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.
Good Competition for Zendesk
What do you like best about the product?
The setup / configuration is more straightforward than Zendesk. This ease of use and configuration is especially good for the end user portal. It can be setup to look very respectable and functional out of the box. Generally, for the price, it includes many more features than Zen does.
What do you dislike about the product?
The agent dashboard and day to day UI is less straightforward than it should be. Users can be distracted by the myriad metrics and buttons when they should be focused on addressing the the tickets directly. To that end, it would be nice if the agent UI was more customizable to allow it to be streamlined.
What problems is the product solving and how is that benefiting you?
We're running a SaaS based software and services helpdesk. While it's nice to be able to proactively address client questions though a knowledgebase, we are very much focused on ensuring we are getting tickets address and directed to other parts of the organization in an effective manner and integrating with the tools that those groups use.
Recommendations to others considering the product:
While Freshdesk is easier to setup out of the box, to take advantage of a lot of the customizations, you will need to utilize a web developer to fully customize the experience. That said, it will likely take less time with Fresh than with Zen.
IT ticketing system
What do you like best about the product?
Freshdesk is fully integrated with G Suite, and can easily be accessed from G Suites App launcher.
What do you dislike about the product?
Interface is primitive, like the web interface of early 2000s, not the year of 2018.
What problems is the product solving and how is that benefiting you?
Freshdesk is our IT ticketing system, our suers submit a ticket for wide raing IT related issues. The most popular ticket is password reset.
Would use again
What do you like best about the product?
The best part of this system is it's easy to use interface. Easy navigation which comes in handy when training other people. Gives clear direction when a large volume of requests are coming in.
What do you dislike about the product?
When large requests are coming in, the system seems to freeze which slows down productivity. I think they're working on it though.
What problems is the product solving and how is that benefiting you?
Successful solutions when dealing with customers thanks to the system.
Great for a mid-sized company
What do you like best about the product?
We use Freshdesk every day to track issues as well as enhancements. I love that we can set up as many customers or clients and only have to pay for the agents that use the system. I love that I don’t lose track of anything that people are requesting of me. I really like the customer self-service portal.
What do you dislike about the product?
There is a little bit of a learning curve but it’s actually not too bad when you compare it to some of the other ticketing systems. I wish there was a way to send Surveys to other agents. Right now it’s set that you can only get survey results from customers or clients.
What problems is the product solving and how is that benefiting you?
We want to make sure that our IT department is giving good customer service to those whom we support. The only way to do this is to track our requests, and then track our response to those requests.
Recommendations to others considering the product:
It’s ease of set up is really great. Sometimes the ticket flow can be a little bit complicated depending on your needs.
Good but buggy
What do you like best about the product?
I like that you can track tickets and revisit ones that are still open.
What do you dislike about the product?
Sometimes when I submit a ticket, it doesn't always make it to the right team. I think I found a workaround where I can open the site in a different window and hat seems to work better.
What problems is the product solving and how is that benefiting you?
We are able to track changes to documentation and fundings - we can all be on the same page about outstanding items.
It just works
What do you like best about the product?
Simple to setup and use. It worked well for us when we were much smaller and it's grown well with us. They continue to add useful features and enhancements which is great. The service has been totally stable for us so it's super reliable.
What do you dislike about the product?
The UI could use some optimization for agents so common actions require fewer clicks. Machine learning for categorizing tickets would be super helpful. The built in reporting is fairly minimal.
What problems is the product solving and how is that benefiting you?
We needed a ticketing system which would also handle change and releases. It's worked well for us.
Recommendations to others considering the product:
Give it a try, it's a lot easier to use than the big players.
Great product
What do you like best about the product?
We have loved this product. We loved the ability to set service level agreements and then track our stats.
What do you dislike about the product?
using API and Web hooks with freshdesk isn't great.
What problems is the product solving and how is that benefiting you?
Customer service and quick help to our customers. organization.
It's a nice help desk
What do you like best about the product?
In general terms, my tool with this tool is positive.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
The design of the tool has evolved a lot in recent months. The Dashboard is very intuitive and the metrics are quite useful.
What do you dislike about the product?
The ticket management is not so intuitive, could improve.
What problems is the product solving and how is that benefiting you?
As I work as Customer Success at a SAAS company, constant communication is a key aspect to avoiding churn. Through Freshdesk, I can communicate efficiently with my clients and also quickly.
Recommendations to others considering the product:
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Great Ticketing Software
What do you like best about the product?
Freshdesk has one of the best user interface I've used for any customer service software. Having all our contact channels (email, facebook, youtube, etc) all come into one software has increased our customer service and customer happiness.
What do you dislike about the product?
There is no good automatic chat bot associated with Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk connects directly to Magento - when users send us an email we automatically have all their purchase history, and customer service history.
helpdesk is fully intergrated
What do you like best about the product?
Tracks the tickets very well and organized.
The experience like user was designed and easy to understand the features very well.
Most of the applications are integrated such as email forwarding social media integration.
Convenient portal for clients and users
The experience like user was designed and easy to understand the features very well.
Most of the applications are integrated such as email forwarding social media integration.
Convenient portal for clients and users
What do you dislike about the product?
some times it gives me log in error or may be bugs issue.
Telephony integration is to be needed in future.
Need more customization for the reports
Telephony integration is to be needed in future.
Need more customization for the reports
What problems is the product solving and how is that benefiting you?
Clean interface and easy to understand.
It offers all the key features in help desk platform and highly user friendly interface and generated good amount solving IT tickets and cool interface to use.
Customer service is 24/7 with life cycle report of ticket from generation to solve
It offers all the key features in help desk platform and highly user friendly interface and generated good amount solving IT tickets and cool interface to use.
Customer service is 24/7 with life cycle report of ticket from generation to solve
Recommendations to others considering the product:
Yes .
Support 24/7 with global presence
Great price
Navigation of the interface was easy
They will sending the surveys regularly to keep freshdesk happy with our input
Support 24/7 with global presence
Great price
Navigation of the interface was easy
They will sending the surveys regularly to keep freshdesk happy with our input
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