Freshdesk Omni
Freshworks Inc.External reviews
3,550 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Seamless Helpdesk SaaS
What do you like best about the product?
Simple UI/UX and easy to configure and implements
What do you dislike about the product?
Nothing. all is good enough, no complaints
What problems is the product solving and how is that benefiting you?
Complaints documentation so the complaints easy to organize
ticket portal with a Simple UI and customer service first
What do you like best about the product?
The ticket submission portal is one of the cleanest and most helpful I have seen across the brands1 Particularly the clean layout gives a 'self service' to the requester by making features such as 'knowledge base' and other documentation readily available. We have had many support requests entirely avoided by having many help articles easily located the moment a user interacts with the UI. Icons and categories are well padded / spaced to avoid visual overload which detracts from users even considering self service.
What do you dislike about the product?
Drill downs for exporting from the technican side can be a little clunky. 1 example; Date ranges would be much easier if inputing text date ranges was a feature and not being forced to click a calendar.
What problems is the product solving and how is that benefiting you?
Easy to manage multiple teams within a service desk enviornment and quickly find tickets. This allows us to keep turn times low across multiple categories which sometimes can be tricky in other service desk platforms.
Modern and super user-friendly design.
What do you like best about the product?
Freshdesk is really simple to set up, and the ability to adjust interface, workflow, automations, users, and other features allows us to tailor it to our specific business requirements. Onboarding and customer service have been really knowledgable and polite.
What do you dislike about the product?
Nothing to dislike, freshdesk has helped a lot of businesses.
What problems is the product solving and how is that benefiting you?
Aids in the prompt resolution of concerns by serving as friendly reminders on tickets
Best Service Ever
What do you like best about the product?
Their customer support is fantastic. I can always reach out to them and know I am going to get help within 24 hours. They are always willing to assist with any needs or questions that I have. The dashboard is extremely user friendly. We are always looking for other things outside of ticketing to use it for.
What do you dislike about the product?
The only thing that is kind of hard to deal with is the properties section in the tickets. When we have one ticket type selected, we would only want that tickets properties to show up. But this is something that you have to request that they remove for you. I wish we could do it from our side.
What problems is the product solving and how is that benefiting you?
We use FreshDesk as an internal ticketing system for our users. We didn't have anything for a ticketing system before, and we are not really a huge tech company. We didn't need something as complex as the other ticketing systems out there, and we also needed to stay within a certain price, and freshdesk checked all of the boxes for us.
Ease of Use
What do you like best about the product?
It is very easy to navigate and easy to use.
What do you dislike about the product?
Sometimes the pages freeze up and you can't go back to where you were previously
What problems is the product solving and how is that benefiting you?
I get to access the customers profile by clicking a link on freshdesk instead of having to look them up on a different website, can edit their information easily and updated their personal details as well as get assigned the ticket you were working when the cx responds back.
Robust software, great for any size business
What do you like best about the product?
Freshdesk and the Freshworks suite are powerful! Boasting many features to help you keep up to date with customer communication and empower your employees to do their best work, this software works for a smaller businesses with small teams but could easily scale to a large operation. As someone who is in this software for 8+hrs per day I find it easy and intuitive to use. As a small business we aren't using it to it's full capacity, but have plans to expand our email/social media support to chat and beyond with Freshdesk.
What do you dislike about the product?
At the capacity to which I use Freshdesk I have yet to see any issues.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it very easy to manage emails and social media messages from customers.
FreshDesk is a Top-Tier Ticketing Platform
What do you like best about the product?
The seamless ability to handle all our Customer Support-related tickets and procedures. FreshDesk is a comprehensive way to manage our inquiries and interact with our customers. FreshDesk also offers excellent additional features such as automation for a much more streamlined organization of tickets.
What do you dislike about the product?
The biggest downside to us as a company was the recent removal of integration with the Twitter/X platform. FreshDesk was a wonderful way to facilitate responses through this social media platform, so losing the ability to integrate with it is understandable due to Twitter/X's recent changes, but also a shame for us.
What problems is the product solving and how is that benefiting you?
Communication with your customers is a never-ending challenge for any business. FreshDesk drastically improved our ability to do so as compared to our previous ticketing platform. The benefit of this is greatly heightened customer relationships and streamlined processes for all our agents.
Excellent Helpdesk Software
What do you like best about the product?
It's very easy to use, configure and customize.
What do you dislike about the product?
Some features that its most advertised are available only on the higher plans, and the price difference between them is high.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
The Pro plan costs more than double of the Growth plan, and if you are going to pay monthly, it triples.
What problems is the product solving and how is that benefiting you?
It has a very good knowledge base, with widget integration and ticketing system.
showing 301 - 310