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.
Easy to use app
What do you like best about the product?
Easy to use and navigate. I like the social media plug ins too.
What do you dislike about the product?
Tickets aren’t able to be tracked for assessment.
What problems is the product solving and how is that benefiting you?
This is an easy to use helpdesk option for customers.
Simple and light, yet powerful. Thanks to this help desk we increased performance by 240%!
What do you like best about the product?
Knowledge base and ability to create auto response based on articles written there. It is helping us a lot. We just upload all user manuals and tutorials there. Now almost 50% of customers just find answers on their own.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
What do you dislike about the product?
It's not easy to create different pages with different ticket forms. You have to edit page code. Maybe its not a problem for website designers when and when you know java, but it should be easier for less advanced users.
What problems is the product solving and how is that benefiting you?
More ticked answered, faster response and knowledge portal - thanks to this we increased sales, overall happiness of customers and improved product that we sell.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Recommendations to others considering the product:
Give it a try for a month - you will never switch back to standard ticketing systems.
Affordable customer service ticketing
What do you like best about the product?
In a price-per-feature evaluation, Freshdesk is great. It gets the bare basics out of the way and has a variety of customization options. We moved from an home-made internal-only ticketing system to Freshdesk and we really appreciate the recordkeeping of client communication and being able to look at all our teams stand in a glance.
What do you dislike about the product?
Very poor support of customers that don't have an email address, or mixed corporate customers where initial contacts may not have an email address, but their supervisors that need to watch the ticket do. Have to rely on a separate system for internal project tracking/planning. On lower-tier plans (or maybe all plans?) unable to do customer-centric reporting (such as ranking customers by complaints) or considering external stats for reporting (such as comparing number of calls logged in phone system for a client against the number of complaints or errors generated for that client). But then again, the price other systems charge (IF they offer those things) is often far too much for the benefit provided.
What problems is the product solving and how is that benefiting you?
Collecting, tracking and responding to client complaints for a 3rd party call center. Ensuring prompt responses and tracking performance and errors over a long period of time.
Great Product, Great Support
What do you like best about the product?
Ease of use, customization, and the support is fantastic.
What do you dislike about the product?
I'd like the opportunity to build custom reports and customize the dashboard based on user account.
What problems is the product solving and how is that benefiting you?
We use it for logging and processing IT tickets, Marketing requests, and Customer Service. With this product, we have more visibility into our daily operations, we can better identify issues, and improve planning. It also allows us to improve our customer experience by allowing our Customer Service team to respond to requests more quickly.
Recommendations to others considering the product:
This system is far superior to other help desk products i've previously used. It's easy to use and administer, and has a ton of functionality. Buy this product.
I have tried other support ticket platforms and keep coming back to Freshdesk
What do you like best about the product?
It's Free and I can customize to my business.
What do you dislike about the product?
Wish I could afford more plans. I am not sure how to use chat feature.
What problems is the product solving and how is that benefiting you?
I keep all of my support tickets in one place and organized. My clients are very happy with it. I have also starting using tags and just recently the merge and custom field tags. I also export these fields into reports for my clients.
The most modern way to do ticketing
What do you like best about the product?
We use fresh-desk in a way that it was not intended to be used and it is flexible enough to accommodate our needs!
What do you dislike about the product?
FreshWorks fragmented themselves into several different companies and at times it can be difficult dealing with several different product reps, this does seem to be getting better however.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage and track workflow in a 3D printing lab, its flexibility has allowed us to custom tailor the product to meet our needs.
Recommendations to others considering the product:
Just give the free trial a try, what do you have to lose? there is also no time restriction so you can play with the features for as long as you need before you make a decision.
Easy and excellent
What do you like best about the product?
easy to use, great support, very easy to integrate
What do you dislike about the product?
nothing, very few hurdles, nothing that we needed to overcome.
What problems is the product solving and how is that benefiting you?
Support department for IT solution
Recommendations to others considering the product:
easy to use, easy to integrate
Freshdesk
What do you like best about the product?
Freshdesk has a lot of features, and while we're not using all of them, the ones we do use make my life easier. Canned responses, Insert a solution, etc.
What do you dislike about the product?
The only thing that I disliked may be resolved in the 'mint' upgrade. When tickets come into our queue, sometimes the person submitting the request has chosen the wrong 'group'. We want to be able to view the open tickets, and quickly pick the correct group (without assigning it to an agent) just have the correct group designated so that the open ticket will appear in the filtered list.
What problems is the product solving and how is that benefiting you?
Customer support is more expedient.
Generally very efficient and fits the our requirements
What do you like best about the product?
The interface is user friendly and works efficiently pretty much all the time and allows for required functions in a helpdesk requirement.
What do you dislike about the product?
A few limitations in customisation in layout etc. and audit trail doesn't always cover all changes in enough detail.
What problems is the product solving and how is that benefiting you?
Using it as the main tool in a helpdesk function, logging incidents, requests and managing project work.
Easy to use tool
What do you like best about the product?
The possibility to prioritise tickets and link SLA's to it
What do you dislike about the product?
The lack of good reporting tools to enable follow-up of agents
What problems is the product solving and how is that benefiting you?
Software and hardware issues.
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