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.
Happy Customer
What do you like best about the product?
Freshdesk is very simple to use and was easy to configure. Very flexible and customizable.
What do you dislike about the product?
A few minor issues come to mind. It would be nice to have more customization with rules. Some rules I have multiple variations of because the conditions have to be defined to execute when any condition is met or when all conditions are met. It would be nice to customize "OR" and "AND" options on the rules. Also, it would be nice to have more granular control over customizing administrator settings.
What problems is the product solving and how is that benefiting you?
More efficient Helpdesk over our previous system. Very happy.
Great product for all your customer service needs!
What do you like best about the product?
We have been using Freshdesk for a couple months now and it was life changing for our business. To have everything on one platform really helped us better serve our customers.
What do you dislike about the product?
I wanted to be able to have more of a integration team to set things up for me so I use all that is available to me. Unfortunately right now I know there is so much more I could be using to benefit us and I just haven't had the experience with it yet.
What problems is the product solving and how is that benefiting you?
We are able to respond to our customers faster and easier. The Canned Responses have been so helpful. We have now been able to track our agents metrics and hold them accountability for their work performance.
Recommendations to others considering the product:
Make sure you have a designated person or team able to help with implementing all aspects of the software
A real asset to customer service!
What do you like best about the product?
The clarity in the admin menu. The decor is really easy and easily implemented without prior technical knowledge.
What do you dislike about the product?
The integration of own telephone systems is not possible via external connections. For this, the own supplier of Freshdesk must be used at the moment.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for customer service inquiries and internal support.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Thanks to FreshDesk, we have a better overview and take care of all open requests, step by step, according to urgency.
Recommendations to others considering the product:
Especially for the foundation of a new company or brand I can highly recommend FreshDesk. Even if you do not have any previous technical knowledge, the setup is simple and yet includes a wide range of settings options.
Working with Freshdesk and Freshworks for a while
What do you like best about the product?
Freshdesk implement their systems remotely, and can assist remotely with every question and need. They are available to assist almost always and will give you an estimation to perform the task if it takes a while to perform.
What do you dislike about the product?
Freshdesk strive to perfection. I think that sometimes this can cause a task to take longer, since they wish to make sure what you request will be done the best way. They will never say "No, we can't do that", they will always try their hardest which I appreciate.
What problems is the product solving and how is that benefiting you?
Freshdesk help us consolidate customer support ticketing from two platforms, both in website and app. Never before were we exposed to a variety of options when it comes to filtering service requests, managing queue for our agents, performing actions in bulk, getting accurate reports with which to perform self assessment and improvement. Freshdesk is smooth, clean, efficient and easy to use.
Recommendations to others considering the product:
Make sure you assess your needs correctly, see examples of what Freshdesk can offer, dedicate enough time to implement and experiment and learn the system.
Good application
What do you like best about the product?
Great application for business. Nice to have the application which understand the customer and business need.
What do you dislike about the product?
Sometimes rule doesn't work for no reason. With the current experience i can say , application is bit unstable and features stop working.
What problems is the product solving and how is that benefiting you?
Its easy to keep eye on the business, Maintaining report.
First impressions
What do you like best about the product?
System is well structured and easy to navigate. Asked the support team a question and received a response in minutes.
What do you dislike about the product?
It's mostly intuitive, but an area that shows (with pictures) how other customers have used freshdesk would be nice. Might be there, just have not found it yet.
What problems is the product solving and how is that benefiting you?
Needed a way for users to easily submit tickets regarding my system and have a way to easily respond and keep track of what's left open.
Extremely easy
What do you like best about the product?
Interface for distribution of tickets is very very easy
What do you dislike about the product?
It’s difficult to do things like checklists for example new hire onboard int process
What problems is the product solving and how is that benefiting you?
General help desk tickets
Recommendations to others considering the product:
If you have trouble with tickets, use this.
Freshdesk... The Zendesk Replacement
What do you like best about the product?
Simplicity in their UI, Automation of incoming tickets. But by far the best feature? - It's free.
What do you dislike about the product?
No PowerBI connectivity, lack of channel editing on creation of ticket (ie. was it verbal?)
What problems is the product solving and how is that benefiting you?
I was previously with Zendesk, who provided poor support and a lack of care. Zendesk, even on their free platform, gave excellent support in helping me get setup.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
The UI is quicker and easier to navigate. And whilst I am only a one-man-band on the free platform, it gives me the tools I need to do my job. When we get larger, I'll be happy to jump to their next package.
Recommendations to others considering the product:
Unlimited agents, lots of add-ons and features... for free.
Great CRM solution and amazing thorough support always!
What do you like best about the product?
Speed and thorough answers when I need help the most.
What do you dislike about the product?
nothing, maybe more AI which is on its way
What problems is the product solving and how is that benefiting you?
Automating service process, centralizing service in one place! Our customers can help themselves through self service instead of having to call and email every single time they have questions!
Excellent customer reviews and great support.
What do you like best about the product?
The Freshworks crew are constantly adding new features which work well.
What do you dislike about the product?
Customization of the agent dashboard is limited. Some of the email notifications are not customizable (i.e. watchlist notifications).
What problems is the product solving and how is that benefiting you?
Support tickets allow traceability of customer problems and resolutions. Solutions to common problem provided in articles customers can use to resolve problems on their own.
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