Freshdesk Omni
Freshworks Inc.External reviews
3,544 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk: It's okay.
What do you like best about the product?
I think the ticket and email management features are useful!
What do you dislike about the product?
I really don't like their text editor or the analytics tools available.
What problems is the product solving and how is that benefiting you?
We use it to help with client management for a SaaS company, but feel it probably would work better in a traditional online retail context.
Recommendations to others considering the product:
Talk to their support before utilizing the tool.
Fresh Desk User Interface
What do you like best about the product?
The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.
What do you dislike about the product?
The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.
What problems is the product solving and how is that benefiting you?
Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.
Quick review of Freshdesk from a user who is using for 4 years
What do you like best about the product?
1- The best software for integrations with other clients (example: JIRA, Salesforce) along with the automation features.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
2 - The mobile app helps you to respond to the ticket edit the details on the fly.
3 - Easily monitor agent performance, the user reaches, and other amazing analytics.
What do you dislike about the product?
1 - Notifications are not triggered properly needs improvement.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
2 - Sometimes JIRA issues get untagged for the archived tickets.
3 - UI needs improvements, the visualization graphs are not that great.
What problems is the product solving and how is that benefiting you?
Responding customer to their queries effortlessly, integrating with other software, ability to work using just a mobile device.
Recommendations to others considering the product:
You can go for it, price is reasonable, have lot of other products, to ease your work flow
Great, easy to use software
What do you like best about the product?
Freshdesk is simple but has a lot of additional controls if you dig deeper. It's easy to understand and does a great job helping us stay organized and on top of customer support tickets.
What do you dislike about the product?
Not much. There are a few things that I would customize differently, like how timelines are automated, reminders, etc. But overall it does a great job.
What problems is the product solving and how is that benefiting you?
It helps us organize and respond to support requests. We also use it to manage an initial phase of our own internal feature development / requests (kind of like a suggestion box). It has sped up our response time and enabled us to analyze our actual performance.
Simple and Powerful
What do you like best about the product?
It is easy to know which ticket is assigned to whom and its level of urgency.
What do you dislike about the product?
Difficult to see more tickets at once/ run reports on performance.
What problems is the product solving and how is that benefiting you?
Keeping track of the issue resolution process and which agent aids the customer through it.
Recommendations to others considering the product:
Canned Responses are quite powerful
Freshdesk Review
What do you like best about the product?
FreshDesk is a fantastic software which I and my organization use as a platform for ticketing. It is indeed easy for using, and lets us keep together as a team. Both we and our clients enjoy the process.
What do you dislike about the product?
The chat function isn't really built into the very same system and is slower when used for intensive work
What problems is the product solving and how is that benefiting you?
This gave us the opportunity directly from our website to let our users seek support.
Recommendations to others considering the product:
Perfect platform for customer communication. Highly recommended
Easy and reliable Service Desk
What do you like best about the product?
An easy user interface and the easy-to-understand reports
What do you dislike about the product?
The possibility to modify how mails are being auto answered is not dynamic enough
What problems is the product solving and how is that benefiting you?
Technical it-problems (SW)
Recommendations to others considering the product:
Make an accurate plan and make sure responsibilities are clear.
The solution for the support scenario through tickets.
What do you like best about the product?
It is a great tool that allows you to monitor the workflow of each of the members that a particular company has, even if they are large business establishments, with a fairly extensive staff, I love this software because it can communicate with these individuals belonging to an organization, for an exclusive service, above all to guarantee service satisfaction, for a better flow in productivity, highlighting that you can add varieties of recipients to receive tickets sensationally without problems.
What do you dislike about the product?
We can critically highlight according to the operation of this software, which would be of great proportion, allowing to load images that are not necessarily attached files, above all for a faster and easier shipment, when we address the terminology to offer a strengthened system help center, including an availability to view content through emails to verify the service that a company offers in its entirety.
What problems is the product solving and how is that benefiting you?
Each department that we have internally in the company, uses Freshdesk, we use it mainly to allow customers to create different tickets of their choice, since this way we can assign them and move them between the business facilities that we acquire at our disposal, mostly to make it easier in its entirety, since this way we have control to communicate with each one of the users, and internally within each formulation created by these individuals external to the company, which aims at the products that we elaborate for them.
Recommendations to others considering the product:
The perfect scenario in support issues, to communicate with more than one client within the same ticket, is with FreshDesk, since several of your users coming to its platform, can receive the same answer and at the same time transmit their comments directly, including that you can view these closed and resolved formulations for future reference, not excluding that it has indicated dates to complete the tasks, most of all to ensure that absolutely nothing is overlooked.
Very solid and does what we need effectively
What do you like best about the product?
Frehdesk is intuitive and packs a ton of value into their product
What do you dislike about the product?
Not much. We honestly can’t complain about anything.
What problems is the product solving and how is that benefiting you?
Customer service inquires, membership issues, and general inquiries
Recommendations to others considering the product:
This is a great product that offers robust customer service solutions at an affordable price.
Excellent software for organisation and transparency for customers
What do you like best about the product?
The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity
What do you dislike about the product?
Nothing - it's a really easy system to use
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories
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