Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Amazing!!!
What do you like best about the product?
Easy to Write and Send Emails!!! Formattting Options are available.
What do you dislike about the product?
Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.
What problems is the product solving and how is that benefiting you?
Easy way of Sending Emails and keeping a Track of all.
Formatting options and Pictures Needs Work
What do you like best about the product?
can edit and merge tickets, can split it as well. OOO is based on time and day. it is instant in any activity that it does. I think this is the one among the rest out there but needs lots of improvements
What do you dislike about the product?
Dont have much options for formatting, cannot save workspace in new ticket...pictures are not saved in the proper size. Also pictures doesnt get saved while pasting it in the email.
What problems is the product solving and how is that benefiting you?
To keep a track on the ongoing issues that the clients are facing. This helps is resolving and follow up with the respective client makes the job much easier and faster
Overall a good Experience
What do you like best about the product?
Easy to understand and operate the tool.
What do you dislike about the product?
The search option and the load time for the new emails or updates.
What problems is the product solving and how is that benefiting you?
Having timely updates of the tickets and CSATS and overall performace management of the team and maintaining couple of KPI's of the users.
Very user friendly to use and canned response to add and replay
What do you like best about the product?
Shortcut keys where we can add a canned response while giving a replay and moreover easy to use
What do you dislike about the product?
Undo time is very less and need to increase the undo time since sometime there will be human error that can be edited post sending the response
What problems is the product solving and how is that benefiting you?
Customer queries can solve easily
It's easy to navigate. It makes your everyday working lives easier than ever.
What do you like best about the product?
It's features are extremely helpful from ticket creation to report generation.
What do you dislike about the product?
Ease of getting help / support. There should be an easier way to get help from the portal itself.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring of cases or concerns.
Freshdesk app is easy and user friendly
What do you like best about the product?
Love the features on Freshdesk that allow you to save notes on calls, recording calls, and history of calls.
What do you dislike about the product?
I don't see the option to view caller ID on incoming calls. I struggle with transferring call to another reps.
What problems is the product solving and how is that benefiting you?
Freshdesk help me track and note calls which is a big deal for me.
Easy to use shared inbox
What do you like best about the product?
Easy to navigate and makes managing your workload so much more efficient.
What do you dislike about the product?
The only thing I don't love about freshdesk is not being able to do a bulk BCC email in there
What problems is the product solving and how is that benefiting you?
Don't miss communications and share workload accordingly.
The only ticketing system you'll ever need!
What do you like best about the product?
1. Extremely easy to set up, integrate and use.
2. Pricing plans are competitive.
3. Wonderful APIs - nicely documented and easy to use.
4. Easy to customize and brand the portal.
2. Pricing plans are competitive.
3. Wonderful APIs - nicely documented and easy to use.
4. Easy to customize and brand the portal.
What do you dislike about the product?
APIs for integration are missing.
We use Freshdesk and Jira via APIs but it's extremely difficult to link the two programmatically.
We use Freshdesk and Jira via APIs but it's extremely difficult to link the two programmatically.
What problems is the product solving and how is that benefiting you?
Freshdesk allows our Customer Support & Success team to operate efficiently.
Timely communication with the customers is key and Freshdesk makes it very easy for our SREs.
Timely communication with the customers is key and Freshdesk makes it very easy for our SREs.
Overall Very Positive Experience
What do you like best about the product?
Ease of use.
Customer able to add tickets
Customer able to add tickets
What do you dislike about the product?
I would prefer an app that doesn't charge as much for each user.
What problems is the product solving and how is that benefiting you?
Service call
User friendly Interface
What do you like best about the product?
AI-powered features, and improved agent productivity
What do you dislike about the product?
More interactive Widgets on the dashbaord
What problems is the product solving and how is that benefiting you?
Use this as a ticketing platform to address the client complaints and assist with their queries, also helps in determining Team performance and KPIs as per the business need
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