Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk: Platform which manages customer queries
What do you like best about the product?
It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality
What do you dislike about the product?
We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay.
What problems is the product solving and how is that benefiting you?
It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything.
Freshdesk
What do you like best about the product?
Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.
What do you dislike about the product?
some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.
What problems is the product solving and how is that benefiting you?
Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.
Freshworks empowers collaboration
What do you like best about the product?
Freshworks provides great visibility, a great layout, it is scalable, multiple teams can work individually or collaboratively.
What do you dislike about the product?
Exporting options could be improved, specifically the way the date range is entered.
What problems is the product solving and how is that benefiting you?
We use Custom Objects to further customize Freshdesk to our needs. It is currently a static feature and the ability to integrate to provide automatic versus manual updating would be appreciated.
User-Friendly Helpdesk with Great Automation Features
What do you like best about the product?
Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
What do you dislike about the product?
Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
Reliable Customer Support Platform for Scalable Service Operations
What do you like best about the product?
Freshdesk provides a structured and efficient way to manage customer interactions. Its ticketing system ensures that no query is lost, and the ability to categorize, prioritize, and assign the tickets makes team coordination straightforward. The platform integrates well with other business tools, and features like canned responses, automations, and reporting dashboards have improved both response time and overall service quality. The UI is intuitive, which has helped in onboarding new agents quickly.
What do you dislike about the product?
While Freshdesk is generally easy to use, cutomizing workflows for complex support process can require additional effort. The mobile app is functional but lacks some of the advanced features available on the desktop version. Reporting could also offer more flexibility in terms of customization for leadership level insights.
What problems is the product solving and how is that benefiting you?
Freshdesk centralize our support operations, reducing dependency on scattered communication channels. It helps the team manage high volumes of queries efficiently, track SLAs, and maintain accountability across agents. This has resulted in faster resolution times, improved customer satisfaction, and better visibility for managers into performance metrics. The automation capabilities have also reduced manual efforts, allowing the team to focus more on delivering quality support.
Freshdesk Simplifies Ticket Management and Boosts Team Efficiency
What do you like best about the product?
* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
What do you dislike about the product?
* The Dashboard can feel slow during peak usage when handling a high volume of tickets.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
What problems is the product solving and how is that benefiting you?
*Centralized support- Brings all customer querues into a single platoform, reducing confusion.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
Freshdesk is a solid choice for businesses seeking a comprehensive and user-freindly
What do you like best about the product?
Easy to use .
support multi-channel
easy to integrate with a custom widget.
support multi-channel
easy to integrate with a custom widget.
What do you dislike about the product?
Limitation as report, we can't do customize the report
What problems is the product solving and how is that benefiting you?
as integrated with calling channel , its help to easy to comunicate with customer with respected ticket. solve the customer problems
Review on Freshchat.
What do you like best about the product?
Always helps in quick export of reports.
What do you dislike about the product?
Sometimes lags but otherwise it's good to
What problems is the product solving and how is that benefiting you?
Solves SLA issues and manual tracking.
A Simple, Reliable, and Scalable Helpdesk Solution
What do you like best about the product?
The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools.
What do you dislike about the product?
Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control.
Review for freshdesk
What do you like best about the product?
we can easily use this tool for email, chat, calling, etc.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
What do you dislike about the product?
if we want more feature then we have to buy plans which is affect on our cost.
What problems is the product solving and how is that benefiting you?
Freshdesk have multi support like email, chat, calling so all options are in the one place so we dont need to use multiple tools and due to this we can save our time, easily manage our work and this tool is provide ticket feature so we can easily create a ticket and track it.
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