Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
3,396 reviews
from
External reviews are not included in the AWS star rating for the product.
Dependable Ticketing and Task Monitoring System
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
ITSM service that has great integrations
What do you like best about the product?
Great integrations and very easy to customize.
What do you dislike about the product?
Some internal terms are different for users.
What problems is the product solving and how is that benefiting you?
ITSM solution with asset management
All corporate email needs in one platform!
What do you like best about the product?
Provides simple layout for ease of use and a lot of other features to help is customer email management. The software is also integrated to our in-house requirements to help in providing timely customer support and in providing resolution at the earliest.
What do you dislike about the product?
The only disadvantage is, if there are multiple tabs of this software open, the login goes to the recently refreshed page instead of staying at the main page where login is done. It's a nitpick, but no other complaints other than that.
What problems is the product solving and how is that benefiting you?
The software integrates email and calling in one place, making it easier for ticket and data management.
Reliable and the best ticketing tool out there in the market.
What do you like best about the product?
I have been using Freshworks for the past six months, and honestly, it is the best ticketing tool I have encountered. Before this, I used Autotask, Hello, and several other platforms, but Freshworks truly stands out. The customization options are excellent, and the user interface is both straightforward and visually appealing. I am particularly impressed by the detailed information presented on the dashboard, which I find very useful. Additionally, the canned responses are outstanding—they are highly customizable and extremely convenient to use with just a click or two. I am genuinely grateful that my company has chosen this ticketing tool.
What do you dislike about the product?
Honestly, I don't really have any major dislikes with this tool. However, if I had to mention something, it would be the lack of a dark mode. If dark mode were available, I would enjoy using it even more. Another minor issue is that there are sometimes delays with receiving notifications via email. The tool works perfectly in Chrome, but I have experienced some issues when using it with the Perplexity browser Comet.
What problems is the product solving and how is that benefiting you?
As a Support and Operations Engineer primarily handling Cyber Security tickets, I manage over 100 tickets each week. Freshwork helps me tackle these challenges by consolidating everything onto a single platform. It makes accessing client details straightforward, and the information available is comprehensive, with no issues in the user interface. What I value most is how quickly it enables me to respond to queries—there are no delays or bugs, which makes the overall experience smooth and efficient.
Freshworks helped me a lot in my working period .
What do you like best about the product?
Freshworks is built to be straightforward to set up, even for those with little or no coding experience. For many organizations, the onboarding process is quick, allowing you to realize benefits early on. Rather than having to assemble various separate products, Freshworks provides a suite—including support, CRM, IT service management, chat, and marketing—that are intended to integrate seamlessly. This can help streamline workflows and minimize friction.
What do you dislike about the product?
At times, the support agents might not completely grasp the issue before offering solutions, and there can also be delays in their responses.
What problems is the product solving and how is that benefiting you?
AI chatbots and Freddy AI Agents are capable of understanding user intent and context, retrieving relevant knowledge base information, and even performing tasks such as fetching order status or sending invoices without the need for human involvement. The automation features, including workflow rules, allow for automatic ticket routing, tagging, escalation, assignment based on predefined rules, and SLA tracking. The unified task and ticketing system provides omnichannel support by consolidating all customer communication channels—such as chat, email, social media, and WhatsApp—into a single platform, giving agents a complete view of each customer's interactions.
A versatile ticketing tool, but requires a revamp
What do you like best about the product?
The ticket listing is good and lot of information available.
What do you dislike about the product?
The ui is very old as someone tried to modify it and did halfway cooked one. Incomplete, Tickets and its markers are too complicated for a agent
What problems is the product solving and how is that benefiting you?
Ticketing and tracking of current tickets
Solid Support Tool with Room for Improvement
What do you like best about the product?
I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software.
What do you dislike about the product?
Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files.
What problems is the product solving and how is that benefiting you?
I use it to enhance our support experience, improving organizational reputation and user satisfaction.
this product feels like a distant cousin of intercom
What do you like best about the product?
The analytics system is very helpful to help track team performance
What do you dislike about the product?
sometimes the stats that are reflected are not so accurate.
What problems is the product solving and how is that benefiting you?
making direct communication with our driver network and assisting them while they are on the road
Amazing product
What do you like best about the product?
We use Freshworks every Monday to Friday. It is very user friendly and their customer support is great. The variety of features and ease of implementation and integration makes this product a must-have for every business.
What do you dislike about the product?
At this stage there are no dislikes about Freshworks.
What problems is the product solving and how is that benefiting you?
We deal with a lot of incoming emails from clients and users. Having one central place to manage these emails makes our lives a whole lot easier.
Its easy to keep a track on tickets and escalated cases.
What do you like best about the product?
Easy to use, search and communicate with other teams or customers
What do you dislike about the product?
UI is a bit confusing and messed up major problems encountered when it comes to JIRA
What problems is the product solving and how is that benefiting you?
Its helping to solve tickets, escalation cases, communicating with other teams and customers as well.
showing 1 - 10