Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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Easy to use
What do you like best about the product?
The dashboards show a complete overview of what is going on in a glance. Makes it easy to act of various ticket types. Being able to define Groups and assign people to groups allows us to essentially create multiple ticketing queues which is great.
What do you dislike about the product?
There is nothing in the product that I dislike although I think the reports could be a little more robust.
What problems is the product solving and how is that benefiting you?
It allows us to have a central port for help desk requests rather then emails being send to individual technician and gives all technician visibility into the status of tickets. One problem we recently solved was setting up a separate Group (or queue) for our HR department so that they can manage incoming requests from candidates instead of all 15 HR people getting an email, replying to "all" and generating another 15 emails, etc.
Great service with prompt resonse times
What do you like best about the product?
My issue was simple but I was impressed with the response time.
What do you dislike about the product?
Nothing. I'm very happy with the service
What problems is the product solving and how is that benefiting you?
Solving customer issues.
A seamless customer support experience
What do you like best about the product?
Freshdesk presents all of the features that one would expect to see in a modern support portal in a very intuitive package, and I almost never need to dig through help manuals in order to see how something is done - instead all the important functions are right there and a couple of clicks away at most.
What do you dislike about the product?
Nothing to report! Over the years things have always worked as expected.
What problems is the product solving and how is that benefiting you?
Our company used an in-house support system which was becoming too difficult to maintain and had too many bottlenecks. We needed to improve our support workflow quickly - both for our team members and our customers. We tried several solutions out there and Freshdesk turned out to be the best. Our support staff loved it and we've never looked back since!
Recommendations to others considering the product:
I have used Freshdesk for years now and never looked back.
Its amazing can be more better but still good.
What do you like best about the product?
Easy to handle agents. Time and priority can be managed easily and effectively. Agents management is nice. Mint experience with all conclusions on dashboard is amazing.
What do you dislike about the product?
once ticket is resolved and client reopen it, it violets SLA
What problems is the product solving and how is that benefiting you?
Technical support. Time management is key.
Recommendations to others considering the product:
I highly recommend companies to use freshdesk.
Exceptional
What do you like best about the product?
Freshdesk makes it easy to collaborate as a team in order to resolve client inquiries.
What do you dislike about the product?
Would like option to remind other agents after a certain period of time
What problems is the product solving and how is that benefiting you?
Customer Support Inquiries
Fantastic Support Team
What do you like best about the product?
Every time we have contacted FreshDesk support, our ticket was quickly picked up and attended to. No matter the issue, difficulty or severity, all of the support Team was very knowledgeable, at no time did I ever feel like I was working with an entry level tech.
What do you dislike about the product?
Across our Team, we are very happy with FreshDesk and can't point out any dislikes!
What problems is the product solving and how is that benefiting you?
Supporting our use base is very easy with Fresdesk. Our users need to submit a ticket quickly and just shoot off an email to our Team, which in turn documents and creates a ticket for us to attend to.
Easy to use, inexpensive, good support
What do you like best about the product?
Freshdesk is just simple to use for both our side and our customers. People submit requests mostly by the usual methods--either e-mail to our support address or by going to our support site, but we can also quickly enter phone calls and e-mails that are sent to individuals. Customers seem to like the system, unlike others we tried in the past. From our perspective, the product is about perfect and does everything we want.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
The dashboard is very clear and lets us manage priorities and actions needed.
Support has always been great. Contacts are quick and efficient.
What do you dislike about the product?
Nothing really. Every time we ask for something it seems like they have the answer for how to get it done. I really have never run into anything I dislike, and their support is always super-helpful.
What problems is the product solving and how is that benefiting you?
We needed to be able to stay on top of customer requests as well as build a history of past changes and issues. We've solved two major problems. One was simply just keeping track of what needs to be done, and by whom, when. The other is looking back at past changes/problems to spot patterns, or prove that changes were actually requested when customers say something was done that they didn't authorize.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
A "soft" benefit is having all of our FAQ and how-to documents in a location where customers will think to look, and that are shown if the customer enters a related ticket. Surprisingly, people actually do read them mostly and it saves us ticket submissions when they find their own answers.
Recommendations to others considering the product:
Run the trial, and see if it meets your needs. Realize that there are a lot of setup options that will help automate and streamline things. Those take some effort to refine, but in the long run it makes things smoother and easier.
Powerful helpdesk software
What do you like best about the product?
The amount of customization is impressive, even on the free version. Their support was exceptional. Freshdesk also supports gamifying your help desk, which will be immensely useful to use when we incorporate students into our technology support.
What do you dislike about the product?
Changing some common help desk settings, like unique email settings per help desk agent, was not intuitive. However, their support was quick to explain how to do it.
What problems is the product solving and how is that benefiting you?
We use this software to manage technology support tickets. It provides much more customization and business intelligence than the other software we use (Spiceworks).
Recommendations to others considering the product:
It is great if you need something that does a bit more than your average helpdesk software. It is powerful, so like any powerful tool it will require some time to set up and get familiar with it.
Always helpful
What do you like best about the product?
Any time I put in a support ticket I always get a prompt response
What do you dislike about the product?
I have had nothing to dislike the last interactions I've had with support
What problems is the product solving and how is that benefiting you?
It helps us handle problem tickets from customers even though there are so few of us working here at the moment
Great experience with 5 years using Freshdesk
What do you like best about the product?
The team and I love the simple layout which allows us to respond and resolve tickets in a timely manner.
What do you dislike about the product?
I would like to pay less for the higher plans.
What problems is the product solving and how is that benefiting you?
Freshdesk has made it easier to respond and communicate with our customers.
Recommendations to others considering the product:
Freshdesk is great for the price and the number of features. They seem to be adding additional addons
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