Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Great tools with lots of features, still room to improve
What do you like best about the product?
cost is reasonable, support is good. features are rich
What do you dislike about the product?
assigned agent can not provide a good solution on our request on email setup during trail period.
mobile version app need to improve and adds more functions to align with desktop version
mobile version app need to improve and adds more functions to align with desktop version
What problems is the product solving and how is that benefiting you?
in need a support system. freshdesk offers a better way to manage customer requests
Recommendations to others considering the product:
great tool with good price. good for SME.
New Customer Experience
What do you like best about the product?
The product is great, but what stood out was the outstanding customer support and response time - in helping us setup.
What do you dislike about the product?
After having compared to two other products we decided to go with Freshdesk. Nothing so far that we dislike.
What problems is the product solving and how is that benefiting you?
Our customer support
Recommendations to others considering the product:
Best sales engagement as compared to its competitors
Great for growing company
What do you like best about the product?
That the system is can grow as the company grows..
What do you dislike about the product?
The new mint version was down for 2 to 3 days.
What problems is the product solving and how is that benefiting you?
Organizing customer emails from various locations. The chat feature is a great way to interact with our customers.
Recommendations to others considering the product:
Take it bit by bit it can be overwhelming at first.
A breath of fresh air & very intuitive
What do you like best about the product?
We just started using Freshdesk as our Technical Support interface for both internal and external customers. Learning how to navigate Freshdesk and all its features has been very easy and intuitive.
What do you dislike about the product?
When forwarding a ticket to a non-Agent, the history of the entire ticket is not included.
What problems is the product solving and how is that benefiting you?
Freshdesk is a very efficient way to track, monitor, and assign tasks compared to our old way of using MS Outlook. It's almost impossible now to forget or miss responding to every incoming question.
Good Product with Great Support
What do you like best about the product?
We love the responsiveness from Freshdesk support. They have assisted us from everything with the initial setup to custom Powershell scripts to import pictures to Freshdesk customers. Your questions will be heard and addressed.
What do you dislike about the product?
There were no scripting examples involving Powershell. Thankfully support helped us out with this.
What problems is the product solving and how is that benefiting you?
We now have the ability to answer help desk tickets from anywhere thanks to the Freshdesk app. We have custom scripting in place to sync with AD in order to populate new customer fields and information. And we have after hours rules set up to make sure we're notified of new tickets that come in outside of normal business hours.
Recommendations to others considering the product:
Find out what you really need in a service, evaluate two to three options, put them through trial runs, and find the solution that fits for your company.
Freshdesk
What do you like best about the product?
The Freshdesk helpdesk system is quite easy to use.
What do you dislike about the product?
There are some things, like the support portal that could use some more customisation options.
What problems is the product solving and how is that benefiting you?
We're using it for our technical customer interaction.
Stellar Customer Service Experience
What do you like best about the product?
The entire product of Fresh Desk for customer service management is simply great.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
Easy to use and understand, comprehensive reports, customisable, ability to automate as required to name a few amazing features.
What do you dislike about the product?
The mint experience. Though it offers a cleaner view of the dashboard, sometimes it is not refreshed on time and have to log in again to get the updates on dashboard.
What problems is the product solving and how is that benefiting you?
Customer Service streamlining and structuring. easy to quantify.
Recommendations to others considering the product:
Great to use. Understand the product first. much easier when you get used to it..
Easy to Use Help Desk
What do you like best about the product?
Easy of setup, expandability, ease of use for both users and Techs, personalition, and the excellent support.
What do you dislike about the product?
I think at times it can lock you into the presets vs letting you customize the way you needed it. Can be limiting
What problems is the product solving and how is that benefiting you?
Our tickets system for users in our business
Freshdesk
What do you like best about the product?
flexibility and ease of use when setting up. adjustment of threshold is easy.
What do you dislike about the product?
the customization is not easy and sometimes it slow down
What problems is the product solving and how is that benefiting you?
it works for small companies also and it is designed to sorting different task from my client easier
Recommendations to others considering the product:
recommended for great customer support
Intuitive and Effective system that can be tweaked to suit Dynamic Business Conditions!
What do you like best about the product?
The easy user interface with minimal training support required - the reporting - the ability to see live dashboards!
What do you dislike about the product?
nothing so far! oh yes - if only i could customize the name for the system users from 'Agents' to a terminology more suited to our org culture.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as our soultion to serve our Associates - we are intuitive and slick centralised HR team team serving 3,500 + associates!
Recommendations to others considering the product:
HR departments that value their resources like a Customer.. should definitely explore this option.
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