Freshdesk Omni
Freshworks Inc.External reviews
3,510 reviews
from
External reviews are not included in the AWS star rating for the product.
Upgrade to MINT user interface
What do you like best about the product?
Very helpful support person and implemented the MINT user interface
What do you dislike about the product?
Nothing, we are in general very happy with Freshdesk
What problems is the product solving and how is that benefiting you?
IT Helpdesk
Professional tool for customer support
What do you like best about the product?
The best we like is automation/rule within Freshdesk to customise the ticket flow.
What do you dislike about the product?
Really nothing for now as all good so far.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk for customer support to solve various customer issues day to day basis. The benefits we witnessing are better management over customer service team from resource management to report generation with ease.
Recommendations to others considering the product:
Freshdesk is a tool that will meet your A to Z requirement for your Customer Support team.
Best help desk, best pricing, best feature set and best support... Hands Down!
What do you like best about the product?
The new mint UI is awesome. Modern and Neat. Freshdesk makes supporting our cloud point of sale Saas solution a breeze. Tickets can be customized down to the smallest detail allowing us to dig into our reports for insights and KPIs that help us tweak and perfect our processes. The pricing is straight forward and includes features that are available at a much higher pricing in other help desks. Canned responses, suggested articles from the knowledge base, sharing attachments and linking to third party software such as Google Cal, JIRA, Hubspot, Trello and many others all in one place makes our support life so so easy!
What do you dislike about the product?
Nothing that is a show stopper for us. We provide continuous feedback to the support teams who never let us down. They are currently working on upgrading the Mint UI 3rd party integrations. Other than that all is perfect!
What problems is the product solving and how is that benefiting you?
Tackling all call center requests. Our Agents literally live on it.
Useful tool
What do you like best about the product?
The analysis capabilities of Freshdesk is the best aspect. It allows me to drill down through the previous month's stats and identify areas for improvement. The instant reports are also useful for snapshots of our service desk.
What do you dislike about the product?
In the new Mint version, there have been a few hiccups e.g. canned responses not working entirely smoothly.
What problems is the product solving and how is that benefiting you?
The main benefit is that Freshdesk centralises all communication with our helpdesk and tickets can be set up to auto assign to groups and agents. This makes for quicker resolutions as tickets are filtered to the right people first time.
I've already recommended it to two other CEOs
What do you like best about the product?
Clean and easy to use interface and personal customer service
What do you dislike about the product?
Transitioning to any service provider out of a personal inbox is tricky
What problems is the product solving and how is that benefiting you?
Keeping all client communication in one hub so it's accessible by anyone on the team, and we have a record of what's gone on with the account.
Great Service and Support
What do you like best about the product?
Everything, we are on the basic package for ICT Support in a school and have used Freshdesk for 5 years now. Any issues (whixh have been very few) are dealt with quickly and efficiently.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
We really love the iOS App as both of our engineers get alerts when working around site so can then move quickly to resolve the next issue.
What do you dislike about the product?
There is not a lot to dislike, sorry I can not think of anything.
What problems is the product solving and how is that benefiting you?
ICT Support Service within a school. We are able to track and manage school issues a lot more efficiently and resolve quickly.
Recommendations to others considering the product:
Great product and support
Responding to clients' email has never been easier
What do you like best about the product?
Direct setup and flow of ticketing system
What do you dislike about the product?
The mint experience has a couple of bugs but this was just introduced so hopefully everything will get better soon
What problems is the product solving and how is that benefiting you?
Daily communications with our clients who love to create a new email instead of replying to the same email thread - with the merging option, we can combine all matter-related emails in one ticket
Recommendations to others considering the product:
We have tried a couple before we decided to go with Freshdesk due to its ease of use and setting it up plus additional agents is very easy.
It has all been a good expereince
What do you like best about the product?
It's simple and straight forward interface
What do you dislike about the product?
Lack of configurability for specific forms
What problems is the product solving and how is that benefiting you?
We are using this portal as a complaints portal... Centralising all the complaints
Thanks for your help!
What do you like best about the product?
I like the thorough customer service & responsiveness on live chat. I've always had a great experience when working with the customer support team.
What do you dislike about the product?
I don't like that I can't have more customizability on my current plan, but I understand that I'd need to upgrade to get access to those :)
What problems is the product solving and how is that benefiting you?
I'm able to ID trends in tickets to improve our processes & products.
Great help for organization
What do you like best about the product?
Simply put, the ticketing system. Its very clean, easy to understand, and easy to train on. It allows us to have all of the information we need at all times. It solves all the problems we had when we implemented the system, and allows for better organization. It has many features that will support us through our growth as a company.
What do you dislike about the product?
The lack of customization of the view - I would like more options on what information shows when you are on the "tickets" page. Specifically so each agent can customize their view.
What problems is the product solving and how is that benefiting you?
Having a small team of customer service support roles, before we were using e-mail only and it was extremely difficult to organize and follow up on situations. Freshdesk has allowed us to divvy up tasks and hold each other accountable for follow ups.
Recommendations to others considering the product:
It has worked great for my small team. Freshdesk scales well whenever we need to add additional users. It is very easy for new employees to learn & master. There are a lot of features we do not use because we are such a small team, however I can foresee myself using them as our business grows.
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