Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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External reviews are not included in the AWS star rating for the product.
Great customer service, thoughtful about updates
What do you like best about the product?
After rolling out a new interface, freshdesk still kept the option to return to the old system. This was an awesome way to try out the new platform and get familiar with the layout while still getting to return to the comfort of the old system while a few of the bugs were worked out. The help team was proactive about addressing any concerns and reached out directly to let me know when certain features became available again.
What do you dislike about the product?
While it can be challenging getting used to a new platform, I really haven't found much to dislike about it.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions, great interface for tracking phone calls, ability to generate reports to gain insight about customer activity.
Very quick support
What do you like best about the product?
That the problem I had was solved litterly the next morning.
What do you dislike about the product?
Can't think of anything that I disliked about the support I had.
What problems is the product solving and how is that benefiting you?
orders and payments.
Freshdesk is a great customer support platform
What do you like best about the product?
From an Admin standpoint, It has lots of customization control, but also has a very user-friendly Admin interface. It is fairly easy to set up automations. Searching on Help is typically quite productive.
What do you dislike about the product?
I don't prefer to use the new "Mint experience" because the light grey text is too light and hard to read.
What problems is the product solving and how is that benefiting you?
The Solutions section provides our student body with answers to many questions they frequently ask. Also, it is east for a new user to log in and submit a ticket -- very uncomplicated.
Recommendations to others considering the product:
Do the 30 day free trial and I think you will be impressed with the completeness and ease of use of Freshdesk.
My thank-you review
What do you like best about the product?
Freshdesk is a great ticket manager website. It is easy to setup, has a user-friendly interface, and an amazing support team.
What do you dislike about the product?
I have to double-login every time I want to access Freshdesk. If it detects that I'm already logged-in, why bother asking for user and password? Some texts haven't been translated to my native language, Portuguese.
What problems is the product solving and how is that benefiting you?
IT related problems AND tasks. The benefits are tracking what we've done and what have to be done, or whats pending on third-party companies.
Always helpful and quick to respond.
What do you like best about the product?
The support reps always respond extremely quickly, most of the time they will respond multiple times in one day to solve issues very quickly.
What do you dislike about the product?
Some of the plans they previously had now have less features, but they do let you have more free agents as a trade off which is fine.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our incoming client support requests and balance the ticket servicing throughout our team.
Recommendations to others considering the product:
If you need html emails for your support email threads Freshdesk won't do this yet.
Complete platform, offers comprehensive feature set
What do you like best about the product?
The platform offers what you would need in order to run a company's support portal at a relatively inexpensive price point.
What do you dislike about the product?
Administrators should have more control and flexibility over some specific features in the portal who seem to only have been built at a basic level. Some of these customer requests in the support forum have been roadmap items for several years.
What problems is the product solving and how is that benefiting you?
Providing a support portal to customers which they can refer to as a Knowledge Base and ask for help.
Excellent
What do you like best about the product?
We like your product it is easy to use, Auto reply function is there, Thanks
What do you dislike about the product?
Design, Change some new view, Thanks you so much for amazing software you have created.
What problems is the product solving and how is that benefiting you?
Currently only 30% queries are resolved, But it will help so much
Recommendations to others considering the product:
Add Some additional feature
Great service
What do you like best about the product?
The fact taht they have a live chat on their support forum with people that are helpful and not condecending is amazing!!
What do you dislike about the product?
The fact that I can only give 1 "awesome" rating haha
What problems is the product solving and how is that benefiting you?
Its a quick and easy method of staying in contact with our customers.
Very straight forward
What do you like best about the product?
The new Ui is very good and ticket are easy to manageCustomer Portal is very nice and easy to use.
What do you dislike about the product?
Could have more costomization on Dashboard page
What problems is the product solving and how is that benefiting you?
Reconcile tickets and support center calls
template
What do you like best about the product?
SLA settings, the ability to have traceability of the tickets, set up groups ,measure customer satisfaction, really like to speed of assistance from the team
What do you dislike about the product?
can't comment on dislikes as only just started with the system,
What problems is the product solving and how is that benefiting you?
understand the teams full activities which provides full visibility for measurement of internal workload and ultimately improving customer satisfaction with responsiveness
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