Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Customer of helpdesk for past 5 years
What do you like best about the product?
Simple and understandable UI for everyone
What do you dislike about the product?
Pricing is bit on higher side , not much offers for existing customers
What problems is the product solving and how is that benefiting you?
Ticketing system helpes track down past issues and also have a track on open issuesn
Freshdesk - Review
What do you like best about the product?
1. Ease of use
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
2. Easy to set up and implement
3. 24/7 customer support and constant support from the account management team
4. I use it almost regularly like 5 days a week
5. It has almost all features and has omnichannel coverage across multiple platforms
6. Integrates easily with my current tech stack
What do you dislike about the product?
1. High Pricing
2. AI is not very robust
2. AI is not very robust
What problems is the product solving and how is that benefiting you?
We use it for the customer support team
Great range of tools, so easy to integrate and use.
What do you like best about the product?
Freshworks offers a very user-friendly interface. The ease of setup is there and its ability to manage customer interactions across multiple channels like email, chat, and phone, while linking tickets across has helped us.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
The automation features, such as ticket routing and canned responses have also been a great use-case for us.
Additionally, the analytics and reporting tools provide valuable insights to optimize team performance.
What do you dislike about the product?
The mobile app is very limited compared to the web version. Also, sometimes the agent responses can vary while setting up certain features, which leads to confusion and so much back & forth.
What problems is the product solving and how is that benefiting you?
We used freshworks to streamline our customer support by centralizing inquiries from multiple channels into one platform. It helped us in reducing response times and improving issue resolution. Its automation features handle repetitive tasks like assigning tickets, which could be done by setting up automation logics. This has led to increased team productivity, better customer satisfaction.
Awful Experience. Bad Team. Bad Product. Overcharging.
What do you like best about the product?
unfortunately, we never got the product working even with their help. I don’t see any upsides.
What do you dislike about the product?
Their support is pretty bad. We had a set of requirements going in and we’re executing against those requirements. Their support just tried to force us off the phone and could never really solve the basic functionality. We need in a support system.. for instance, showing a users own tickets. It was not easy to integrate, and all the documentation was different. There referenced various versions of their web SDK and then tried to send me different configurations and versions, and it never worked. I didn’t even get to trying to secure login, JWT.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
Then we tried to stop the implementation because it was wasting our time and very fragile and kept breaking. We were on a month-to-month contract yet they continue to charge us for 10 agents when we haven’t even gone live yet they won’t work with us on refunding that money or stopping future payments.
Unfortunately, now we have to refute those charges since we’re month-to-month we never signed a contract.
What problems is the product solving and how is that benefiting you?
We needed a customer support tool that had basic features.
Freshdesk - Our always available multi-channel manager
What do you like best about the product?
Over the past few years, using Freshdesk has allowed us to manage our emails and social media chats in once place. We are able to tag and manage all our crticials communications and add automation tools when we experience spikes. The Freshdesk ecosystem is great, and we also make use of Freshchat that blends seamlessly with our ecosystem of applications. If you require support with anything you can drop their support team an email and they usually respond within a few hours with some troubleshooting and the option to send them screenshots/video clips so that they can better resolve your issue.
What do you dislike about the product?
Currently no dislikes of Freshdesk, once you use it, you'll realise what an amazing benefit it is.
What problems is the product solving and how is that benefiting you?
The ability to bring support and communication management into the Freshworks ecosystem with Freshdesk and Freshchat that covers multiple channels and allows our entire team to work on every single day.
The Best CRM
What do you like best about the product?
Freshworks is a very good platform that provides one of the best customer engagement CRM. One of its biggest advantages is its user-friendly interface, making it easy for me to implement and use without extensive technical expertise.I have used Freshdesk, and it stands out as one of the best tools for customer management.
What do you dislike about the product?
Sometimes there is a delayed response time.
What problems is the product solving and how is that benefiting you?
Freshworks helps me in solving major challenges related to customer support and service management that improves efficiency and enhances customer experience. Freshdesk is reducing manual work, improving response times, and streamlining customer interactions.
Exceptional Support and Reliability
What do you like best about the product?
Whenever we've encountered an issue or had a question, Freshworks' support team has been quick to respond, often going above and beyond to ensure our needs are met.
What do you dislike about the product?
The integration and management of Freshworks' numerous products can sometimes be challenging.
What problems is the product solving and how is that benefiting you?
Consolidate multiple multilingual call centers across various time zones into one centralized platform.
Freshdesk review
What do you like best about the product?
It help us support with out support system. raising tickets and handling user issues. we have integrated its bot in our webapp.
What do you dislike about the product?
There are frequent outage in freshdesk that needs to be improved. but overall its good.
What problems is the product solving and how is that benefiting you?
It help us to initialize support bot and solve the customer support related issue involving raising tickets and human agent in the loop.
The best platform for tickets and organization
What do you like best about the product?
The best things in Freshdesk are the dashboards and reporting, ease of use, and customer support.
What do you dislike about the product?
Perhaps the cost to use the platform could be better.
What problems is the product solving and how is that benefiting you?
Follow clients' cases
A User-Friendly Ticketing Solution
What do you like best about the product?
User-Friendly, multiple automation options, easy to integrate
What do you dislike about the product?
detailed product training not available due to which user cannot make use of the tool effectively
What problems is the product solving and how is that benefiting you?
Categorzing the incoming tickets, multiple automation helped to reduce the manual efforts
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