Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Easy to use tools and GREAT customer service
What do you like best about the product?
Easy to pull reports and customization. I love the canned response tool as well as the solutions tab. Our company uses both of these to help train new hires and keep the staff up to date on new product.
What do you dislike about the product?
Can sometimes run a bit slow, or tickets remain 'open' even once they've been handled, but issue is eventually fixed once reported. Also, when searching for a specific canned response or solution with a keyword, the article or response does not always populate with the keywords entered.
What problems is the product solving and how is that benefiting you?
We're able to follow agent activity easily and can resolve scheduling issues accordingly using the information provided
Recommendations to others considering the product:
Take the time to go through everything it has to offer. Some admin reports or tools may be a bit technical, however they're very beneficial if implemented correctly.
Allows teams to collaborate and track KPI's efficiently
What do you like best about the product?
I like that I can leave notes, respond, make canned messages, and track client satisfaction easily. I was able to use Freshdesk with little to no training, and the updated UI/UX has only made that better.
What do you dislike about the product?
I wish that blocked messages would not be tracked in KPI's as they are blocked for a reason. Also, the help center, where you create articles is not very attractive.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to connect with our client, support them, and make sure we are accountable for the SLA's that we promise.
Fully Featured Support Platform With Great Support
What do you like best about the product?
The support is always friendly, helpful, and patient. And when you have a platform as ambitious and progressive as FreshDesk, things change, and questions come up. So having that support is key.
What do you dislike about the product?
The recent login issues with the change to FreshWorks have been tough. Trying to login to both FreshSales and FreshDesk have seen some growing pains.
What problems is the product solving and how is that benefiting you?
This platform runs our ticketing system and interactions with our clients, which is not something we take lightly. We need a fully featured and capable platform and FreshDesk delivers!
Recommendations to others considering the product:
Learn how to set it up properly with integrations and custom fields before using. Build in time to setup and train your staff.
Solid support portal, with room for improvement
What do you like best about the product?
The system is reliable and we have had very few issues with it working as it is intended to.
What do you dislike about the product?
There are some limitations that the support team simply hasn't fixed in a long time. Any time we have asked about specific features that do not currently exist, it seems pretty clear that Freshdesk has no intention of making updates based on customer feedback. For example, changing the background color of live chat for different products so our agent knows which type of customer is writing in- the Freshdesk team just said that they can't do it. It seems like a feature that would be helpful for many people, so you'd think they would put it in a development queue.
What problems is the product solving and how is that benefiting you?
Customer service. We have been able to utilize Freshdesk as an email support channel for our customers, as well as FAQ.
Recommendations to others considering the product:
I do recommend it, but be aware that there may be some features that aren't included!
Not new to help desk software
What do you like best about the product?
The simply integration of my email and canned responses is saving my team a ton of time.
What do you dislike about the product?
I would have loved a 60-90 minute setup call rather than chatting in over and over.
What problems is the product solving and how is that benefiting you?
We are solving having multiple people on one email inbox. They now can collaborate and sew what each other is working on.
Easy to use with great support
What do you like best about the product?
Easy to train new employees on the workflow in the GUI.
What do you dislike about the product?
Setting up rules can be difficult and confusing at times. It took a long time for us to get used to it and make them work properly.
What problems is the product solving and how is that benefiting you?
It makes it easy for us to go to one spot to handle all customers from our many channels.
Recommendations to others considering the product:
Having a person who understands ticket systems is important as an Admin. Without a confident admin setting up freshdesk can be difficult.
Exceptional Technical Support Team
What do you like best about the product?
The approach of various members within the Technical Support Team to make sure that issues are resolved with a prompt approach in a solution.
What do you dislike about the product?
There could be some advance admin options that allow bulk management of tickets and cases rather than relying on setting up Supervisor rules.
What problems is the product solving and how is that benefiting you?
Channelling our customer issues in one area but also providing them with a front end knowledge base to self serve better.
Recommendations to others considering the product:
Greater advance options within the Admin area to enable greater management of tickets.
Allowing a more adaptable stylesheet.
Allowing a more adaptable stylesheet.
Just an all round good system
What do you like best about the product?
Its good because the ability of Dispatch'r and automations mean that we can actually halve our workload. Makes things in the office much easier
What do you dislike about the product?
The search facility for emails can be clunky sometimes. It needs to be a bit more patient sometimes when you are typing in the information
What problems is the product solving and how is that benefiting you?
The ability of customers who are on previous versions of the application we are able to make sure that already the level of automation to get them to upgrade is much easier. Half of the tiem the issues of the customer end up being fixed by this automation
Recommendations to others considering the product:
I assume that the setup will take sometime from the start - however the support team everytime I have had to use them I have had no issues with. It is a bespoke system that lets us all do exactly what we need to and the reporting makes things much easier at the end of the month
Sleek but Flawed
What do you like best about the product?
Very easy to learn and use, nice sleek, appearance.
What do you dislike about the product?
Features are lacking. We need different portals for different groups (Not different products).
What problems is the product solving and how is that benefiting you?
Library problems. It's nice to have older tickets on hand to reference and the capability to access recommended solutions.
Recommendations to others considering the product:
Make sure it has all the features you need, for our purposes it's a bit lacking.
Freshdesk has been amazing to work with
What do you like best about the product?
Automation and workflows are easy to set up
What do you dislike about the product?
Making changes after initial setup can sometimes be a challenge and the data stored can be lost if the wrong change is made
What problems is the product solving and how is that benefiting you?
Great reporting leads to better management and staffing decisions
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