Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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External reviews are not included in the AWS star rating for the product.
A Helpful Support Platform
What do you like best about the product?
Easy grouping and monitoring of emails. Having different ways to look at the company/status/age of support emails helps ensure quality responses from our team.
What do you dislike about the product?
Search function isn't the greatest. We use Freshdesk as a support platform, knowledge base, and, to a lesser extent, a forum host. Searching through all the various posts/emails that have accumulated over the years (about 3 years of use) doesn't always return the smartest results. Using filters instead of the search usually gets the job done though.
What problems is the product solving and how is that benefiting you?
Freshdesk helps our support team keep track of issues and questions from our clients. Much easier than using personal email accounts, and with greater transparency and easier collaboration. It allows us to provide a more timely, consistent service to our clients and allows our team members to be more effective at other, non-support-related tasks.
Innovative and inspiring
What do you like best about the product?
its very easy to keep track of work, setting SLAs and creating scenario automations to speed up processes for better productivity
What do you dislike about the product?
having my email signature on all replies should be an option, even if a template is used.
What problems is the product solving and how is that benefiting you?
able to speed u productivity meaning more tickets can be worked.
Nice solution for HR
What do you like best about the product?
It was really easy to setup the basics but there are a whole bunch of advanced customization options. We were able to get a really nice looking knowledge base setup pretty quickly. This allows our employees to find the answers to their own questions before asking us common questions.
What do you dislike about the product?
They have a "theme gallery" for portal customizations but pretty much everything in there costs hundreds of dollars.
What problems is the product solving and how is that benefiting you?
We wanted an easy to use knowledge base for our employees. The customer portal allowed us to have quick and easy search functionality.
We have been using Freshdesk for almost 5 years now
What do you like best about the product?
That Freshdesk is so intuitive and effective.
What do you dislike about the product?
We are located in Germany. Therefore it is a sad thing that Freshdesk is not yet DSGVO / GDPR compliant.
What problems is the product solving and how is that benefiting you?
We implement our entire ticket accounting via Freshdesk.
We Love Freshdesk!
What do you like best about the product?
The ability for all tickets to be viewed by our team, streamlining our client management process and speeding up our response times.
What do you dislike about the product?
As we've just upgraded to Mint - nothing we dislike :) Would have said the old user interface as it was a bit clunky.
What problems is the product solving and how is that benefiting you?
Transparency across client communications and timely responses to our clients enquiries.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
If a team member is off sick, we don't have to worry about getting into their emails to see if they're sitting on anything urgent. we can support our team better if one member is overwhelmed, another can jump in and help lighten the load.
Great helpdesk support
What do you like best about the product?
Helpdesk staff very polite and patient. I've always had a solution to my issues.
What do you dislike about the product?
It is not easy to find a way to export specific data. For example when hitting the Export button in Contacts, it always exports all contacts, there are no filters available.
What problems is the product solving and how is that benefiting you?
Helpdesk.
Gift Card
What do you like best about the product?
What do I like best is the FAQ analytics.
What do you dislike about the product?
What do I dislike is the Pricing of Freshdesk.
What problems is the product solving and how is that benefiting you?
Customer support.
Works well and looks great!
What do you like best about the product?
The new user interface is beautiful definitely well designed with perfect accent colours.
What do you dislike about the product?
Quite costly for a ticketing system, however, the features that come with that cost is quite nice.
What problems is the product solving and how is that benefiting you?
It is mainly for IT support. The dashboard has been very beneficial to provide the best support we can for others.
Recommendations to others considering the product:
UI looks beautiful but the ease of use of gone down. I had to provide one-on-one training to help individuals get to learn how to use the new UI.
Sukanya was great!
What do you like best about the product?
I like how she responded in a timely manner
What do you dislike about the product?
I don't like how tickets are distinguished by many colors.
Should just be 2 alternating colors
Should just be 2 alternating colors
What problems is the product solving and how is that benefiting you?
I resolve customer tickets for our streaming service
Make Support Easier and Better
What do you like best about the product?
Easy to follow and manage support tickets of our customers.
What do you dislike about the product?
There is nothing that i don't like on this product. For a small company like ours is the free licence a very good thing
What problems is the product solving and how is that benefiting you?
We are a Software-Company also providing IT_Services to our customers. With freshdesk we apporved out SUpport, when more then one Teammember is working on the same case
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