Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Easy!
What do you like best about the product?
I like how easy it is to set up and integrate data as needed. We have a small department within our company and needed something easy to use and deployable yesterday. We found it!
What do you dislike about the product?
We ran into issues uploading our contacts but once we contacted support we were all set!
What problems is the product solving and how is that benefiting you?
It helps with our GIS support services both internally and with customers.
Convenience and efficiency at it's best !
What do you like best about the product?
Love the rich features, simplicity and efficiency. We have to deal with 500+ emails every single day and the ability to sort these emails and reply quickly is very important. Freshdesk is by far the best platform for this purpose. Ability to link Facebook pages is an added advantage !
The support staff is excellent. This isn't some shabby organization where we write to support and wait 24 hours (or more) before they write back to us. With Freshdesk, we write to support = Support replies within 1 hour. LOVE THAT !
The support staff is excellent. This isn't some shabby organization where we write to support and wait 24 hours (or more) before they write back to us. With Freshdesk, we write to support = Support replies within 1 hour. LOVE THAT !
What do you dislike about the product?
On RARE occasions Freshdesk can be VERY SLOW which is a real pain. We are a SLA oriented business and replying to our customers as soon as they get in touch with us is very important.
What problems is the product solving and how is that benefiting you?
Ability to sort different types of queries and reply quickly has made a good impression on our customers. This is highly beneficial to our organization as it encourages them to use our website and services again.
Recommendations to others considering the product:
I can fully recommend this product. I've experienced Freshdesk as a agent and as a administrator. The ease of use and rich features provided by this platform is unparalleled. Anyone considering the switch should do so without any hesitation. You will not be disappointed.
Excellent product
What do you like best about the product?
user friendly, reliable service from the support desk exceptional
What do you dislike about the product?
The solution fully meets our requirements
What problems is the product solving and how is that benefiting you?
Communication tool with our customers, measure and monitor performance
Recommendations to others considering the product:
Will definitely recommend
Solid product for a good price
What do you like best about the product?
Portal customization team is excellent very cost effective for custom portal.
What do you dislike about the product?
3rd party integration is limited would like to be able to integrate other products in our workflow.
What problems is the product solving and how is that benefiting you?
Helpdesk for our application. Great place to post our user guide.
Recommendations to others considering the product:
Utilize the freshdesk support team heavily during your free trial they are very helpful.
Absolute best customer service
What do you like best about the product?
The customer service is the best I have ever seen in any product. I was on a help desk myself for 6 years and I considered our help desk one of the best but Freshdesk blows us out of the water. They are highly trained and it usually doesn't take more than a second for them to give you a solution. The longest I've had to wait was maybe 5 minutes. I honestly don't know how they do it.
What do you dislike about the product?
Not much. Some of the admin areas are hard to find due to similar-sounding names but if you poke around a bit you'll find them. You can also try asking one of the chat agents who are on call to guide you where to go. Perhaps a setup wizard would be useful.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
What problems is the product solving and how is that benefiting you?
It is a one-stop shop for customer communications. It allowed us to stop relying on individual emails to communicate with our customers and freed us from getting swamped with emails and finding email chains. It also allowed us to track our SLA with our customer due to very robust and custom controls.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
Recommendations to others considering the product:
Initial setup can be a bit of a chore if you've never used Freshdesk before. If something seems hard to you, waste no time in clicking that little "Help and Support" button and they'll spend as long as you need and answer as many questions as you need in order to get it done. They're also the most positive support team I've come across. There are a hundred little things that indicate this, from their auto-responses to the wording on their site. Very very happy with these guys.
Great Platform
What do you like best about the product?
Easy to use, instant support.
It is really what I need for my business.
It is really what I need for my business.
What do you dislike about the product?
Nothing. I regred not finding this product earlier.
What problems is the product solving and how is that benefiting you?
Centralizing customer requests.
Recommendations to others considering the product:
Just use it.
Freshdesk for eCommerce customers
What do you like best about the product?
The ease and ability to edit the Knowledgebase to best suit clients needs. Freshdesk has been designed so that you can bring your own branding/scheme into play which works very well with the current website and CRM design.
What do you dislike about the product?
Freshdesk support seems to be a little lack-luster. There have been simple bug issues that have been reported over 3 years ago with no resolution yet.
What problems is the product solving and how is that benefiting you?
The migration from an old Knowledgebase to Freshdesk was manual in nature, but worth the time as now we can properly monitor usage using Google Analytics (built into FD). Everything with FD seems crisp and clear for client-side use.
Recommendations to others considering the product:
Layout what you require and speak to the help department at Freshdesk. They will let you know what plan you will need, don't get stung after spending weeks migrating.
New Freshdesk implementation
What do you like best about the product?
Ease of customisation & ease of use, yet has all the features we need.
What do you dislike about the product?
Some fields cannot be customised and a number of integrations are not yet compatible with the new Mint interface
What problems is the product solving and how is that benefiting you?
Bringing together 3 different support teams into one support portal and giving our customers access for the first time to a system to raise & view tickets as well as a knowledge base.
Recommendations to others considering the product:
Lots of configuration options available. Start with the minimum you need for go-live and roll out incremental changes as you get more experience.
Best help desk i've ever used
What do you like best about the product?
- Search History
- canned responses system
- solutions system
- anti-spam engine
- android app.
- canned responses system
- solutions system
- anti-spam engine
- android app.
What do you dislike about the product?
It is hard to say, each product has a weak sides, but with a plenty of features, i do not see them))
What problems is the product solving and how is that benefiting you?
Fast help for our customers. And we are always in touch via android app.
Feedback about a bug in the new interface resulting in a quick ticket.
What do you like best about the product?
The speed with which a ticket was created about a bug I found in the new Mint interface. I sent in Feedback using the menu within Freshdesk and a ticket was opened within the hour.
What do you dislike about the product?
Nothing. The service was as expected, if not more, for a support response.
What problems is the product solving and how is that benefiting you?
We are a UK Secondary School and we use Freshdesk to manage our incoming IT Support requests as tickets.
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