Freshdesk Omni
Freshworks Inc.Reviews from AWS customer
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Freshdesk Makes Customer Support Easy and Efficient!!!
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which makes managing customer tickets easy and efficient. The platform is quick to implement, so we were up and running with minimal downtime. We use it frequently every day, and its automation features significantly reduce manual work. Plus, the multi-channel support ensures smooth communication across email, chat, phone, and social media. The robust reporting and integration options also provide valuable insights and flexibility to tailor workflows.
What do you dislike about the product?
Strong Support Features, but UI Can Improve
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scattered customer communications by consolidating all tickets from different channels into one platform. It helps us manage support requests efficiently, avoid missed queries, and respond faster. This improves customer satisfaction and reduces the workload on our support team. Automations and easy ticket prioritization save time, allowing us to focus on resolving issues rather than organizing them.
Powerful CRM and automation features
What do you like best about the product?
We have benefited from how well everything integrates—email, chat, phone support—it’s all in one place
What do you dislike about the product?
Customizing certain workflows or reports can take more time than expected—especially if you’re not technically inclined.
What problems is the product solving and how is that benefiting you?
We were struggling with scattered customer data, missed follow-ups, and no clear visibility into our sales pipeline. Freshworks CRM (Freshsales) helped us bring everything into one place—contacts, deals, emails, and activity timelines.
Easy to handle all the customers queries at a one time fast canned response
What do you like best about the product?
Easy and simple navigation and best option for the UI/UX
What do you dislike about the product?
Intel Assigned sometime it doesn't works
What problems is the product solving and how is that benefiting you?
Customer Support and the. Sharing the file to check on the issue to troubleshoot
One of the simple IT ticket management solution
What do you like best about the product?
Freshdesk allows us to simply create the agents which will respond to the tickets.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
What do you dislike about the product?
Nothing that I dislike about freshdesk service.
What problems is the product solving and how is that benefiting you?
Managing tickets got much simpler for us due to this tool, while keeping track of tickets, history etc. details
A great helpdesk which makes support processes flow seamlessly
What do you like best about the product?
I like the power packed features, simple and easy to use interface and length and breadth of the functionalities.
What do you dislike about the product?
I could not find any major points to dislike about Freshdesk barring one or two minor issues which were promptly addressed by their Support team.
What problems is the product solving and how is that benefiting you?
Freshdesk is instrumental in ensuring that no customer queries go unnoticed through the ticket management system and the users have all the information available at one place through the self serve articles.
Very easy to use
What do you like best about the product?
Team management and very easy to use, report mechanism
What do you dislike about the product?
Costly, and doesn’t work on the cost and there customer service is not that quick
What problems is the product solving and how is that benefiting you?
Reports
best platform for the tickets
What do you like best about the product?
very very amazing platform for use good filter features it has.
What do you dislike about the product?
Nothing, absolutely nothing. Everything is best
What problems is the product solving and how is that benefiting you?
I am a support engineer and use this platform everyday. This is the best platform used for support management.
Happy customer, but building out my own solution now
What do you like best about the product?
I have been using Freshdesk for a few years. It was easy to setup and it is up all the time. I don't think it is worth the money for the limits it has put on my "blossom" account. My customers don't know how to use it, the interface is confusing for them -- so I have my own app that pulls down all data and I have my own frontend.
What do you dislike about the product?
They recently changed their API call limit without informing customers, breaking systems that were in place while I was out of town. I am now going to build my own help desk solution that I can customize to my liking. The limits on the basic plan which still costs a bit have me looking elsewhere.
What problems is the product solving and how is that benefiting you?
Easy to manage tickets on my side.
Best CRM for support
What do you like best about the product?
Ease of assignments, views, tracking live tickets, automations and analytics.
What do you dislike about the product?
Data takes some time to update on analytics
What problems is the product solving and how is that benefiting you?
high volume management and automations
Frehdesk experience
What do you like best about the product?
This CRM tool is very user friendly and easy to use. keeps the data in very structured manner. implementation is ease which is really helpful. it provide proper access to support the customer . We user on daily basis because other software integration is easy with Freshdesk.
What do you dislike about the product?
Sometimes we need to get the older data which gets removed from portal and we have to get it from cloud.
What problems is the product solving and how is that benefiting you?
We had very unstructured way to manage the customers query and data now it is very easy to maintain the customers data on day to basis.
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