Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Great Product but unfortunately there own customer service is not the best
What do you like best about the product?
Very intuitive and easy to setup. Has all the bells and whistles necessary for a full fledged helpdesk system. We used it for several years and all of our staff still love the product. Tried many others including Zendesk and this one was so much easier to setup and tweak. Very reasonably priced.
What do you dislike about the product?
As long as things are working well, there is no problem. However if you do come across an issue or need some support, unfortunately you're on your own as their own support has declined terribly recently. For instance, as I write this I've had a ticket open for 5 days with them for a very simple question that would take a few minutes to answer. I've sent several follow up replies that have fallen to deaf ears. It's as if I am conversing with myself.
What problems is the product solving and how is that benefiting you?
Our umbrella company is composed of several internal smaller companies that we call divisions. In essence these divisions are our customers. We have been using Freshdesk in order to ensure that we fulfill their requests in a timely manner by attaching an SLA to each one. Previously all of our support was email driven but the helpdesk provides us with a central repository where all communication is visable to our entire team.
Freshdesk Review
What do you like best about the product?
Self service capabilities for clients to enter their issues is great. Automatic feedback with ticket number is very responsive.
What do you dislike about the product?
The appplication doesn’t have very many dashboarding capabilities and is pretty rudimentary in design features. Lots of customization is needed to use and can’t require certain information be entered. Clients can bypass fields by entering periods or other dummy data.
What problems is the product solving and how is that benefiting you?
Self service helpdesk capability, ticket queuing and reporting on agent volumes and overall ticket statuses.
Organizational Dream
What do you like best about the product?
Easily manages thousands of customer requests with organizational excellent and satisfying aesthetics. Even the most overwhelming number of customer requests is easily managed with Freshdesk.
What do you dislike about the product?
There are small design flaws that interfere with the work flow. For instance, the 'ticket updated' notification blocks the total ticket fou nd for several seconds. Even so, I trust this will be an issue set to revoked in the near future.
What problems is the product solving and how is that benefiting you?
I help ministries all over the world further the gospel by providing cutting-edge technology and excellent customer service. I find it easy to keep track of every request, from the most knowledgeable to those in need of a little extra guidance.
Freshdesk creates easy ticketing system
What do you like best about the product?
My favorite thing about Freshdesk is that I can see the status of my tickets and requests. I like how I can communicate internally and know that my problem is being addressed (without having to send an email).
What do you dislike about the product?
Overall I do not have any problems with Freshdesk. I guess my only grief is that sometimes people don't indicate when they have handled something.
What problems is the product solving and how is that benefiting you?
Freshdesk has created a single spot to organize and respond to requests. The benefits are huge in that it takes care of questions and gives an easy system for following up to a variety of requests (from password issues to more complicated things).
Recommendations to others considering the product:
Highly recommend!
Thank god this service exists!
What do you like best about the product?
Flexibility and stability on the service.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
What do you dislike about the product?
The only thing i dont like about this service is the inestability on the iOS app. Sometimes I can't even respond to a email because the button goes out in a second.
What problems is the product solving and how is that benefiting you?
Our company started using this tool almos a year ago.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
Recommendations to others considering the product:
My review displays my needs, and many IT workers needs.
Simple & Effective
What do you like best about the product?
Automates the process of ticket creation. Provides the ability to have live chat with users.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
What do you dislike about the product?
When you load a ticket which has multiple email threads (around 80+) the browsers start to misbehave
What problems is the product solving and how is that benefiting you?
This is a tool we are using for problem management. The entire team is using Freshdesk to support our customer base. It helps the team members to communicate internally .
Also provides the options for live chat & built in Knowledge pro
Also provides the options for live chat & built in Knowledge pro
Recommendations to others considering the product:
Freshdesk is very effective and useful tool for managing customers tickets.
It is simple to use and work with. No user training is required to start using this solution
It is simple to use and work with. No user training is required to start using this solution
Great features to perform a relentless assistance to the user
What do you like best about the product?
This software has very good quality, it is simply clean, innovative, minimalist and offers an assistance that does not compare with other software. The best companies use this software so that customers are satisfied with their service and they are, my clients do not stop telling me how well we do our work and how we serve them.
What do you dislike about the product?
Nothing that could displease me, Freshdesk is constantly working to make their software the best, and it is, every day we see the differences that mark us and we thank them.
What problems is the product solving and how is that benefiting you?
Freshdesk has been developed in my company perfectly, while it is easy to use to improve the experience, above all the best features would be that it is based on the cloud, our company is better included and with better visions towards the future thanks to Freshdesk .
Helps a lot !
What do you like best about the product?
Freshdesk is really good for me. It helps me resolve a cases of my clients by creating a ticket. It helps a lot to them everytime their case has been resolved
What do you dislike about the product?
Set-up was not too informative and even after navigating the platform for quite some time, did not feel as if everything made sense. Zendesk was much easier to set up and implement.
What problems is the product solving and how is that benefiting you?
We can handle a lot of bulk enquiries more easily - much better organisation overall
Recommendations to others considering the product:
Keeps track of all the tickets of our team, very accessible and easy to explain to new employees. Integrations with other software are much improved over the years we are using it. We just upgraded our ERP that also had a Ticketing function, but we stick with Freshdesk. Pricing is right.
A reliable CRM solution that gets the job done
What do you like best about the product?
The system is clean and easy to manage from a UX perspective and while there are still some bugs, the new Mint version enhances this even further.
What do you dislike about the product?
While the software does a good of of managing individual cases, it does not offer much in regards to tying separate cases from separate sources into single account entities.
What problems is the product solving and how is that benefiting you?
We are currently using Freshdesk as our support case manager/chat software for communicating with our member base and ensuring that support issues are resolved.
An exceptional option for HR Service
What do you like best about the product?
The knowledge base, canned responses, and ticketing ability to track and metric HR Support for our company is amazing. The employees also have the ability to rate their service received. We can even create tickets for calls as well.
What do you dislike about the product?
They really need to come out with a customer portal app. They have an app for Admins but the customers (or employees in our case) would like an app for their phones instead of a bookmark on their web browser.
What problems is the product solving and how is that benefiting you?
We are able to silo IT and HR and still have a combined helpdesk. Either side can update the knowledge base and employees have access to both IT and HR Support with one application. HR is able to take inbound calls for both allowing IT to focus on phone support and prioritize work effectively.
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