Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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Converting from a former helpdesk tool
What do you like best about the product?
There are many more tools offered in Freshdesk than our former helpdesk tool
What do you dislike about the product?
I dislike that multiple agents can't be added to the same ticket.
What problems is the product solving and how is that benefiting you?
Organization of tickets in Freshdesk. Decreased response times.
Restting DKIM on Freshdesk
What do you like best about the product?
their fast response and availability, also the flexibility they show for client needs
What do you dislike about the product?
nothing until now :), all is working as needed
What problems is the product solving and how is that benefiting you?
ticketing system, easy to monitor, configure to the needs of my support team.
Superb ITIL tickedt management software
What do you like best about the product?
Intuitive layout makes using the system really easy, stock reporting suite is superb - everything an IT manager working to SLAs under and ITIL framework could need.
What do you dislike about the product?
Nothing - it just does what I want it to in and intuitive way.
What problems is the product solving and how is that benefiting you?
Management of tickets within a SaaS business. I manage the 2nd line team and this has been invaluable in tracking tickets and delivering against SLAs. We use it to report into the business and drive business decisions around staffing and delivery of service.
Recommendations to others considering the product:
Well worth looking at, it is a slick, feature rich solution that is easy to integrate and allows you to really up your game with the delivery of support and self-service functionality to your own customers.
Freshdesk is the new standard!
What do you like best about the product?
The Freshdesk platform is super easy to use and will keep even the most unorganized employees on track! The reporting feature shows you real data that is extremely useful in knowing where you may struggle and what to change to do better. Not to mention, Freshdesk has amazing customer support that is always there when you need them!
What do you dislike about the product?
Not applicable! My staff and I have been using Freshdesk for over a year now and I have yet to find something I don't like about it!
What problems is the product solving and how is that benefiting you?
The Freshdesk platform allows my team to stay organized and provide optimal customer support in a timely fashion without question as to what has taken place and when. Everything is logged and easy to find and the reporting features allow me to monitor exactly what my team is doing at all times. Love it!
Recommendations to others considering the product:
Check out Freshdesk and you will not regret it!
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.
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