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.
Great Support Desk!
What do you like best about the product?
I love the usability. I am able to role out agent access to my team, and other departments and train them on how to use FreshDesk in very little turn around time.
What do you dislike about the product?
The things I dislike are addressed in the other versions of FreshDesk. We are using Sprout. Unfortunately our budget will not currently allow for an upgrade.
What problems is the product solving and how is that benefiting you?
Business issues that are getting resolved range greatly, from a customer not being able to log into our site, to an Engineering and Development issue that is escalated to our offshore team where the issue may be addressed in a following release of out software.
A super cool support desk in a few clicks
What do you like best about the product?
The fast and seamless setup.
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
What do you dislike about the product?
No support to have multiple ticket layouts for different issue categories.
What problems is the product solving and how is that benefiting you?
Have an online platform for users to raise problems and concerns to us.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Recommendations to others considering the product:
Strongly recommend this to any business looking to set up a real-time help desk, in a few hours!
Best Helpdesk Software to date
What do you like best about the product?
The automations are amazing!
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
What do you dislike about the product?
I wish some of the things on the screen were adjustable. I use the table view and not being able to resize the columns can be a bit frustrating but not horrible
What problems is the product solving and how is that benefiting you?
We have been able to accurately track what our customers are calling about.
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
Recommendations to others considering the product:
Go for it you will not regret it
Great chat system
What do you like best about the product?
I like that my customers can contact us quickly and we can help them instantly
What do you dislike about the product?
I dislike that there isn’t a way to set up a canned response for an incoming chat
What problems is the product solving and how is that benefiting you?
We are helping our customers with smaller issues more quickly than before
Great Ticket System
What do you like best about the product?
The new interface is far better than the original - the choice of table or card view make the tickets more clear and easier to scan. The table view has column choices, and both views have an expanded filter menu. It's much easier to navigate and find what I'm looking for, especially when I'm looking back to tickets months ago. The individual ticket view is more clear and simpler to use. I love being able to add private notes for time tracking. I also love the search function to find tickets that pertain to certain issues.
What do you dislike about the product?
When I would send an email to a customer, it would show up that the customer sent the email. I also dislike that there is no way to save an email draft longer than a few hours.
What problems is the product solving and how is that benefiting you?
Tracking customer service requests and issues. The private notes provide documentation that I use for invoicing. Suggestion: having your ticket system integrate with an invoicing solution like www.waveapps.com would be really helpful. I understand other systems do this (https://www.getharvest.com/integrations), and it would be a great help. Wave is a top-notch free accounting software program that is well respected and has great reviews.
Recommendations to others considering the product:
Great improvement in the new GUI. We were considering moving to another software, but after the new improvements, we are definitely staying with Freshdesk! Love it!
Intuitive, feature-rich, affordable customer support software.
What do you like best about the product?
Every email, feedback, chat, or call that comes in can be converted into tickets in Freshdesk. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
What do you dislike about the product?
No change management capabilities. Tickets can't be tracked to assets.
What problems is the product solving and how is that benefiting you?
Set ticket priorities automatically based on their importance. Also automate the assignment of tickets to agents based on their expertise to improve accountability.
Recommendations to others considering the product:
Freshdesk is an easy-to-use and nicely priced helpdesk platform aimed squarely at the SMB space. A well-designed user interface and plenty of third-party integration possibilities keep this platform competitive as users' businesses grow.
Great ticketing system
What do you like best about the product?
Their support is very helpful and fast. They will quickly guide you to find the answer to any questions you have. It is very customizable.
What do you dislike about the product?
The mint experience still needs some polishing but they are fixing stuff there quickly.
What problems is the product solving and how is that benefiting you?
They are allowing me to handle hundreds of incoming support emails per day without losing my mind.
Well thought out, very flexible and advanced Customer Support solution
What do you like best about the product?
- One of the best Customer Support teams I have worked with in 15 years. (Responsive, Knowledgeable, Courteous and always looking to give you the best solutions / options available)
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
- Custom CSS and design capability
- API integration (v2)
- The Observer / Dispatch'r automation options
- Automatic Email forwarding and ticket creation capabilities
- Field level customization capability
- Access Management Control (ACM)
- Side by Side Customer/Agent Portals
- Support Channels (FB/Twitter/LiveChat/Email/Phone/MobileHelp/Website...)
- SSO Security option
- Solutions Wiki for existing processess
- Web hooks to your existing application Backend services
What do you dislike about the product?
1) Contacts need to be verified
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
In our situation we only allow verified customers to use our services.
It would have been nice to allow us to add Verified contacts directly.
2) The Contacts lookup API doesn't return back contacts who are registered as agents.
Example Use Case:
1) You can also use our services even if you are an employee and so when automating the creation of support tickets, the contacts lookup api wouldn't return a contact associated to an agents email address.
And hence when trying to add a contact via the api, it would fail. (email already in use)
We had to add an additional lookup call to lookup an agent and use the agents-> contact information in the tickets "requester_id" field.
This not only adds complexity but also counts towards towards the per hour rate limit for your api.
3) Rate Limiting:
Rate limiting should be only a rolling interval rather than fixed pre-defined intervals.
There should be provisions to send out notifications to a particular email/group when rate limits are within warning thresholds.
For example: For a particular plan if the rate limit is 1000 per internal, then they should be an option to configure a warning threshold.
Additionally there should be an option to perform certain actions when the limit is breached.
For example: Be billed for every additional x requests upto a max of y requests above the limit.
4) Limited examples:
The C# examples are limited
4.1 No examples were available using the Form Post technique to CreateATicketWithAttachments and also with CustomFields
4.2 No examples the Update (PUT) with "Custom Fields"
4.3 No examples when using a JSON request format to create a Ticket with attachments.
4.4 The examples assume that the attachments are available on the Clients end machine. (File attachment)
It doesn't account for the fact that the attachments could be retrieved from a data store and hence only the file bytes may be available.
5. No Sandbox / Test environment as of today. I know its being actively developed.
What problems is the product solving and how is that benefiting you?
Give our customers a much better experience when they try to reach out to us for help,
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Reduce the turn around time for support requests
Have a variety of options for our customers to be able to reach out to us
Freshdesk has already helped us improve our overall productivity and increase our efficiency of Customer Support.
Recommendations to others considering the product:
I would highly recommend this product.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Take some understand the various options carefully because this product is very flexible and can certainly help with productivity and reduce customer management / support costs.
Its a very well though out and comprehensive solution that is well worth the money.
Helpdesk
What do you like best about the product?
The feature that got me to switch to this from Zoho was being able to paste images directly into support tickets.
What do you dislike about the product?
Not much. So far it's done everything I've asked of it.
What problems is the product solving and how is that benefiting you?
We're just using it as a helpdesk.
Appreciate for the prompt response
What do you like best about the product?
I'm very much happy to say that i'm a user of FRESH DESK.
What do you dislike about the product?
There is no any point that I should share with you as its Good.
What problems is the product solving and how is that benefiting you?
its good to communicate with Guest fro fresh desk
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