Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Great support!
What do you like best about the product?
Overall responsiveness through the chat channel has been outstanding.
What do you dislike about the product?
Some of the report building functionality could be improved.
What problems is the product solving and how is that benefiting you?
Supporting a large network of retail locations through a single team. So far, we have gained 30% in team efficiency.
We needed a ticket platform with APIs to integrate with our own custom webapplication
What do you like best about the product?
The user interface is very easy and quick to learn to use, even the basic plan is feature rich enough to provide the core support functionalities, Plus, the Freshdesk APIs were available even for the free plan, and complete enough to let our applications register new bugs/incidents automatically without the user having to do anything
What do you dislike about the product?
We didn't fully try the top plans, so we're not able to make comparisons, but so far there are no issues to complain about
What problems is the product solving and how is that benefiting you?
Before Freshdesk, our end users had to write an email whenever an application error occurred, now the app itself creates incident tickets automatically, sparing us from having to go through long email conversations.
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Now the customers are also able to see the status and progression of their reports directly onine and discuss further details in conversation inside the ticket
Great open and agile support system
What do you like best about the product?
It takes 10 min. to introduce for 1 level supporters
What do you dislike about the product?
Agents are to divided - need to work in teams.
What problems is the product solving and how is that benefiting you?
Support in large non-profit festival in denmark, with 60.000 guests and 14.000 volunteers.
Has been good
What do you like best about the product?
The response time is super-fast and so is resolution time.
What do you dislike about the product?
Nothing that comes to mind as of now....
What problems is the product solving and how is that benefiting you?
-Measuring the quantum of work
- Accountability
- Accountability
We use freshdesk for our volunteer IT support
What do you like best about the product?
Simple to use and set up. The support team are great too.
What do you dislike about the product?
Sometimes it's inflexible to change and tailor to our needs
What problems is the product solving and how is that benefiting you?
Increased security of info, keeping everyone updated with current position on tickets and tracking back.
Good enough
What do you like best about the product?
Freshdesk does its job very well, we can reply to tickets and chats.
What do you dislike about the product?
- It's difficult to work with reports
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
- Merging tickets was not working well in the previous interface, in the new interface it is confusing because I cannot see tickets from the user in the list
- It's also difficult to work with articles. Sometimes it doesn't save the changes, we cannot track the version history and it would be great to have an ability to change the visual version of the article without using a code.
What problems is the product solving and how is that benefiting you?
Resolving tickets and chats
Writing articles
Writing articles
User-friendly
What do you like best about the product?
Easy to use and it will be more helpful for handling end users in a proper way.
What do you dislike about the product?
Nothing much to dislike about the feature of this product.
What problems is the product solving and how is that benefiting you?
Solving/Clarifying the end users queries.
Easy and flexible solution that you didn't know you needed!
What do you like best about the product?
The automation tools make organization easy. You can categorize, assign, or add tags all by the content in the ticket.
What do you dislike about the product?
They hide the spam tickets. When I was setting up the process, I didn't realize my "test 123" messages were marked as spam and hidden.
What problems is the product solving and how is that benefiting you?
Prior to Freshdesk, all help emails were sent to people's inbox. Coordination and tracking when responses were due were a pain and led to extra work. Freshdesk takes all of those pain-points away. Now everything is categorized and assigned and not lost in everyday email.
Recommendations to others considering the product:
It's an easy setup that will help streamline your support flow. You'll save time to make up the setup time very quickly.
Customer Support Made Easy
What do you like best about the product?
Our customers can quickly and easily create tickets by emailing in, we have the ability to track tickets, search by email or name, and manually create a ticket without assigning it directly to an agent (new feature!). I like the ease of creating knowledge base articles.
What do you dislike about the product?
With the new look, you can no longer resize images that are pasted into the body of your reply email. You used to be able to drag a corner and resize. It's a very simple feature that doesn't make a huge impact to most, I'm sure, but in customer support we are dropping in screenshots all the time. The lack of resizing capability is an annoyance. While the knowledge base articles are easy to create, editing them can be a nightmare! We paste as plain text, but even then adjusting font or making the bullets look nice can be very time consuming.
What problems is the product solving and how is that benefiting you?
Our main goal for Freshdesk was to use it for customer support. Freshdesk has been a huge help in streamlining our support processes.
Excellent Support - GReat Software
What do you like best about the product?
The tech support help me during all the implementation and configurations to get the software ready like SaS in his systems, very good knowledge base and software works as expected
What do you dislike about the product?
Since this is SaS, sometimes is good to get more access to backend configurations related to the instance or other not available customizations, but all worked as expected
What problems is the product solving and how is that benefiting you?
ADFS and SSO with custom portals
Recommendations to others considering the product:
Great software, great support, they guide us during entire implementation
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