Freshdesk Omni
Freshworks Inc.External reviews
3,559 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is useful
What do you like best about the product?
The redesign of the UI is pretty nice. The ticket list is easier to scan.
What do you dislike about the product?
Nothing really. Freshdesk works pretty well for us
What problems is the product solving and how is that benefiting you?
Email support for all our products are in one place.
Friendly user interface. Great support. Falls down a bit when it comes to multiple teams.
What do you like best about the product?
The UI makes it easy to keep track of our workflow.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
We save time using canned responses. The solutions give us one location to store the shared knowledge of the team.
The reporting helps us keep the ticketing fair.
What do you dislike about the product?
Clumsy admin tools for more advanced features.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
When adding in separate teams I had to liaise with support multiple times to achieve my goal which was surprising as setting up the first team was so simple.
What problems is the product solving and how is that benefiting you?
It's improved my teams workflow massively. So much so that we since started rolling it out to other departments who have seen similar improvements.
Recommendations to others considering the product:
I would highly recommend Freshdesk as a cheap solution to help manage a high volume of emails between a team.
If you have any concerns the support team are always there and have so far always had an answer.
If you have any concerns the support team are always there and have so far always had an answer.
Old format good
What do you like best about the product?
I enjoy the ticket function - it makes communicating with clients easy. Figuring out issues on the backend are also easy with this function.
What do you dislike about the product?
I dislike that it runs slowly in Chrome, unless I clear my cache each day. I also dislike Mint, their new platform. It is far less user friendly and there are some bugs that still need to be worked out.
What problems is the product solving and how is that benefiting you?
We are able to communicate with clients while makeing notes and having internal discussions on how to best solve their problems on our end without having to bother the clients with these emails. It is nice to be able to keep everything on one page.
Freshdesk Experience
What do you like best about the product?
Great product, simple to use and implement amongst Tier1-3 level support staff!
What do you dislike about the product?
Nothing! Stellar solution for IT ticketing management!
What problems is the product solving and how is that benefiting you?
Time management, process and ticket handling.
Freshdesk
What do you like best about the product?
I like that the threads are easy to search for.
What do you dislike about the product?
Older threads sometimes get lost. If the wording was not exact, then sometimes I could not find what I was looking for.
What problems is the product solving and how is that benefiting you?
It is used as a communication center.
Recommendations to others considering the product:
I liked the format of this program. It was easy to find what I need.
Freshdesk is a great platform for supporters like me!
What do you like best about the product?
Incredible support for the supporters
User friendly interface
Helpful features that make our life easier
User friendly interface
Helpful features that make our life easier
What do you dislike about the product?
Can't think of anything! ! The new MINT interface was a little hard to adjust to.
What problems is the product solving and how is that benefiting you?
Easy was to track tickets, stay on top of tasks, and track analytics.
My experience with Freshdesk
What do you like best about the product?
Functionality and ease of use make for a worthwhile experience in particular the response times are quick
What do you dislike about the product?
difficulty un-merging tickets and customers if they were accidentally merged. Also, the customization is somewhat lacking for those on lower payment rates.
What problems is the product solving and how is that benefiting you?
Provided speedy and reliable support to our tutoring base as well as interactive with our Chinese based support colleagues.
Freshdesk team is focused, engaged and innovative
What do you like best about the product?
Finding a balance between customers "customization" needs and being a single SaaS platform
What do you dislike about the product?
UI is rough around the edges, deeper customization of SLA is much needed feature
What problems is the product solving and how is that benefiting you?
Single platform for multi-channel needs, enabling innovation by other companies (e.g. Delighted).
Awesome Support
What do you like best about the product?
The support is awesome. They answer very fast and they helped me with every problem I had until now.
What do you dislike about the product?
I dont have any problems or anything to dislike at the moment.
What problems is the product solving and how is that benefiting you?
We are solving our ticket problems with Freshdesk. It really helps us.
RML Review
What do you like best about the product?
- Timely support from your backend team when configuring a lot of webhooks and settings.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
- We can use the Freshdesk to support all our business need by tweaking the solutions.
What do you dislike about the product?
Bulk update functionality of agents is not smooth and didn't find the solutions in the past not sure the current status for the same.
What problems is the product solving and how is that benefiting you?
We have solved so many problems by using freshdesk benefits we do not have to maintain the query and complaint module our selves.
Recommendations to others considering the product:
yes
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