Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to use and quick support
What do you like best about the product?
I like that I can chat with them at any time of the day and they'll walk me through the solution!
What do you dislike about the product?
The only downside is that I wasn't able to easily export full conversations with our customers. I understand that this may be because of the file being too large.
What problems is the product solving and how is that benefiting you?
Customer support and organization is the top problems we're solving. Best benefit is the ease of use and implementation.
Customer Support responded quickly
What do you like best about the product?
Not only did Customer Support respond to my issues, they followed up with emails that documented our discussion. I found the interaction very thorough.
What do you dislike about the product?
Not that I minded it, but when I was asked to right click and "Inspect" the page, I was thinking there were people I work with that wouldn't have had a clue what to do. I felt that if I hadn't known what to do Yasasree would have walked me through the process. I can just imagine some of my co-workers being overwhelmed with that task.
What problems is the product solving and how is that benefiting you?
Customer Requests are organized as Tickets
Great Product - Helped with Productivity and accountability of our Desk
What do you like best about the product?
Reminder and their Supervisor, Observer, and Dispatcher based rules.
What do you dislike about the product?
Some integrations could use an update to their features.
What problems is the product solving and how is that benefiting you?
Our Desk had many issues with SLA and accountability. Freshdesk has made the tracking of tickets and reminders easier.
Recommendations to others considering the product:
It's a great product. Their technical support is amazing. Don't be afraid to ask for modifications to current integrations; when we signed up with them their Freskdesk-Jira integration was missing key components to us and their support and development team were great at modifying/updating the integration to meet our needs.
Freshdesk Experience
What do you like best about the product?
Best thing about working on freshdesk is that it saves so much of time and tracking the tickets has become easy.
What do you dislike about the product?
The problem which I faced was with the log in on app. I was not able to log in due to some unavoidable reasons; however same has been sorted by an executive
What problems is the product solving and how is that benefiting you?
We are taking care of customers' concerns related to Air Travel.
Awesome support software
What do you like best about the product?
They have a very intuitive interface and all the features we need. Besides that, they have a great support and the best online PBX I ever found.
What do you dislike about the product?
The customer portal could be better. Specially the ticket submission page.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide a faster and better customer service,
Recommendations to others considering the product:
They have great integrations with other apps.
Very Good Tool For End users and very easy to use
What do you like best about the product?
I am using fresh-desk from more then 4 years.I implemented fresh-desk in my previous organisation and present organisation.Its a very easy tool every end user can easily operate and understand the tool.No need to provide any big training sessions for the end users.Its a good tool for administrators also admin can easily use and use the tool.
What do you dislike about the product?
Need to improve CC feature and add Manager approval feature in the future versions.
What problems is the product solving and how is that benefiting you?
Internal IT Ticketing system ,Internal employees IT service requests and solutions.
Freshdesk Integration Support
What do you like best about the product?
freshdesk support team was very kind and helpful in assisting with our SAML integration on a new freshdesk install
What do you dislike about the product?
i did not dislike anything the support team was fantastic
What problems is the product solving and how is that benefiting you?
educational sector ticketing system
Recommendations to others considering the product:
simple and easy to use, IOS app integration and a simple web interface
Amazing customer support
What do you like best about the product?
FreshDesk support is always available, all support agents are amazingly friendly, knowledgeable and willing to help.
What do you dislike about the product?
There is nothing I dislike about FreshDesk support, I have been very happy with their service
What problems is the product solving and how is that benefiting you?
Adding customized tickets for reports, adding secondary support emails, troubleshooting
If you need better support, try Freshdesk
What do you like best about the product?
From the very beginning, I liked the simple and quick installation. There is also the possibility of multi-channel support (e-mail, phone, chat, social networks, messengers etc). There is support for several languages and time zones (for us this was critical, since we have several support departments). Also from mobile devices, you can get a quick overview of the whole situation, with access to all tickets with filtering and notifications. It helps me to be always up to date on all matters.
What do you dislike about the product?
There are minor comments on the usability of the interface, but they are minimal, so I will not even mention them. The service is excellent.
What problems is the product solving and how is that benefiting you?
We are very pleased that we started to use Freshdesk. The whole process became fully automated, which saves time for our agents. As a manager, I really like the powerful reporting and complete statistics of our help desk.
Recommendations to others considering the product:
Freshdesk is offered at an affordable price and free of charge for three agents. Therefore, you can easily try this service. Personally, I recommend it.
Simple and easy with alot of growing potential
What do you like best about the product?
Easy of everyday use and the customer/users have no issues either.
What do you dislike about the product?
Adding additional features can be a little confusing.
What problems is the product solving and how is that benefiting you?
More precise logging and tracking
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