Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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My freshdesk experience
What do you like best about the product?
Quick connectivity to their chat support - doesn't need to wait for long!
What do you dislike about the product?
Don't have any dislikes at the moment, however, they can work on finding a way to capture ticket handling time which isn't available at the moment.
What problems is the product solving and how is that benefiting you?
Neat reporting structure - easy to generate and schedule reports.
Great Tool!!!
What do you like best about the product?
User-friendly tool and manganeso integration.
What do you dislike about the product?
Lack of reporting in the Sprout version.
What problems is the product solving and how is that benefiting you?
Better understanding of IT issues and proactive work towards main pain points. Helping on reducing costs and improve IT deliverable..
Must Have
What do you like best about the product?
It has multiple features but creating the rule with the dispatcher is one of the best seen till date. Time tracked is also one of the features which is very much useful. When it comes to reporting, the format of the report and various filters are attractive.
What do you dislike about the product?
I cant say I dislike any option. Having said that, I would like if you have a report, which can give time spent on each status like from open to waiting on a customer, waiting on a customer to waiting for the third party and so on.
What problems is the product solving and how is that benefiting you?
I am using freshdesk as a customer support tool. I also use it as internal ticketing tool. Followup through freshdesk is very useful. You do not have to keep reminder as it has the feature of sending emails whenever there is an SLA breach.
Recommendations to others considering the product:
I would recommend freshdesk for all the business types. It can act us good internal ticketing tool as well.
Love the Help
What do you like best about the product?
Absolutely love how easy it was to set up the solutions, and then for users to be guided to possible solutions without me. I can see by looking at the Thumbs up icons that people have been looking and calls for support have been preempted by the solutions page.
What do you dislike about the product?
Not much I don't like at all. My main question would be that my tickets I tend to close without marking them resolved first. Not sure how to fix that, but then I haven't tried.
What problems is the product solving and how is that benefiting you?
Its the calls for support, that demand on time, that has benefited the most.
A lot of bang for not a lot of buck.
What do you like best about the product?
FreshDesk's support team has been the most responsive I've encountered throughout my career. I appreciate that they are always ready with an answer, or at least an offer to track an answer down.
What do you dislike about the product?
I do wish the reporting functionality was a little clearer and more customizable.
What problems is the product solving and how is that benefiting you?
We've automated multiple workflows and notifications utilizing FreshDesk's scenarios and rules.
Fresh idea for providing better customer service
What do you like best about the product?
Our team likes using Freshdesk. It brings a lot of automation on how the emails are managed and tracked, and it helps keep track of who is working on which tickets.I loved it because it could easily be customized according to our needs without the help of technical team. The best part is that you can produce reports and customize the way how the reports should look like. Their support team is the best.
What do you dislike about the product?
Can't think of anything bad. Pricing might be a little higher, when cheaper options are available in the market. Personally I don't like their new portal design. Older one was easy to use and it looks less cluttered.
What problems is the product solving and how is that benefiting you?
Mostly customer service. The benefit that I realized is managing a lot of emails and converting them into tickets. That way we can know which requests are being worked on.
Freshdesk
What do you like best about the product?
The ease of use, and configuration are one of the strongest features of Freshdesk.
What do you dislike about the product?
Lack of logs, or the ability to customize the agent interface.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to easily support our customers without spending a lot of time building or configuring our helpdesk.
Recommendations to others considering the product:
Freshdesk is a great light weight ticketing system.
Best Helpdesk solution
What do you like best about the product?
It is simple and clearly arranged.
All necessary functions are given and positioned correctly.
All necessary functions are given and positioned correctly.
What do you dislike about the product?
Currently, we just don't like the app for smartphones and tablets.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
The app is unfortunately a bit confusing. But since the web interface works very well, this is no problem for us.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for IT.
This enables us to offer a fast and transparent service.
This enables us to offer a fast and transparent service.
Recommendations to others considering the product:
Use the trial period to get an impression of what it looks like live. We configured it for testing and were immediately convinced.
Easy to navigate
What do you like best about the product?
it is easy to navigate and tag your tickets, people see what your working on because of the dashboard updates
What do you dislike about the product?
when I process something I need to refresh my page to make sure it sticks.
What problems is the product solving and how is that benefiting you?
error on my page
Excellent product, meets all of our needs
What do you like best about the product?
We have some unique needs that Freshdesk has been able to meet for us - we have several different products that need specific branding, as well as various support groups that need different type of access. We have been able to implement Freshdesk in a way that allows us to easily get tickets to the right people, as well as report out status of all tickets.
What do you dislike about the product?
There is not much I don't like about Freshdesk - we have had a couple of small issues over the last couple of years, all of which we have been able to resolve.
What problems is the product solving and how is that benefiting you?
Our biggest issue is supporting several different products in one system, and being able to make them all unique. We can have as many support portals as we need, as well as different emails and phone numbers. The cost of the system, and the options available, make it a win win!
Recommendations to others considering the product:
Set up is easy, and flexibility is outstanding. I was able to get us up and running in short order, as well as continually make changes to have Freshdesk work better for us.
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