Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Affordable customer service ticketing
What do you like best about the product?
In a price-per-feature evaluation, Freshdesk is great. It gets the bare basics out of the way and has a variety of customization options. We moved from an home-made internal-only ticketing system to Freshdesk and we really appreciate the recordkeeping of client communication and being able to look at all our teams stand in a glance.
What do you dislike about the product?
Very poor support of customers that don't have an email address, or mixed corporate customers where initial contacts may not have an email address, but their supervisors that need to watch the ticket do. Have to rely on a separate system for internal project tracking/planning. On lower-tier plans (or maybe all plans?) unable to do customer-centric reporting (such as ranking customers by complaints) or considering external stats for reporting (such as comparing number of calls logged in phone system for a client against the number of complaints or errors generated for that client). But then again, the price other systems charge (IF they offer those things) is often far too much for the benefit provided.
What problems is the product solving and how is that benefiting you?
Collecting, tracking and responding to client complaints for a 3rd party call center. Ensuring prompt responses and tracking performance and errors over a long period of time.
Great Product, Great Support
What do you like best about the product?
Ease of use, customization, and the support is fantastic.
What do you dislike about the product?
I'd like the opportunity to build custom reports and customize the dashboard based on user account.
What problems is the product solving and how is that benefiting you?
We use it for logging and processing IT tickets, Marketing requests, and Customer Service. With this product, we have more visibility into our daily operations, we can better identify issues, and improve planning. It also allows us to improve our customer experience by allowing our Customer Service team to respond to requests more quickly.
Recommendations to others considering the product:
This system is far superior to other help desk products i've previously used. It's easy to use and administer, and has a ton of functionality. Buy this product.
I have tried other support ticket platforms and keep coming back to Freshdesk
What do you like best about the product?
It's Free and I can customize to my business.
What do you dislike about the product?
Wish I could afford more plans. I am not sure how to use chat feature.
What problems is the product solving and how is that benefiting you?
I keep all of my support tickets in one place and organized. My clients are very happy with it. I have also starting using tags and just recently the merge and custom field tags. I also export these fields into reports for my clients.
The most modern way to do ticketing
What do you like best about the product?
We use fresh-desk in a way that it was not intended to be used and it is flexible enough to accommodate our needs!
What do you dislike about the product?
FreshWorks fragmented themselves into several different companies and at times it can be difficult dealing with several different product reps, this does seem to be getting better however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage and track workflow in a 3D printing lab, its flexibility has allowed us to custom tailor the product to meet our needs.
Recommendations to others considering the product:
Just give the free trial a try, what do you have to lose? there is also no time restriction so you can play with the features for as long as you need before you make a decision.
Easy and excellent
What do you like best about the product?
easy to use, great support, very easy to integrate
What do you dislike about the product?
nothing, very few hurdles, nothing that we needed to overcome.
What problems is the product solving and how is that benefiting you?
Support department for IT solution
Recommendations to others considering the product:
easy to use, easy to integrate
Freshdesk
What do you like best about the product?
Freshdesk has a lot of features, and while we're not using all of them, the ones we do use make my life easier. Canned responses, Insert a solution, etc.
What do you dislike about the product?
The only thing that I disliked may be resolved in the 'mint' upgrade. When tickets come into our queue, sometimes the person submitting the request has chosen the wrong 'group'. We want to be able to view the open tickets, and quickly pick the correct group (without assigning it to an agent) just have the correct group designated so that the open ticket will appear in the filtered list.
What problems is the product solving and how is that benefiting you?
Customer support is more expedient.
I love Freshdesk services.
What do you like best about the product?
I like how Freshdesk allows me to put the customer first and allows for many management options!
What do you dislike about the product?
There's nothing in particular that I dislike about Freshdesk except that I cannot customize the ticket status names.
What problems is the product solving and how is that benefiting you?
I have been allowed to better connect with my customers and agents and create a conducive environment for customer service.
Freshdesk is a super powerful resource and support management tool!
What do you like best about the product?
I think the management of tickets is great. Having the ability to nest tickets through merging helps keep the overall ticket queue manageable and also keeps issues collected in an organized manner on a per-customer basis.
What do you dislike about the product?
Sometimes the management of the "reply-to" can be tricky. If a customer sends an email to one of our Freshdesk-ticket-creating email addresses, and we want to email the customer at a different email we have for them in their Freshdesk profile, we don't have the ability to change the address the email is going to from within the ticket in Freshdesk.
What problems is the product solving and how is that benefiting you?
Helping ensure customer issues are documented for solutions and previous problem history review. Helps for quicker resolutions of the same or similar problems in future interactions with those customers.
Easy to use, fast response, very good services
What do you like best about the product?
They ask me again if I have my problem resolve, pass a day of the solution to close the ticket.
What do you dislike about the product?
they dont speak spanish and the support services.
What problems is the product solving and how is that benefiting you?
I use freshdesk as a help desk for the company where I work now
Freshdesk Is great!
What do you like best about the product?
The customer support is wonderful every time I have had to contact them.
What do you dislike about the product?
The search function in the helpdesk leaves something to be desired. I love the rest of the helpdesk, but when I try to search for older tickets, it’s tricky.
What problems is the product solving and how is that benefiting you?
Responding to customers is quick and easy! We also have our FAQ made with their Solutions tab. It’s helpful to pop in FAQs and canned responses into replies to our customers.
Recommendations to others considering the product:
Don’t be afraid to ask questions! They are so friendly and helpful.
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