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 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.
Freshdesk is just, plain awesome!
What do you like best about the product?
Freshdesk helped us improve our support performance two fold! We moved away from UserVoice and chose Freshdesk and to be honest, we never regretted the move!
Freshdesk has a super simple, yet very powerful mobile app which enabled our support staff (even the CTO and the CEO) to reply to customer requests on the fly.
Freshdesk has a super simple, yet very powerful mobile app which enabled our support staff (even the CTO and the CEO) to reply to customer requests on the fly.
What do you dislike about the product?
Nothing! The service including the web app, the mobile and the support staff are just awesome.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us improve our support performance two fold
Recommendations to others considering the product:
We evaluated many other services and frankly speaking, Freshdesk won our trust.
The best CRM ticketing software
What do you like best about the product?
The ease with which you can create tickets manually or via APIs
What do you dislike about the product?
Nothing that I can think of, there is a wait time of some 1-2 minutes in the customer support chat, when talking to people of freshdesk, i would like the time to be low or it should be one-one chat
What problems is the product solving and how is that benefiting you?
I am using it to manage feedback from customers, so that I can take actions on them
Recommendations to others considering the product:
If you want to set up CRM in easy and cost efficient way, this is the one you should choose
Freshdesk >
What do you like best about the product?
With Freshdesk it's very clear that they're making constant changes and efforts to improve the experience. More than other sites I've used, of any sort (not just competitors).
What do you dislike about the product?
Unfortunately, for integration, Freshdesk seems to get looked over/ missed. We used other platforms (Shopify, Shippo, RingCentral) where they only integrate with what I imagine are the larger platforms (Zendesk, Salesforce Desk).
What problems is the product solving and how is that benefiting you?
Solutions articles are rich and allow us to solve repeat issues much easier.
Linking to canned responses and solutions by using /s or /c is a great tool.
Linking to canned responses and solutions by using /s or /c is a great tool.
Recommendations to others considering the product:
Check integrated apps and see that it works with the ones you need. If it doesn't, they probably offer a similar service (we switched our phone to FreshCaller and our Sales CRM to Freshsales) to better integrate.
Excellent Support for Our Support Portal
What do you like best about the product?
Quick, reliable, accurate and honest responses to tickets. Typically within 1 business day
What do you dislike about the product?
Some features that worked on the old version of the site do not work in the new one. Mostly ease-of-use features like canned responses inserting at the end of a ticket versus where the cursor is located
What problems is the product solving and how is that benefiting you?
Use their portal as a communication tool between our customers and the staff here. Also a log and tracking info for that communication
Great Service All Around
What do you like best about the product?
Quick response times to issues.
Cost effective solution as compared to alternatives.
High level of personalisation.
Cost effective solution as compared to alternatives.
High level of personalisation.
What do you dislike about the product?
The Reporting features could be tweaked a little, so that we don't have to use a third party software to obtain the data that we require.
What problems is the product solving and how is that benefiting you?
Primarily used for customer contact queries. As compared to our previous CRM software, Freshdesk is way ahead in terms of us being able to customize it for what we need.
Recommendations to others considering the product:
NA
Best Customer Support Solution
What do you like best about the product?
It's ability to handle customer calls, chats and emails.
What do you dislike about the product?
The amount of processing power it requires on an individual computer, requires Core i3 or better.
What problems is the product solving and how is that benefiting you?
provide support and service effectively with the help of the Freshdesk
Recommendations to others considering the product:
Go for it.
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