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Freshdesk Omni

Freshworks Inc.

Reviews from AWS customer

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5-star reviews ( Show all reviews )

    Frederic F.

The Perfect Customer Management Solutions & Ticketing System

  • December 01, 2019
  • Review provided by G2

What do you like best about the product?
I love the fact that everything is automated. A customer just have to send us an email, which is automatically enlisted in the ticketing system, assigned to our agents, and flagged for follow-up.
What do you dislike about the product?
Performance report is not available in the blossom or free package. I believe that this is a must for all users and should be available for free, in my opinion.
What problems is the product solving and how is that benefiting you?
This helped us monitor and respond to every customer query and greatly improve customers' satisfaction rate, as well as our response rate.
Recommendations to others considering the product:
I do recommend, if you have to manage a lot of customer requests. It has an amazing centralized dashboard and a multitude of cool features.

    Roksana R.

Absolutely great ! Thats a great sollution for the professional companies dealing with many clients

  • November 27, 2019
  • Review provided by G2

What do you like best about the product?
Everything about Freshdesk! I really enjoy working with Freshdesk because its a really easy tool to deal with all the emails and to keep them in order. The assigning part to the agents it's great ! also the fact that you can add own filters, add the tags. Very helpful when you deal with massive amounts of the emails
What do you dislike about the product?
So far I have no complaints, I only would change it to be more clear when comes to analytics.
What problems is the product solving and how is that benefiting you?
Dealing with all the emails in an easy and fast way .
Recommendations to others considering the product:
It's unbelievable how easy is transmission from let's say Zendesk to Freshdesk! The team will do that for you so you dont need to worry that your old emails will be lost!

    Jesse E.

This has made me more productive

  • November 21, 2019
  • Review provided by G2

What do you like best about the product?
Organizational and prompt responds with so many cool features like adding solutions, inventory, etc
What do you dislike about the product?
nothing yet. i have not noticed any thing yet.
What problems is the product solving and how is that benefiting you?
It related issues and this has been productive for me.
Recommendations to others considering the product:
N/A

    Real Estate

FreshDesk

  • November 12, 2019
  • Review provided by G2

What do you like best about the product?
FreshDesk is a great program that my company and I use as a ticketing system. It is easy to use and helps us as team stay organized. Us as the admins as well as our clients love the system.
What do you dislike about the product?
We have had issues before with FreshDesk going down but for the most part we are able to use with ease. We do sometimes have issues with receiving tickets but recently have had no issues.
What problems is the product solving and how is that benefiting you?
FreshChat support is OK.... we have had issues when trying to get into contact with them. Recently we had a major issue and did not hear back from them till the next day.

    Antony N.

EXCELLENT HELP DESK SOFTWARE SOLUTION.

  • November 09, 2019
  • Review provided by G2

What do you like best about the product?
-It integrates with other software (Office 365, Mail Chimp, Slack and others) we use.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
What do you dislike about the product?
the only challenge is its cost.It is quite expensive.
What problems is the product solving and how is that benefiting you?
The integration with cloud hosting software makes it convenient to store each document in the cloud.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Recommendations to others considering the product:
I recommend the use of Freshdesk It has helped in growing your customer base and increase business growth.

    Muhammad Daud S.

All Support in one place

  • October 29, 2019
  • Review provided by G2

What do you like best about the product?
Search, response, attachments and log. It has all in one place. Freshdesk is a user-friendly platform and it gives more reliability with attachments and correspondence. It is easier to make a to do list and also to capture the items and complete their status. Search enhancement is good and it can located the old log which has no restriction on it. I would love if Freshdesk should send a desktop notification to the admin users for any pending or unresolved tickets and that would increase the further efficiency of the IT support Team.
What do you dislike about the product?
There should be a live support feature in the program. Freshdesk should also be used to Manage users like G Suit or Office365. Sometimes screenshots are quite small and they give you a negative impact as it doesn't capture the full resolution copied into it. Freshdesk should keep the original picture size or either it should give you an option if the original size is to be kept and what should change in it.
What problems is the product solving and how is that benefiting you?
I'm solving all the organisational problems come to the freshdesk and those tickets i resolve them. I have managed to interact with users in my organisation to deal with their problems and was able to support them with screenshots and links which is good and there is no restriction on it. Management and general users submitted their queries on the portal.
Recommendations to others considering the product:
You need to understand how linking works for Freshdesk to your organisational email.

    Stella O.

Good for sales

  • October 29, 2019
  • Review provided by G2

What do you like best about the product?
Its learning curve is short in relation to other similar software providing an advantage at teh moment being agile and fast at work. The tickets that it generates are really sorted so that you can have a good administration with the clients that have been attended that have problems or doubts. I have had a good experience with Freshdesk technical support, they very friendly when it comes to resolving a question.
What do you dislike about the product?
You should improve the functionality of sending emails in groups but different tickets to different emails. Since, there are times that it is necessary to send the same information to several receivers but it would not be good to attach them all in the same ticket. That function would be helpful because it speeds up the time in which customers respond.
What problems is the product solving and how is that benefiting you?
In comparison with others in price it was very viable to use Freshdesk since it saved us a lot in expenses and in teaching new staff its use. We opened windows of opportunities obtaining good resuts in business development. It provides us with first level solutions and also managing the ticket history throught an analysis can improve sales in the company.

    Thomas R.

Free ticketing system, not bad

  • October 28, 2019
  • Review provided by G2

What do you like best about the product?
we don't need the paid features so we're ok with the free tier for now, it has everything we need like assigning tickets to different agents and ticket creation by email, also customisable messages for new and closed tickets are good
What do you dislike about the product?
It is kind of difficult to see which tickets are outstanding if you're both an agent and a supervisor, you have to change settings in the sidebar to do it, there should be two screens one for supervisors and one for agents
What problems is the product solving and how is that benefiting you?
Our clients can create support tickets which are tracked using it, previously we'd just have them email us with questions but this became unmanageable so having this software to track support requests is really useful
Recommendations to others considering the product:
It's brilliant, it really suits our needs as a small company

    Internet

We use the FreshWorks Suite

  • October 23, 2019
  • Review provided by G2

What do you like best about the product?
I like FreshDesk because it integrates with all of the FreshWorks suite. We use other products from FreshWorks. We use FreshDesk for our customer service ticketing system.
What do you dislike about the product?
I think that the reporting could be better with the Freshworks Suite. It takes me a pretty long time to find number. It take time mostly bc the filtering is not very user friendly. it works and i get the number that I need, but it not my favorite.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our customer service ticketing system. So it solves alot of problems for us. we are able to create groups and assign different tickets to different groups of people. Like assigning tickets to our billing department vs those tickets going to our account managers.
Recommendations to others considering the product:
I think that the reporting could be better with the FreshWorks Suite.

    Mohammed S.

Review freshdesk

  • October 12, 2019
  • Review provided by G2

What do you like best about the product?
This software is easy to use and . This software can be integrated with other tools and it is highly customizable.
What do you dislike about the product?
The customer support for this tool is not that good.
What problems is the product solving and how is that benefiting you?
customer service and general communication
Recommendations to others considering the product:
I recommend this software to everyone

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