Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Good, simple software for our small helpdesk
What do you like best about the product?
Freshdesk is easy to use and simple to set up.
What do you dislike about the product?
We'd like to have a little more customization.
What problems is the product solving and how is that benefiting you?
We were trying to use JIRA and Filemaker databases for our small internal helpdesk, and nothing ever worked the way we needed it to. Freshdesk solved all our problems and gave our IT staff and users they support a much better experience.
Recommendations to others considering the product:
Try the trial version first. It's very easy to get set up and take for a test drive. Also consider looking at their FreshService product.
Great tool for keeping track of issues and follow ups with clients
What do you like best about the product?
The dashboard is great for looking at an overview of your pending items and in order of the last conversations. I like that I can filter by the unresolved tickets and use that basically as a tool to follow up with clients and address issues in a timely manner. I also like the automated emails we can create so client knows it was received and the canned responses which help save time.
What do you dislike about the product?
The only thing I wish would improve was the reporting tool. As a manager, I want to look at the overall performance and analyze the most common issues we see. Using the tags is helpful but since we cannot select all of them at once, it makes it hard. I wish there was a way to include all tags into a report so you can monitor your most common issues and address them as a company, especially when you have multiple agents. Also, i think the look and feel of the conversations can improve so you don't lose track of what was the last communication and its easier to read.
What problems is the product solving and how is that benefiting you?
We use it as a ticket system for escalation from clients. It helps us classify by the department and keep track of the issues to make sure these are being resolved and also maintain the history of what was done.
Great Support Experience
What do you like best about the product?
Speedy response time. Well trained, knowledgeable agents, and fast resolution time.
What do you dislike about the product?
Nothing to complain about. Thus far the system works great for me.
What problems is the product solving and how is that benefiting you?
Easy to use ticketing platform, with good reporting to monitor agent activity
Freshdesk works great.
What do you like best about the product?
It's full of cool features and the support is quick to reply.
What do you dislike about the product?
The price. There should be more options available for the monthly plans.
What problems is the product solving and how is that benefiting you?
It provides an extensive control of our activities and replaces very successfully the use of e-mails back and forth to solve a problem.
Recommendations to others considering the product:
It's really worth trying Freshdesk.
Fantastic experience
What do you like best about the product?
Freshdesk offers a simple to use, friendly and engaging platform that our team here use constantly. If we have any questions, the online support is out of this world. From simple online chat to screen sharing and talking to the helpdesk team, the Freshdesk team are outstanding, giving simple explanations they are able to keep up the level of service our customers expect.
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
The forum is also a really useful tool to ensure we are up to date with developments and can share ideas with other users
What do you dislike about the product?
Freshdesk need to remove the auto archiving function.
What problems is the product solving and how is that benefiting you?
We record all communication with customers and their issues.
Awesome!
What do you like best about the product?
Patience while you observe. Solutions are fit to the customer expectations. Ticket registered against the customer one who speaks and following till closure is of the best idea.
What do you dislike about the product?
When you don't understand what user says. The rare issue which we use to face is, tickets get delayed in hitting the freshdesk and as of that, we lose our image. It would be really great if you let us know with a pop-up or error message so that we can find an alternative way.
What problems is the product solving and how is that benefiting you?
Client issues.
Well made support platform which is only lacking a couple of features
What do you like best about the product?
Automated rules and observers for tickets have a good amount of features even when you need to create something very specific.
What do you dislike about the product?
Ticket list views could be easier to understand with a quick glance. SLA timers would need a feature that the timer is not used when ticket is at a certain status.
What problems is the product solving and how is that benefiting you?
Easy way to integrate several message channels in to ticket system (emails, social media, chat...). Integrating especially Facebook and Twitter saves a lot of time from the support team.
Simple and helpful
What do you like best about the product?
The fact that you address our complaints very fast and follow up on them makes you my best choice. You have also simplified the workload on the various platforms.
What do you dislike about the product?
Most agents can't view the work they have done under reports.
What problems is the product solving and how is that benefiting you?
Our Customer Care section has really improved. Clients get responses to their inquiries on time. The fact that, you assign ticket numbers to inquires raised, makes it easier in tracing old inquiries.
Recommendations to others considering the product:
Its simple and super helpful
Activation issues
What do you like best about the product?
Constant followup and actions until closure of the ticket
What do you dislike about the product?
Nothing much...would have been irritated if there were phone calls. Since everything was through emails, it was convenient
What problems is the product solving and how is that benefiting you?
Production support. Able to respond and resolve customer issues effectively
fast and accuracy
What do you like best about the product?
Freshdesk is easy to use and it's free version can do the helpdesk work in an organize way.
What do you dislike about the product?
I think the web UI can be better, currently it is a bit old fashion.
What problems is the product solving and how is that benefiting you?
users' system issues, mainly used as problem ticketing
Recommendations to others considering the product:
Freshdesk is easy to setup and use for daily problem ticketing system. I would like to recommend anyone would like to source helpdesk system.
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