Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Solopreneur HelpDesk
What do you like best about the product?
I love that FreshDesk gives me the ability to setup automated email responses; as a software developer, I can set up an email that 1) responds to the client in a customer-centric way by identifying their domain; and 2) creates a card in my Trello board with the issue.
What do you dislike about the product?
Nothing really - it's great. Asking too much to have simple CRM to manage potentials? :-)
What problems is the product solving and how is that benefiting you?
Freshdesk allows me to simply manage my client enquiries without pfaffing around looking for the last link I sent out; if they report a bug, it gets emailed into a bug list in Trello; if they need a download link they just include a particular subject and the auto-email sends the link for that organisation. Simple. For any common 'how to' enquiries, I have referrals to the forum for step by step instructions. I look professional, and I look like I have a team. What's not to love?
Recommendations to others considering the product:
Great for software developers needing to manage multiple client deployments.
Freshdesk Rocks!
What do you like best about the product?
Cloud based, has all the basic features you expect from a ticketing system, great support and sensible product management driving enhancements based on customer feedback.
What do you dislike about the product?
Would like more criteria available when searching tickets.
What problems is the product solving and how is that benefiting you?
We needed a scalable ticketing system to grow with our company, that is accessible to our clients and offers a knowledge base as well. The automation features are great, and we just recently enabled calling through Freshdesk as well.
Excellent support desk for small business
What do you like best about the product?
Great features, really easy to setup, superb support.
What do you dislike about the product?
doesn't integrate with Salesforce without API support
What problems is the product solving and how is that benefiting you?
We were missing tickets, customers weren't getting replies. Helps me monitor support staff and make sure we have high customer satisfaction.
a good option for customer service platform
What do you like best about the product?
ability to assign customer requests - "tickets" to any user within our organization and seeing the progress of each ticket .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
options for points for your internal users - a nice way to make the work more fun as its kind of a game.
integrations with major social accounts .
What do you dislike about the product?
tickets handling may sometimes be slow - app wise .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
when a specific ticket has a lot of history then its hard to see what happened when - the chain of history is not always sorted by date .
initial setup may be long .
What problems is the product solving and how is that benefiting you?
we used to work only with outlook to answer our support request - this caused an issue as the amount of requests grow and the support stuff did not know easily which requested have been handled and which did not , using freshdesk we have made order and each request is assigned to a user and can be easily monitored .
Recommendations to others considering the product:
if you are in need for a support system - that mainly handle customer requests by email i would say this system is a good fit , if you are a very large company and need something more advanced i am not sure freshdesk is the right tool
Great ticket system and knowledgebase
What do you like best about the product?
The knowledgebase features are my favorite. I am corralling documentation on our different systems to give my users one place to go before they come to me.
What do you dislike about the product?
The process for my users to create an account seems a little clunky and has given some of my users problems.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to track information systems requests and to store documentation and web resources on each of our systems. I have improved accountability to my users and CYA for myself.
Recommendations to others considering the product:
I love that Whatfix integrates easily with Freshdesk. That's actually how I found Freshdesk. The two are a great pair.
Effective, easy and robust
What do you like best about the product?
The ability to see your support center from a big picture.
What do you dislike about the product?
Limited license, but that is their revenue model, so makes sense.
What problems is the product solving and how is that benefiting you?
Understand customer needs, get real-time feedback, maintain customer support, keep clients happy. The benefits we realized while using FreshDesk was transparency internally saving time and fixing problems quicker.
Recommendations to others considering the product:
It is less expensive than Zendesk and has all the same features (from my knowledge).
We love Freshdesk
What do you like best about the product?
For our office mobile access is key to our success, Freshdesk has a great mobile app that puts the needs of our customers right in front of the PM or support techs no matter where in the world they are.
What do you dislike about the product?
Sometimes calls drop on the mobile app and that cam be very frustrating
What problems is the product solving and how is that benefiting you?
Support for our clients is just one aspect of our need. Additionally we have several public access websites and Freshdesk gives us control over all our multiple products, with separate reporting or call assignment. Understanding our support metrics and SLA has greatly improved using Freshdesk.
Recommendations to others considering the product:
Definately worth a look!
Keep Your Clients with FreskDesk
What do you like best about the product?
Easy to use, flexible, rich in features. Cross-org teams users major benefits. Our clients use it with ease and keeps them very satisfied. Their Support staff are awesome.
What do you dislike about the product?
Not much really. Possibly improve the client log-in landing page and some integration!
What problems is the product solving and how is that benefiting you?
Client Support functional and technical issues. Streamlined the process, achieved great efficiencies resolving issues at reduced time/cost. We achieved 100% referenceable client status -woo hoo! and generating more support income.
Recommendations to others considering the product:
stick with them. It's a great platform Your customers will take you more seriously and you will generate more support income from them.
Very Impressed!!
What do you like best about the product?
Very capable platform. Easy to customize. Does everything you could possibly need in helpdesk and some more. We have used Kayako and ZenDesk, we wanted to see if there was anything better outthere. Reviewed dozens of help desk apps in an extremely detailed fashion. Decided on FreshDesk and it has been smooth sailing. We are very impressed with the platform, the app, the customer service, features.
What do you dislike about the product?
The knowledge base suggestion feature could be improved. It wants users to type in keywords and the question is "How can we help you today?" - well most people type in a question in human form "I can't do xxxx" - it usually pulls up relevant articles but sometimes does not. It took Google a while to perfect their human question algorithm and FreshDesk said they are working on it.
What problems is the product solving and how is that benefiting you?
Ability to allow customers to solve their own problems before contacting you.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Portraying a professional, capable support platform and personnel.
Not worrying about maintaining infrastructure for support platform.
Recommendations to others considering the product:
This is absolutely a very capable platform and we are so happy we chose it. I was personally signing up for various trials and there was always something that was strange, we couldnt customize, it costed extra, etc. Very impressed with FreshDesk
Great Support Solution
What do you like best about the product?
Ease of use and mobile capability. With the canned responses, it's easy to quickly answer tickets and support issues - even on the go.
What do you dislike about the product?
The way the tickets are sorted can take some getting used to, but once you get the hang of it, there's not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our remote team resolve support issues at anytime of the day, anywhere our team happens to be.
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