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.
Keeps me organized
What do you like best about the product?
I like that all tickets in Freshdesk are easy to track and assign to other users for completion.
What do you dislike about the product?
I dislike that there aren’t more options for sharing uploaded ticket items to users without a freshdesk login.
What problems is the product solving and how is that benefiting you?
Provide a more timely response to customer service inquiries.
Freshdesk is a fresh take on customer support!
What do you like best about the product?
I like having desktop notifications and the phone app, both keep me connected to our clients so that I can help them in real time.
What do you dislike about the product?
I dislike that if I have Freshdesk open on multiple platforms sometimes I will not get a notification of a new ticket on all of the devices.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate effectively with our clients in order to maintain customer satisfaction with our software. Our clients love that we respond within minutes of them sending in an issue and that it is by a real person and not a computer.
Recommendations to others considering the product:
Implement Freshdesk and hit the ground running with your support team!
Free Version Review
What do you like best about the product?
Freshdesk has taken our IT level support to the next level, we were doing well before Freskdesk but after the implementation we are able to keep track of tickets and get issues resolved on time. The best part is that with the free version, I got everything and more than I wanted without having to pay a tech firm to build it.
What do you dislike about the product?
The new interface is a little bit more difficult to view. The design is modern but the color scheme and inability to edit the fonts takes a toll on my vision.
What problems is the product solving and how is that benefiting you?
IT support has been streamlined. We have a single place for solutions and tickets which makes the endless searches disappear.
Recommendations to others considering the product:
Test out the free version and upgrade; unless you’re looking for specific reporting features the free version is excellent!
Great product and incredible customer service
What do you like best about the product?
The product works very well and integrates to the full suite of products that the company offers. The customer support is also amazing
What do you dislike about the product?
Not much not to dislike using this platform. They have been very prompt in their response.
What problems is the product solving and how is that benefiting you?
Helps us keep track and manage our support tickets. We also use the other platforms (CRM, Chat, Caller) which addresses all our needs
Recommendations to others considering the product:
Great company and great support. You won't be disappointed.
Strong product, good price, worst service ever
What do you like best about the product?
Have been using Fresh Desk for a year plus now and have found it to be pretty useful and simple to set up tool. The team has been very cooperative in helping us set up and use the system for our unique requirements.Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors.We're currently on the Estate plan and the price is very good for what functions and features you get. They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.
What do you dislike about the product?
Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect. If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue.
What problems is the product solving and how is that benefiting you?
The team has been very cooperative in helping us set up and use the system for our unique requirements. Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - more than many competitors We're currently on the Estate plan and the price is very good for what functions and features you get.
Recommendations to others considering the product:
We have been using FreshDesk for almost a year now and have had a very few issues with the product. We like that the product - its easy to implement and use. Support is excellent and the team is very responsive to our needs.
Great for solving problems
What do you like best about the product?
This is an easy to use software! The help it provides to my clients of my company has improved our internal customer service. It is an excellent option to manage the customer service for us.
What do you dislike about the product?
It is a bit basic on functions compared to similar apps
What problems is the product solving and how is that benefiting you?
We were looking for a customer service application to help with tickets. We loved the price.
Recommendations to others considering the product:
It is very basic, which helps in implementation.
Fair Price Point, Intuitive Design
What do you like best about the product?
The design is smooth and appealing. Managing tickets can be done with tons of automation, and it can be set up for free.
What do you dislike about the product?
Mobile app updates will occasionally break functionality, and app notifications on mobile are a cluttered mess. For example, clicking the notification doesn't clear it within the app, so you get a flood of notifications that have to be cleared by marking them within the app.
What problems is the product solving and how is that benefiting you?
Using FreshDesk has given us a robust and modern ticketing system with the lowest possible cost. Having automation built-in has streamlined our processes.
Good Support Software that helps prioritise your work effectively
What do you like best about the product?
Getting an overview on what other people are working on. You can view the status of a request. One can share a workload. Merging of tickets also helps keep all your correspondence in one quick reference. Stats one can pull to get a holistic team view on what work is outstanding, who seems to be carrying too much workload
What do you dislike about the product?
The biggest letdown is the pricing. They should offer a better pricing.
What problems is the product solving and how is that benefiting you?
We've used Freshdesk for about year for all our help desk tickets. It works great for our small team.
Organized and helpful customer service platfor.
What do you like best about the product?
I like how there are several Dropbox is to streamline what kind of assistance is needed.
What do you dislike about the product?
Sometimes the multitude of choices is overwhelming, or the exact question I need solved is not present.
What problems is the product solving and how is that benefiting you?
I ask questions regarding my company's policies through Freshdesk. The ticket system makes responses convenient and timely.
Freshdesk
What do you like best about the product?
We moved from Zendesk to Freshdesk, the company i work for loves it. Freshdesk ticketing system is very fluid and easy to use. I like the fields and tags you can add on to help add the appropriate people on to the tickets.
What do you dislike about the product?
What I dislike the most is the ticket notification system it can be a bit overbearing. I know this comes down to the actual parameters setup but I wish there was a way for it realize when someone is already assigned a ticket and not to double notify.
What problems is the product solving and how is that benefiting you?
We use freshdesk to track productivity and help assign tasks to the appropriate people. The benefits of Freshdesk allow our support team to effectively do their jobs and it allows for tasks to be tractable and people held accountable for their work.
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