Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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External reviews are not included in the AWS star rating for the product.
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!
User friendly
What do you like best about the product?
Helped our company in all aspects, in terms of calculating NPS and tracking tickets in an organised way.
What do you dislike about the product?
Limitations with few products. The plan basically needs to be enhanced based on the requirement.
What problems is the product solving and how is that benefiting you?
Customer service is an integral part of any particular organisation. Freshdesk has benifited us handling that bit seamlessly.
Useful tool when you cant figure out how to do something
What do you like best about the product?
Being able to click on the link, raise a request and then someone answers within a reasonable time-scale
What do you dislike about the product?
Having to wait in a que and keep checking for a reply but not usually a problem
What problems is the product solving and how is that benefiting you?
All inquiries and subsequent investigation and response to the inquirer are traceable. In addition, notes can be made to remind of details not passed onto the inquirer.
Recommendations to others considering the product:
Good tool for handling inquiries and keeping traceability
Great system got better
What do you like best about the product?
I liked the system before the Mint update but it got even better after the update. It really helps me keep myself and helps to make the customers satisfied with my work.
What do you dislike about the product?
I can't say that there is anything that is wrong with it. The system works well.
What problems is the product solving and how is that benefiting you?
It's the best ticket tracking software I have used
Recommendations to others considering the product:
If people want to use a useful ticket tacking system that is really customize-able and easy to use then I would let them know about Freshdesk.
Freshdesk support is awsome...!
What do you like best about the product?
Support staff usually responds in short time and engages with customer providing solutions
What do you dislike about the product?
Not much,
1.may be freshdesk can add more dynamic reporting.
2.Timesheet approval system
3.Configure columns in the views.
1.may be freshdesk can add more dynamic reporting.
2.Timesheet approval system
3.Configure columns in the views.
What problems is the product solving and how is that benefiting you?
Biggest is ticket management
Timesheeet capture
Timesheeet capture
Recommendations to others considering the product:
Simplistic ticket management tool.
Always quick and accurate support
What do you like best about the product?
The speed by which answers are received is excellent. Always end up with an agent who is happy to help. I like the in-app chat on my mobile device. The overall attitude of freshdesk and their support is fun!
What do you dislike about the product?
there's not much I dislike. agents could have more training on the new interface. the app interface and functionality can benefit from a makeover.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps me organized with all the jobs I do and keep track of specific information. It also solves the question of sharing information, which with freshdesk, everyone is on the same page
Recommendations to others considering the product:
There are feature that are lacking such as searching within a customer or company, integration with password management software, plus a few minor improvements that would be convenient
Keeping Support Simple-FreshDesk Does It!
What do you like best about the product?
Setup was a breeze. No complicated back-end setup unless you wanted it to be more complex. We were up and receiving tickets in 15 minutes. Adding clients is also easy and sleek. Customization is two clicks and the functionality of the ticket is exactly what is needed. The ability to identify, accelerate and resolve issues.
What do you dislike about the product?
My only issue which is so minimal, I only mention it so I can extol the responsiveness of the FreshDesk support. The Dashboard was not refreshing tickets when their status was updated. I received a recommendation that solved the issue within a a day of submitting my issue.
What problems is the product solving and how is that benefiting you?
FreshDesk has reduced our lead engineers email in his inbox. Our junior developers handle 90% of the issues submitted and when they need to accelerate to a lead engineer, it is seamless and quick. The result is exactly what we were looking for. A support system to solve our client issues in a timely and communicative way.
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