Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Easy Setup for our Ticketing System
What do you like best about the product?
Our team really loves the east to use interface to administer our system and resolve tickets. We love all the options of automation and the ability to create a solutions library that is user friendly and easily searched.
What do you dislike about the product?
We are using the Sprout version (free version), and it does not include an option for feedback/surveys from those who open tickets. Given it is the free version, this is understandable.
What problems is the product solving and how is that benefiting you?
Our clinical and technical help desk had previously been run just with email accounts and phone. This meant there was no central place for solutions, nothing beyond email templates in the way of standard replies, and a lot of emailing between agents to resolve issues. We also did not have a way to track if we met our standards for resolution times. Freshdesk is helping us better track what topics our clients have the most need around, who is responsible for resolving each issue, and ensuring we are providing timely service.
Freshdesk was very accommodating and helpful with our support set-up
What do you like best about the product?
The integration and transition to Freshdesk was simple and straightforward. The product team was very helpful in answering all our questions as we migrated to their platform.
What do you dislike about the product?
I had some trouble with submitting the FAQ articles initially
What problems is the product solving and how is that benefiting you?
Integrating the support platform into the Flyp app. The ticketing systems works much better and is easy to use.
Recommendations to others considering the product:
Great value and support from the FD team
Excellent Service
What do you like best about the product?
I liked how quickly the Freshdesk team responded to me.
What do you dislike about the product?
Nothing, it has been great to use freshdesk
What problems is the product solving and how is that benefiting you?
I am a Field Tech for a school district and we use it for administrators, teachers and staff to put in tickets and then we as a technology department resolve those tickets. Helping technology to be easy to use and work for teachers in our priority.
Professional & fast
What do you like best about the product?
It works exactly as we need it to. Most importantly, freshdesk is giving us all necessary support we need, to serve our customers better.
What do you dislike about the product?
Perhaps the way of adding and deleting customers that can view specific knowledge base items, could improve.
What problems is the product solving and how is that benefiting you?
We offer our customers educational services focused on using mobile technologies. We can serve our EDU and Business customers much bette and offer them best user experience along with our services.
i love Freshdesk
What do you like best about the product?
User experience for admin and for agent.
You can set up in a few hours.
The support team are very efficient, they respond very quickly every time we need help
You can set up in a few hours.
The support team are very efficient, they respond very quickly every time we need help
What do you dislike about the product?
I will appreciate a chat bot, Feshchat is not integrate in freshdesk. is not a good experience to log in in 2 plataforms.
What problems is the product solving and how is that benefiting you?
Customer support, back office flows, administrative tasks
Freshdesk
What do you like best about the product?
Its so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so usefulIts so useful
What do you dislike about the product?
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What problems is the product solving and how is that benefiting you?
automation issues
Recommendations to others considering the product:
Its really well made.
Good support and great interface
What do you like best about the product?
I like that Freshdesk has the full package. Chat, tickets, Knowledge database and Forum
What do you dislike about the product?
The multiple products can be confusing, when logging in and out.
What problems is the product solving and how is that benefiting you?
Software issues
Great service
What do you like best about the product?
Wonderful service with a quick reponse.
What do you dislike about the product?
At the beginning the look of Freshdesk was quite boring, however they have changed that recently
What problems is the product solving and how is that benefiting you?
It helped me solve customer problems much quicker
Quick response; great service
What do you like best about the product?
I am impressed that my simple issue was responded to so quickly. Even though it was a simple fix, I felt that my representative was 1. an actual person 2. really did want to be sure it was working as I needed it to.
What do you dislike about the product?
There was nothing at all about my interaction which was negative.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as a Support Portal for websites and Salesforce implementations.
We have found so much better client interactions when they have control over status changes and can update us and check on updates at any time. The transparency and communication between Freshdesk and Jira has given us a great way to stay on top of issues.
We have found so much better client interactions when they have control over status changes and can update us and check on updates at any time. The transparency and communication between Freshdesk and Jira has given us a great way to stay on top of issues.
Recommendations to others considering the product:
Freshdesk has allowed me to share information as well as take vacations without Support services stopping. Clients don't see any lag in our customer service, which is the most important feature for us.
nice and smooth
What do you like best about the product?
being able to communicate with airlines and passengers / also following up with each case
What do you dislike about the product?
nothing I like it all ... there is no much to write here
What problems is the product solving and how is that benefiting you?
travel industry
Recommendations to others considering the product:
it is the best solution for business correspondence
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