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.
Best customer support software
What do you like best about the product?
Like more Chat within a ticket with Team, Which help us to track with individual ticket and assign responsibility accordingly
What do you dislike about the product?
It would be good if better template has been added.
What problems is the product solving and how is that benefiting you?
If you are looking great service are fair price then Freshdesk for you.
Recommendations to others considering the product:
If you are looking for unified service for handling issue escalation journey then Freshdesk is one of good option.
Nice software for customer management
What do you like best about the product?
I love the user interface and the ticket managing system. You can assign tickets and tasks to other users seamlessly.
What do you dislike about the product?
No workflow included....i mean the exact feature needed for change management.
What problems is the product solving and how is that benefiting you?
Customer ticketing, customer support, ticket tracking
Recommendations to others considering the product:
Test it thoroughly first.......then see if it meets your requirements. For me it does!
VIPKID teacher loving Freshdesk!
What do you like best about the product?
I have been using Freshdesk for Vipkid for almost a year now and love it. It is easy to maneuver and helpful for teachers in our community.
What do you dislike about the product?
I would rather have a search page rather than have it at the top of the current page. This makes it difficult when I try to search multiple threads and I can only click on one, then I have to go back and search again.
What problems is the product solving and how is that benefiting you?
I have been able to answer questions about the policies of the company and create tickets to ask them questions through this website. It is great!
Great for big companies!
What do you like best about the product?
Freshdesk's layout is very clear and easy to follow. I can find what I need and can communicate easily.
What do you dislike about the product?
Very pleased with this system. A chat feature would be helpful.
What problems is the product solving and how is that benefiting you?
Communication with other people I work with. I can communicate with the whole group or with individuals
Recommendations to others considering the product:
Take time to explore every opportunity on this site. It will help you communicate with a large number of people.
A great tool for Software and Technical Support
What do you like best about the product?
I like the customization tools and the ability to bulk assign attributes. It is very easy to auto assign tickets to individuals and I like being able to create Scenarios.
What do you dislike about the product?
Some things are not intuitive, like merging tickets and the Customer portal could be improved. Sometimes our users end up with more than one account and it gets difficult to merge accounts etc.
What problems is the product solving and how is that benefiting you?
FreshDesk serves as our Help Desk for a variety of software solutions. We field thousands of support tickets a year with this system and it has streamlined technical support in our organization.
Great Support Ticketing Platform
What do you like best about the product?
The best part is that its cloud based. Additionally it's easy to setup and use. User Interface is friendly and allows for smooth automation of tasks. The support assistance and availability is great. Every interaction has been fulfilled and the agents are very helpful.
What do you dislike about the product?
Development request or enhancement requests for application improvements take too long to actualize.
Some features are hard coded and workarounds might not be available all the time.
Some features are hard coded and workarounds might not be available all the time.
What problems is the product solving and how is that benefiting you?
Management of customer service desk portal to assist with business support queries. Gained knowledge on process improvements and in depth client metrics. The solutions portal offers a very useful knowledge repository for internal documentation.
Fresh sales best product to communicate with the users
What do you like best about the product?
Bulk mailing is the main feature I like the most of the product, also it is very suitable to follow up with the customers in closing the deal
What do you dislike about the product?
Bulk mailing restriction is set to 250 users which should be increased - hope this is not based on the plan we are currently using
What problems is the product solving and how is that benefiting you?
I am using the fresh sales tool to interact with the users to close the deal, we are selling our product to the customers through fresh sales by bulk emailing and following up with them.
Recommendations to others considering the product:
You will never feel disappointed for using freshsales as your primary tool to engage with your customers.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
One of the best tool which I used recently to promote our product and it helped me a lot in bringing new business.
Affordable and Easy to Use Help Desk
What do you like best about the product?
We use the free version which is exactly what we need without a large cost to use it.
What do you dislike about the product?
Really nothing, all the features I would like to have do come with a paid version
What problems is the product solving and how is that benefiting you?
IT help desk and Maintenance Help desk
Recommendations to others considering the product:
do a free trial and try it out.
Great ticketing system
What do you like best about the product?
Integration with Magento, easy to use mobile app for answering tickets on the go.
What do you dislike about the product?
The mobile app has it's flaws. As we travel a lot, we respond to tickets a lot from foreign countries, from buses, planes or cars. You can't send an email (not ticket, just plain email, just like in the web version) to a customer from the mobile app, you have to open the web version, send the email, then go back to the mobile app. You can send new tickets or answer customer tickets from the app, which is a big plus for us.
What problems is the product solving and how is that benefiting you?
We first started using Freshdesk in 2015 for our small e-commerce shop in Magento. The business is web-based, all the products are digital, delivered by email, so there's a lot of misunderstandings and missed shipments (sometimes, the products goes into the spam folder, customer panics because he payed and didn't receive anything, then writes a ticket).
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Our team (3 people using the system right now), uses Freshdesk offering support for 20 hours per day. We do not have an office, we all work from home (or more likely, on the go), so using a traditional email support channel was almost impossible.
The integration with Magento e-commerce shop is excellent, customers can send new tickets from their control panel and they can also see the status of old tickets. In Freshdesk you can see what the order history if for a certain customer, right on the side of the screen, if the implementaion has been done right. Totally recommend it to any Magento user!
Recommendations to others considering the product:
Use the API, use the mobile app, don't get stuck in an office when you have such a powerful tool at your disposal!
Freshdesk - First Look
What do you like best about the product?
Jeku at Freshdesk comes to mind right away. He has been terrific through a trial of Freshdesk for use by a non-profit organization in Seattle. Freshdesk created a wonderful continuity to managing and tracking requests for help of all kinds from direct user support with the data management software used, or more advanced data reporting requests from leadership staff. Out-of-the-box Freshdesk added a ton of value, and that was just at the trial level.
What do you dislike about the product?
Mmm. That's a hard one. So far, I have actually liked everything. Maybe the trial version should be a little more locked down to avoid wandering into making a configuration decision early that could prove problematic to correct later. Maybe a trial+ level with a bit more turned on.
What problems is the product solving and how is that benefiting you?
I believe I covered it in the section about what I liked. In fact, here is feedback to g2crowd: this question feels redundant, a little. Maybe put this one first?
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Anyhow, at the time I was bringing order to the onslaught of questions and requests for help in a small service shop within a large non-profit organization. Freshdesk was absolutely perfect.
Much more is ahead for the deployment. This is just the preliminary view.
Recommendations to others considering the product:
Talk with the good people right away and run through a demo. Join a group of other organizations, maybe, who are interested in taking a look. Ask all your questions. I can tell they are on a great path. I've been working in Seattle tech for the last 20+ years with folks like Micorosft, Expedia, Zillow, Allrecipes, and Wizards of the Coast. I've worked with a LOT of ticketing and tracking software, and this one looks just great.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
I am moving forward with them for use by my new non-profit organization. Pending trials by Bhutanese students, of course, but I believe that is going to going very well indeed.
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