
What do you like best about the product?
What I like best about Freshdesk is its intuitive user interface, which makes it easy to manage and track customer inquiries. The automation features save time by handling repetitive tasks, and the robust reporting tools provide valuable insights into team performance
What do you dislike about the product?
some advanced features are only available in higher-tier plans, which can be limiting for smaller teams
What problems is the product solving and how is that benefiting you?
Freshdesk streamlining customer support workflows, automating repetitive tasks, and providing valuable insights through reporting, which enhances overall productivity and customer satisfaction.
we are using it for Adminstration support for workplace like Facility Management, Concierge desk, Travel desk support, Incindent Management, Slack query resolution
we are using it for Adminstration support for workplace like Facility Management, Concierge desk, Travel desk support, Incindent Management, Slack query resolution
Positive Easy to Use Program
What do you like best about the product?
Canned responses and ease of use as well as AI tools.
What do you dislike about the product?
None I can think of. Very good and smooth software.
What problems is the product solving and how is that benefiting you?
Mainly use to summarize conversations for reporting and adjust tone for players.
No-frills CS suite
What do you like best about the product?
Ease of use and setup is what I like the most about Freshworks products- Freshdesk, Freshcaller, etc. You can setup and get started in a giffy. The system is easy to use and basic operations can be picked up easily by the users.
What do you dislike about the product?
The number of integrations available are limited and integration support is minimal. Many a times, non-availability of a single point of contact- especially during initial setup can derail things a bit.
What problems is the product solving and how is that benefiting you?
Freshworks (typically the Freshdesk service) helps managing customer tickets a breeze instead of relying on standard email communications back and forth.
Love Freddy!
What do you like best about the product?
Freshdesk makes ticket management, collaboration and teamwork easy and organized. All communication is easily trackable and shareable.
What do you dislike about the product?
I think it's the best CRM software out there.
What problems is the product solving and how is that benefiting you?
All of them!
Freshdesk has an intuitive UI and lots of features
What do you like best about the product?
It has an intuitive user interface and is fairly quick to set up and start using.
What do you dislike about the product?
It doesn't have an internal ITSM system - that's an additional product that needs to be purchased and makes the overall cost quite high compared to competitors.
What problems is the product solving and how is that benefiting you?
Managing all of the various questions and support requests was something that needed specialist tools to be able to handle it. Freshdesk holds up well even with increasing volumes of requests from customers.
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