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.
Freshdesk Is Great
What do you like best about the product?
Support Ticketing for my employees and clients to see status of the tickets. Slack Integration and scenario dispatcher is also one of the best features.
What do you dislike about the product?
Nothing so far, but its very pricey for the paid versions.
Scenario Dispatcher can be improved
Scenario Dispatcher can be improved
What problems is the product solving and how is that benefiting you?
Support issues
Recommendations to others considering the product:
If you don't have a support ticketing system its the way to go. Not to mention the trello and slakc integrations.
We're contemplating the google drive/drop box integration.
We're contemplating the google drive/drop box integration.
Best Service
What do you like best about the product?
Our Team has been using this service since 2+ Years and the support provided by the team is really great, Especially constant follow ups from Sanjana Nair (Product Specialist) and khoushik (fresh desk agent) who has supported me in getting things fixed for a smooth operation.
What do you dislike about the product?
As of now i haven't found anything to dislike
What problems is the product solving and how is that benefiting you?
Realtime Solutions made easy.
Recommendations to others considering the product:
Yes i would recommend to my colleagues in different companies
FreshDesk Review
What do you like best about the product?
Pricing is cheap compared to similar products offered by other providers.
What do you dislike about the product?
The fact the Live Chat will be replaced by Freshchat which will be an additional cost to our company.
What problems is the product solving and how is that benefiting you?
Mostly, customer inquiries about the services we offer them. It is easy to merge and check tickets via FreshDesk.
Recommendations to others considering the product:
Pricing.
From a daily User
What do you like best about the product?
Freshdesk has great API features and very quick and prompt support
What do you dislike about the product?
There is no simple way to link different contacts with different work phone numbers
What problems is the product solving and how is that benefiting you?
We use freshdesk for all level 1 and 2 support queries, with the API and other integrations we have increased our overall visibility to the entire team and increased communication between agents.
Recommendations to others considering the product:
Great API features very good customisation options
a good experience
What do you like best about the product?
fast response for my questions. very good customer service
What do you dislike about the product?
still not fully experienced with the system as my team only started using it few weeks ago
What problems is the product solving and how is that benefiting you?
easier reporting
Quick customer service and good follow-up
What do you like best about the product?
When I sent in a question/request, they actually responded -- and quickly, at that!
What do you dislike about the product?
Some features on their most recent interface update are taking some getting used to, but they're still working on making changes and improvements.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us organize requests that come in for our business and it has great customizable methods of organization.
Freshdesk Usage
What do you like best about the product?
1. Easy Usage
2. Great Support
3. Clean Design
2. Great Support
3. Clean Design
What do you dislike about the product?
1. Issue with costumizing according to our needs
What problems is the product solving and how is that benefiting you?
Customer Tickets for problems
1. System is in order
2. easy to track orders
1. System is in order
2. easy to track orders
Simple to use
What do you like best about the product?
Took us about a week to setup, good integration to SalesForce and our email (Google) system
What do you dislike about the product?
We use Google Phone system, and our missed calls are sent to our support email. We haven't tested everything yet, but it seems to be an issue with playing back the Voice Mail. We just don't know where to look i guess
What problems is the product solving and how is that benefiting you?
Copy and Paste of images into body of email when we reply. Email trace of support request. Account Integration with SalesForce
Recommendations to others considering the product:
The email integration (replies, assign emails to others) and pasting an image in the body of the reply is great! You can actually change the email owner (main contact) when you merge two tickets together.
Good, and getting better.
What do you like best about the product?
I like that feedback we deliver is considered for the future. Freshdesk offers great support for their product. It handles nearly everything we want to do for a fairly affordable price.
What do you dislike about the product?
Their iPhone and Android app can be frustrating at times. Our support team is primarily mobile and the phone app is something we use on a very regular basis. Sometimes it doesn't work how you expect it to, or just acts a bit buggy. You also can only add 1 work phone number per contact. Our clients often have 5-10 numbers they will call us from and 4 out of 5 times we don't know who is calling us because we can't link more than 1 phone number to an individual.
What problems is the product solving and how is that benefiting you?
We've been able to provide excellent support to our clients while getting good metrics on what kind of support we are providing as well as the most common issues. This allows us to address those common issues in a different way, like adding an article or video to the Solutions page to direct customers with the same question to help themselves, relieving our agents to handle the more fragmented issues.
Very fast Support response
What do you like best about the product?
The support team of Freshdesk, fix the my issue in minutes.
What do you dislike about the product?
I'm a early user of Freshdesk, I don't have time to find any issue.
What problems is the product solving and how is that benefiting you?
From enrollment to "having ticketing for our support" in less than an hour.
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