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.
very flexible and easy to use
What do you like best about the product?
rebranding, automate actions are very easy to use
What do you dislike about the product?
The reporting cannot be customized for analyses on customer ticket fields
What problems is the product solving and how is that benefiting you?
Support department automate distribution of issues
Recommendations to others considering the product:
Strong product, and extremely fast support
Acilimsoft.com's Freshdesk Experience
What do you like best about the product?
It works like a charm. We use its free version and this version includes all the features we need.
Customer support is quite responsive.
Customer support is quite responsive.
What do you dislike about the product?
There is really nothing I dislike about FreshDesk.
What problems is the product solving and how is that benefiting you?
We use as our ticketing system. Our customers send thair emails to support@acilimsoft.com and tickets are created on the fly.
Recommendations to others considering the product:
It is a wonderful HelpDesk solution. Works great for us. Never created problems.
Great helpdesk solution
What do you like best about the product?
Ease of use and automation options. The old interface is pretty slick and easy on the eye.
What do you dislike about the product?
Nothing to hate. The solution meets our needs.
What problems is the product solving and how is that benefiting you?
Our entire organization uses Freshdesk to manage all our customer conversations.
Great tool and support provided
What do you like best about the product?
Support answers my questions in less than 10 minutes. The are really great and always trying to help.
What do you dislike about the product?
The new look is missing some of the features of the old one. If I cannot find something, I have to switch to the old one.
What problems is the product solving and how is that benefiting you?
We are providing support and FreshDesk is a great tool to use for that. It has lots of functionalities, different kinds of reports and many more features we are discovering.
Great support
What do you like best about the product?
always helpful and knowledgeable when assiting with queries
What do you dislike about the product?
i dont dislike anything but i would like to see more in depth reporting
What problems is the product solving and how is that benefiting you?
ticket reporting
Recommendations to others considering the product:
make sure your apps has the ability to integrate with freshdesk
Quick Resolution of the complain
What do you like best about the product?
I would like to thank freshdesk support and special thanks to Swami who helped in resolving the complaining with a very short span.
What do you dislike about the product?
Not much to dislike. Infact there are sometimes there used to be small issue in freshdesk, but used to get resolved soon after raising a request.
What problems is the product solving and how is that benefiting you?
Answering to customer's query we are solving problems of customer's. The benefit is the categorization part for which we are able to generate the report.
Recommendations to others considering the product:
Yes i would recommend others to kindly use freshdesk which is very much helpful.
Freshdesk is a great system
What do you like best about the product?
It very intuitive and easy to use for all of our staff members.
What do you dislike about the product?
There is not much that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
It is helping us to be more efficient and productive in tracking support tickets. It helps staff stay organized and reply to clients effectively.
Fast and Furious - Freshdesk
What do you like best about the product?
The nest part about the FreshDesk is mainly the depth we have in terms of the analysis, I can actually dig deep and understand what is happening with the no.of tickets, trend, customer survey and most importantly I can export all these for my reporting and weekly/monthly analysis.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
Another good part is the CHAT option which they have on their site helps me to clear the queries and set up a customized process as per my work structure (Observer, Supervisor, Dispatcher rules, etc) and the important point is it is affordable not like other services which are way too expensive.
What do you dislike about the product?
In few cases where we try to customize the structure as per our work structure, there are times where it failed and repeatedly we are in touch with the team but all of a sudden sometimes the same error repeats.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
The UI can be made much better with attractive buttons or screen or when customer rates very satisfied / Awesome the screen can highlight the color or a celebrations kit can flyover similar to Facebook.
What problems is the product solving and how is that benefiting you?
I work in Decathlon and I take the ownership of my project, we interact with many users 33k users for the year 2017 in email and chat, we mostly solve all their queries or issues which they face in their experience with Decathlon.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
The best benefit is to go in depth and understand the root causes for the common problems which luckily freshdesk helps us with the reports and analysis and our company in other countries use a different tool but they were unable to analyse the same way like we are doing.
Favorite!
What do you like best about the product?
It is very easy to use and quite intuitive. I love the organization of it all: assigning agents, selecting statuses, products and groups. It helps manage us manage thousands of customers for multiple events all over the world. The reporting is my favorite though. It is customizable and pulls every detail on every ticket.
What do you dislike about the product?
I wish the chat feature was more customizable. I've been using Freshdesk for 3 years and it has improved tremendously.
What problems is the product solving and how is that benefiting you?
We are a third-party event management company. We support multiple events happening simultaneously and with Freshdesk we are able to support thousands of attendees on one platform. The ability to assign different agents, add different email addresses and phone numbers, and the reporting has made my job much easier.
In short a great helpdesk solution
What do you like best about the product?
I think I really liked the ability to provide a "self-help" area for customers common problems
What do you dislike about the product?
so far I think the only thing they need to improve, is make it less 'complicated' for most users...
What problems is the product solving and how is that benefiting you?
The helpdesk solution is free, or you can upgrade. But the helpdesk features are really good...
Recommendations to others considering the product:
So far it's been a great solution. I like the system.
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