Freshdesk Omni
Freshworks Inc.External reviews
3,510 reviews
from
External reviews are not included in the AWS star rating for the product.
Beyond
What do you like best about the product?
How the agent catered a remedy to my specific issue. Not just a link to an FAQ.
What do you dislike about the product?
The platform itself may not be self explanatory to create auto-responses for all users.
What problems is the product solving and how is that benefiting you?
Time saving and organization.
Great product and excellent service
What do you like best about the product?
Great end user interface, easy to use and excellent customer support.
What do you dislike about the product?
That the systems locks your account when you fail to log in several times. It should allow to unlock the account just by reseting the password.
What problems is the product solving and how is that benefiting you?
Client requests for software configuration, end user support, etc.
Freshdesk is great for managing client requests and for assigning tasks within the team.
Freshdesk is great for managing client requests and for assigning tasks within the team.
We have started using freshdesk with SPROUT plan test in order to measure customer help desk service
What do you like best about the product?
Good user experience and semplicity of both administration and user profile
What do you dislike about the product?
we currently do not have dislike arguments or features
What problems is the product solving and how is that benefiting you?
We would like to measure customer help desk service in order to provide new service to our customer
Overall experience is good though a few functionalities still needs improvement
What do you like best about the product?
Daily analysis and productivity report easily accessible on Freshdesk which keeps us up to date on the benchmark and SLA's as per process requirements. Best part is ease of integration with Freshchat and Whats App which better streamlines our command center operations
What do you dislike about the product?
There are some core functionalities like "Auto Assignment" which still dysfunction sometimes and requires manual intervention. Support reachouts take time to respond on urgent matters as observed
What problems is the product solving and how is that benefiting you?
We are able to exchange email communication relevant to the online travel support (back-end) process we cater to our customers and basis the queries our customers raise through email as a medium of exchange.
Recommendations to others considering the product:
User friendly tool that is handy for day to day usage specially in the B2C process
Great
What do you like best about the product?
Very efficient support & usability. The product is easy to use and simple to understand as a beginner
What do you dislike about the product?
Sometimes the phone drops, but their support team has been good at assisting in this issue.
What problems is the product solving and how is that benefiting you?
Improving customer support
Best helpdesk software we have used!
What do you like best about the product?
We like the best the customizability of it and the vast plugin add-ons you can install. It makes a lot of things easier. Freshdesk support is very helpful as well and they get back to you right away without waiting a few hours.
What do you dislike about the product?
What I dislike is that we don't have the ability to set our own ticket status. But other than that, everything is perfect!
What problems is the product solving and how is that benefiting you?
We use Freshdesk for customer inquiries and concerns about their orders. Freshdesk greatly helps our company organize tickets and know if we're missing anything out.
Relevant and lightning fast support
What do you like best about the product?
Provides a platform where we could engage the customer by asking back questions to understand their issue better and provide an appropriate solution. Canned responses are a great way of saving time, since it can be reused for multiple recurring requests. It can also be shared between agents. Private notes also help us a lot to collaborate internally in responding to high-value customers.
What do you dislike about the product?
I would be delighted if freshdesk app could also allow viewing and adding solutions in knowledgebase. It would help agents who are mobile. Scenario automations and dispatchers are quite difficult to figure out and put to regular use.
What problems is the product solving and how is that benefiting you?
Technical issues related to our software are addressed using freshdesk. It helps us track our support and reuse responses using canned messages. Knowledgebase has helped us a lot in minimizing the number of incoming tickets and serves as a platform for putting up technical content.
Recommendations to others considering the product:
Using a tool like freshdesk for supporting your customers, adds value to the kind of service that you provide. It will be appreciated and customers will be able to feel the importance they are given.
Ideal for client knowledge base/portal and great customer service
What do you like best about the product?
I have spent a lot of time looking for a client portal/FAQ/knowledge base that was easy for me to set up and use and intuitive for clients. Freshdesk has a very intuitive feel and lots of great features.
What do you dislike about the product?
I am pleased with the knowledge base and I don't use the ticket system. I don't really have anything specific I have identified that I don't like.
What problems is the product solving and how is that benefiting you?
I am a bankruptcy attorney and I am using Freshdesk to provide all of the information and forms to my clients so that I don't have to answer the same questions over and over and over. It allows them to do a lot of self service. I have looked at various things like wordpress, and regular frequently asked questions options such as just using my website. I find Freshdesk to be easy to use and extremely easy to add content to and it is robust in that I have not run into a bunch of things that I wish the program had. It does everything I hoped it would do.
Recommendations to others considering the product:
I don't use the ticket system at all, but I am impressed enough with the smooth operation of the knowledge base that I use the software for the knowledge base alone. It is free but I would certainly pay for it.
A tight race between Freshdesk and Zendesk
What do you like best about the product?
Cost-effectiveness, meaning customers from mom-and-pop and enterprises customers alike can benefit from this platform. Very friendly, knowledgeable and accessible support staff,
What do you dislike about the product?
The ecosystem is noticeably smaller. For instance, the number of apps in the marketplace doesn't quite stack up against Zendesk. I struggled to get the Slack integration up and running, only after the helpdesk explained the integration app (2+ years old) only worked with the old UI.
What problems is the product solving and how is that benefiting you?
Centralizing helpdesk and application support knowledge base. Better analytics and in turn metrics-based business decision making.
Quick Communication
What do you like best about the product?
Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).
What do you dislike about the product?
It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.
What problems is the product solving and how is that benefiting you?
We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).
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