Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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
Simply works
What do you like best about the product?
Flexibility and ITIL compliance. The new mint look and support to the product
What do you dislike about the product?
Lack of free integration with Trello, lack of free integration with own SIP system, lack of integration with new Google chat
What problems is the product solving and how is that benefiting you?
Support cases from customers and internal IT.
Helps keeping a tab in all issues and organised
Helps keeping a tab in all issues and organised
Great product, even better Customer Service
What do you like best about the product?
Let's us work as a team and we use it to archive customer service issues. With simple tools, we can classify most of the issues that come into the customer service email account and dispatch the right individual or stock answer.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
What do you dislike about the product?
Sometimes a little difficult to setup the exact way you want, but see what we like best!
What problems is the product solving and how is that benefiting you?
We wanted a way that we could centalize the customer service function; which is key to our success; in a way that all stakeholders could have optics.
It has succeeded.
It has succeeded.
Recommendations to others considering the product:
Take your time and test out all the features.
Freshdesk for Customer Support
What do you like best about the product?
Freshdesk is helpful for organizing customer tickets and keeping track of everything that needs to be done.
What do you dislike about the product?
It would be nice if Freshdesk had a to-do feature to go with the tickets for later follow-up!
What problems is the product solving and how is that benefiting you?
Organizing hundreds of tickets is really great and definitely solves our overflowing inbox problems.
I love this program! It helps me stay on track
What do you like best about the product?
I'm really bad at getting back to tasks that have been put on hold. Before, trying to manage my client support requests was a nightmare. I'd get involved in something else and forget to come back until the client was irate. Now, I can see every open issue and what needs to be handled. I also like that I have an app on my phone for emergency support. Also, the customer support when we find bugs is amazing. Literally hours to turn around.
What do you dislike about the product?
Nothing really so far. It's been really useful. I guess my only issue is that so many of our tickets end up with the title New Entry: Open a Support Ticket when our users create the tickets. But that might be user error. I haven't investigated.
What problems is the product solving and how is that benefiting you?
Our clients are happier. They know what's going on and can check our work in progress. And fewer things fall through the cracks when they get overridden in importance with an emergency.
Recommendations to others considering the product:
I can't say enough about how wonderful this product it, and how it has helped me provide better service to our clients and keep on track.
showing 1,131 - 1,140