Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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User-friendly and great support
What do you like best about the product?
Freshdesk helps us provide timely support for our customers according to a priority level of their choosing, and their chat support is always fast and helpful!
What do you dislike about the product?
When I forward a ticket to someone else in our customer's organization, I wish the link to see the full ticket thread were automatically included in the forward, the way that it is in the replies.
What problems is the product solving and how is that benefiting you?
Freshdesk gives our customers an easy way to request and receive support.
I've used Freshdesk from both sides, and it remains my favourite helpdesk solution
What do you like best about the product?
It's best features are it's integration capabilities and the level of customisation.
What do you dislike about the product?
It can be difficult to optimise across multiple support teams, but that's more of a problem with implementation rather than the product.
What problems is the product solving and how is that benefiting you?
It's being used for internal and external customer support and tracking SLAs.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
With it my team has improved communication and response times, as well as building up a valuable collection of data for future analysis.
Recommendations to others considering the product:
Over the last 25 years in the IT industry, I'm happy to say that I've found Freshdesk to be the most capable, reasonably priced and well supported helpdesk tool out there.
Great support
What do you like best about the product?
The response time is great and the quality of it is even better.
What do you dislike about the product?
The code editor can be so much better. Sometimes I have to reload the page to continue using it.
What problems is the product solving and how is that benefiting you?
IT Services Operations. It helps us to manage tickets and request in a better way.
Excelente support
What do you like best about the product?
Very friendly and excellent support. We only had 1 problem yesterday, and we received immediate support.
What do you dislike about the product?
Upon now, everything has been very good with the service received. No comments.
What problems is the product solving and how is that benefiting you?
Organize clients requirements and assign responsibilities to our agents.
Excellent service
What do you like best about the product?
Support is always available and has quick turnaround
What do you dislike about the product?
Nothing important to mention here - overall happy
What problems is the product solving and how is that benefiting you?
Better support to our customers
Good ticketing software
What do you like best about the product?
The possibility to create a ticket, take care of all the request of our clients all in the same, easy and intuitive platform.
What do you dislike about the product?
The view of all the tickets we have, sometimes it is a little confusing.
What problems is the product solving and how is that benefiting you?
The customer service ticketing for our client's needs.
Recommendations to others considering the product:
It's easy to set and it's a good way to tracking all the needs of your client
A great helpdesk solution
What do you like best about the product?
Freshdesk is simple to set up, the interface is easy to navigate around and the support (if and when you need it) is available quickly.
What do you dislike about the product?
The only part I dislike is that it creates "customer accounts" for you when somebody emails.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
It'd be good if we could have the ability to restrict customer accounts to stop any unauthorised people from emailing the helpdesk.
What problems is the product solving and how is that benefiting you?
The ability to log an IT problem, which will be picked up by myself or another support agent.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
We also use the "Solutions" section to upload guides so that Staff can view, download and follow instructions to fix the issue themselves.
Satisfied with the services and features provided by Freshdesk.
What do you like best about the product?
Using Freshdesk for the last 5 years provides features that are not available with Gmail or Outlook, and we are getting all of them here.
What do you dislike about the product?
Reports are being generated the next day, but they should be generated hourly, or at least one report should be available at the end of the day.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
The search field should be more accurate or have an advanced search option.
The entire UI looks childish, so you should work on improving it.
What problems is the product solving and how is that benefiting you?
Distribute emails to agents equally and then check the performance. Sort the emails according to the query raised and then finalize the key areas to work upon. With ticket IDs, it is easy to track a case.
Very happy experience
What do you like best about the product?
Customer service was really good for the job tell
What do you dislike about the product?
Nothing at all to say bad about the service
What problems is the product solving and how is that benefiting you?
Ordering
I found it easier to set up and stuff going then Zendesk
What do you like best about the product?
It was easier to set up and has a good feature set.
What do you dislike about the product?
Portal customization should have a WYSIWYG editor.
What problems is the product solving and how is that benefiting you?
We run a plumbing service company. We use it to track incoming customer requests. So we don’t forget about them and handle them in an organized way.
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