Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk was faulty
What do you like best about the product?
It is clear, concise and easy to navigate through
What do you dislike about the product?
the order of the replies from customers are sometimes not in the right order which makes it harder to read the conversation.
What problems is the product solving and how is that benefiting you?
IT issues, customer queries
Looking for Helpdesk tool go with Freshdesk
What do you like best about the product?
Tool features, customisation and support from the team.
What do you dislike about the product?
More features to be added to basic plans
What problems is the product solving and how is that benefiting you?
Generating records for our clients' issues in the form of a ticket.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
The best ticket system we have used so far!
What do you like best about the product?
Freshdesk's interphase is clean, user-friendly and visually attractive.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
What do you dislike about the product?
So far, we have not found any deal breakers in their system. I love that the correspondence between my agents and our customers feels and looks just like any other email chain we may start using outlook.
What problems is the product solving and how is that benefiting you?
Help desk analytics are very easily obtainable. The metrics we use to follow our team's performance can be set up in just a few minutes and adjusted as much as we need to without any advanced admin skills needed.
Recommendations to others considering the product:
I particularly appreciate the support during our trial and onboarding periods. Our sales rep Madhu is always on top of things, ready to answer anything related to technical, billing or functionality questions. They were also quick to help us with custom apps when their out-of-the-box product didn't cover something we were inquiring about.
Best helpdesk software I've used!
What do you like best about the product?
Very hard to name just one thing that I like best about this software.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
What do you dislike about the product?
I can't really think of anything that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We were able to set up rules to take manual work out of our Accounting group. It saves them so much time that they can utilize to focus on other tasks.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
Recommendations to others considering the product:
Talk to the Freshdesk support about your needs. They will work with you and walk you through every step.
Freshdesk is a convenient and helpful tool for Customer Service
What do you like best about the product?
Very easy to set up
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
What do you dislike about the product?
The new mint experience doesn't support Shopify integration.
What problems is the product solving and how is that benefiting you?
Helping our customers with prompt and high quality customer service solutions.
Awesome tool for managing customer requests
What do you like best about the product?
The ease of use is great, and I like how the office can better communicate on customer inquiries and support tickets.
What do you dislike about the product?
Although I like how it works, I find it updates too slow. I want to see items off my list quicker. It is possible that the new "Mint Experience" would be better, but I tried it for a day and disliked the interface--I'm sticking with the older view. Not sure who designs these interfaces, but I think that in the hope of looking clean and modern, it loses functionality.
What problems is the product solving and how is that benefiting you?
I think the key to good business is effective communication--within the organization, and with our outside customers. Freshdesk helps us communicate much better.
This tool helps us give the best support
What do you like best about the product?
I love how you are able to view everyone's tickets, share the workload and follow the progress of a ticket by watching a ticket, to see when a response is sent or received even if it is not assigned to you. I love the dashboard analytics as well as the automated notifcations that may be sent to certain person if a ticket is left unattended for a certain amount of time.
What do you dislike about the product?
We do not make use of all of Freshdesks nifty features. The only dislike is you are not able to reverse the merging of a ticket if you incorrectly merge two ticket threads together.
What problems is the product solving and how is that benefiting you?
We are able to resolve queries alot faster, we are also able to get feedback/input from multiple users. This helps us with our turn around time.
Recommendations to others considering the product:
You will not be disappointed
Review request
What do you like best about the product?
simple easy to use product that meets our business requirements
What do you dislike about the product?
Cant think of anything in particular. Maybe admin can be a little easier?
What problems is the product solving and how is that benefiting you?
Customer support
Full of features and reasonable pricing
What do you like best about the product?
The many features of freshdesk that are included compared to zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
What do you dislike about the product?
The issue of the system not picking up phone numbers if there is a space between them
What problems is the product solving and how is that benefiting you?
We use freshdesk to keep track of our large incoming emails and also for sales
Everything you need to communicate
What do you like best about the product?
It doesn't matter if it's for 1 worker or for 300, FreshDesk is a basic work tool for any business where online communication is essential. I have no words to describe the ease of use, scalability, and power of FreshDesk, all with just a couple of clicks. And let's be honest, money is what matters and FreshDesk is really economical.
What do you dislike about the product?
The update to the Mint interface has been somewhat slow, the new Agent access system is somewhat inconvenient, especially for less experienced agents, and it causes you to lose some ability to manage the agents with things like not being able to customize the agents' names. More placeholder options are needed, as well as a public list with all of them.
What problems is the product solving and how is that benefiting you?
Standardized communications, template responses, brand image, and high volume of communications.
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