Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Great Support and Product
What do you like best about the product?
Freshdesk is a great help desk program. I like that it is cloud based and is flexible to our needs.
What do you dislike about the product?
I do not have many dislikes. I would like to see the ability to add more than one company to a customer, but outside of that it is perfectly suited to our needs.
What problems is the product solving and how is that benefiting you?
Consolidates our ticketing and knowledge base in one place and is easy for our customers to reach us and help themselves.
Freshdesk support
What do you like best about the product?
I love how cross platform support is easily handled with Fresh
What do you dislike about the product?
Notifications, If you are offline till next shift notifications will all pop up when you log in the next day.
HAving to close 1000 notification windows is distracting.
HAving to close 1000 notification windows is distracting.
What problems is the product solving and how is that benefiting you?
Help desk, client support
Recommendations to others considering the product:
Freshdesk is all in one tickets and customer service platform.
Great Help
What do you like best about the product?
The friendliness of the support team. They were always there to help and had fast responses. When I submitted a request they always had a fast answer which I definitely appreciated a lot. They always treated me like I wasn't a task they had to perform and get paid for. They treated me like a friend. It was hard to give them bad feedback if they couldn't answer a question because I knew that they could. It could be me not giving them enough information sometimes but I just always felt valued. They included screenshots of things (visuals) to help out. Although I occasionally didn't get an answer that helped they were still kind and tried their best to be helpful.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What is awesome is that in one of the plans you have a personal helper that responds to you within a few hours. That is really helpful to be able to use instead of having to open a support ticket. My personal helper was amazing in all the tasks he helped me with.
What do you dislike about the product?
I didn't like when one of my questions was not answered correctly. It was hard not knowing how to do certain things and some things to set up became confusing and hard to do. The Live chat was hard to understand how to set up.
What problems is the product solving and how is that benefiting you?
It helps me give support for my company to those that experience bugs while playing our games.
Recommendations to others considering the product:
Use this! It is super helpful!!
Help desk that fits your needs
What do you like best about the product?
I'm really impressed how Freshdesk provides value to organizations of all sizes and budgets, with the greatest possible flexibility.
What do you dislike about the product?
The fact that Freshdesk has no native integration with Instagram yet
What problems is the product solving and how is that benefiting you?
Well, I think that Freshdesk is the only Helpdesk that gives the user the option of when the trial period expires, they can continue using this great Helpdesk in its free version (Sprout) and it works in an extraordinary way! Mainly for small organizations with modest or basic needs, the Sprout version of Freshdesk, I think it's very powerful
Recommendations to others considering the product:
Freshdesk gives to all the users access to a level of customer communications and attention that they didn't imagine
Freshdesk
What do you like best about the product?
The support system is super hel[ful, even while I am on the sprout plan
What do you dislike about the product?
i don't have access to as much data as i would like
What problems is the product solving and how is that benefiting you?
Support services
Recommendations to others considering the product:
Great tool
Really good services and amazing support!
What do you like best about the product?
The Knowledge base is really complete and the support is really quick and eficient.
What do you dislike about the product?
Some of the things I wanted to do in their system weren't possible to do. It would be interesting to know that they'll take this need in consideration for the future.
What problems is the product solving and how is that benefiting you?
All the client support is integrated in Freshdesk making it easy to solve the client's requests.
Recommendations to others considering the product:
Good tool for Costumer Support. Easy to use and it has all needed for the job.
Very Useful Tool
What do you like best about the product?
My experience has been that the app is very fast to use; I can fire off responses to tickets and navigate very quickly. Also, my experience with customer support has been remarkable - I got a real person right away!
What do you dislike about the product?
There is a global search for the whole platform and then customizable filters on each page, but it's frustrating that the global search doesn't appear on each page. For example, I really want there to be a search on the Customers page, not just the global site!
What problems is the product solving and how is that benefiting you?
We're trying to make it easy for customers to create feature requests and interact with us so we can better understand their needs. We've already added features to our software which came from Freshdesk tickets.
Recommendations to others considering the product:
When purchasing, expect to go at least to the "Garden" level to get sufficient customizability.
A great product that has helped our IT Department tremendously!
What do you like best about the product?
- Gmail plug in so our employees can use single sign on
- Ease of use for our IT Department.
- Reporting features
- Ease of use for our IT Department.
- Reporting features
What do you dislike about the product?
- Nothing that I can find as of now. All needs are being met.
What problems is the product solving and how is that benefiting you?
- Ticketing system for IT Department
- Change order request for system changes
- Contract tracking
- Change order request for system changes
- Contract tracking
Fantastic Support Queue Product!
What do you like best about the product?
Ease in connecting with their support team, for any questions that we have.
Dispatcher capabilities as an admin to manage the flow of tickets
Dispatcher capabilities as an admin to manage the flow of tickets
What do you dislike about the product?
I do not have dislikes any at this time.
What problems is the product solving and how is that benefiting you?
We combined many avenues to connect with our client services/technical support team - and have merged all into one portal - with freshdesk - easy to use, easy to train support staff - overall, a great product!
Good experience
What do you like best about the product?
The extremely easy to set-up and operate interface really stands out. We, therefore, do not need to rely on our tech team for making changes. The features also enable a lot of flexibility.
What do you dislike about the product?
We faced minor challenges while auto-creating Freshdesk tickets from our customer facing site. For example, via the Freshdesk admin I can assign tickets to a group of agents, but if I create it via my system I have to assign a particular agent (I cannot assign it to a group).
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep a close eye on the customer support experience. By integrating emails, calls and chats via Freshdesk, we're able to track the customer experience across touchpoints.
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