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.
A great help desk solution
What do you like best about the product?
I love freshdesk for the ease of use and the very easy to understand user interface. Freshdesk combines exciting colors with intuitive navigation.
What do you dislike about the product?
The variety of options may be hard to understand at first for the new user. I have found that the tutorial videos offered by freshdesk are a very good solution for the new user.
What problems is the product solving and how is that benefiting you?
We had installed and used freshdesk in hopes to better understand the solution it offers as far as customer support is concerned.
Very Good Product
What do you like best about the product?
Very easy to use and setup, very nice interface makes it very fast and easy to use from all user points of view, lovely themeing, great FAQ for users, nice emails that get sent to users
What do you dislike about the product?
The cost but can you put a cost on good products that let you provide better services?, the lack of themes and plugins but this can be solved with some in house work.
What problems is the product solving and how is that benefiting you?
I.T Services
Recommendations to others considering the product:
Yes, god yes, without question you need to use this!!
Functional and Easy
What do you like best about the product?
I liked that it was a simple way to communicate with the company.
What do you dislike about the product?
I did not like that it seemed to be an unnecessary step to just ending an e-mail.
What problems is the product solving and how is that benefiting you?
It helps to streamline feedback and e-mail communication.
Low cost ticket system with good support
What do you like best about the product?
The support. They will work with you to implement new features. We used it for a SOC, which is not their primary use case but we were able to customize it to be functional.
What do you dislike about the product?
The API could use some work. It doesn’t integrate with other products very well and requires additional work. We had to script a lot of functionality that should have been built in - mainly querying products for ticket automation. IE: host is down in solar winds, ticket. Also, when an agent submits a ticket - there isn’t a way to change the ticket ownership to the client.
What problems is the product solving and how is that benefiting you?
Providing a means for clients to interact with the SOC.
Good product
What do you like best about the product?
I like best the ease of using this software. User friendly and multiple helpful features such as being able to ensure only one technician was working on a ticket.
What do you dislike about the product?
The custom option at times can seem disorganized and not as easily navigated compared to other features.
What problems is the product solving and how is that benefiting you?
It helps facilitate the role of tech support wonderfully
Fresh Desk Review
What do you like best about the product?
What I like best about it is how great it allows me to offer support for customers
What do you dislike about the product?
I dislike how hard it is to get it setup
What problems is the product solving and how is that benefiting you?
Im solving customer support with this.
Recommendations to others considering the product:
I would highly recommend this software for easy and fast customer support.
Easy to Use
What do you like best about the product?
I like the reports that Freshdesk generates and the notes you can enter into tickets. It is intuitive to the point of being useful for our employees to use.
What do you dislike about the product?
The reports can only go back 3 months - I wish it were longer than that. Sometimes I forget to make reports for the month and don't realize that i've missed one until 6 months or so down the line.
What problems is the product solving and how is that benefiting you?
It helps keep all 3 helpdesk employees on the same page
Great tool for Ticket Management
What do you like best about the product?
The fact that you can connect other tools you already use to freshdesk for an easier update on tickets
What do you dislike about the product?
I currently use the free plan Sprout and it has limited access to some great features I like on the paid plans.
What problems is the product solving and how is that benefiting you?
Customer Complaint Tracking, Time resolution
Recommendations to others considering the product:
Great for Ticket Management and live chat, converts live chat conversation to tickets for better tracking and resolution
Really cool
What do you like best about the product?
From what I have read this is an amazing company
What do you dislike about the product?
I have yet to try it to its full potential so I do not know yet
What problems is the product solving and how is that benefiting you?
Freshdesk helps the company grow and in many ways.
Support made easy!
What do you like best about the product?
Automatic ticket handling and ability to assign tickets to groups.
What do you dislike about the product?
No built-in RMA process. No ability to collaborate on tickets at our service level.
What problems is the product solving and how is that benefiting you?
Tracking support tickets and replies. We’ve experienced much improved support!
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