Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk Support is fantastic!
What do you like best about the product?
More often than not, if I need to call in to Freshdesk with an issue it is always resolved at that moment. Never any waiting, or I'll get back to you. Not only do they talk you through what needs to be done, they will do it for you if need be as well.
What do you dislike about the product?
We have experienced some issues with the most recent update to Freshworks, which is what I was afraid of, once that announcement was made.
What problems is the product solving and how is that benefiting you?
The ability to handle multiple companies and products support channel's all in and with only one Freshdesk account.
Great tool to take us Global
What do you like best about the product?
The set up and admin areas are intuitive and user friendly. There are help videos everywhere to keep you on track. Support responses have been lightening speed and really helpful. Full of features and support channels that are all built in as part of the price rather than being at additional cost. API allows massive flexibility and customisation.
What do you dislike about the product?
I think that the ticket dashboard could become a little cluttered looking if not managed properly. Not live with our helpdesk yet so not sure if this will be an issue.
What problems is the product solving and how is that benefiting you?
We need to be able to support our customers globally 24 hours a day and this will give us the ability to do this easily. We need our expanding global teams to be able to login anywhere in the world in any timezone and see exactly what is going on and what need action as a priority.
Freshdesk is a very Useful Tool
What do you like best about the product?
Interaction with other apps makes it very easy to use
What do you dislike about the product?
Screenshots does not upload to Jira unless it is an attachment
What problems is the product solving and how is that benefiting you?
It is great for communication with clients and very easy to use
Recommendations to others considering the product:
I would highly recommend this product for desktop support
Awesome
What do you like best about the product?
Tickets are responded to fast and replies are personalised.
What do you dislike about the product?
Method to change ticket due date could be more initutivie
What problems is the product solving and how is that benefiting you?
We use it to track our teams work and tasks. Everyone has oversight of all jobs to be done. aka tickets. members can take over, add notes, complete a task etc. without being reliant on one person and their inbox.
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.
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