Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Excellent ticking and knowledge system
What do you like best about the product?
Ability to log tickets on behalf of clients via either the web portal or my mobile devices, in addition to this I have the ability to create knowledge based articles either based on tickets or just general requirements to allow my customers to view these prior to logging a ticket, which helps them get to a resolution more quickly or at least cover off the basics of troubleshooting.
What do you dislike about the product?
I had an issue with the mobile application that stopped working at some point, raised a ticket and FreshDesk were more than happy to help me resolve this issue
What problems is the product solving and how is that benefiting you?
Ability to log tickets instead of getting customers to email me directly where sometimes their requests fall between the gaps.
Recommendations to others considering the product:
Keep doing what your doing, it seems to be working (well at least for me that is).
Slowly gets better the more you use it
What do you like best about the product?
Very easy to route and organize incoming tickets to each agent. Also, program is now better at letting you know if another agent is working on the same ticket as you so that duplicate or redundant emails are not sent.
What do you dislike about the product?
There needs to be a way to resize images inside the reply text box. This used to be available in the previous version however in the new mint version it is not.
What problems is the product solving and how is that benefiting you?
Simply being able to manage multiple agents and being able to collaborate and ensure that there is a consistent company stance on all issues regardless of which agent is handling the ticket
Recommendations to others considering the product:
Great program that scale-able for the size of any business.
Works for my Needs
What do you like best about the product?
The accessibility to the software from desktop and phone.
What do you dislike about the product?
Some of the menus and settings are hard to figure out and how the tickets are categorized when pending is sometimes annoying
What problems is the product solving and how is that benefiting you?
Better tracking customer issues and resolving in a more timely manner
Recommendations to others considering the product:
Check out multiple services before deciding so you can see the value of each system. I tried over 5 ticket systems before settling on FreshDesk
I love Freshdesk services.
What do you like best about the product?
I like how Freshdesk allows me to put the customer first and allows for many management options!
What do you dislike about the product?
There's nothing in particular that I dislike about Freshdesk except that I cannot customize the ticket status names.
What problems is the product solving and how is that benefiting you?
I have been allowed to better connect with my customers and agents and create a conducive environment for customer service.
Freshdesk is a super powerful resource and support management tool!
What do you like best about the product?
I think the management of tickets is great. Having the ability to nest tickets through merging helps keep the overall ticket queue manageable and also keeps issues collected in an organized manner on a per-customer basis.
What do you dislike about the product?
Sometimes the management of the "reply-to" can be tricky. If a customer sends an email to one of our Freshdesk-ticket-creating email addresses, and we want to email the customer at a different email we have for them in their Freshdesk profile, we don't have the ability to change the address the email is going to from within the ticket in Freshdesk.
What problems is the product solving and how is that benefiting you?
Helping ensure customer issues are documented for solutions and previous problem history review. Helps for quicker resolutions of the same or similar problems in future interactions with those customers.
Easy to use, fast response, very good services
What do you like best about the product?
They ask me again if I have my problem resolve, pass a day of the solution to close the ticket.
What do you dislike about the product?
they dont speak spanish and the support services.
What problems is the product solving and how is that benefiting you?
I use freshdesk as a help desk for the company where I work now
new look, added features
What do you like best about the product?
Easy to use ticketing system with good features
What do you dislike about the product?
With the recent features, there is nothing we dislike about the product.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as our primary trouble ticket and solution system.
Freshdesk Is great!
What do you like best about the product?
The customer support is wonderful every time I have had to contact them.
What do you dislike about the product?
The search function in the helpdesk leaves something to be desired. I love the rest of the helpdesk, but when I try to search for older tickets, it’s tricky.
What problems is the product solving and how is that benefiting you?
Responding to customers is quick and easy! We also have our FAQ made with their Solutions tab. It’s helpful to pop in FAQs and canned responses into replies to our customers.
Recommendations to others considering the product:
Don’t be afraid to ask questions! They are so friendly and helpful.
Easy Migration, when it worked
What do you like best about the product?
I appreciated the migration from zendesk to freshdesk, when it worked. Had a little hiccup, but it was probably my fault and pulling the trigger too fast on certain things like URL changes. Setting up email rules and new ticket fields are pretty easy. There are a lot of questions answered on the FAQ/help forums. So that is very helpful especially when I cannot figure something out. Having the free trial period helps out alot as well. If it wasn't for the free trial period I probably would of skipped Freshdesk.
What do you dislike about the product?
There seemed to be little custumer service after 5:30pm Pacific, and nothing on weekends. We utilize Shopify, and it is not available on their new UI "Mint" so we must use an outdated UI. Most of the support is over seas, so getting direct call numbers to an agents is pretty hard. But it seems they all work in the same office, so once you are connected on the phone with an agent you can request a specific person over the phone (which is what I did).
What problems is the product solving and how is that benefiting you?
Saving money from Zendesk was my priority. But work flow and ticketing is turning out to be pretty intuitive. Migration from Zendesk helped a lot in keeping everything in line. So agents can get to work immediatly.
Recommendations to others considering the product:
Use the free trial. The user interface is ok. I think a few changes can be made.
Great Chat Help
What do you like best about the product?
Immediate help when I needed it and thorough, helpful answers.
What do you dislike about the product?
There was nothing to dislike. The platform is user friendly on both sides .
What problems is the product solving and how is that benefiting you?
WE are helping staff with technology questions and the format is easy to use for everyone. Staff feel their issues are getting prompt attention.
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