Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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Good Customization
What do you like best about the product?
The automatons and triggers makes managing our ticketing system easier.
What do you dislike about the product?
The UI is a little sluggish and sometimes can be overwhelming. The upcoming update looks cleaner.
What problems is the product solving and how is that benefiting you?
Having a location where all Knowledge Base is located has been the biggest benefit from Freshdesk. We are able to merge all of our ticketing platforms into one location while also keeping them separate depending on the teams.
Practicality
What do you like best about the product?
I really like the convenience and agility of communicating with tickets.
What do you dislike about the product?
Right now I have nothing to complain about.
What problems is the product solving and how is that benefiting you?
I'm solving customer service
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
I still can not use the tool fully, I feel I can do more with it but I lack the time to investigate and adjust
Amazing Features ready to use with no additional training
What do you like best about the product?
Automation of scenarios with just a click of a button
What do you dislike about the product?
Many userul features require upgrade, Extra features should be allowed in existing plans
What problems is the product solving and how is that benefiting you?
Technical support with efficient check and balance. Monitoring productivity of agents is very easy
Must have tool for our business
What do you like best about the product?
UI is intuitive, administrative controls are quite granular. Their product works for 1 team operations or multi-teams with multiple agents and multiple inbound channels. The price point is very compelling. Customer support is incredibly knowledgable about the product, and can offer creative workaround if a product limitation gets in your way.
What do you dislike about the product?
Some of the automation can use a little love. Specifically, the ability to automate off of a 'Ticket Created' event will only execute 1 matching rule/condition, and somewhat limits your options for that event.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our support ticketing system for WordPress products. We're able to track and analyze ticket metrics, and spread the load around multiple agents.
Excellent
What do you like best about the product?
Auto Ticket creation from email,
customer feedback
customer feedback
What do you dislike about the product?
indian customer is cost conscious, pricing should have been less for Indian sme
What problems is the product solving and how is that benefiting you?
every customer mail is attended.
User friendly tool
What do you like best about the product?
It's a very easy tool to use and the support team is always very helpful. It saves us a lot of time when having to reply some standard questions.
What do you dislike about the product?
I like their old interface better than the new one
What problems is the product solving and how is that benefiting you?
Time management problems and the tracking of the client's queries.
Large system, many weak points, almost no individualization possible
What do you like best about the product?
I really like the nice and modern interface and it's mobile friendly. Freshdesk is easy to use but not so comfortable to set up the system. With Freshdesk you have a good overall view and you can simply assign a agent.
What do you dislike about the product?
We would like to use Freshdesk as an order tracking system. We were promised that this would be possible and much would happen through additional adjustments. But almost no individualization are possible and important features are missing. We always have to somehow fall back on alternative solutions, which could be solved with the simplest programming. It is frustrating that the support rejects any customization request and refers to third-party paid services. We are not willing to continue to invest money for the development of the system. There is definitely room for improvement in development!
What problems is the product solving and how is that benefiting you?
We have a good overall view about all orders and we can work with more efficient.
Recommendations to others considering the product:
Usable as a support ticket system, not yet fully developed as an order tracking system.
very slick, comprehensive software
What do you like best about the product?
interconnectivity - contacts, organisations, tickets, tags etc.
What do you dislike about the product?
missing some key features in my opinion - better reporting about KB, e.g. table of all content including published dates, and 'hits'.
Missing feedback about widget efficacy.
Missing feedback about widget efficacy.
What problems is the product solving and how is that benefiting you?
we run our Saas platform using Fresh. (well the support / customer contact part)
Great Product, Superb Service
What do you like best about the product?
I already use freshdesk for a number of years. The application and the team never let me down.
What do you dislike about the product?
It is fast an has all the functionalities needed to give great support to our customers
What problems is the product solving and how is that benefiting you?
Helpdesk for our cloud solution utime
Recommendations to others considering the product:
just try it, you will be amazed !
Its user friendly
What do you like best about the product?
Customization of the fields. Drop down options
What do you dislike about the product?
if we make any customization on the tool each we have to logout and login to see the changes.
What problems is the product solving and how is that benefiting you?
customer Service Desk
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