Freshdesk Omni
Freshworks Inc.External reviews
3,568 reviews
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External reviews are not included in the AWS star rating for the product.
Positive review for Fresh Desk
What do you like best about the product?
I like how easy the software is to use, i hardly ever have issues and when a new page rolls out it is easy to see the new changes and why they made them. It is also very customizable.
What do you dislike about the product?
I dont like on some tickets you can leave them open/pending not due to not being able to resolve them and that effects the teams resolving rate.
What problems is the product solving and how is that benefiting you?
it to work together on a team to solve an issue. can easy access old tickets. easy to keep multiple tickets that are about the same thing in one place
Effective tool
What do you like best about the product?
It is very easy to integrate, the dashboard provides important utilities such as average response time, resolved tickets, and more. The price is quite affordable for everything it offers. We can assign tickets automatically to groups or individuals. The configuration is easy and works perfectly to create different work groups.
What do you dislike about the product?
The chat functionality is not entirely good. It needs to support more social platforms like LinkedIn and others. The interface could be better organized and more visually familiar. Otherwise, perfect.
What problems is the product solving and how is that benefiting you?
Ticket management, increase in organization in different areas.
Recommendations to others considering the product:
Good market option, I recommend giving it a chance.
Freshdesk by Freshworks review
What do you like best about the product?
User friendly, highly adaptable and customizable, huge amount of applications
What do you dislike about the product?
Maybe not fit for a huge corporation. Could be more professional.
What problems is the product solving and how is that benefiting you?
Using it as a workflow manager for execution of quality documentation
Freshdesk Review
What do you like best about the product?
Simple, fast and clean
Tickets can be created on behalf of the costumer
Very user friendly
Tickets can be created on behalf of the costumer
Very user friendly
What do you dislike about the product?
There are no issues so far with it. very good application
What problems is the product solving and how is that benefiting you?
Customer self services
Recommendations to others considering the product:
N/A
Excellent workflow manager
What do you like best about the product?
It's a pretty clean interface and it has the functionality you need without too much of a fight. I was skeptical about needing multiple programs versus email but it's winning me over. Being able to open and close tickets easily and reassign them as needed is really nice.
What do you dislike about the product?
There isn't a whole lot I dislike. I think it would be nice to manage when tickets are "due" rather than what it decides but honestly, that probably exists, I just haven't looked for it because it's not a big problem.
What problems is the product solving and how is that benefiting you?
Freshdesk makes communicating with clients a breeze. No more inboxes overloaded with emails from clients that may not be relevant to you. You can transfer to different departments and reference back to closed tickets. It's been overall pretty seamless using Freshdesk. I haven't used software to communicate with clients in this way and it wasn't hard to learn. It's convenient and simple to use.
Recommendations to others considering the product:
Overall, Freshdesk is a no-brainer to use with any business to keep in communication with clients and vise-Versa. Clean, fast, easy and functional. I love Freshdesk.
Basic ticketing system
What do you like best about the product?
Tickets auto generate by sending email.
Easy to put notes in for private or to share with requester.
It has good up time we do not have any time where the system is down for reporting issues.
Able to make tasks from a ticket is good feature.
Has nice mobile application for my team to use.
Easy to put notes in for private or to share with requester.
It has good up time we do not have any time where the system is down for reporting issues.
Able to make tasks from a ticket is good feature.
Has nice mobile application for my team to use.
What do you dislike about the product?
Price
Wish there was on premises solution that cost less per person.
The hosted is more expensive than other solutions.
Wish there was on premises solution that cost less per person.
The hosted is more expensive than other solutions.
What problems is the product solving and how is that benefiting you?
Able to have a ticketing system that works nationwide.
Easy for people to login as agents regardless of their location.
Is fast reliable, does not have problems speed does not have problem with security
Easy for people to login as agents regardless of their location.
Is fast reliable, does not have problems speed does not have problem with security
Recommendations to others considering the product:
Is not fully ITIL compliant.
Would be nice to see more of an ITIL work flow where we can tag like incidents to make a problem and so on.
Would be nice to see more of an ITIL work flow where we can tag like incidents to make a problem and so on.
Great round robin ticket assignment
What do you like best about the product?
Simply works. We had trouble trying to configure a competitor solution before coming to freshdesk. It was much simpler to configure and just worked.
What do you dislike about the product?
I was not able to create an admin user for billing that wasn't charged a monthly user fee.
What problems is the product solving and how is that benefiting you?
round robin ticket assignment when emails are received. simplified configuration and no maintenance required other than the main contact having to forward the invoices.
Customer Experience Specialist
What do you like best about the product?
Freshdesk is great for organizing my conversations and letting me customize conversations into the appropriate status.
What do you dislike about the product?
I dislike that in Freshdesk that it can sometimes set conversations to closed without being ready and lead to lower QA scores, complicating the true effectiveness of what we're trying to measure
What problems is the product solving and how is that benefiting you?
Freshdesk is a great option for organizing conversations and serves as a high quality dashboard to keep me on track for the status of all communications.
An Intelligent Support
What do you like best about the product?
The automation provided by the software and its help desk algorithm is possibly the best one.
What do you dislike about the product?
There is no such drawback of the Product as I could suggest.
What problems is the product solving and how is that benefiting you?
The Complete help desk solution and preferable data storage support has enhanced the business rate.
Recommendations to others considering the product:
The Software is User Friendly and provides a feasible cloud storage, one should opt for this one
Another happy client with Freshdesk
What do you like best about the product?
We've choosen Freshdesk for its huge amount of functions, beginning by the smallest plan until the plan we use "Garden". The fresh and clean UI is an advantage compared to other ticketsystems too.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
We had a great account manager called Aathyandra Sivaraj which gave us really (!) quick an answer according to our questions. It was a delight to work with him.
What do you dislike about the product?
Missing core functions for well known tools as Jira / Trello as example and the pricing. As a small agency we have limited ressources for software licences which we have to pay for each agent. But the price is it worth.
What problems is the product solving and how is that benefiting you?
With Freshdesk we are able to filter all requests, assign them to a group of agents and with tags it's possible to handle requests with an automation rule. That was not / not so easy possible with Outlook.
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