Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Support
What do you like best about the product?
How fast the support is, how friendly the support is.
What do you dislike about the product?
There is nothing wrong with freshdesk, nothing bad too say
What problems is the product solving and how is that benefiting you?
Just started
Great Support and Product
What do you like best about the product?
Freshdesk is a great help desk program. I like that it is cloud based and is flexible to our needs.
What do you dislike about the product?
I do not have many dislikes. I would like to see the ability to add more than one company to a customer, but outside of that it is perfectly suited to our needs.
What problems is the product solving and how is that benefiting you?
Consolidates our ticketing and knowledge base in one place and is easy for our customers to reach us and help themselves.
Great CRM platform, professional look and professional quality
What do you like best about the product?
Lots of customizability, which allows us to use Freshdesk to fit our needs, rather than fitting ourselves into a cookie-cutter CRM platform
What do you dislike about the product?
Converting calls into tickets is tough since we convert EVERY contact into a ticket.
What problems is the product solving and how is that benefiting you?
Great data analytics
Great
What do you like best about the product?
the clean, minimal UI, ability to chat with team members on specific tickets.
What do you dislike about the product?
some key features that should be frojt and center are hard to find or embedded below other settings
What problems is the product solving and how is that benefiting you?
trying to keep track of response times and realize the benefit of having custom tags!
use cases: tech support and travel industry
What do you like best about the product?
how flexible the team is to adjust things for your case.
how you can adjust almost any notification (still working on removing the "almost").
how you can adjust almost any notification (still working on removing the "almost").
What do you dislike about the product?
some decisions FD has made only thinking on some use cases, leaving no room to adjust to more cases.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
we are working with dev team to fix this, but sometimes is hard bc the solution involve to many chances.
What problems is the product solving and how is that benefiting you?
team work. security against mistakes. lower response time.
speed up agent work.
reporting
speed up agent work.
reporting
Recommendations to others considering the product:
ask for an account manager. and escalate your concern to him.
he'll be helpful
he'll be helpful
Needs work
What do you like best about the product?
Chat support
What do you dislike about the product?
There is always a bug. As soon as something is fixed, something else goes wrong. It takes several weeks for bugs to be fixed.
What problems is the product solving and how is that benefiting you?
We are able to review our ticket trends and volumes
Great bang for your buck
What do you like best about the product?
Freshdesk is easy to learn and the mobile app makes it easy to respond to inquires "on the go".
What do you dislike about the product?
The helpdesk site will go down 1% of the time, but is usually back up in little to no-time.
What problems is the product solving and how is that benefiting you?
We're able to log and track issues easily. Its has been critical for our business and allowing multiple agents to use monitor incoming inquiries.
Recommendations to others considering the product:
I would advise users to try the product out and to reach out to their company if you have any questions. From experience, companies are very willing to talk to you if you have a genuine interest in what they do and what they can offer.
Flexible and growing helpdesk solution
What do you like best about the product?
Very flexible. Continuous updates. Easy to install and begin using it, but with lot of features if you want to go deep and connect with other apps. For example we use our internal authentication system (Active directory) to authenticate our users into freshdesk and allow them.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
The new Mint experience is up to date with the recent web based technologies, very fast and scale very well on mobile devices.
What do you dislike about the product?
Integration with Skype for business and onedrive for business are missing.
Ability to export the knowledge base is missing.
Ability to export the knowledge base is missing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for our users.
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Before we didn't have any ticketing system so it helped a lot of centralize all our support requests in a unique place. Also, we use all the experience coming from solving our issues to create reports for our internal departments and to write documentation available in the knowledge base on the portal
Recommendations to others considering the product:
Freshdesk is the right choice, easy to use and fully customizable.
Good Helpdesk Software
What do you like best about the product?
Good value for money, fair invoicing policy (if you add an agent in the middle of the month you don't have to pay for the whole month).
What do you dislike about the product?
As far as I know one needs to pay with credit card (or at least I don't see an option to change that) - other options would be more convenient for us.
If there is an issue it sometimes takes a while till it is solved.
If there is an issue it sometimes takes a while till it is solved.
What problems is the product solving and how is that benefiting you?
We use Freshdesk with two different products. We answer our customer's emails and tweets and solve tickets (also received by email).
Nice application for start ups
What do you like best about the product?
Its a good appliacation which can used for start ups for ticketing requirements
What do you dislike about the product?
Cost can be reduced , its quiet expensive , especially the cost of phone calls overseas
What problems is the product solving and how is that benefiting you?
We are using it for movie distribution worldwide
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