Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Freshdesk is a great tool
What do you like best about the product?
It is very easy to navigate and allows you to see all the tickets a user has put in previously. It has a mobile app available to assist in working tickets. It makes it easy to assign and track ticket progress.
What do you dislike about the product?
The app doesn't show the inventory tag field.
What problems is the product solving and how is that benefiting you?
My school district uses Freshdesk for all maintenance, facility and technology issues. It allows the end-user to track the progress of their request.
Recommendations to others considering the product:
Definitely go with Freshdesk,
Freshdesk is easy to use but not very robust
What do you like best about the product?
I like how easy it was to set up our helpdesk; their dashboard is user-friendly and each section offers a short how-to/quick-tip guide on how best to leverage all the different features & functions. Their chat function in-app has been good and I've been able to resolve issues or have questions answered fairly quickly.
What do you dislike about the product?
There are some ticket and knowledge base customization limitations that are not ideal (i.e - limitations with Salesforce sync and not being able to sync KBase activities/events in other platforms ). Compared to some of the other platforms I've researched, Freshdesk is not nearly as robust and some of the automations offered are not enough for what our team is looking for. The level of support is also lacking. Because of the time difference, response/resolution times from my dedicated CS team are delayed.
What problems is the product solving and how is that benefiting you?
Trying to automate and streamline support communication with our clients and offer faster response times for FAQ's.
User friendly first HelpDesk tool
What do you like best about the product?
FreshDesk is a quick and easy to use tool for helpdesk management and administration. We start using this tool, in complement to another tool, and it completely fullfill requirements. In the beginning, what is great is the fact that Frechdesk can fully by used by most people on mobile devices, without difficulties.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
It is one of the biggest advantage on many competitors of Freshdesk. For this reason, and depending on the type of business and on the type of population, this tool can honestly be an excellent solution.
We also like a lot the presentation, great charts and relevant tables in many pages.
What do you dislike about the product?
This tool is not as detailed as some of its competitors; this means you may have to continue to use another tool in the same time. FreshDesk cannot replace a 'big' solution in many topics. I would say it is very important in this case to clearly define what FreshDesk must do and what it must not do in your business and in your organization.
What problems is the product solving and how is that benefiting you?
High reactivity, excellent access to information including for nomad people (with their mobile devices). The 'easy to use' side is also an excellent point for end user. They will accept this tool very quickly and without any difficulty - training can be really reduced.
Recommendations to others considering the product:
Clearly know what you what to treat, and what you do not want to treat with Freshdesk. Borders must be defined at the beginning.
Issue tracker
What do you like best about the product?
This software is very easy to use and it's reliable. This tool has been used to raise and track issues.
What do you dislike about the product?
I have used this tool very frequently and I have found that there is no issues.
What problems is the product solving and how is that benefiting you?
This tool has been used for project work and it is very simple to use from user perspective. Issue can be raised and tracked with the help of this tool.
Recommendations to others considering the product:
I would recommend to use this tool to track and raise issues so that issues can be closed easily.
Tool for tracking issues
What do you like best about the product?
This tool is very easy and simple to raise and track issues. It is the easiest way to solve problems in minimum time.
What do you dislike about the product?
I have used this tool and found that there is nothing to be dislike.
What problems is the product solving and how is that benefiting you?
I have used this tool in my project work and it is the best tool to track and raise issues very faster.
Recommendations to others considering the product:
I would recommend to use this tool as it provides the easiest way to track and raise issues. The issues resolved in very minimal time.
Freshdesk - Helps out with Customer Support a lot!
What do you like best about the product?
Freshdesk is an incredibly flexible and engaging platform for building relationships with customers, extremely suited for sharing and gathering information with customers via a wide variety of channels from social media to live chat. With Freshdesk it has been made possible to receive tickets from customers and direct them to right agent. Can also track tickets as well!
What do you dislike about the product?
Not enough social interaction such as Instagram and linkedin.
screenflow of the UI can use some iprovement
screenflow of the UI can use some iprovement
What problems is the product solving and how is that benefiting you?
making our customers happy and reducing csr time spent on tickets
Freshdesk provides a rich feature set and allows for customization
What do you like best about the product?
I love that the Freshdesk system allows for customization, including writing your own code in order to increase functionality of the support desk. In addition, there are many integrations available, including with the Zoho suite and JIRA software system.
What do you dislike about the product?
There isn't really much I don't like about how Freshdesk works and performs. The only reason we're moving in another direction is to reduce cost by moving everything under one vendor.
What problems is the product solving and how is that benefiting you?
Freshdesk solves are Customer Support business problem. It provides a wonderful Help Desk for submitting tickets, reviewing Knowledge-base articles, and Forum Posts by other users of our software.
Recommendations to others considering the product:
Freshdesk is a great software solution for the Help Desk at it's price range. Definitely consider this software and see if it fits your needs and budget.
Help desk tool to track issues
What do you like best about the product?
I have used this tool in my organization and it is a very nice tool to raise and track issues and issues are resolved very faster.
What do you dislike about the product?
I have used this tool and I think there is nothing to be dislike.
What problems is the product solving and how is that benefiting you?
I have used this tool in my project work and it is very simple and easy to raise and track issues. It also save our time by automating the repetitive work.
Recommendations to others considering the product:
I would recommend to use this tool as it provides us a very easiest way to track, raise and resolve issues.
A couple more features would make it perfect!
What do you like best about the product?
Here at my workplace, we use Freshdesk and really enjoy it. Being able to auto assign tickets and keep track of everything has been a huge help for us.
What do you dislike about the product?
I really wish it would allow you to create templates to use in different common tickets. For example. We have a lot of people who email support about forgotten logins and how they can create accounts. These kinds of questions don't need detailed replies as they are the same each time. The ability to add a template for login info or account creation would speed up those repetitive emails a lot!
What problems is the product solving and how is that benefiting you?
We are trying to provide fast responses without missing any questions. A lot of our reps develop solid relationships with customers, but the tradeoff is that they switch to personal emails quite often. Freshdesk's auto-assignment lets them keep that personal touch for assigned clients while keeping the ability to track things and prevent missed emails in their personal inboxes.
Recommendations to others considering the product:
They are definitely trying to improve their software. They recently upgraded their entire interface and we love it!
Excellent platform for tracking and incident resolution
What do you like best about the product?
Receive customer requests through a platform where I can constantly monitor their importance as problems, incidents, questions, etc. in order to channel solutions and timely response, every time a ticket is created, it sends me an email copy to my email what I find excellent in this way I generate backup copies on my computer, offers response times which is great for customer satisfaction and accelerates the solution of each ticket.
What do you dislike about the product?
I would like to offer the option of inserting documents in the ticket in this way to insert images that support the arguments sent by the client in order to take a better detail of the information.
What problems is the product solving and how is that benefiting you?
Me allowed to provide timely solutions to customers through a customized platform, allowing for the distribution of the ticket between the team and also to display all the information in one panel, which in fact we can resolve each of the situations in real time, having a personalized domain has brought us the benefit of giving confidence to customers, it is an excellent tool for general monitoring allowing to achieve customer satisfaction. Your panel shows all the detailed information which allows you to contact it quickly.
Recommendations to others considering the product:
I recommend this application not only for the trust generated by the personalization of a business domain for the reception of insidences or questions by customers but also because it is a perfect control platform which allows through an easy interface to respond to each application submitted and go receiving notifications of their status as well as time for your response, I consider it a good tool that groups all the generated sources allowing monitoring and timely response to achieve customer satisfaction.
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