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Freshdesk Omni

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

3,265 reviews
from G2

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

    Toshiyuki H.

One of the best SaaS for customer support

  • July 21, 2017
  • Review provided by G2

What do you like best about the product?
It's really easy to use even Freshdesk has a lot of features, and the performance is also good, no stress for using. Also, it has many integration option with other services such as JIRA, it os really convenient too.
What do you dislike about the product?
Nothing really - it's really great. If anything, there are some room of improvement for admin UI's navigation.
What problems is the product solving and how is that benefiting you?
Managing and tracking customer's issues, Freskdesk helps us to do it in very simple and effective way.

    Claudia H.

Excellent CS Solution

  • July 20, 2017
  • Review verified by G2

What do you like best about the product?
- User friendly
- Easy to Implement
- Simple set up
- Great UI
- Customizable
- Outstanding Customer Support
- All-in-one CRM solution
- Great tutorials
- Excellent for small or large teams
What do you dislike about the product?
Could use a few additional functionalities - i.e. the ability to bcc when creating a new ticket. Swapping out from email address. A better solution for AR bounce-issues. (please, see forum feature requests).
What problems is the product solving and how is that benefiting you?
FreshDesk enabled our team to effectively & efficiently consolidate tools for email, phone, & knowledge base and provide support via one platform.
Recommendations to others considering the product:
I would definitely recommend FreshDesk as a CS solution.

    Marcel K.

Allowed us to quickly scale our business

  • July 19, 2017
  • Review verified by G2

What do you like best about the product?
When we acquired multiple agencies we knew our old systems were not going to work and that we needed a ticket management system of some type. Freshdesk was very easy to setup and get going. It is very easy to customize, automate, and build out. The tools in the Helpdesk Productivity section have been a life saver and made our team's jobs much easier.
What do you dislike about the product?
At this moment in time, we do not have any complaints.
What problems is the product solving and how is that benefiting you?
We're able to respond to clients on time, with next steps, and easily track the progress of our work. The internal and private notes become very useful when invoicing clients at the end of the month.

    Information Technology and Services

Perfect for a growing support team

  • July 19, 2017
  • Review verified by G2

What do you like best about the product?
It's super easy to train new hires and on-board them onto Freshdesk. If they've any CRM experience in the past it's picked up in a few minutes and everyone else gets it not too much later.
What do you dislike about the product?
It's still missing a few features we'd like to see but we've been using it now for a few years with no real issues so I would consider these nice-to-haves.
What problems is the product solving and how is that benefiting you?
We successfully provide global technical support via Freshdesk to our customers. The ease of use and things like signing in with Google really help us take on new customers with few issues.

    Higher Education

Freshdesk is helpful and rather user friendly

  • July 14, 2017
  • Review verified by G2

What do you like best about the product?
I like that there are a variety of options. I can set the view to most recent, most recently modified, etc. I also like that I can switch between users easily without having to log in and out. I also enjoy being able to loop in other members of my team onto specific tickets. Adding personalized tags is really nice as well. I also really enjoy the classes that they have been putting out recently.
What do you dislike about the product?
I wish customization included a way to remove options you don't use. The screen is very busy when you don't really care about some of the fields. I would be happier if Settings went back easier. When you change to view your Spam folder, for instance, it is kind of a pain to remember to click back to the folder you want before clicking tickets and finding yourself still in the same spot. That is probably user error on my part, however.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide customer support for an MMORPG. It definitely allows for multiple people on our end to jump in and lend a hand.
Recommendations to others considering the product:
Freshdesk is great for customer support. I really find it helpful in so many areas.

    Higher Education

Freshdesk makes customer support seem like a breeze

  • July 13, 2017
  • Review provided by G2

What do you like best about the product?
The product is reliable and very stable. It is always there when it is needed, and will not let you down. They add new features, but not in a way that disrupts your workflow.
What do you dislike about the product?
The solutions knowledge base needs some work. The process of creating and maintaining articles is somewhat tedious.
What problems is the product solving and how is that benefiting you?
Being able to work with multiple product lines and client needs in a seamless fashion. We are able to quickly resolve tickets and share our knowledge with the rest of the team if necessary.

    Soo K.

One of the easiest and flexible cloud Helpdesk solution

  • July 13, 2017
  • Review verified by G2

What do you like best about the product?
- Highly flexible - almost everything from the portal design, SLA, support product, etc. can be configured
- Fastest uptime ever! --- got everything started within 2 days (also you have 30 days free trial)
- Great way to collaborate with the team and also ensure customer satisfaction
- Solutions offer a fast way for users to help themselves
What do you dislike about the product?
- Some functionalities still not available (you can read about them in their support forum)
What problems is the product solving and how is that benefiting you?
We used to have a tough time tracking ticket resolution with SLA and ensuring that we are answering customer's (end user) questions on time and effectively ... now we can!

    Internet

Fresh Desk review

  • July 12, 2017
  • Review provided by G2

What do you like best about the product?
Web base, easy access , trial version of the product
What do you dislike about the product?
report is not that accurate, not user friendly, chat tab are not organized
What problems is the product solving and how is that benefiting you?
Technical issue of home base teachers

    Jen J.

I expected more

  • June 30, 2017
  • Review provided by G2

What do you like best about the product?
I liked the ability for a customer to check their status and communicate with the reps.
What do you dislike about the product?
I was disappointed with the reporting capabilities.
What problems is the product solving and how is that benefiting you?
We were trying to give access to customer support, where they didn't have it before.
Recommendations to others considering the product:
Think about your model and what you are trying to achieve. If this is a first access for a fresh team just starting, this can be a good solution. Consider scaling and long term goals though.

    Suzy D.

Great for Solopreneur HelpDesk

  • June 30, 2017
  • Review verified by G2

What do you like best about the product?
I love that FreshDesk gives me the ability to setup automated email responses; as a software developer, I can set up an email that 1) responds to the client in a customer-centric way by identifying their domain; and 2) creates a card in my Trello board with the issue.
What do you dislike about the product?
Nothing really - it's great. Asking too much to have simple CRM to manage potentials? :-)
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to simply manage my client enquiries without pfaffing around looking for the last link I sent out; if they report a bug, it gets emailed into a bug list in Trello; if they need a download link they just include a particular subject and the auto-email sends the link for that organisation. Simple. For any common 'how to' enquiries, I have referrals to the forum for step by step instructions. I look professional, and I look like I have a team. What's not to love?
Recommendations to others considering the product:
Great for software developers needing to manage multiple client deployments.

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