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.
Happy with Service
What do you like best about the product?
Freshdesk agents followed up frequently. Current Freshdesk view is easy to navigate through.
What do you dislike about the product?
Mint Experience is not user friendly. Ticket Life-cycle Report needs work.
What problems is the product solving and how is that benefiting you?
API Integration with another platforms.
Support
What do you like best about the product?
The consultant I spoke to was very understanding and patient with the issue I raised and provided all the information need in a quick and easy step by step guide
What do you dislike about the product?
Options to get to your support staff were a little confusing
What problems is the product solving and how is that benefiting you?
IT is used a a main CRM
Review after interaction
What do you like best about the product?
Responsive and clean look the interface is also clear and easy to understand / use
What do you dislike about the product?
would like to add more fields in table view and maybe some graphs and the sorting of the fields in the table view is very limited.
What problems is the product solving and how is that benefiting you?
customer support tickets
Recommendations to others considering the product:
good product
Smooth Experience
What do you like best about the product?
As a start up we use a basic version, we still have all the required features. Its so simple that you can start using it from day 1.
What do you dislike about the product?
Nothing as of now. We have experienced a smooth usage till date
What problems is the product solving and how is that benefiting you?
We are able to segregate the customer issues depending on different products we have and we are able to track the time we are taking to solve the issues.
Great platform!!
What do you like best about the product?
The Freshdesk platform is really great to use for your company, if you don't have time to integrate a Helpdesk platform in your own company. Quick and up to date features. Easy to adjust question base, etc.
What do you dislike about the product?
Some of our staff members work only once per week, where we need to pay separate licenses for. Not a big deal though.
What problems is the product solving and how is that benefiting you?
We are solving user questions for our website. We benefit from the catagorizations we are able to funnel the questions through.
Does the job, good customer service too
What do you like best about the product?
The customer service team are quick and responsive
What do you dislike about the product?
Coding the styles of the sites, it should be easier for everyday user.
What problems is the product solving and how is that benefiting you?
Personalised web portals for customers
Recommendations to others considering the product:
Its decent.
Account Manager
What do you like best about the product?
I really do like the properties panel, with my ticketing system experience its the one I like the most. Clear, simple, allows to work more efficiently. I am still exploring all of the features we didn't have with previous ticketing system.
What do you dislike about the product?
its hard to say since everything is new to me, but since 2 weeks of testing the platform I didn't face any inconvenience. I may update you after full migration about my thoughts.
What problems is the product solving and how is that benefiting you?
We are solving data connectivity issues. Clients report problems with particular SIMs/connectivity issues and we are checking the connection in a big shortcut.
Awesome
What do you like best about the product?
Purushothaman was really helpful with all the questions i asked
What do you dislike about the product?
maybe time difference/ i am currently in Africa and it was late night when i was getting assistance
What problems is the product solving and how is that benefiting you?
We are able to monitor all queries on our support desk , this allows us to resolve issues quickly
Recommendations to others considering the product:
Definitely recommend the product if you are looking to understand the support/request data from your customers
think along in squared
What do you like best about the product?
Freshdesk pushes to stay tuned. There enthusiasm about the product is contagious.
What do you dislike about the product?
excessive attention. There methods are too much pushed.
What problems is the product solving and how is that benefiting you?
stay in contact with customers on any possible way. Short time attention.
Amazing Help Desk
What do you like best about the product?
The UI, it's very user-friendly. I feel like I know how to navigate around the platform and get everything set up to work best in my helpdesk. Also there support is top notch, quick and helpful and does not make me feel stupid for asking simple questions.
What do you dislike about the product?
Really the only one thing I don't like about is that you can not escalate the ticket to another queue and leave a internal note. Like you have it add a note put if the agent is not apart of the group and needs to add more to it they are not able to unless they are apart of the group. That is the only thing I would update. No matter what group the ticket is in agent can still update notes
What problems is the product solving and how is that benefiting you?
All our customer support needs. We have it all in one place. We love it better then Zendesk.
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