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.
Amazing product, but still improving.
What do you like best about the product?
The Ticketing Feature.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
We can share tickets across the company, and provide a lot of info to our customer efficiently.
What do you dislike about the product?
The inability to customize particular areas of the site.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
My company works in the Education software field, and it would be nice to have the ability to rename particular area, such as "Company."
We would also like the ability to customize the Dashboard with our analitics. It would give us the ability to make freshdesk a "One stop shop" for our IT department.
What problems is the product solving and how is that benefiting you?
We run on a ticket system for our IT support desk. This product gives us the ability to monitor agents as they progress through the system.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
It also provides us with the ability to make rules so we can automatically send answers to customers, depending on what they have submitted.
We have eliminated our need for separate programs to run out ticketing and our Support portal. With them both wrapped into one, we can monitor, and keep them updates easily.
Recommendations to others considering the product:
Know what you want before jumping in. Freshdesk offers a lot of content and services, and you can lose focus on what you want. Ensure that you have an excellent foundation before you expand into the apps.
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
If you are looking to create a customer portal, know what you want to be added. CSS is near unlimited in what it can do. Take advantage!
Very pleased
What do you like best about the product?
Support - whatever issue you may have they come back to you with an answer very quickly.
What do you dislike about the product?
Hard to say. The product is great. Nothing found :)
What problems is the product solving and how is that benefiting you?
Ease of use and ability to keep it in one place.
Get up and running quick with Freshdesk
What do you like best about the product?
Ease of use combined with great features
What do you dislike about the product?
The software requires a separate phone service (freshcaller)
What problems is the product solving and how is that benefiting you?
It has transformed our service desk providing a very efficient means for tracking and resolving solutions
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
It saves time which saves money for our company and provides a professional consistent, positive experience for our customers
Recommendations to others considering the product:
Please be patient with the new Mint experience. While there are some bugs, it is extremely easy to switch back and forth from the old and new versions so when I run into an issue I just switch to the old version.
Great tool for managing helpdesk tickets
What do you like best about the product?
Freshdesk is very easy to use and provides a good level of control to the user. The look and feel is very responsive and modern.
What do you dislike about the product?
Sometimes, when resizing the screen, the text fields in the tickets do not resize.
What problems is the product solving and how is that benefiting you?
Enables us to keep track of customer issues and portal to communicate with customers.
Recommendations to others considering the product:
Its simple and easy to use whilst looking very modern and providing you with the necessary controls to manage the support desk.
Modern, easy2learn and reliable system
What do you like best about the product?
- Speedy
- search engine
- customer senter
- search engine
- customer senter
What do you dislike about the product?
- lack of customization possibilities
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What problems is the product solving and how is that benefiting you?
- Incomming support tickets from customers
- administrating incoming tickets within our support team
- Reports
- administrating incoming tickets within our support team
- Reports
Customer Center Portal
What do you like best about the product?
Easy configuration and setup.
Support team is professional and available
Support team is professional and available
What do you dislike about the product?
Lack of flexibility in the manner of GUI customizations
What problems is the product solving and how is that benefiting you?
Our new customer center portal was deployed in a short time
Good and well structured support system
What do you like best about the product?
It is easy to sort and keep track of tickets in the support system. You can do this easily by creating your own views.
What do you dislike about the product?
The translations are not 100%. They work most of the time but there are small quirks in the translations that are incorrect.
What problems is the product solving and how is that benefiting you?
We can easily keep track of questions and support that our customers want help with.
Head of customer support
What do you like best about the product?
Easy and flexible. The app store & the new features rolled up regularly.
A good follow up by the CS team.
A good follow up by the CS team.
What do you dislike about the product?
The lack of analytics & advanced filters.
The poor search tool.
The poor search tool.
What problems is the product solving and how is that benefiting you?
Customer support. Handle & follow efficiently incoming requests.
They solve my problems
What do you like best about the product?
I love the mobile apps, allow me to attend my client request immediately.
What do you dislike about the product?
This is specifically for Zoho, too many products that can be integrated.
What problems is the product solving and how is that benefiting you?
Software support for my app.
My helpdesk experience with freshdesk
What do you like best about the product?
the overall system is wonderful, I like the seamless integration with e-mail and it is collecting users ID to the directory from their first ticket, the issue tracking was never easier and it helps us decreasing the time of closing items. also, I am talking less to my agents now, with help of notes and attachment it could never be easier.
What do you dislike about the product?
because I don't have the full versions, I wished I could have it materials request, but I learned it is available in the full version
What problems is the product solving and how is that benefiting you?
Currently, IT support is being taken care of
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