Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Freshdesk works wonders
What do you like best about the product?
Ticket system as a whole is fantastic, easy to use and simple to setup,
Easy of replying to customers for day to day issues
Easy of replying to customers for day to day issues
What do you dislike about the product?
I haven't found anything that freshdesk have not been able to sort out for me to get working
What problems is the product solving and how is that benefiting you?
Time to assist clients in a professional way
Freshdesk is an "All in One Package," Powerful tool.
What do you like best about the product?
Multi-channel support, portal and form customization, productivity rules.
What do you dislike about the product?
Support Articles for admins and agents should be multi-language.
What problems is the product solving and how is that benefiting you?
As a Cloud consultant and provider, our company usually gets a lot of support tickets and queries. It's good that our support and customer's service teams can work seamlessly on every case and be aware of what the urgent matters are.
Supercharged Support from Freshdesk
What do you like best about the product?
I loved the fact that the agent took pains to understand our problem and suggest a few solutions which really helped our ability to offer a seamless customer experience to our customers
What do you dislike about the product?
Nothing really. Even though we sent multiple emails, the Freshdesk support folks kept on answering the queries
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our backend support and use it as a primary service to connect with our customer complaints
Recommendations to others considering the product:
This is a very simple to use product for all your customer interaction needs. The best part is that the free layer allows you to experience the service which makes you want to move to the paid version which offers many other benefits
User-friendly and great support
What do you like best about the product?
Freshdesk helps us provide timely support for our customers according to a priority level of their choosing, and their chat support is always fast and helpful!
What do you dislike about the product?
When I forward a ticket to someone else in our customer's organization, I wish the link to see the full ticket thread were automatically included in the forward, the way that it is in the replies.
What problems is the product solving and how is that benefiting you?
Freshdesk gives our customers an easy way to request and receive support.
I've used Freshdesk from both sides, and it remains my favourite helpdesk solution
What do you like best about the product?
It's best features are it's integration capabilities and the level of customisation.
What do you dislike about the product?
It can be difficult to optimise across multiple support teams, but that's more of a problem with implementation rather than the product.
What problems is the product solving and how is that benefiting you?
It's being used for internal and external customer support and tracking SLAs.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
Recommendations to others considering the product:
Over the last 25 years in the IT industry, I'm happy to say that I've found Freshdesk to be the most capable, reasonably priced and well supported helpdesk tool out there.
Excellent service
What do you like best about the product?
Support is always available and has quick turnaround
What do you dislike about the product?
Nothing important to mention here - overall happy
What problems is the product solving and how is that benefiting you?
Better support to our customers
A great helpdesk solution
What do you like best about the product?
Freshdesk is simple to set up, the interface is easy to navigate around and the support (if and when you need it) is available quickly.
What do you dislike about the product?
The only part I dislike is that it creates "customer accounts" for you when somebody emails.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
What problems is the product solving and how is that benefiting you?
The ability to log an IT problem, which will be picked up by myself or another support agent.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
Very happy experience
What do you like best about the product?
Customer service was really good for the job tell
What do you dislike about the product?
Nothing at all to say bad about the service
What problems is the product solving and how is that benefiting you?
Ordering
I found it easier to set up and stuff going then Zendesk
What do you like best about the product?
It was easier to set up and has a good feature set.
What do you dislike about the product?
Portal customization should have a WYSIWYG editor.
What problems is the product solving and how is that benefiting you?
We run a plumbing service company. We use it to track incoming customer requests. So we don’t forget about them and handle them in an organized way.
Easy to use tools and GREAT customer service
What do you like best about the product?
Easy to pull reports and customization. I love the canned response tool as well as the solutions tab. Our company uses both of these to help train new hires and keep the staff up to date on new product.
What do you dislike about the product?
Can sometimes run a bit slow, or tickets remain 'open' even once they've been handled, but issue is eventually fixed once reported. Also, when searching for a specific canned response or solution with a keyword, the article or response does not always populate with the keywords entered.
What problems is the product solving and how is that benefiting you?
We're able to follow agent activity easily and can resolve scheduling issues accordingly using the information provided
Recommendations to others considering the product:
Take the time to go through everything it has to offer. Some admin reports or tools may be a bit technical, however they're very beneficial if implemented correctly.
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