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.
Immediate problem solving
What do you like best about the product?
Very Quick response times, and felt like I was talking to someone who most importantly knew what they were doing and also very friendly
What do you dislike about the product?
nothing, the service was outstanding and flawless.
What problems is the product solving and how is that benefiting you?
makes responding to tickets easy, and easy to share tickets with colleagues/managers
Recommendations to others considering the product:
Make sure you keep organised with tags, and saving details for tickets.
The best support tool I have used till now.
What do you like best about the product?
Freshdesk is one of the top notch and best online application for managing your mail. The routing and assigning is best part which ease your work load and simplify with distributing your work to your team.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
There is so much to discover with Freshdesk and other product as well. From small team to a giant organization, it is best tool one could have.
And the support team of Freshdesk is one the best thing which keep me engaged with them. They listen to their users and also perform quick solution with appropriate time duration.
Apart from its feature I would praise the team behind it as they are so versatile to make this application and also the best user friendly UI. The latest Mint UI is a great milestone to Freshdesk team.
I wish each of the team member at Freshdesk a lots of success as they are doing the awesome job by making this product more and more advance and awesome.
And last but not the least... Proud to be a user of such a wonderful product.
What do you dislike about the product?
I am scratching my head to think if I dislike something about Freshdesk. But I don't have anything to dislike.
What problems is the product solving and how is that benefiting you?
We do freelancing work with our small team. Freshdesk is one of the prominent tool for us to make our workflow keep going.
Recommendations to others considering the product:
I would love to recommend this to my all friends and all who work in this industry.
Continued freelance user of Freshdesk for clients
What do you like best about the product?
I like the new design and functionality, I'm excited to see what the future brings - possible chat bots would be great ;) The new Mint design has most defiantly brought the support system into a modern look. I feel 2018 is going to be a great year for Freshdesk.
What do you dislike about the product?
I found the new design a little confusing at first, struggling to finding my way around the new system. Especially with the navigation / icons along the left side of the UI. I also feel that the contact / time logging panel, along the right of the UI, could do with some continued development as it feels hard to navigate and locate what you're looking for. I've clicked the 'View all' button instead of the 'Time Logs' on quite a few occasions, which is a little frustrating as you then need to continue back to view all tickets and re-select the original ticket.
What problems is the product solving and how is that benefiting you?
Day to day website support and development. These include general editing, content adding, image creation, infrastructure design, development and much more!
Recommendations to others considering the product:
Freshdesk is a fantastic and very easy to use product for managing, processing and reporting support enquiries from customers. The features are useful and there is a large Marketplace of app that work with Freshdesk. I look forward to what the future bring. Especially in terms of AI and possibly enabling the tickets to progress based on facts that are provided by the clients.
Great customer support software
What do you like best about the product?
Simplicity and ease of use - moving to Freshdesk took us just a few hours. Interface is super intuitive. Everything works great. Apps for Android / iOS work great. Verry happy with this product.
What do you dislike about the product?
There's nothing to dislike, actually. Very impressed with Freshdesk
What problems is the product solving and how is that benefiting you?
We are using Freshdesk mainly for the email help desk. Works great for our support team, ensuring we do not miss anything. Very happy with all status / priority / notification features.
Recommendations to others considering the product:
Jump right in. Super powerful and and easy to work with. Contacted their support once - they were super responsive. Works beautifully.
Upgrade to MINT user interface
What do you like best about the product?
Very helpful support person and implemented the MINT user interface
What do you dislike about the product?
Nothing, we are in general very happy with Freshdesk
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Professional tool for customer support
What do you like best about the product?
The best we like is automation/rule within Freshdesk to customise the ticket flow.
What do you dislike about the product?
Really nothing for now as all good so far.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer support to solve various customer issues day to day basis. The benefits we witnessing are better management over customer service team from resource management to report generation with ease.
Recommendations to others considering the product:
Freshdesk is a tool that will meet your A to Z requirement for your Customer Support team.
Best help desk, best pricing, best feature set and best support... Hands Down!
What do you like best about the product?
The new mint UI is awesome. Modern and Neat. Freshdesk makes supporting our cloud point of sale Saas solution a breeze. Tickets can be customized down to the smallest detail allowing us to dig into our reports for insights and KPIs that help us tweak and perfect our processes. The pricing is straight forward and includes features that are available at a much higher pricing in other help desks. Canned responses, suggested articles from the knowledge base, sharing attachments and linking to third party software such as Google Cal, JIRA, Hubspot, Trello and many others all in one place makes our support life so so easy!
What do you dislike about the product?
Nothing that is a show stopper for us. We provide continuous feedback to the support teams who never let us down. They are currently working on upgrading the Mint UI 3rd party integrations. Other than that all is perfect!
What problems is the product solving and how is that benefiting you?
Tackling all call center requests. Our Agents literally live on it.
Useful tool
What do you like best about the product?
The analysis capabilities of Freshdesk is the best aspect. It allows me to drill down through the previous month's stats and identify areas for improvement. The instant reports are also useful for snapshots of our service desk.
What do you dislike about the product?
In the new Mint version, there have been a few hiccups e.g. canned responses not working entirely smoothly.
What problems is the product solving and how is that benefiting you?
The main benefit is that Freshdesk centralises all communication with our helpdesk and tickets can be set up to auto assign to groups and agents. This makes for quicker resolutions as tickets are filtered to the right people first time.
I've already recommended it to two other CEOs
What do you like best about the product?
Clean and easy to use interface and personal customer service
What do you dislike about the product?
Transitioning to any service provider out of a personal inbox is tricky
What problems is the product solving and how is that benefiting you?
Keeping all client communication in one hub so it's accessible by anyone on the team, and we have a record of what's gone on with the account.
Great Service and Support
What do you like best about the product?
Everything, we are on the basic package for ICT Support in a school and have used Freshdesk for 5 years now. Any issues (whixh have been very few) are dealt with quickly and efficiently.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
What do you dislike about the product?
There is not a lot to dislike, sorry I can not think of anything.
What problems is the product solving and how is that benefiting you?
ICT Support Service within a school. We are able to track and manage school issues a lot more efficiently and resolve quickly.
Recommendations to others considering the product:
Great product and support
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