Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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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.
Is a perfect platform to manage the ticket
What do you like best about the product?
I like the easy is to manage and use Freshdesk.
What do you dislike about the product?
I can’t send a note to a group in any ticket
What problems is the product solving and how is that benefiting you?
We organize the issue
Recommendations to others considering the product:
Is a excelent platform
Great Support Experience
What do you like best about the product?
Speedy response time. Well trained, knowledgeable agents, and fast resolution time.
What do you dislike about the product?
Nothing to complain about. Thus far the system works great for me.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing platform, with good reporting to monitor agent activity
Fantastic experience
What do you like best about the product?
Freshdesk offers a simple to use, friendly and engaging platform that our team here use constantly. If we have any questions, the online support is out of this world. From simple online chat to screen sharing and talking to the helpdesk team, the Freshdesk team are outstanding, giving simple explanations they are able to keep up the level of service our customers expect.
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
What do you dislike about the product?
Freshdesk need to remove the auto archiving function.
What problems is the product solving and how is that benefiting you?
We record all communication with customers and their issues.
Activation issues
What do you like best about the product?
Constant followup and actions until closure of the ticket
What do you dislike about the product?
Nothing much...would have been irritated if there were phone calls. Since everything was through emails, it was convenient
What problems is the product solving and how is that benefiting you?
Production support. Able to respond and resolve customer issues effectively
fast and accuracy
What do you like best about the product?
Freshdesk is easy to use and it's free version can do the helpdesk work in an organize way.
What do you dislike about the product?
I think the web UI can be better, currently it is a bit old fashion.
What problems is the product solving and how is that benefiting you?
users' system issues, mainly used as problem ticketing
Recommendations to others considering the product:
Freshdesk is easy to setup and use for daily problem ticketing system. I would like to recommend anyone would like to source helpdesk system.
Great support
What do you like best about the product?
Freshdesk is a great product, but the best feature in my opinion is the fantastic customer support they offer for everything from training to setup and day to day help.
What do you dislike about the product?
There really isn't much that I dislike about this.A right click functionality would be nice.
What problems is the product solving and how is that benefiting you?
Freshdesk replaced a heavily used shared mailbox - we can now report on trends and how we we are performing and have completely removed any storage worries.
Recommendations to others considering the product:
Go for it. It's relatively inexpensive for small teams and offers montly rolling contracts and free trials, what have you got to lose?
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