Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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FreshWorks Review
What do you like best about the product?
It is most useful for any customer emails and complaints recieved and check the who is working on the case and connect with different line of buisness
What do you dislike about the product?
I dont see anything where its unuseful .
What problems is the product solving and how is that benefiting you?
customer complaints and which team is working on it and its easier to tag the case to teh right team
great platform, doesn't have native chat enablement option leading us to buy freshchat
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
Reliable helpdesk solution for better customer experience
What do you like best about the product?
Centralizes tickets,user friendly and improves support effciency.
What do you dislike about the product?
Advanced features are locked behind higher plans and reporting can feel limited at times.
What problems is the product solving and how is that benefiting you?
Helps in manage customer queries in one place,reduces response time with automation.
Simple and effective helpdesk solution for daily testing & support.
What do you like best about the product?
I like its clean interface and how easy it is to raise, track, and manage tickets. The automation feature reduces manual work, and integration with third-party apps make testing workflows smooth.
What do you dislike about the product?
Some advanced customisations are limited, and reporting could be more flexible. At times, UI feel slightly slow with a large ticket volumes.
What problems is the product solving and how is that benefiting you?
It helps in managing bug report, support queries, and tracking communication in one place. This improves collaboration between testers, developers, and support teams, and ensure no issue is missed,
Freshdesk is a fantastic tool for supporting customers
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.
The best-looking time-saver ticketing system
What do you like best about the product?
It's commonly known accross my whole team that shortcuts and canned responses have saved us hundreds of hours of daily re-writing already existing solutions.
Setup is very easy and
Setup is very easy and
What do you dislike about the product?
Automatic translation done via AI is still a hit or miss key point with Freshdesk; We are covering global support in 30+ languages, so an automatic translation tool would help us by not spending extra resources on a 3rd party App and would save us time as the data would not leave Freshdesk.
What problems is the product solving and how is that benefiting you?
1. Full customer, device and case details.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
Freshdesk Ticketing Was the Right Choice.
What do you like best about the product?
What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues.
What do you dislike about the product?
What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially.
What problems is the product solving and how is that benefiting you?
Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support.
Good
What do you like best about the product?
Ticketing and Insights / Analysis which has helped us to serve users better
What do you dislike about the product?
Nothing noticed as such, more we explore the more easier it gets
What problems is the product solving and how is that benefiting you?
It is helping me to keep a track of the agents productivity
Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
Streamline Customer Support with easy to use Tools
What do you like best about the product?
It is very easy to use and keeps all tickets organized in one place. Automation and canned response save a lot of time, and reporting gives a clear view of team performance.
What do you dislike about the product?
Some advance features are only on higher plan, and the mobile app feels limited. It also gets a bit slow with a high volume of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to manage customer queries from multiple channels in one place, reducing missed messages and improving response times. Automation and reporting make our support more efficient, saves time and improve customer satisfaction.
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