Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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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
Livechat Support
What do you like best about the product?
Fast reply from Freshdesk to resolve my questions about configuration issues
What do you dislike about the product?
There is not a section for uploads and downloads files on the selfservice portal
What problems is the product solving and how is that benefiting you?
fast and efficient support, control and monitoring of our support for our customers
The best simple helpdesk
What do you like best about the product?
Everything is straightforward, yet completely customizable. We have been able to brand it as our own and the users love it. It is at the right price point too.
What do you dislike about the product?
Nothing really. The platform works very well for us as is.
What problems is the product solving and how is that benefiting you?
We are able to not only keep track of open issues for users, but collect history which saves us time when we have repeat issues.
Recommendations to others considering the product:
Stop considering and just do it.
We integrate easy with freshdesk
What do you like best about the product?
Documentation, rules, webhooks and support
What do you dislike about the product?
We need staging environment to developer and test.
What problems is the product solving and how is that benefiting you?
Automatic tickets and call center
Recommendations to others considering the product:
Staging environment
Won't look back
What do you like best about the product?
We are an ISV that switched from using Spiceworks to Freshdesk. It couldn't have been any easier to get setup. The interface is very intuitive and for anything else, the guides are in depth and provide enough detail without having to contact support.
What do you dislike about the product?
It would be nice if you could pick and choose features and come up with a custom plan. The Blossom plan had 95% of what we needed, and we wanted a couple features from the Estate plan. Freshdesk was very good about working with us on a price that we all could agree on.
What problems is the product solving and how is that benefiting you?
Track and organize support tickets from our numerous customers. Detailed reporting so we can see what requests/customers are taking up the most of our agents time.
Recommendations to others considering the product:
Try it out. The 30 day trial was fully featured and within a couple days we knew it would provide substantially more value than our existing system.
we are very satisfied
What do you like best about the product?
all-in-one communication, process automation, templates, reporting to monitor service quality, SLA setting capability, integrated phone, chat, social networks and many more
What do you dislike about the product?
customer portal, missing a better selection of templates for the portal, missing better integration with Freshsales, freshchat.
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
What problems is the product solving and how is that benefiting you?
through Freshdesk we solve all customer support for our clients. The advantage is that all communication with our clients is in one place and a number of processes can be automated
So Fresh and So Desky
What do you like best about the product?
The interface is just nice. It's simple, clean, it works. Also, their support reaches back very quickly and is super helpful.
What do you dislike about the product?
So far, I don't have anything that I dislike.
What problems is the product solving and how is that benefiting you?
It's easy to get bombarded with client requests and lose track of them. With something like Freshdesk I can keep them in order.
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