Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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so far so good
What do you like best about the product?
user interface and ability for us to connect with our customers in an easy professional manner... ie forums, announcements and knowledge base.
What do you dislike about the product?
The import was a little challenging and required help from the third party agencies
What problems is the product solving and how is that benefiting you?
We were having issues implementing multiple SLA and business rules with our previous system. FD also gave us the ability to auto-assign tickets which is very helpful.
Recommendations to others considering the product:
absolutely
Good experience
What do you like best about the product?
The extremely easy to set-up and operate interface really stands out. We, therefore, do not need to rely on our tech team for making changes. The features also enable a lot of flexibility.
What do you dislike about the product?
We faced minor challenges while auto-creating Freshdesk tickets from our customer facing site. For example, via the Freshdesk admin I can assign tickets to a group of agents, but if I create it via my system I have to assign a particular agent (I cannot assign it to a group).
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep a close eye on the customer support experience. By integrating emails, calls and chats via Freshdesk, we're able to track the customer experience across touchpoints.
Question following integration with Freshworks
What do you like best about the product?
Ease of use, ability to create agents, group agents, and create auto assignment rules.
What do you dislike about the product?
Haven't used it long enough to dislike anything yet.
What problems is the product solving and how is that benefiting you?
Were looking for a replacement help desk solution due to our previous one dropping requests.
Great Support Desk!
What do you like best about the product?
I love the usability. I am able to role out agent access to my team, and other departments and train them on how to use FreshDesk in very little turn around time.
What do you dislike about the product?
The things I dislike are addressed in the other versions of FreshDesk. We are using Sprout. Unfortunately our budget will not currently allow for an upgrade.
What problems is the product solving and how is that benefiting you?
Business issues that are getting resolved range greatly, from a customer not being able to log into our site, to an Engineering and Development issue that is escalated to our offshore team where the issue may be addressed in a following release of out software.
A super cool support desk in a few clicks
What do you like best about the product?
The fast and seamless setup.
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
The free sprout, affordable range from blossom to forest pricing plans.
A handful of features which are co-created with industry experience.
Very responsive support.
An array of new features coming in.
Billing in home currency (INR).
What do you dislike about the product?
No support to have multiple ticket layouts for different issue categories.
What problems is the product solving and how is that benefiting you?
Have an online platform for users to raise problems and concerns to us.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Have a business rules-driven solution gateway to ensure timely response to customers.
Have ready to use data, real time.
Setup a simple system for our solution gateway.
Recommendations to others considering the product:
Strongly recommend this to any business looking to set up a real-time help desk, in a few hours!
Pleasant support system
What do you like best about the product?
Pleasant, modern and user-friendly system to interact with my customers.
What do you dislike about the product?
The old UI used to be a bit clumsy at times, but this has improved since the 2018 redesign.
What problems is the product solving and how is that benefiting you?
Keeping track of user support requests, making sure suggestions and complaints are solved and followed up.
Best Helpdesk Software to date
What do you like best about the product?
The automations are amazing!
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
We were able to completely set ourselves up during our trial period and went live with the same account!
It is clean, easy to use and makes sense.
For the first time in almost 5 years I know exactly what is going on with my team
What do you dislike about the product?
I wish some of the things on the screen were adjustable. I use the table view and not being able to resize the columns can be a bit frustrating but not horrible
What problems is the product solving and how is that benefiting you?
We have been able to accurately track what our customers are calling about.
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
We have a better idea of all of the open help desk items in the system
Customers love using chat to talk to us!
Recommendations to others considering the product:
Go for it you will not regret it
Freshdesk Review
What do you like best about the product?
The staff are very proactive in reaching out and assisting and are always readily available.
What do you dislike about the product?
Unfortunately a lot of features are missing or somewhat complicated. Phone calls are not tracked very well, and you cannot create tickets for calls that are forwarded to mobile. All phone calls should automatically create tickets. This is what Zendesk does, and it makes tracking much easier. With Freshdesk it is nearly impossible to track your calls and gather data from them, and the reporting for phone calls is non-existant which is a huge problem.
What problems is the product solving and how is that benefiting you?
Freshdesk is quite user-friendly. Its interface is pleasant to look at, and it has quite a few good features, however it still needs some improvement.
Recommendations to others considering the product:
Make sure it meets all your needs before switching.
Great chat system
What do you like best about the product?
I like that my customers can contact us quickly and we can help them instantly
What do you dislike about the product?
I dislike that there isn’t a way to set up a canned response for an incoming chat
What problems is the product solving and how is that benefiting you?
We are helping our customers with smaller issues more quickly than before
Great Ticket System
What do you like best about the product?
The new interface is far better than the original - the choice of table or card view make the tickets more clear and easier to scan. The table view has column choices, and both views have an expanded filter menu. It's much easier to navigate and find what I'm looking for, especially when I'm looking back to tickets months ago. The individual ticket view is more clear and simpler to use. I love being able to add private notes for time tracking. I also love the search function to find tickets that pertain to certain issues.
What do you dislike about the product?
When I would send an email to a customer, it would show up that the customer sent the email. I also dislike that there is no way to save an email draft longer than a few hours.
What problems is the product solving and how is that benefiting you?
Tracking customer service requests and issues. The private notes provide documentation that I use for invoicing. Suggestion: having your ticket system integrate with an invoicing solution like www.waveapps.com would be really helpful. I understand other systems do this (https://www.getharvest.com/integrations), and it would be a great help. Wave is a top-notch free accounting software program that is well respected and has great reviews.
Recommendations to others considering the product:
Great improvement in the new GUI. We were considering moving to another software, but after the new improvements, we are definitely staying with Freshdesk! Love it!
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