Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
User friendly
What do you like best about the product?
Helped our company in all aspects, in terms of calculating NPS and tracking tickets in an organised way.
What do you dislike about the product?
Limitations with few products. The plan basically needs to be enhanced based on the requirement.
What problems is the product solving and how is that benefiting you?
Customer service is an integral part of any particular organisation. Freshdesk has benifited us handling that bit seamlessly.
Helpful tool to organize issues with customers
What do you like best about the product?
I really lilke how i can filter certain tickets based on sitautions and customers. At my company we get alot of issues and questions coming in from clients, so its important if i need to find something asap i am able to do so. Its also nice that there are so many things you can integrate into freshdesk, like salesforce or JIRA. that is very helpful to our team.
What do you dislike about the product?
There is not much I dislike about freshdesk. I have been using it for 4 months and have found it extremely helpful.
What problems is the product solving and how is that benefiting you?
Organizing what issues our company faces and categorizing those using trackers. this helps us see the percentage of issues a certain client has. we use reprots to see this as well
Recommendations to others considering the product:
none, its great
Fast but needs more features
What do you like best about the product?
It's a very fast system and has some excellent features, although there are several missing features that would be very useful.
What do you dislike about the product?
Some navigation paths are annoying such as not being able to go to a customer (company) detail page from the customer's contacts list. Limited reporting (for example, can only report on issues, not companies or users). The API is very poor - I used to create custom dashboards by writing PHP scripts to extract the details we needed from TeamSupport. I can't replicate any of those pages with FreshDesk. Just look at the TeamSupport API page and you'll see what I mean.
What problems is the product solving and how is that benefiting you?
Using it as a help desk for a support team across two locations to help and support customers using our software packages.
Recommendations to others considering the product:
Do your reasearch and make sure the system you choose does everything you need it to. FreshDesk isn't massively customisable compared with others and the API is a let-down.
Useful tool when you cant figure out how to do something
What do you like best about the product?
Being able to click on the link, raise a request and then someone answers within a reasonable time-scale
What do you dislike about the product?
Having to wait in a que and keep checking for a reply but not usually a problem
What problems is the product solving and how is that benefiting you?
All inquiries and subsequent investigation and response to the inquirer are traceable. In addition, notes can be made to remind of details not passed onto the inquirer.
Recommendations to others considering the product:
Good tool for handling inquiries and keeping traceability
Helpdesk support URL Change in our Freshdesk portal
What do you like best about the product?
I got very good support from Freshdesk team and they did continuous follow up until complete this task.
I really appreciate their support. it is a good tools and we used our US customers
I really appreciate their support. it is a good tools and we used our US customers
What do you dislike about the product?
As of now we didn't find any issue with freshdesk tool and working with support team.
What problems is the product solving and how is that benefiting you?
We changed our company name and we requested to change freshdesk customer URL change in Freshdesk portal
Recommendations to others considering the product:
It is very good helpdesk and I am very much willing to recommend to other our clients
Very good product. Constant improvement
What do you like best about the product?
Efficient mode of communication with clients. Good computing to Zendesk with better pricepojnt
What do you dislike about the product?
Mobile version interface a bit clunky. Has improved, needs more but very usable
What problems is the product solving and how is that benefiting you?
Tracking communications and problem tickets with clients. My clients like the solutions pages.
Great system got better
What do you like best about the product?
I liked the system before the Mint update but it got even better after the update. It really helps me keep myself and helps to make the customers satisfied with my work.
What do you dislike about the product?
I can't say that there is anything that is wrong with it. The system works well.
What problems is the product solving and how is that benefiting you?
It's the best ticket tracking software I have used
Recommendations to others considering the product:
If people want to use a useful ticket tacking system that is really customize-able and easy to use then I would let them know about Freshdesk.
Freshdesk support is awsome...!
What do you like best about the product?
Support staff usually responds in short time and engages with customer providing solutions
What do you dislike about the product?
Not much,
1.may be freshdesk can add more dynamic reporting.
2.Timesheet approval system
3.Configure columns in the views.
1.may be freshdesk can add more dynamic reporting.
2.Timesheet approval system
3.Configure columns in the views.
What problems is the product solving and how is that benefiting you?
Biggest is ticket management
Timesheeet capture
Timesheeet capture
Recommendations to others considering the product:
Simplistic ticket management tool.
Always quick and accurate support
What do you like best about the product?
The speed by which answers are received is excellent. Always end up with an agent who is happy to help. I like the in-app chat on my mobile device. The overall attitude of freshdesk and their support is fun!
What do you dislike about the product?
there's not much I dislike. agents could have more training on the new interface. the app interface and functionality can benefit from a makeover.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps me organized with all the jobs I do and keep track of specific information. It also solves the question of sharing information, which with freshdesk, everyone is on the same page
Recommendations to others considering the product:
There are feature that are lacking such as searching within a customer or company, integration with password management software, plus a few minor improvements that would be convenient
Keeping Support Simple-FreshDesk Does It!
What do you like best about the product?
Setup was a breeze. No complicated back-end setup unless you wanted it to be more complex. We were up and receiving tickets in 15 minutes. Adding clients is also easy and sleek. Customization is two clicks and the functionality of the ticket is exactly what is needed. The ability to identify, accelerate and resolve issues.
What do you dislike about the product?
My only issue which is so minimal, I only mention it so I can extol the responsiveness of the FreshDesk support. The Dashboard was not refreshing tickets when their status was updated. I received a recommendation that solved the issue within a a day of submitting my issue.
What problems is the product solving and how is that benefiting you?
FreshDesk has reduced our lead engineers email in his inbox. Our junior developers handle 90% of the issues submitted and when they need to accelerate to a lead engineer, it is seamless and quick. The result is exactly what we were looking for. A support system to solve our client issues in a timely and communicative way.
showing 2,581 - 2,590