Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Easy ticketing
What do you like best about the product?
Conversation of mail to ticket in best way. Customisation is very much improved. Managing time sheets also is best in market.
What do you dislike about the product?
The standard features should be integrated. Lot of modules missing compared to serves now. Need to improve more than snow.
What problems is the product solving and how is that benefiting you?
Main advantage is we can easily understand without so much training. good support and account management.
Great assitance from the support team
What do you like best about the product?
I like the easy setup and implementation, ease of use, assistance support and CSM relatioship
What do you dislike about the product?
In our case, the CSS integration causing some technical difficulties when adding agents and their roles. We previously had a standalone Freshdesk and integrated with chat later.
What problems is the product solving and how is that benefiting you?
Communication with our clients for all our projects in just one tool, but separated by products, which allows us to organise the work in groups with specific canned responses
ITSM Simplfied
What do you like best about the product?
The UI is very fast, reliable and easy to use.
Even a novice can start using this tool with limited/no training
Freshdesk offers a user-friendly interface that makes it easy for both agents and customers to navigate.
Even a novice can start using this tool with limited/no training
Freshdesk offers a user-friendly interface that makes it easy for both agents and customers to navigate.
What do you dislike about the product?
Nothing in specific. If there can be additional benefits on the garden plan it would be great.
The pricing can be a little lower so that every small companies, startups can use it.
The pricing can be a little lower so that every small companies, startups can use it.
What problems is the product solving and how is that benefiting you?
Freshdesk plays a major role in managing my day to day IT Operations.
It is very effective in tracking the requests and the performance of my team members.
It is very effective in tracking the requests and the performance of my team members.
Great
What do you like best about the product?
Completely cloud based and self suffienet.
What do you dislike about the product?
Some features and UIs are a little disjointed.
What problems is the product solving and how is that benefiting you?
Cloud based and no maintainence
Freshdesk for all your ticket and buisness needs
What do you like best about the product?
As a website builder and a webhosting company freshdesk fills in the gaps that other software we need to use does not so it has many plus sided but its not totally complete even if you upgrade to the growth package. One good thing is that you get a full customer portal which is something other leading software do not. Havind a dedicated portal for tickets helps clients use find and go back to ticket when needed.
What do you dislike about the product?
The price and the fact that you cannot pay with anything else but your bank card - it limits those of us who live in a different country.
What problems is the product solving and how is that benefiting you?
Customer tickets and complaints or service requirements
Cost Effective Solution
What do you like best about the product?
Fresh desk delivers a simplified ticket management system, as well as a client-facing help center.
What do you dislike about the product?
I wish there was more UX customization so it better matched our brand. Additionally, would benefit from more extensive analytics on the article level.
What problems is the product solving and how is that benefiting you?
It empowers our team to properly manage incoming client tickets, and create an external resource center.
Best Ticketing tool for the support
What do you like best about the product?
Freshdesk is a simple but advanced ticketing tool.
1) Very easy to categorize tickets as per requirement.
2) We can provide and limit the access to different users for better security.
3) Minimum downtime- Hardly we encounter any downtime for this tool.
1) Very easy to categorize tickets as per requirement.
2) We can provide and limit the access to different users for better security.
3) Minimum downtime- Hardly we encounter any downtime for this tool.
What do you dislike about the product?
I can say only one dislike & that is cost, it is little bit costly than competetors.
What problems is the product solving and how is that benefiting you?
1) It is easily managing all raised customer tickets effectively.
2) Freshdesk allow users to raise tickets from different modes.
2) Freshdesk allow users to raise tickets from different modes.
A Complete SaaS Customer Engagement and Support Solution
What do you like best about the product?
Freshdesk is very easy to use and configure and you can begin accepting tickets from your customers quite quickly after purchasing or starting a trial. Since Freshdesk is a cloud based solution, there are no hardware implementation requirements to budget for. We were easily able to integrate with our existing Office 365 mailboxes to recieve and respond to tickets through integrations included with Freshdesk, which made the process very easy.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered.
I use the product daily, and spend equally as much time in Freshdesk as I do in our own software and on the rare occasion an issue may arise, the Freshdesk customer support team is quick to respond to any challenges that may be encountered.
What do you dislike about the product?
Freshdesk can be a bit pricey when compared to it's competitors, however the integration with our Freshsales CRM outweighs the benefits of attempting to make an implementation of an alternative customer service platform work for us.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to keep up with every customer inquiry with ease and organization.
proper threading of mail chain, canned responses and smart solution suggestion helps alot
What do you like best about the product?
1. smart solution article suggestion make it easy to refer a solution to user.
2. canned responses
3. proper threading of tickets
4. in depth analytics report
5. I have a good experiece of support both via email and chatbot.
6. I have been using it for past two years.
7
2. canned responses
3. proper threading of tickets
4. in depth analytics report
5. I have a good experiece of support both via email and chatbot.
6. I have been using it for past two years.
7
What do you dislike about the product?
1. if i update a dropdown field all existing tickts data for respective fields become unassigned/blank.
2. if we merge a ticket it cannot be unmerged.
2. if we merge a ticket it cannot be unmerged.
What problems is the product solving and how is that benefiting you?
It is keeping all the tasks at one location and in this way it better to handle ticket by filtering it based on tags and field we assign. Also other features like smart solution article suggestion, canned responses , and analytics helps in reporting purposes.
Flexibility in reporting and interface
What do you like best about the product?
Able to generate report that i want, easily
What do you dislike about the product?
Might get slightly complicated for more in depth function
What problems is the product solving and how is that benefiting you?
Omnichannel and reporting for further customer analysis
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