Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Stay organized and ahead of the rest!
What do you like best about the product?
It's analytics are top-notch. Very customizable and user-friendly.
What do you dislike about the product?
forwarding only works within freshdesk and sometimes we need to send tickets to colleagues that aren't authorized agents. The day passes are a good workaround though.
What problems is the product solving and how is that benefiting you?
All customer issues in one place, easy to leave notes and assign tickets to other agents
Freshdesk makes help desk management simple and intuitive
What do you like best about the product?
Freshdesk is designed very intuitively and has excellent support documentation and live customer support if needed. The interface is very easy to understand when first logging in, and even the advanced features make logical sense when first using them. I've trained many people on how to use Freshdesk and it's always been a simple process to get new people onboarded. In the rare occasions that I needed help, a representative was easily available on the phone and very informative and helpful with their advice.
What do you dislike about the product?
There are some features which are available through the detailed analytic reports which would be good to also have available through the regular filtering options. The software has so many functions that it can occasionally be a little tricky to find the exact setting you're hoping to adjust.
What problems is the product solving and how is that benefiting you?
We've developed a very complicated software ecosystem for advanced medical research, so there are always lots of questions from users. Freshdesk allows for managing the help desk in a very organized fashion which is easy to search through and track outcomes.
Design Manager
What do you like best about the product?
It's an easy way to organize emails thought-out a business. You can easily transfer the email to the correct department if needed.
What do you dislike about the product?
If more than one department is on the email, only one department sees the email and these emails get lost.
What problems is the product solving and how is that benefiting you?
We can see you "take" the email and if someone emails multiple times, you can search to see who was involved.
Easy and Intuitive
What do you like best about the product?
It makes high volumes of tickets easy to manage
What do you dislike about the product?
The mobile App could be a bit easier to navigate, but apart from that nothing.
What problems is the product solving and how is that benefiting you?
We used to share a team inbox and it was difficult to manage, switching to Freshdesk allowed us to assign tickets to agents ensuring nothing was missed.
Superb service with unbelievable value for money
What do you like best about the product?
It's quite unbelievable the level of funcitonality and service offered by Freshdesk. It transformed our customer service department. When originally looking for a provider, I was being quoted £4-6k per year... and Freshdesk was free!!?!
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
Since then, we have moved onto their paid tiers, but the value is still striking. Our business literally runs off it 24/7 and we couldn't live without it. They also respond quickly to any issues (not that we have many).
What do you dislike about the product?
It doesn't connect with your Instagram chat, which is a bit annoying
What problems is the product solving and how is that benefiting you?
Freshdesk makes the challenge of team management much easier, as everyone can what everyone else is working on.
Organizing and simplifying everyday work has never been so easy
What do you like best about the product?
Customers' problems, concerns and necessary documents can always be found in one place. The possibilities are endless and the time savings are insane. All the necessary emails can be conveniently linked together, and with the help of keywords and reminders it is easy to stay on time.
What do you dislike about the product?
To-dos are one of the most convenient things at freshdesk, but from time to time it would also be necessary to format it for a colleague. Unfortunately, this cannot be done.
What problems is the product solving and how is that benefiting you?
Order related questions, package tracking, warranty issues.
Overall the best support tool there is!!
What do you like best about the product?
It is extremley easy to set up and get started. You don't need any coding skill to get started with your tickets, chat or knowlegde base. But if you do want to make things a lot more customisable, you can! That's what I love about Freshdesk.
What do you dislike about the product?
The analytics are super useful but not as easy to navigate in as the rest of the platform. Although I have to say it has been improved a lot over time.
What problems is the product solving and how is that benefiting you?
It reduces the resolution time of our tickets and this helps us keep our customers happy and up to speed in the platform.
Freshdesk review
What do you like best about the product?
Its easy to understand and use, good for customer support, good features. Ease integration
What do you dislike about the product?
as of now nothing. Its working all great so far
What problems is the product solving and how is that benefiting you?
getting emails on time, easy to use and nw featurs threads are really helpful
Good tailor made solution
What do you like best about the product?
Freshdesk is a great tailor made solution for helpdesk ticketing. If has got a basic architecture and doesn't need much of a training to get used to.
What do you dislike about the product?
The pricing is quite high. This can be reviewed by the product team once
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our issues with complaint logging, auto assigning, tracking, auyo SLA and escalations.
Best way to create team collaboration
What do you like best about the product?
Many of us can help our people out. It allows for collaboration and less email to deal with. We have found it has streamlined communication and allows for everyone on the team to help and see what has been said already to those we are helping.
What do you dislike about the product?
The only downside we have had is when we get into a non ending reply cycle with autoresponders. We have had it happen a time or two. It is just due to autoresponders. But Freshdesk has helped us fix it and we appreciated the help.
What problems is the product solving and how is that benefiting you?
We have over 300 people we manage. This allows for these people to send in help requests and our team to communicate. We can also assign tasks to one another.
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