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Freshdesk Omni

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

3,329 reviews
from G2

External reviews are not included in the AWS star rating for the product.

    Accounting

Perfect assistance

  • January 12, 2018
  • Review provided by G2

What do you like best about the product?
The kindness and the expertise of their agents.
What do you dislike about the product?
Almost nothing: my request was tricky, but the response was provided quickly.
What problems is the product solving and how is that benefiting you?
I was looking for a technical information about one of their product.

    Consumer Services

Awesome Support

  • January 12, 2018
  • Review verified by G2

What do you like best about the product?
The support is awesome. They answer very fast and they helped me with every problem I had until now.
What do you dislike about the product?
I dont have any problems or anything to dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our ticket problems with Freshdesk. It really helps us.

    Nilesh P.

RML Review

  • January 12, 2018
  • Review verified by G2

What do you like best about the product?
- Timely support from your backend team when configuring a lot of webhooks and settings.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
What do you dislike about the product?
Bulk update functionality of agents is not smooth and didn't find the solutions in the past not sure the current status for the same.
What problems is the product solving and how is that benefiting you?
We have solved so many problems by using freshdesk benefits we do not have to maintain the query and complaint module our selves.
Recommendations to others considering the product:
yes

    Kiri R.

Easy and User-Friendly

  • January 12, 2018
  • Review verified by G2

What do you like best about the product?
I appreciate the ability to see in real-time when a ticket is updated. I also appreciate the level of customization that the system offers. It allows us to tailor the taskbox to suit our team's need and to sort out the tickets to better direct workflow. I also really like the built in chat system.
What do you dislike about the product?
I don't understand or use the leaderboard. The reason for our scores isn't really explained - especially with the new Mint rollout. I can't see what the data is and how I achieved MVP - or any other score. This seems irrelevant to me.
What problems is the product solving and how is that benefiting you?
We use FD for all of our inbound client emails. It helps us delegate workflow and respond to clients in a timely manner, and it keeps us much more organized.

    Electrical/Electronic Manufacturing

Uncontrolled to Glory

  • January 11, 2018
  • Review provided by G2

What do you like best about the product?
Freshdesk made a significant improvement in managing and resolving customers issues. Ticket management and coordination through the Discuss feature, an internal agent discuss session to forwarding tickets to outside parties for review is a cornerstone to resolving problems for our customers. The automation tools have allowed us to ask customers key when the ticket is sent providing valuable tools to the customers to reduce issue resolution cycle time.
What do you dislike about the product?
Font is too small. Creating canned response customized templates can be done but outside the platform.
What problems is the product solving and how is that benefiting you?
We now provide customers solutions rather than questions. Through the automation tools, long drawn out conversations we are asking customers to provide all the information upfront to reduce the cycle times.
Recommendations to others considering the product:
There are many help desks out there. You wont be disappointed with Freshdesk and their amazing support.

    Stephen F.

Outstanding Support

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
Friendly and very knowledgable support staff. They're even available when I need them...anytime!
What do you dislike about the product?
For recently implemented new features, release documentation could be improved.
What problems is the product solving and how is that benefiting you?
Proper client support using a single-person support department. Freshdesk has designed their tools and UI's to make it very easy to quickly respond to clients no matter where my staff person is physically located.
Recommendations to others considering the product:
One of the younger companies in age. But maturing much quicker than most.

    Christina S.

FreshDesk

  • January 11, 2018
  • Review provided by G2

What do you like best about the product?
I like the easy access to announcements and training material. I'm able to review information that I may not remember or need to access repeatedly.
What do you dislike about the product?
Sometimes the information can be difficult to locate. If I'm looking for an announcement or material that was posted a while back, it may be difficult to find quickly. I wish it was easier to search.
What problems is the product solving and how is that benefiting you?
FreshDesk provides me with updates and announcements for my teaching job. I'm able to access training material for review and improvement.
Recommendations to others considering the product:
This is a great platform to post information for a large group. It allows users to read at their leisure and still be able to refer back to it as needed. The same applies for training material (such as PowerPoint slides or .pdf files).

    Amber M.

This team has shown fantastic support and the program is versatile enough to meet my support needs.

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
The support from the company when I have questions. They are quick and follow up.
What do you dislike about the product?
The response settings can be confusing. I wish there was a centralized hub to set up and change how FD reacts with specific clients. Instead I have to set up rules or go through the clients one by one to change some settings. Why can't there just be an option under a settings menu to turn on auto assigning of some options.
What problems is the product solving and how is that benefiting you?
It's helped track which clients are needing more support and focus.

    Gordon W.

Great tool for managing customer experience how YOU want

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
Clean interface. Ability to adjust ticket settings and requirements. Chat feature. Automation tools. Availability of helpdesk staff to assist when I need them.
What do you dislike about the product?
Phone functionality allows customers to get caught in hold/voicemail conflict for us. FD staff havent been super helpful in resolving this.
What problems is the product solving and how is that benefiting you?
Grouping customer interface options into one easy-to-use package. With plenty of metric tracking onboard.

    Investment Management

A great platform to manage customer queries

  • January 11, 2018
  • Review verified by G2

What do you like best about the product?
It has a variety of features which provides a lot of solutions.
What do you dislike about the product?
Features aren't visible upfront. Need to find in the forums to get help.
What problems is the product solving and how is that benefiting you?
Customer queries via different channel.

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