Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to use and customer service is very responsive
What do you like best about the product?
The layout of Freshdesk. It is very easy to use and keeps all of our tickets and emails organized.
What do you dislike about the product?
Sometimes when you click on unresolved tickets, it appears blank even though there are actually tickets that are open.
What problems is the product solving and how is that benefiting you?
We use it as our customer service ticketing system, which allows us to easily sort through customer inquiries and respond in a timely manner.
The Solution to Managing Customer Help Inquiries in the Most Effective Way Possible!
What do you like best about the product?
The ability to assign and sort our customer help tickets by group.
What do you dislike about the product?
The global search parameters aren't robust enough. Should be able to search by date range.
What problems is the product solving and how is that benefiting you?
Freshdesk has been our answer to an unorganized and stressful system of handling customer help inquiries on a per employee basis. With Freshdesk, our Help Desk is completely synchronized between employees. We have eliminated duplication of effort on our end and are better able to service our customers in a much more efficient and professional manner.
Recommendations to others considering the product:
Do yourself a favor and try Freshdesk. We did and are pleasantly surprised!
Freshworks Review
What do you like best about the product?
1. Configuration is fairly user-friendly and transparent
2. Native features are also pretty good
3. Support is easily accessible from within the admin panel
4. Nice native CSAT feature
5. Knowledge-Base feature is also decent
2. Native features are also pretty good
3. Support is easily accessible from within the admin panel
4. Nice native CSAT feature
5. Knowledge-Base feature is also decent
What do you dislike about the product?
1. Live Chat is becoming a separate product with separate pricing
2. No native support for creating new tickets when answering a closed one - needs to be set up though a complicated API -webhook interaction
3. Forum has limited functionality for purposes outside of support
4. No customizeable keyboard shortcuts.
2. No native support for creating new tickets when answering a closed one - needs to be set up though a complicated API -webhook interaction
3. Forum has limited functionality for purposes outside of support
4. No customizeable keyboard shortcuts.
What problems is the product solving and how is that benefiting you?
Serves it's purpose - keeps support requests organized, has the most important functionalities. Ticket system and livechat work as advertised.
Recommendations to others considering the product:
I strongly recommend reading through the documentation and trying the free trial, answers a lot of questions. If not - you get chat support throughout your trial so you get most of the things you want to know answered.
Freshdesk is easy and intuitive.
What do you like best about the product?
It's simple and intuitive and can easily be taught to new hires.
What do you dislike about the product?
Some settings can be confusing and not exactly what we need but we've worked around it.
What problems is the product solving and how is that benefiting you?
We are constantly decreasing our resolution time and the reporting on Freshdesk has made it so simple to track that.
excellent way to handle problems
What do you like best about the product?
The prompt service and reply from your people, they actually help properly step to step and serve the solution in the simplest and best possible way. The ticket management system is the best which helps us to keep the work lead monitoring proper
What do you dislike about the product?
Nothing as such to dislike about the service and the problem i had was sought properly and in the right way. The thing i dislike the most was when i created new agent id`s and was not able to login from them those 2 days my work suffered.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to Keep track of customer conversations by converting them into tickets, and
converting all incoming emails into tickets. Then prioritize, categorize and assign them to the right people.
converting all incoming emails into tickets. Then prioritize, categorize and assign them to the right people.
Recommendations to others considering the product:
Yes
Great Service
What do you like best about the product?
The response time is unbelievable quick. Roshni, was so helpful and patient with all the questions I had. Was a pleasant experience.
What do you dislike about the product?
It can be a bit complicated to use at times. I'm not always entirely sure what things stand for (e.g FCR).
What problems is the product solving and how is that benefiting you?
How to integrate surveys into Freshdesk.
Great new help desk system.
What do you like best about the product?
The support and getting a live agent on the phone.
What do you dislike about the product?
Support has been great! I don't have any issues yet.
What problems is the product solving and how is that benefiting you?
Auto reply e-mail when a new user sets there account with fresh desk.
Recommendations to others considering the product:
Need help with data base conversion before switching over.
Simple Support Tool
What do you like best about the product?
It is quite a simple tool with a quick interface. Ticket fields are easy to create and customize
What do you dislike about the product?
Lacks robustness of reporting.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
When you have many fields, they're pretty clunky. My ticket fields are often longer in sidebar than my tickets.
The KB area UI could use some work.
What problems is the product solving and how is that benefiting you?
We can accept support tickets.
Affordable and intuitive customer support tool
What do you like best about the product?
Very easy to use tool. Have almost every features we need built-in the tool. They also listen to our requests and develop the extra plug-in to meet our needs. The Marketplace offer rich apps integrate with Freshdesk which is also a plus. Oh did I mention about their superb customer service? I am so happy with their knowledgeable and friendly agents who always reply to my tickets quickly with great solution.
What do you dislike about the product?
I cannot think of anything I dislike about Freshdesk. It is a question that I have no answer for.
What problems is the product solving and how is that benefiting you?
We are a software company so we use Freshdesk to receive, organize, prioritize, assign resources to own support requests from our customer. It helps us to have bird eye views to see big picture as well as details view of each tickets in a couple clicks. Moreover, the built in knowledge base bases on our customer's questions to suggest matching topics which helps them do self service and save us a lot of time.
My Experience With Freshdesk is amazing
What do you like best about the product?
The Quality of the support, faster answers, and their team help me out with my issue really easy. I found a issue in they email servers and just few clics my problem is gone, i love it.
What do you dislike about the product?
Nothing that i dislike at this time, i think they are doing great, my latest issue was solved in less of 24 hours, i think the most important thing is to be in time for our problems.
What problems is the product solving and how is that benefiting you?
Well my last problem was Mail Sending issue from freshdesk to my self domain Rivela.cl, and the benefits are to use they helpdesk for us. Today we make a support to my customers with Freshdesk thanks to the support team.
Recommendations to others considering the product:
I was working with Freshdesk in other company and right now i consider to share Freshdesk to another companies with im working with.
showing 2,591 - 2,600