Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Freshdesk - the good and the bad
What do you like best about the product?
Freshdesk is very easy to navigate when creating and managing tickets. It allows for some serious customization when creating ticket properties. Also, as a big Data guy, Freshdesk offers some awesome Business Intelligence dashboards right on the site, as well as the ability to export clusters of ticket information with a variety of different filters. Overall, I do love Freshdesk and use it 95% of my work day
What do you dislike about the product?
I'm not a personal fan of the new "mint" experience. Also, I wish I could save more criteria fields when exporting tickets
What problems is the product solving and how is that benefiting you?
We're exporting the tickets and using them as data to determine reasons and trends in customer usage and problems they're experiencing
Best Cloud based product for customer help desk
What do you like best about the product?
We are using portal and having great experience for internal organization as well as for customer help desk.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
Getting best part in ticketing and tracking of clients feed back easily. Auditing and report generation for individual employee tasks are great feature.
What do you dislike about the product?
Till the time we have not observed any dislike about the product.
What problems is the product solving and how is that benefiting you?
Providing Customer support and give them a great experience having with us. It makes our team-word and task easy for managing the clients.
Recommendations to others considering the product:
User friendly and no dedicated training required. Awesome product!
Good but could use better integrations
What do you like best about the product?
Dynamic ticket fields, knowledge base, canned responses, very customizable metrics and reports, old UI is really intuitive. Easy to see customer and individual data. Gamify is fun and motivating. Jira integration works well, but i wish you could link multiple Jira tickets to one freshdesk ticket.
What do you dislike about the product?
The integrations offered are sorely lacking. Often not well supported due to being developed by other companies, but there seems to be no accountability on freshdesks end for issues with it. Also their support is not very good about responding to what you need out of the ticket you submitted.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
Mint version was very buggy first time i tried it, i have not returned. Some notes didnt come over on the customer profile. Some mint features were nice, but not enough to sway me. I also dislike some of the auto scrolling. Also there is a persistent bug where my filter drop down will disappear and i have to reload the page a couple times to get it back.
What problems is the product solving and how is that benefiting you?
Monitoring our customer health, seeing what areas of our platform are too difficult to understand, time keeping to see which customers need more support/ more hands on approach.
Recommendations to others considering the product:
If you use Salesforce, go with desk because the freshdesk integration is not ideal. If you don’t need to pull data or share data with other systems, freshdesk is an excellent help desk tool, but it doesn’t have much “extras”. The built in metrics and reporting capabilities are incredible though. Very good dashboards.
Best way to communicate online
What do you like best about the product?
Easy to search the tickets, friendly and great assurance and well designed features. Overall experience has been positive
What do you dislike about the product?
If we set 24 hr to remind, sometimes it reminds us in 3 hr or 4 hr after set. Other than this there is no complaint.
What problems is the product solving and how is that benefiting you?
We are solving the customer issues, queries. It helps to track and assign the work to concerned person.
Recommendations to others considering the product:
It helps keeps us focused on delivering great customer service and great assurance any input that comes in will get the attention we promise. We found this necessary to avoid getting lost in emails or having emails reduce our productivity.
Effective tool
What do you like best about the product?
It is very easy to integrate, the dashboard provides important utilities such as average response time, resolved tickets, and more. The price is quite affordable for everything it offers. We can assign tickets automatically to groups or individuals. The configuration is easy and works perfectly to create different work groups.
What do you dislike about the product?
The chat functionality is not entirely good. It needs to support more social platforms like LinkedIn and others. The interface could be better organized and more visually familiar. Otherwise, perfect.
What problems is the product solving and how is that benefiting you?
Ticket management, increase in organization in different areas.
Recommendations to others considering the product:
Good market option, I recommend giving it a chance.
A Tool which resolves issue by handling as tickets
What do you like best about the product?
Emails to Tickets is which we were expecting purpose was reached.
Handling of tickets made much easy.
Handling of tickets made much easy.
What do you dislike about the product?
nothing as much as more the price more the features.
What problems is the product solving and how is that benefiting you?
Resolving issues of clients as tickets
Recommendations to others considering the product:
Issues raised by Clients made easy to solve as it comes in form of tickets.
Good Ticket Handling Tool
What do you like best about the product?
Has good features to use with my existing Email Service to handle tickets.
Has option to merge tickets & raise tickets by call & my Portal as well
Has option to merge tickets & raise tickets by call & my Portal as well
What do you dislike about the product?
we havent tried much features, nothing to dislike.
What problems is the product solving and how is that benefiting you?
Solving issue raised by clients on call or by email to us, in the form of Tickets good to resolve issues.
Recommendations to others considering the product:
Resolving the Issues raised my Clients.
Good working environment
What do you like best about the product?
Simple to create effective marketing campaigns based on our actual customer data. I'm looking to create straight forward trigger campaign (cart/browse abandon) to more targeted ones (people who viewed specific products or participated in past promotions) I can create that segment in a matter of minutes.
What do you dislike about the product?
I can't think of any complaints, wish I had access to the platform years ago.
What problems is the product solving and how is that benefiting you?
We approached them to take over our abandon cart campaigns and we definitely saw an increase in sends and revenue.
Recommendations to others considering the product:
Ask your account rep for new ideas on how to use SHQ, ours is giving us new ideas every month.
easy to handle customers query
What do you like best about the product?
I can embed in my organization website,
even I can get queries from the social platform.
I can track each ticket and solve on time
FAQ appears when a user try to submit any query with shoing its subjects.
even I can get queries from the social platform.
I can track each ticket and solve on time
FAQ appears when a user try to submit any query with shoing its subjects.
What do you dislike about the product?
I not able to create more fields in ticket form.
wont get much edtitiong option in customizing support portal
wont get much edtitiong option in customizing support portal
What problems is the product solving and how is that benefiting you?
all the qeuaries were coming through call and we have not enough resources to handle it. even managment of calling data is not possible. delay in response.
Recommendations to others considering the product:
atlest try at the evlaution version so able to understand the help desk application. after that you will be able to take decision about it.
Helpdesk software
What do you like best about the product?
Ease of use and the mobile.app is good.
What do you dislike about the product?
Asset piece is a little clunky hard to figure out and reporting isnt as nice.
What problems is the product solving and how is that benefiting you?
Helpdesk management. Showing us volume of tickets.
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