Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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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!
Superb customer service was received!!!
What do you like best about the product?
My CSR, Sabareesan, listened and advised!
What do you dislike about the product?
Absolutely nothing! Received A+ service!
What problems is the product solving and how is that benefiting you?
Freshdesk has definitely improved my Team’s ability to provide enhanced software support services to our customers! Administrator tools gives me the ability to tailor Freshdesk specifically for my Team’s and our customer’s needs. Filtering tools and options are first class, it definitely makes ticket management a lot easier!
Recommendations to others considering the product:
Yes, get Freshdesk!
Process Lead
What do you like best about the product?
FD is very Intuitive, easy to use, help us drive insights, can be custom-tailored per our use, awesome product + customer service.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
The reporting & analytics functionality is really cool,it saves us times preparing manual excel based reports and readily pull up reports from FD.
This tool can be utilized in every kind of organization and drive efficiency and get insights on the root cause and come up with the corrective action / preventive action.
What do you dislike about the product?
Since we all use Outlook email so often, we are used to the way it operates, it becomes difficult in Freshdesk to understand & read the trail mail and to keep track where the history trail started, if it operates the way Emails are done, then it would be an add-on for users.
What problems is the product solving and how is that benefiting you?
Able to capture the catgories of heavy volume of ticketst and try resolving it on the root level.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Get insight on our client behaviour as how do they rate us Good / Bad on which occasions / issues
I think the benefits are many, overall it is helping us understand the preference of client for our product / service.
We are using this across multiple regions so we are able to consolidate all the issues / concerns and come up with a action plan for resolution.
Recommendations to others considering the product:
Will definitely recommended this to anyone.
Excellent product and great support
What do you like best about the product?
Any interaction I have had with Freshdesk has been very positive, upbeat and informative
What do you dislike about the product?
At the moment there is nothing I dislike. If there is an issue it is addressed very quickly and we have been able to make changes to fit the system to our requirement with the help of the Freskdesk staff
What problems is the product solving and how is that benefiting you?
We run a helpdesk for our internal user of the finance system. We were operating using email, but it wasn't very efficient and we couldn't analyse the data. Since using Freshdesk we can see where most of our time is spent, what problems are constantly occurring and the volume of calls being addressed by the helpdesk staff
Recommendations to others considering the product:
The ticketing system did take some time to implement but that was due to the fact that we took the time to change our processes and ensure the ticketing system was set up to meet our requirements. Overall, it is an excellent product and the support staff are extremely helpful and efficient
Happy Supporting Anyone?
What do you like best about the product?
FreshDesk is the best helpdek solution out there, by far in regards to customization, easy to use and ofcourse low cost, (you can also have a free version with less features than the paid one),what i like the most about freshdesk is that they seem to liste what their users needs are and implement upgrades to their solution to make it better and better every day!
What do you dislike about the product?
Actually nothing, FreshDesk applies to many kind of business that is hard to say that "I dislike something about it", maybe the Email configuration for custom mail servers should be easier to configure and add a couple of videos about it on the youtube channel would be nice.
What problems is the product solving and how is that benefiting you?
Keeping track of resources worklooad, pront attemption to customers, and providing solutions quickly.
Recommendations to others considering the product:
If you are considering, you should not look more, prices are a bargain for all the work that freshdesk does for you!
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