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.
We use freshdesk to handle our customer demands, contact suppliers and other service providers.
What do you like best about the product?
The design is pretty sober and i can agglomerate the data I need rather quickly. Whenn somethiong does not work as supposed for me, customer service helps me out promptly via chat.
What do you dislike about the product?
I think I could use some more detailed information on unresolved tickets at a certain times, for example my backlog at 5pm on friday. Analyzing the productivity of an agent could nbne easier, as well. The exports are pretty complete, but not user friendly enough.
What problems is the product solving and how is that benefiting you?
I can channel the customer demands, guarantee tracability and dispatch work efficiently between employees and external service providers.
Freshdesk
What do you like best about the product?
The support system is super hel[ful, even while I am on the sprout plan
What do you dislike about the product?
i don't have access to as much data as i would like
What problems is the product solving and how is that benefiting you?
Support services
Recommendations to others considering the product:
Great tool
Simple. Smart.
What do you like best about the product?
Easy working with Tickets, Customer Relations and a good Tool to focus on resolving Tickets. One of the best Tools for smaller Companys!
What do you dislike about the product?
Right now, I did not know anything special what I do dislike, well sometimes there are to many clicks to put the the Ticket into the right Team and Priority.
What problems is the product solving and how is that benefiting you?
Task and Tickets, we have no other Tool for this and this help us growing and building an good infrastructure
Freshdesk usage review
What do you like best about the product?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
What do you dislike about the product?
less control for developers to customize it.
Limited development tools.
e.g. can only use jQuery
Limited development tools.
e.g. can only use jQuery
What problems is the product solving and how is that benefiting you?
easy solutions
Easy sorting
Easy clearance of tickets
More organized
Easy sorting
Easy clearance of tickets
More organized
Really good services and amazing support!
What do you like best about the product?
The Knowledge base is really complete and the support is really quick and eficient.
What do you dislike about the product?
Some of the things I wanted to do in their system weren't possible to do. It would be interesting to know that they'll take this need in consideration for the future.
What problems is the product solving and how is that benefiting you?
All the client support is integrated in Freshdesk making it easy to solve the client's requests.
Recommendations to others considering the product:
Good tool for Costumer Support. Easy to use and it has all needed for the job.
Very Useful Tool
What do you like best about the product?
My experience has been that the app is very fast to use; I can fire off responses to tickets and navigate very quickly. Also, my experience with customer support has been remarkable - I got a real person right away!
What do you dislike about the product?
There is a global search for the whole platform and then customizable filters on each page, but it's frustrating that the global search doesn't appear on each page. For example, I really want there to be a search on the Customers page, not just the global site!
What problems is the product solving and how is that benefiting you?
We're trying to make it easy for customers to create feature requests and interact with us so we can better understand their needs. We've already added features to our software which came from Freshdesk tickets.
Recommendations to others considering the product:
When purchasing, expect to go at least to the "Garden" level to get sufficient customizability.
Well functioning app. Some tweaks still need to be done to suit all needs of ours.
What do you like best about the product?
Works on all devices and simple to assign chats to different people. Clean and nice interface. Sufficient functions.
What do you dislike about the product?
Bot could be more smarter to make the conversation with the customer better. Support (freshdesk) would be nice to have as FAQ and not needed to write them again. More clearer tips on how to access your backend to enable the chat to our web app.
What problems is the product solving and how is that benefiting you?
Easier support and sales possibilities. Our main focus is to bring leads to FreshSales.
A great product that has helped our IT Department tremendously!
What do you like best about the product?
- Gmail plug in so our employees can use single sign on
- Ease of use for our IT Department.
- Reporting features
- Ease of use for our IT Department.
- Reporting features
What do you dislike about the product?
- Nothing that I can find as of now. All needs are being met.
What problems is the product solving and how is that benefiting you?
- Ticketing system for IT Department
- Change order request for system changes
- Contract tracking
- Change order request for system changes
- Contract tracking
Fantastic Support Queue Product!
What do you like best about the product?
Ease in connecting with their support team, for any questions that we have.
Dispatcher capabilities as an admin to manage the flow of tickets
Dispatcher capabilities as an admin to manage the flow of tickets
What do you dislike about the product?
I do not have dislikes any at this time.
What problems is the product solving and how is that benefiting you?
We combined many avenues to connect with our client services/technical support team - and have merged all into one portal - with freshdesk - easy to use, easy to train support staff - overall, a great product!
Freshdesks helped us a lot with customer support.
What do you like best about the product?
That email and online portal ticketing is seamslessly integrated
What do you dislike about the product?
the mobile Web UI, it never seems to work OK on my android phone.
What problems is the product solving and how is that benefiting you?
Before Freshdesk we used some local server with Sugar CE, and that was far from what we needed, there were no notifications to the agents, no customer portal to see the status and interract, no automation (or we didn't set it up right) and every now and then the harddrive of the server went bad or mem and we had to do the mainenance on the HW. We really needed a hosted solution for at least not have to maintaine the soft and hardware.
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