Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Very Satisfied
What do you like best about the product?
I have no complaints with this service. Very satisfied with the support received.
What do you dislike about the product?
I am satisfied with this service. I have no complaints.
What problems is the product solving and how is that benefiting you?
Smooth transition, great display.
Great and quick customer service!
What do you like best about the product?
Reported many bugs with the new freshdesk Mint Experience and all the support agents were great! They showed me step by step how to correct or implemented the fixes in a week or less!
What do you dislike about the product?
The color scheme of the Mint Experience is a little subtle. Perhaps allow customization with colors and themes.
What problems is the product solving and how is that benefiting you?
Global Security Operations
Excellent product
What do you like best about the product?
All the featurer3s it is very robust and scalable
What do you dislike about the product?
None in specific. I l8ke the product very much
What problems is the product solving and how is that benefiting you?
Helpdesk ticketsm
We can breath again
What do you like best about the product?
This is so easy to use. There is a lot of functionnality, like the chat, the survey, the eamailing... We can also have the phone directly connected to Freshdesk and it create a ticket automaticly, really good for the stat. Also there is a lot of application (addon) that you can put in to improve your performance and make it more comfortable. For us we needed to keep to work with Cisco for the phone, and we can implement this solution to have a tiket created automaticly when an agent answer. So we can have some real statistics.
What do you dislike about the product?
Maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant. But, if you need the basics, this is ok.
What problems is the product solving and how is that benefiting you?
We can check every single ticket, we our old CRM, agent had the possibility to not create a ticket, now they have no choice. The ticket is created and when they close it, a survey is directly send to the customers. So we can track every problem with our agent.
Recommendations to others considering the product:
You can try it for one month like you have paid for every section of subsciption. So try every fonctinalities you will be very surprised.
showing 1,081 - 1,090