Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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External reviews are not included in the AWS star rating for the product.
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.
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.
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