Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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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
Good product
What do you like best about the product?
It is a quick and easy tool for customer support.
What do you dislike about the product?
No graphs available to show the tickets / resolution / report
What problems is the product solving and how is that benefiting you?
Support for our application
Recommendations to others considering the product:
Good customer support
Great features for a more attractive price
What do you like best about the product?
Freshdesk has great features that are in the same class with other leaders in the space but without the same price tag of its competitors.
What do you dislike about the product?
Many different features are being separated off to separate platforms. Such as call center and chat. But they are working to make them all work together. In the end this will be a benefit on how close everything works together with addition of how to manage users.
What problems is the product solving and how is that benefiting you?
Communication with customers for our multiple brands/websites that we run. We have one central location to handle customers from different brands across 3 market places and 6 ecom URL's.
Amazing system with excellent support!
What do you like best about the product?
Freshdesk's free-tier package is great for businesses getting started, and offers almost all the features you'd need to get up and running at no cost. The service is super easy to get integrated with any custom applications, and even without it, makes a great standalone support system.
What do you dislike about the product?
I'd love it if we had the option have having our own domain name for Freshdesk, however as we're on the free plan this isn't possible.
What problems is the product solving and how is that benefiting you?
We're now dealing with all our help and support in one centralised system, making it much more easy to manage for our staff.
Fresh integrate your support
What do you like best about the product?
Light and fresh UI, easy to use both for the admin and for the end-user.
Super easy to integrate and skin in your application.
Clear API model to extend functionalities.
Super easy to integrate and skin in your application.
Clear API model to extend functionalities.
What do you dislike about the product?
Cumbersome app deployment model if you need to add app inside Freshdesk itself.
What problems is the product solving and how is that benefiting you?
* End user support for both application and business issues.
* Ticket processing integrated with third parties.
I will integrate chat asap
* Ticket processing integrated with third parties.
I will integrate chat asap
Recommendations to others considering the product:
Use freshdesk for to super fast integrate a friendly end-user support system
Great software for smart businesses
What do you like best about the product?
It's great having such a smart looking team inbox that has lots of organisational tools.
What do you dislike about the product?
The dashboard could have a view of my own open tickets.
What problems is the product solving and how is that benefiting you?
We use it as a team inbox for our sales, support and technical emails. Means that the whole team are in the loop of what each other are dealing with and we can pick up any queries if one of the team are out of the office.
Great onboarding experience, great service
What do you like best about the product?
Quick responses, intuitive UI. Took no effort from my side to understand
What do you dislike about the product?
The site often take some time (too long for my comfort) to load.
What problems is the product solving and how is that benefiting you?
Customer service has improved dramatically. It helps us keep track of all complaints and solve them quickly. Earlier many emails used to be missed by the support team, now it is a thing of the past!
Recommendations to others considering the product:
Very user friendly. A little pricey if you're going for some of the premium packages, but worth it!
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