Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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External reviews are not included in the AWS star rating for the product.
It’s easy to use.
What do you like best about the product?
Can have separate tabs and quick links. Nice layout.
What do you dislike about the product?
I didn’t have any dislikes. The company stopped using the product.
What problems is the product solving and how is that benefiting you?
Able to update without deleting previous publications.
Great support system to communicate between us and our IT company
What do you like best about the product?
I love that we have a running log of conservations with our IT company detailing what our issues are and we can go and get updates at anytime.
What do you dislike about the product?
I do not always get an email when a ticket has been updated. But we are working out the interior issues with that.
What problems is the product solving and how is that benefiting you?
We were having a hard time communicating thru email to our IT company and keeping everyone on the same page, now we use this and everyone can get an update whenever they would like.
Recommendations to others considering the product:
This is a great tool if you need to communicate with a lot of people and keep everyone up to date.
Client Request - Ticket Management for Small Business
What do you like best about the product?
Ticket Management: This allows me to see all my team members' tickets and see who has what and who may need help. It also allows me to track trends.
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
Feedback system: Allowing staff and students to submit feedback based on their service received is very helpful in holding IT staff accountable.
Chat: Though we no longer use chat in our environment, the chat tools built into Freshdesk are absolutely amazing!
What do you dislike about the product?
Customizable data on the dashboard. I would love to see different types of date available to choose from on the dashboard.
What problems is the product solving and how is that benefiting you?
In any environment where you have any customers with needs and few staff to address those needs, it is an excellent tool! I highly recommend Freshdesk to anyone in this sort of environment.
Recommendations to others considering the product:
We use Freshdesk in the technology department of our school district, and students, teachers, and staff all submit tickets via Freshdesk to receive support from the IT staff. This has been working great for us for about 3 years. This gets all support needs in one location, instead of emails to multiple members of my team.
FreshDesk Experience
What do you like best about the product?
FreshDesk allows easy access to tools that connect different departments and allows them to work together. We can do support tickets, announcements and communicate in one place.
What do you dislike about the product?
I dislike the simplicity of the platform. I would like to be able to message individuals directly. I'd also like to follow the progress of my correspondence with other departments.
What problems is the product solving and how is that benefiting you?
With FreshDesk we can minimize the need for multiple communication platforms. It is one place that we all can navigate as we integrate projects.
Freshdesk
What do you like best about the product?
Freshdesk has been our customer support platform for a few years now. I like the ease of setup and training along with the ability to customize groups and statuses. The older version allowed us to easily merge customers tickets together to see all issues at once, but this has now been removed.
What do you dislike about the product?
The Mint update has created a huge lag and has a lack of essential features. The website is constantly freezing up on us and you have to refresh pages. You can no longer see a customer's tickets all at once to merge them together, but need to manually search for them. Hopefully they intend to resolve all of these issues as it is a newer update.
What problems is the product solving and how is that benefiting you?
This is our main channel for customer support. You're able to integrate apps into the platform to place customer orders right from the screen and easily track everything.
Works as expected
What do you like best about the product?
Have been using it for the last year or so. Great and simple took to track SD tickets
What do you dislike about the product?
Challenges on setting up different view/perms for different group of users
What problems is the product solving and how is that benefiting you?
Normal company service desk requests and incident tracking
Affordable
What do you like best about the product?
It's customizable is really great which most of the helpdesk softwares lack.
Really affordable for small and medium businesses.
Really affordable for small and medium businesses.
What do you dislike about the product?
Cannot attach video references or documents. But works for me as I only have internal customers.
What problems is the product solving and how is that benefiting you?
Daily problems. Problems in AD or lets say login failures, resetting. This has made it easier.
"Simply the best client support and helpdesk arrangement!"
What do you like best about the product?
One of my most loved things about Freshdesk is that it accompanies bolster for 26 diverse prepared to-utilize dialects. It enables every specialist to redo their dialects exclusively. Specialists can likewise plan work hours as indicated by their nearby timetables. What's more, you can secretly leave your partners takes note of that the client doesn't see, yet that stay in the email chain. Client benefit is great and they will react rapidly and precisely to anything you ask regardless of how little."
What do you dislike about the product?
something that is a touch of irritating, is in the event that you apply it to a gathering - leave the email in 'unassigned' on the dashboard. Just on the off chance that you apply it to an individual will you expel it from this segment. Once more, we make a point to dole out it to a person.
What problems is the product solving and how is that benefiting you?
I can perform quicker my supervisions and surveys in light of the fact that I can keep up a superior correspondence with this program.Mainly to go to the questions and inquiries of our customers, endeavoring to offer the best consideration for them, and as of recently FreshDesk has enabled us to do it with no issue.
Recommendations to others considering the product:
In the event that you have utilized a comparable device previously, you will have seen that some have postponements and issues. With FreshDesk that doesn't happen.You will be astonish with every one of the apparatuses it brings to the table! Try it out!
The application exceeded my expectations.
What do you like best about the product?
What most caught my attention in the program is that it has a mobile application, which I can easily decipher and complements the service offered on the web. In addition, I can have a greater accessibility to the created entries and be able to have a better assignment as far as the registry link with which I work.
As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.
As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.
What do you dislike about the product?
The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
What problems is the product solving and how is that benefiting you?
By means of the product of acquisition that I have had, I have been able to save a lot of money in the contracting of other services, because previously I had the happiness of being able to pay for more than 2 services that did not fulfill the same similarities that this program is offering me.
In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.
In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.
Recommendations to others considering the product:
this is a good product for your company
The program solved my communication problem.
What do you like best about the product?
By acquiring the program we were able to focus on the techniques that relate to the main API and the various web seminars. Since the conversations that I have been able to generate, have been very fluid, case that has seemed to me of enough taste and more for the fact of being able to have a level of productivity greater than normal.
It is also one of the first services with which I have been able to strengthen the products I offer, which has allowed me in general that my customers have a good interaction and could denote more broadly the quality of it.
It is also one of the first services with which I have been able to strengthen the products I offer, which has allowed me in general that my customers have a good interaction and could denote more broadly the quality of it.
What do you dislike about the product?
The expansion of functions that the program counts is something complex, which I have not been able to accommodate well in order to establish a system related to support and personal operations. More than anything because I still can't differentiate well the reception of notifications and tickets that are constantly coming in for my clients.
I have also had a complication to the system related to the registration of tickets, but this happened to me after the last update that has had the program, since previously I did not see it and is something that should check and improve.
I have also had a complication to the system related to the registration of tickets, but this happened to me after the last update that has had the program, since previously I did not see it and is something that should check and improve.
What problems is the product solving and how is that benefiting you?
In view of my lack of knowledge of the program, I was able to accommodate myself in a short time and be able to represent my community more broadly. I have seen this case of total help and more when I know how my clients act with the products I offer.
I also had the impression of having a more open list for the reception of new clients and more by complementing them in my community without any interference. So I feel safe to have through the program, because despite its drawbacks, manages to accept my requests when I make it to the support, case that I highly recommend to purchase.
I also had the impression of having a more open list for the reception of new clients and more by complementing them in my community without any interference. So I feel safe to have through the program, because despite its drawbacks, manages to accept my requests when I make it to the support, case that I highly recommend to purchase.
Recommendations to others considering the product:
this is a good product
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