Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Fully Featured Support Platform With Great Support
What do you like best about the product?
The support is always friendly, helpful, and patient. And when you have a platform as ambitious and progressive as FreshDesk, things change, and questions come up. So having that support is key.
What do you dislike about the product?
The recent login issues with the change to FreshWorks have been tough. Trying to login to both FreshSales and FreshDesk have seen some growing pains.
What problems is the product solving and how is that benefiting you?
This platform runs our ticketing system and interactions with our clients, which is not something we take lightly. We need a fully featured and capable platform and FreshDesk delivers!
Recommendations to others considering the product:
Learn how to set it up properly with integrations and custom fields before using. Build in time to setup and train your staff.
Completed helpdesk ticket system and good support
What do you like best about the product?
Completed features and good support with fast respond.
What do you dislike about the product?
Agent need to access freshwork page before can access to agent account.
What problems is the product solving and how is that benefiting you?
Easy to manage and follow up status of ticket.
Just works!
What do you like best about the product?
Very simple to use (much easier than ZenDesk). The SSO setup was easy to code.
What do you dislike about the product?
When SSO is setup, the 'normal' login for agents is a hidden URL, which is weird.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to solve two needs. We put all of our product documentation in Fresh Desk. And we are using it as our customer support portal. Our customers really like the experience (more so than other tools we have used), and they like that they can find documentation in the same place.
Great platform with excellent customer service
What do you like best about the product?
It’s simple but customisable and it has a mobile app 😀
What do you dislike about the product?
sometimes slow when click reply or close
What problems is the product solving and how is that benefiting you?
We use freshdesk to allow tenants to report maintenance issues in houses we manage, instead of using something off the shelf we chose freshdesk due to its ability to be customised, sms feature for future and “search for an answer” feature.
We love it!
We love it!
showing 1,041 - 1,050