Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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easy to use platform with many features
What do you like best about the product?
multiple platform experience, app is really is to use.
What do you dislike about the product?
no automatic timer tool, the add on tool available constantly gives false results. the required fields always feel like an after thought.
What problems is the product solving and how is that benefiting you?
Mobile work force, with teams in different geographical locations it is much easier for the them to work as a team. Unified communication so all channels come to the same place so we are always working with the latest information.
Recommendations to others considering the product:
Check what reporting you require as the built-in reports do not give a full picture of what the team are doing.
Professional and affordable customer service tool
What do you like best about the product?
Free sprout subscription that enables us as a non-profit to use this professional customer support tool as well
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
We also appreciate that Freshchat automatically adds e-mails to existing tickets without us requesting the customer to make sure not to remove the unique reference from the subject line. We have tried another customer support ticketing system too and we did not like the fact that once a reference was removed, a new ticket was created. Freshdesk makes it much easier to follow up on tickets.
What do you dislike about the product?
For the moment I can't think of any disadvantage
What problems is the product solving and how is that benefiting you?
We use Freshdesk to engage with our customers. They can reach us for both sales and support. As we use it together with Freshchat it is also very easy to convert a lead on the chat into a Freshdesk support ticket.
Recommendations to others considering the product:
Try their free trial period to test several options, then review what you really need and make a decision on the subscription plan based on what you need.
Fast & Easy
What do you like best about the product?
We use Freshdesk every day it is so easy to use
What do you dislike about the product?
I find the reporting to be a little lacking but I believe this could be because of the plan we are currently on.
What problems is the product solving and how is that benefiting you?
Our customers day to day questions
Very Quick and Accurate Support
What do you like best about the product?
I liked the quick responses and the readiness to understand what a user wants.
What do you dislike about the product?
I have not come across any major issue as such. In fact, if at all we have, it is always easy to contact them and get a quick response.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to serve over 1M+ users by offering support for all our products. I find it easy to sort tickets and manage them within our team.
Freshdesk review
What do you like best about the product?
Product is very user friendly, users knows how to use Freshdesk after a quick call.
Integration with other ticketing system like Jira works well.
Integration with other ticketing system like Jira works well.
What do you dislike about the product?
New Freshdesk, just started to use it, new important functionnalities have not been created
What problems is the product solving and how is that benefiting you?
Gathering all issues via ticketing system in one place.
Easy and smart way of taking care of your support history
What do you like best about the product?
What I like best about Freshdesk is Helpdesk in-depth analytics. It's so easy to understand the pain point since the report organize the types of tickets, priorities, status, and so on and so forth at a glance. No more manual tracking and reporting on spreadsheets!
What do you dislike about the product?
Hope to be able to customize the look and feel to provide users a consistent experience with parallel branding, but it was somewhat limited in a few details.
What problems is the product solving and how is that benefiting you?
responding to customer inquiries in a timely manner and analyze the pain points quicker and easier
Recommendations to others considering the product:
Knowing exactly what you want to achieve by using Freshdesk is more important than anything. Only then, you will see the value of Freshdesk. It's worth it!
Easy to use. Great new interface.
What do you like best about the product?
Flexible pricing structure. Robust options on free / low price plans. New interface is much more intuitive.
What do you dislike about the product?
Customer portal look & feel has been lacking in the past, but seeing improvements with Mint. Will definitely keep an eye on additional updates there.
What problems is the product solving and how is that benefiting you?
Support ticketing and sharing responsibilities amongst team members. Creating a semi-automated system to aggregate client requests.
Recommendations to others considering the product:
New interface definitely makes it more comparable to other solutions. Highly recommended. Looking forward to additional services from the Freshworks team.
Quick Responses and very helpful.
What do you like best about the product?
Quick responses from support! They also do their best to make sure they understand, exactly, the question being asked.
What do you dislike about the product?
some of the chat box limitations. I would like to see more preferences...It would be nice to be able to display the same email the user logged in to Bookbyte with. We have our chat box set to display only to logged-in customers, but they will often manually provide an email address that is not tied to an existing account....Also, more designs to choose from would be nice and the ability to further customize each design. What about animations (like the chat box bouncing onto the bottom of the screen so more people notice it?
What problems is the product solving and how is that benefiting you?
Self-service and Customer Service accessibility
Easy Setup for our Ticketing System
What do you like best about the product?
Our team really loves the east to use interface to administer our system and resolve tickets. We love all the options of automation and the ability to create a solutions library that is user friendly and easily searched.
What do you dislike about the product?
We are using the Sprout version (free version), and it does not include an option for feedback/surveys from those who open tickets. Given it is the free version, this is understandable.
What problems is the product solving and how is that benefiting you?
Our clinical and technical help desk had previously been run just with email accounts and phone. This meant there was no central place for solutions, nothing beyond email templates in the way of standard replies, and a lot of emailing between agents to resolve issues. We also did not have a way to track if we met our standards for resolution times. Freshdesk is helping us better track what topics our clients have the most need around, who is responsible for resolving each issue, and ensuring we are providing timely service.
It just works
What do you like best about the product?
I like that i can create different views so I can overlook everything that I need to and keep organised. I also like the features available to us, should we need to use them
What do you dislike about the product?
There a a couple of features that need some fine tuning and I’ve found that some useful features have been removed in Freshdesk Mint
What problems is the product solving and how is that benefiting you?
We can keep on top of our customers problems efficiently
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