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.
Superb so far, only a week into live usage
What do you like best about the product?
Intuitive interface, very easy to use with no training, clean and tidy layout. Support response is quick and really helpful. Levels of user is a great idea too so staff can have access without being a full time agent, although we are still using the free version at present, I'm sure we will upgrade once we are utilising it fully.
What do you dislike about the product?
Not much yet, have had a bug with a company being deleted, but have been offered a workaround to close it. It would be nice to be able to turn off auto emails when you create a ticket manually and leave them on for incoming emails for clients, but this may be an upgrade option?
What problems is the product solving and how is that benefiting you?
We were using an email folder for our support and using Outlook categories to assign issues and manually sending a generic response, as well as tracking issues in Trello, which was very time consuming. We now have to simply allocate the issue to a user and our users are already tracking their issues using the Portal, meaning we've added to our customers positive experience too.
Recommendations to others considering the product:
You can do a full free evaluation, no trial period, so you can get a good feel for how it works knowing what you would get when you go live. Great to test all the functionality in the 1st package.
Freskdesk - good for tickets, bad for searching
What do you like best about the product?
The ticketing system is easy to use, the gameification features work well, canned responses and automation all help ticket management. The support staff for Freshdesk are helpful and friendly.
What do you dislike about the product?
The ticket searching can be completely terrible with it occasionally unable to find live tickets which are clearly visible in open queues.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us get on top of our customer support and enabled us to track problems while keeping the customer aware of how their issues were progressing
we are very satisfied
What do you like best about the product?
all-in-one communication, process automation, templates, reporting to monitor service quality, SLA setting capability, integrated phone, chat, social networks and many more
What do you dislike about the product?
customer portal, missing a better selection of templates for the portal, missing better integration with Freshsales, freshchat.
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
E.g. In Freshsales, we see Freshdesk tickets only at the contact level and not at the Accounts level. I can not add an attachment to the Freshdesk ticket created in Freshsales
What problems is the product solving and how is that benefiting you?
through Freshdesk we solve all customer support for our clients. The advantage is that all communication with our clients is in one place and a number of processes can be automated
FreshDesk - Handy Support tool
What do you like best about the product?
The User Experience. I've used FD in the past for over 3 years and the User experience is pretty straightforward. Navigation is quite simple alongside other features.
What do you dislike about the product?
The reporting is still an unclear area fro FD I guess. The reports are buggy most of the times and not accurate.
What problems is the product solving and how is that benefiting you?
Manage Support single-handed.
Easy to use, not the most reliable
What do you like best about the product?
Ease of use, format, canned responses, reports
What do you dislike about the product?
Emails out of order even when sorted, bugs in the software
What problems is the product solving and how is that benefiting you?
Trending topics
So Fresh and So Desky
What do you like best about the product?
The interface is just nice. It's simple, clean, it works. Also, their support reaches back very quickly and is super helpful.
What do you dislike about the product?
So far, I don't have anything that I dislike.
What problems is the product solving and how is that benefiting you?
It's easy to get bombarded with client requests and lose track of them. With something like Freshdesk I can keep them in order.
Very Satisfied
What do you like best about the product?
I have no complaints with this service. Very satisfied with the support received.
What do you dislike about the product?
I am satisfied with this service. I have no complaints.
What problems is the product solving and how is that benefiting you?
Smooth transition, great display.
Great and quick customer service!
What do you like best about the product?
Reported many bugs with the new freshdesk Mint Experience and all the support agents were great! They showed me step by step how to correct or implemented the fixes in a week or less!
What do you dislike about the product?
The color scheme of the Mint Experience is a little subtle. Perhaps allow customization with colors and themes.
What problems is the product solving and how is that benefiting you?
Global Security Operations
Excellent product
What do you like best about the product?
All the featurer3s it is very robust and scalable
What do you dislike about the product?
None in specific. I l8ke the product very much
What problems is the product solving and how is that benefiting you?
Helpdesk ticketsm
We can breath again
What do you like best about the product?
This is so easy to use. There is a lot of functionnality, like the chat, the survey, the eamailing... We can also have the phone directly connected to Freshdesk and it create a ticket automaticly, really good for the stat. Also there is a lot of application (addon) that you can put in to improve your performance and make it more comfortable. For us we needed to keep to work with Cisco for the phone, and we can implement this solution to have a tiket created automaticly when an agent answer. So we can have some real statistics.
What do you dislike about the product?
Maybe we can say that the reporting section is a little bit light and we can't ask everything we need to be really performant. But, if you need the basics, this is ok.
What problems is the product solving and how is that benefiting you?
We can check every single ticket, we our old CRM, agent had the possibility to not create a ticket, now they have no choice. The ticket is created and when they close it, a survey is directly send to the customers. So we can track every problem with our agent.
Recommendations to others considering the product:
You can try it for one month like you have paid for every section of subsciption. So try every fonctinalities you will be very surprised.
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