Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Freshdesk most
What do you like best about the product?
i like live chat features, directly open ticket and manage ticket for better response to our customer, but from API i like it the most, because i can make ticket handling from our back office. and manage them by our self
What do you dislike about the product?
api documentation it seems not writing well, so sometimes im miss a few things, like make ticket with multiple attachment, im just know the examples without to know detail documentation for that.
What problems is the product solving and how is that benefiting you?
Reaches our customer is the main issue for our bussiness,especially we are new company.
With Freshdesk we can less training our customer support to give response as fast as possible if our customer have any issue.
With Freshdesk we can less training our customer support to give response as fast as possible if our customer have any issue.
Recommendations to others considering the product:
Sure, i would like to recommend my company to use Freshdesk as live chat and customer report handler.
Very user friendly, simple to use.
What do you like best about the product?
I like the basic, yet effective format. It's easy to read, very user friendly, and simple. It gets the job done and is very easy to use.
What do you dislike about the product?
There is nothing I dislike about using FD.
What problems is the product solving and how is that benefiting you?
It's used to submit escalated issues to another department.
Freshdesk helps my software company organize support
What do you like best about the product?
The best things about Freshdesk for me is the ease of use, access to tickets bother internally and by customers, as well as the Slack integration. Regarding the integration, we are easily able to see when a customer puts in a ticket or replies to an existing one, saving us time by not having to worry about checking all the time.
What do you dislike about the product?
There is no (at least that I know of in our tier) a way to notify when there's a high priority ticket. We had to purchase a plan with PagerDuty to do that for us.
What problems is the product solving and how is that benefiting you?
Our old ticketing system was awful and provided no benefits other than tracking responses. Freshdesk gives us many more options and a solid interface to interact.
Very positive experience with FreshDesk
What do you like best about the product?
I can say that FreshDesk made the life of our customer support team way easier and more structured. We used to use Zendesk but after we discover FreshDesk, we immediately switched there. The quality is way better, it's a more professional software with a lot of necessary features.
What do you dislike about the product?
The system is very sophisticated and sometimes it's hard to figure out the way settings work.
What problems is the product solving and how is that benefiting you?
FreshDesk with its tools saves a huge amount of time for our support team. It also helps them to have all important data at the one place and don't lose the grip on the things
Great help desk with awesome support
What do you like best about the product?
The interface 's really friendly, they have a lot of video tutorials and the support is incredibly fast, there's also a lot of benefits from the free version, so you can use that and migrate when you really need the upgrades
What do you dislike about the product?
If you change the helpdesk language the canned answers and templates doesn't change, so you have to translate everything.
What problems is the product solving and how is that benefiting you?
client support have improved not only in response time but also in quality
Recommendations to others considering the product:
If your helpdesk won't be in English, you have to translate the templates, some other features have some of the texts in English and all the tutorials and documentation are in English
Groundbreaker
What do you like best about the product?
The ability to have a log of everything in one place
What do you dislike about the product?
sometimes it can be slow and too many boxes need to be filled in to close a ticket
What problems is the product solving and how is that benefiting you?
We are noticing a trend of the problems raised with us through freshdesk and this is helping towards training and making sure we get the right information out
Recommendations to others considering the product:
Cannot imagine our environment without Freshdesk now, it's a real game-changer and email seems so last year!
Support and Service made easy
What do you like best about the product?
Email communication becomes easier. Given statistics of the tickets help you to improve your support providing performance and reduce the time frame to resolve issue raised by the client.
Reports help to improve the service performance.
Reports help to improve the service performance.
What do you dislike about the product?
You can't directly change the recipient in between your email trail. It makes difficult to address the different recipients while having email communication.
What problems is the product solving and how is that benefiting you?
Interaction and approach to the clients made easy
Freshdesk is awesome
What do you like best about the product?
The intuitive platform, the ease to use, and the automated features.
What do you dislike about the product?
Certain bugs that pop up from time to time. But they do get fixed eventually.
What problems is the product solving and how is that benefiting you?
Streamlined customer service platform
Recommendations to others considering the product:
Give it a shot!
Outstanding Experience
What do you like best about the product?
The automation and outstanding customer support. The ease of use. The user friendly interface. Everything. I will definitely recommend.
What do you dislike about the product?
Nothing. Sincerely. Their products are great and even let you try the premium features. Maybe one improvement could be to provide custom domain options at Free tier package/level.
What problems is the product solving and how is that benefiting you?
Customer relationships. We had difficulty in the past logging every interactions and following up. Now we have a higher ratings in customer satisfaction. Freshdesk indeed changed the way how our business operates.
Recommendations to others considering the product:
Highly recommended
Quick, Responsive Support Experience!
What do you like best about the product?
The Customer Support team at Freshdesk quickly diagnosed the issue based on the submitted screenshot and communicated next steps which allowed me to complete an import of data.
What do you dislike about the product?
Perhaps I'm unfamiliar with the ticket workflow, but I was looking for an option to close the ticket once my import successfully processed.
What problems is the product solving and how is that benefiting you?
Freshdesk is our chosen replacement for another ticket system (Parature). Aside from significant cost benefits, we're rolling out a more streamlined experience to our customers.
Recommendations to others considering the product:
Always ensure your service portal requirements are fully understood and included in the base product. We evaluated 10 different products at a high level, cut the competitors to 3, and then ran through quick trials before selecting Freshdesk.
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