Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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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.
Freshdesk-Great Product. Great Service
What do you like best about the product?
They are a selling a customer support tool and they prove they know what they're doing by offering their customers great costumer service.
What do you dislike about the product?
While Freshdesk has a great product that works for many clients, it is sometimes difficult to customize exactly the way we would like it if it were a home grown product.
What problems is the product solving and how is that benefiting you?
Freshdesk has added accountability to our department.
The metrics provided by this product make it very easy to pinpoint strengths and weaknesses.
The metrics provided by this product make it very easy to pinpoint strengths and weaknesses.
Recommendations to others considering the product:
Take advantage of their support. Email, phone, and live chat are available and the agents are easy to work with
My review
What do you like best about the product?
Consistent, straightfoward functionality.
What do you dislike about the product?
Not obvious way to impersonate other users as admin.
What problems is the product solving and how is that benefiting you?
Very helpful in managing workflow.
Great service.
What do you like best about the product?
Great service for providing support to our customers. Works great, does the job.
What do you dislike about the product?
There are some problems with the application while there is a transition to Mint UI.
What problems is the product solving and how is that benefiting you?
Supporting our customers. Works much better than before... we had an email group instead of real ticketing system.
Outstanding platform.
What do you like best about the product?
1. Search filters make finding ticket data easy.
2. Refreshingly simple to forward emails into an existing ticket (a complicated process with Zendesk).
3. LOVE that email attachments are real file attachments instead of links. We ran into a lot of customer complaints and issues with 3rd party automations when forced to use attachment links in Zendesk.
4. Like having the ability to forward a response in a ticket to a new email address.
5. LOVE than emails look like regular emails, rather than a helpdesk ticket.
6. Notifications make it easy to see new replies to tickets.
7. SLA feature is great.
8. Like the way SLA / custom sub domains are implemented vs Zendesk.
2. Refreshingly simple to forward emails into an existing ticket (a complicated process with Zendesk).
3. LOVE that email attachments are real file attachments instead of links. We ran into a lot of customer complaints and issues with 3rd party automations when forced to use attachment links in Zendesk.
4. Like having the ability to forward a response in a ticket to a new email address.
5. LOVE than emails look like regular emails, rather than a helpdesk ticket.
6. Notifications make it easy to see new replies to tickets.
7. SLA feature is great.
8. Like the way SLA / custom sub domains are implemented vs Zendesk.
What do you dislike about the product?
1. Would like to see more options with workflows. They are a bit simplistic right now.
2. No Salesforce integration for Mint interface yet.
3. Email threads for long tickets can get very confusing. Needs better formatting
4. Would like ability to create dispatchr rules that forward tickets as emails with actual file attachments rather than links.
2. No Salesforce integration for Mint interface yet.
3. Email threads for long tickets can get very confusing. Needs better formatting
4. Would like ability to create dispatchr rules that forward tickets as emails with actual file attachments rather than links.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for all support tasks and it works great.
Recommendations to others considering the product:
Best helpdesk we've ever used.
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