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Freshdesk Omni

Freshworks Inc. | 1

Reviews from AWS Marketplace

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External reviews

3,282 reviews
from G2

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

    Political Organization

Works for our needs

  • July 07, 2023
  • Review verified by G2

What do you like best about the product?
Easy to use, easy to set up, meets our needs out of the box (primarily email based comms with some social/phone based tickets).
What do you dislike about the product?
For what we are doing there is little to dislike. Could be cheaper but you could say that about everything.
What problems is the product solving and how is that benefiting you?
One place with all our comms with a customer that is easy to search.
Also very easy to merge multiple conversations into a single ticket.

    Ankkeet U.

Freshdesk - makes work life easy.

  • July 07, 2023
  • Review verified by G2

What do you like best about the product?
Helpful - ease of use
Upsides - user friendly
Canned responses
Executing Scenarios

It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.
What do you dislike about the product?
Least helpful-Integrating CRM into Freshdesk and finding old tickets.
Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our day-to-day problems of keeping track of the tickets and running automation. It also helps in monitoring agents' productivity. It autocorrects the misspellings in a sentence which is a good addon. Now you have an option to maximize the text editor field which helps in drafting the message/email easily.

    Electrical/Electronic Manufacturing

A functional product with surprisingly poor support

  • July 07, 2023
  • Review provided by G2

What do you like best about the product?
The email integration works well, allowing us to service support email addresses and I have used the Tagging and analytics to help quantify areas of our product which need improvement.
What do you dislike about the product?
The editor for support articles has lots of weird bugs and isn't WYSIWYG, our experience with the freshdesk support has been poor with a freshdesk support member suggesting actions which would take our support site down when we had an issue.
What problems is the product solving and how is that benefiting you?
It provides a complete solution for hosting all our support activities, whether support articles, a ticketing system or support emails. This means we can have a self-contained solution for this without interfering with our core product.

    Sheridan_ H.

Great Experience with Freshdesk!!

  • July 07, 2023
  • Review provided by G2

What do you like best about the product?
*It create clear process for adressing enquiries.
*Intuitive ,fast and easy UI
*Has fantastic tech support team and supportive customer success agents.
*I like it's customized dashboard.
*Great with reporting and Automations.
What do you dislike about the product?
To be honest i have no dislike towards this great platform.
What problems is the product solving and how is that benefiting you?
*Simple to implement.
*Automations

    Rupak S.

The Best Tool to Manage Support at Scale

  • July 07, 2023
  • Review verified by G2

What do you like best about the product?
Before opting for FreshDesk, we directly responded to the customers via emails. But as we grew, customer inquiries and the team size increased. So it became complicated to manage the customer queries directly via email; it was tough to coordinate who was handling which customer's email. That's when we decided to start using Freshdesk. With Freshdesk's Ticket Management Tool, we can now easily assign tickets to a particular agent, and track the response times, resolution times etc.
What do you dislike about the product?
Nothing much. The mobile app can be a little more user-friendly.
What problems is the product solving and how is that benefiting you?
Ticket Management, Agent Assignment, Tracking, Monitoring, Accountability, Reports

    Olav A. D.

Freshdesk does what it's supposed to do

  • July 07, 2023
  • Review provided by G2

What do you like best about the product?
Freshdesk is user friendly. You can find and sort current and old or closed tickets with ease. The customer just sends a mail to support and a ticket is created.
What do you dislike about the product?
The only thing I realy dislike is that image/document upload is very limited (20MB). Another thing is that shortcodes are turned on as default. It took me some time to find out how to turn off.
What problems is the product solving and how is that benefiting you?
It's solving a good deal of our day-to-day communication with customers. Customers wich we design webpages for can send changes, or images/text for Google banners and much more.

    Fabio A.

Simple, easy and reliable

  • July 06, 2023
  • Review verified by G2

What do you like best about the product?
The FreshDesk is fantastic software, very simple to use, and with an excellent interface. You can help the user change the status of the ticket straightforwardly. And the loading quotes are very insightful.
What do you dislike about the product?
I would say we could have a dark theme and more insightful loading quotes.
What problems is the product solving and how is that benefiting you?
The Freshdesk is used to help a lot of user in OSG and OSDF

    Staffing and Recruiting

Excellent Helpdesk

  • July 06, 2023
  • Review verified by G2

What do you like best about the product?
I like using Freshdesk as it helps us to keep track of all the incoming requests. The simple and uncomplicated ticketing system helps in ensuring nothing gets missed thus enabling the support team to provide resolutions at a faster rate.
What do you dislike about the product?
I am yet to find something to dislike about the helpdesk. We have got excellent feedbacks from all the users who use the platform day in and day out. Their support team is also super helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to ensure that we provide the best possible support to the customer without missing any of the requests while keeping a close tab on the SLA and the customer sentiment.

    Luis V.

A very efficient way to manage service tickets

  • July 06, 2023
  • Review provided by G2

What do you like best about the product?
The functions about assigning tickets to other team members or other teams within the organization, and the user friendly way of tracking previous service tickets.
What do you dislike about the product?
I cannot think of any downside. I would only add one filter for my completed tickets.
What problems is the product solving and how is that benefiting you?
It provides a platform to locate and resolve issues that users experience. It offers a versatile communication route to update users about the resolution of their problem.

    Chris O.

Excellent features at a competitive price.

  • July 06, 2023
  • Review verified by G2

What do you like best about the product?
We're a busy digital agency, and FreshDesk allows us to manage all our client support questions and issues in a single place. We can discuss internally and track tickets to ensure we're providing timely, accurate support for our clients.
What do you dislike about the product?
I've been using FreshDesk for 5+ years and have no complaints or issues at all.
What problems is the product solving and how is that benefiting you?
We used to answer all client questions via our regular email inboxes. This was obviously not scalable, and also not trackable in terms of response times, status, etc.

FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.

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