Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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Esteban Jimenez - GEP review
What do you like best about the product?
The way as admin I can manipulate the configuration and adapt my needs in the tool.
What do you dislike about the product?
The display sometimes is not too friendly as well as the navigation menu to find a feature.
What problems is the product solving and how is that benefiting you?
Technical support, and projects tracking. Tracking SLAs and savings.
It's got problems, but it's an okay tool in general
What do you like best about the product?
It's got the features we need. Their support is wonderful and very helpful. The latest Mint interface visuals look nice and clean
What do you dislike about the product?
The UI is not the best, some things take a lot of time to get used to and you desperately want to rearrange some parts of the menu
What problems is the product solving and how is that benefiting you?
We use their service to manage and funnel our customers' requests and feedback and accept feature requests
Recommendations to others considering the product:
Zendesk is still better but this one is pretty workable and they develop and get better with time. I've spent 5 years working with Zendesk though and liked it very much, so it may be subjective. Writing this now I also understand that I am not providing enough feedback to Freshdesk about my thoughts and pains and needs and that's on me. Maybe they could provide me with a better UX if I let them know what I deem to be a better UX =D
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
And again, their support is wonderful so they would listen and take note. The new interface was just rolled out and it's much better than the previous one (albeit very unfamiliar but that's unavoidable I think, since a lot of menus evolved and got redeveloped to a better version of themselves). Again they're definitely going in the right direction. There are also a lot of features we here don't use that could be amazing
Simple to use and feature rich
What do you like best about the product?
Freshdesk offers a feature rich yet simple to use solution. What I value the most is their great support (Thanks Abinaya R)
What do you dislike about the product?
Multi-language could be better, namely regarding ticket fields
What problems is the product solving and how is that benefiting you?
Integrated support for chat, email, weforms; visibility over customer's cases
Fast and friendly customer experience staff
What do you like best about the product?
Over the past few days I've had a few issues understading and implementing some Freshdesk features, however each time I needed to solve something the support team was more than helpfull.
What do you dislike about the product?
There are still a few technical issues left in the Freshdesk environment that I wasn't able to solve, even with the support provided so far.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to offer our customers the best experience possible. Now we want to upgrade this and the features implemented in last two years sound like they can do the trick for us.
Very simple to manage and practical for the clients
What do you like best about the product?
The integration with Jira Software made my whole operation automated and simpler
What do you dislike about the product?
I would like to have a way to build my own reports, save them and have them automatically exported to my mail monthly
What problems is the product solving and how is that benefiting you?
It gave us a centralized communication channel with our clients and automated our inner processes with the dev team
My Experience using Freshdesk
What do you like best about the product?
Amazing support team...
Reporting tools...
Reporting tools...
What do you dislike about the product?
Some features not available - already shared with them
What problems is the product solving and how is that benefiting you?
Customer contact - Email.
Recommendations to others considering the product:
Good Product - but additional features can be added
Early Stages
What do you like best about the product?
Global Customer Service are mostly knowledgeable.
What do you dislike about the product?
Local Customer Service is unresponsive and not knowledgeable.
What problems is the product solving and how is that benefiting you?
Customer Service. Ticketing tool.
Recommendations to others considering the product:
Improve product knowledge of frontline representatives instead of just raising tickets to Level 2. Have local reps avail on chat. Have local reps access to client Freshdesk instead of assigning temporary passes.
Quick and easy
What do you like best about the product?
The support is what I like to call quick and easy. I had prompt replies, and never was j asked for information that was irrelevant or unnecessary. The problem was resolved quickly.
What do you dislike about the product?
There is nothing ireally dislike, I personally think that this is one of the few companies that I have actually received professional and helpful support like this.
What problems is the product solving and how is that benefiting you?
I am solving problems that involve issues with our software, and computer issues. So far, it has totally exceeded my expectations
Very easy to use and great support
What do you like best about the product?
The integration with Salesforce is very easy to use and very helpful
What do you dislike about the product?
it would help to have the ability to mange accounts in a more organized way
What problems is the product solving and how is that benefiting you?
Helps the support team manage the tickets
Great Follow-up
What do you like best about the product?
It is nice that we are able to integrate it with Facebook which is one of our primary channels for questions/comments.
What do you dislike about the product?
Would like to be able to integrate Instagram's messenger system into Freshdesk (just like Facebook)
What problems is the product solving and how is that benefiting you?
One area to house most of our customer service supper
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