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.
Solid Product, Severely Lacking Support
What do you like best about the product?
Out of the box, FreshDesk is easily setup and implemented in a very short time frame. In just a few hours we had transitioned all of our traditional email support channels over to FreshDesk. The product excels nearly everywhere you'd like it to. Integration into their other suites is a plus, see the "dislike," area.
What do you dislike about the product?
FreshDesk (and the rest of FreshWorks) has absolutely awful sales and technical support departments. I was transferred 4 times during an online chat session, multiple times with no notice. I am presently 1 week deep into a fiasco with SSO implementation which I was told was adequately supported in PRESALES (which it took nearly 3 days just to get a sales rep to follow up to our inquiry), subsequently would take a workaround that they would implement "by tomorrow," 6 days ago. Their cross product integration, the reason we actually chose FW over any other product suite, leaves quite a bit to be desired. Presently it's half baked, at best.
What problems is the product solving and how is that benefiting you?
Customer support has been significantly streamlined, allowing individuals to know who is handling which particular inquiries and the subsequent status of them.
Recommendations to others considering the product:
Utilize the trial feature. Run through absolutely every portion of implementation that is important to you - don't assume that because you have a positive experience in one area, that you can expect that through out the entire product.
Awsome Tool to analyse tickets
What do you like best about the product?
We are using this app to analyse the tickets created. It is simply just awesome tool. I really liked it.
What do you dislike about the product?
API key limit is the problem while fetching the data.
What problems is the product solving and how is that benefiting you?
power bi
Completed helpdesk ticket system and good support
What do you like best about the product?
Completed features and good support with fast respond.
What do you dislike about the product?
Agent need to access freshwork page before can access to agent account.
What problems is the product solving and how is that benefiting you?
Easy to manage and follow up status of ticket.
Good work experience
What do you like best about the product?
sorting of tickets and management of the latter
What do you dislike about the product?
the latency times on the platform are sometimes annoying
What problems is the product solving and how is that benefiting you?
save
Just works!
What do you like best about the product?
Very simple to use (much easier than ZenDesk). The SSO setup was easy to code.
What do you dislike about the product?
When SSO is setup, the 'normal' login for agents is a hidden URL, which is weird.
What problems is the product solving and how is that benefiting you?
We are using FreshDesk to solve two needs. We put all of our product documentation in Fresh Desk. And we are using it as our customer support portal. Our customers really like the experience (more so than other tools we have used), and they like that they can find documentation in the same place.
Efficient -> Fast and good quality
What do you like best about the product?
The quick answers and the fact that they solved the problem in less than 2 hours
What do you dislike about the product?
I dont like having problem with freshdesk because its a big part of the business
What problems is the product solving and how is that benefiting you?
I couldnt answer my tickets which is very bad for the company so i hoped freshdesk would support me and solve the problem quickly which they did
Recommendations to others considering the product:
Havent got any problem so far and it met our requirements.
Great platform with excellent customer service
What do you like best about the product?
It’s simple but customisable and it has a mobile app 😀
What do you dislike about the product?
sometimes slow when click reply or close
What problems is the product solving and how is that benefiting you?
We use freshdesk to allow tenants to report maintenance issues in houses we manage, instead of using something off the shelf we chose freshdesk due to its ability to be customised, sms feature for future and “search for an answer” feature.
We love it!
We love it!
Quite satisfactory
What do you like best about the product?
Reports and analytics are the best part of Freshdesk.
What do you dislike about the product?
Navigation is a bit difficult in Freshdesk.
What problems is the product solving and how is that benefiting you?
We have our Customer Helpdesk configured in Freshdesk.
Great customer service
What do you like best about the product?
Easy and self explanatory software. Customer care resolved locked account issue quickly after I send them email.
What do you dislike about the product?
It was frustrating to get locked out of account for almost 4 hours with no instructions to proceed.
What problems is the product solving and how is that benefiting you?
Use it to create service tickets.
Recommendations to others considering the product:
When an account is locked there should be an option enabled for Administrator to unlock account or in locked account message include how to proceed to get it fixed.
Great service!
What do you like best about the product?
Fast response time to my question and showed me where I was missing the feature.
What do you dislike about the product?
So far, there isn't much to dislike with the new update. I would like the ability to change the layout color.
What problems is the product solving and how is that benefiting you?
A central place for all of our customer interactions with a knowledge base and apps like Jira.
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