Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
A solid support tool.
What do you like best about the product?
As a company that works primarily with developers and engineering teams, it is imperative that our customer's communications arrive unmolested by our ticketing system's web parser. Freshdesk is the only product we've tested that consistently was able to deliver an unmolested message both from and to our customers.
What do you dislike about the product?
Freshdesk's built-in editor uses slash-command shortcuts that can be difficult to escape, causing occasional annoyances in the responding agent's workflow.
What problems is the product solving and how is that benefiting you?
Our biggest concern was to make sure all customers are being communicated with effectively and that no communications were being accidentally missed or dropped. Freshdesk's ticketing and SLA systems greatly improve our confidence that all customer communications are taking place promptly and no conversation is missed.
Recommendations to others considering the product:
Freshdesk is a very worthy contender for managing inbound customer communications and tracking cases both trivial and complex.
Ultimate ticketing & Help desk software
What do you like best about the product?
1.) Easy interface that helps the first-time user to get accustomed to the software without any help of tutorials or handholding.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
2.) Its ability to support both email & voice call support and converting that into tickets.
3.) Track the reports and tickets of different agents and also the leaderboard pushes the team to increase work efficiency.
What do you dislike about the product?
1.) Sometimes the canned responses disappear while replying to any ticket and no option to add new canned responses.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
2.) Their Support need to be better, I had a login issue with my account and I got a revert from them almost after 3 weeks of submitting a concern to their team.
3.) Merging the tickets from the same customer is a bit tedious and the thread doesn't follow the trial emails in a sequence.
What problems is the product solving and how is that benefiting you?
We are a banking startup and we are using this tool to solve identity verification(KYC) and payments-related issues via email and voice call as well. Prior to using Freshdesk, we were using sheets to manage this task where the tracking was difficult and some queries went unresolved with an impact on our customer experience.
Recommendations to others considering the product:
If your company is dealing with a heavy user base where complaints are getting ticketed, I would highly recommend Freshdesk as your ticketing and support software. Mainly for B2C, it's a great choice.
Freshdesk how it helped my team
What do you like best about the product?
Freshdesk helped us in multiple ways. It provided us a clear insight into our daily communication. My team managed hundreds of emails a day via outlook like most companies, which is fine if you only need the basics. But to provide a better customer experience, we had to understand what and how we were managing all our communications. We came into contact with Freshdesk and started a test account. We started out using the platform with one team over a year later now, and we're using it now in four different teams. We have a complete view into the main queries from customers, agents are using standard replies and standard templates, we can view our SLA's, response time, and much more.
What do you dislike about the product?
Not all can be perfect, not even Freshdesk, unfortunately. You do need a good knowledge of how all the different functions work. Freshdesk does provide a lot of articles explaining the functions within the platform and chat. Our company is based in Belgium, so it would be easier to chat with a native-speaking person.
What problems is the product solving and how is that benefiting you?
Workload insights, time management, priorities, follow-up, SLA's, uniform way of working, efficiency, automation, ...
Freshdesk as support, tracking work items and tickets.
What do you like best about the product?
In general, the overall look and feel of Freshdesk are outstanding, the setup is easy, and even if you do need assistance, their support staff is out of this world. Not once did I wait for more than 10 to 15 minutes to interact with a friendly professional consultant that will solve my query. Expanding Freshdesk with various other futures as your business grows makes Freshdesk a tool that no business can function without.
What do you dislike about the product?
We did not have any areas that we can say that we do not like about Freshdesk.
What problems is the product solving and how is that benefiting you?
We are locking all our support tickets and also using it for tracking work items, and it is working excellent.
Recommendations to others considering the product:
Freshdesk will deliver to your expectations and more.
Affordable Zendesk-like tool
What do you like best about the product?
The tool is intuitive and the UI is not cluttered.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
Tool's Support is quite responsive.
Most plugins for FreshDesk are free of charge.
What do you dislike about the product?
Limited dashboards and automation does not allow for greater control over what is happening.
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
The lack of a status page is a downside.
The customer portal is very basic.
Filters are too simplistic and lack options to set OR/AND operators.
Lack of customizable workflows in a classic sense (some automation possible)
What problems is the product solving and how is that benefiting you?
Our team uses Freshdesk to support our application by engaging clients in a customer Portal. Automation possible in the tool allows us to more efficiently manage agents' time and helps to keep our customers updated on cases.
Serving our communities better with Fresh Desk
What do you like best about the product?
Fresh Desk provides an easy and customizable platform to receive and respond to customer inquiries. The team is quick to respond and willing to help when automations, functions, or features need to be adjusted.
What do you dislike about the product?
Some features cannot be edited or changed to our preferences.
What problems is the product solving and how is that benefiting you?
The problem we are solving is our communities often are unsure of how to reach out to receive assistance. By having an easy email address/portal to subject inquiries to, we provide a more streamlined way for them to receive what they need. Additionally, it helps our team cut through the email inbox noise to provide better service.
New Features & Good Customer Support
What do you like best about the product?
Omnichannel makes our workflow great! We can distribute the tickets very fast and fairly. Canned response and solutions search bar increase productivity. The ticket templates are very easy to create.
What do you dislike about the product?
Freddy AI chatbot is difficult to understand. Creating a ticket after a custom flow needs API and if you are not an IT member you can face some difficulties to change settings.
What problems is the product solving and how is that benefiting you?
We have control all over the tickets in terms of distribution, sharing, collaboration, response time, topics, tags, etc. Monitoring the agents is very easy. Reports and insights give us feedback in detail.
Recommendations to others considering the product:
I recommend Freshdesk strongly. However, if you think to use chat, call and desk together you should better use the omnichannel plan.
Product does not seem to be working with Microsoft Accounts
What do you like best about the product?
Freshdesk creates tickets using Email ID, not the sender and subject line, which helps when you get thousands of tickets a day.
What do you dislike about the product?
Only thing i dislike is that the AI add on is extreamly expensive for what it is. I hope they get the price lower.
What problems is the product solving and how is that benefiting you?
We are getting different teams to work and communicate together without sending a single email. We use to send thousands of emails internally to each other, and now we do not. We share tickets internally.
Excellent Support Software for Growing Businesses
What do you like best about the product?
Freshdesk is an awesome support platform that will help you scale your business as you grow. Their subscription prices are affordable and scalable, with a very intuitive user interface. This program will work for you no matter what you need to help support your customers for your business. Their free plan has everything you could want in a support platform, and their expanded plans offer additional tools at just the right price point. The program is easy to use and maintain and allows for multiple groups/teams to work together in tandem to resolve your customer's issues faster.
What do you dislike about the product?
There are a few parts of their system that can be a little difficult to understand when setting up, but their support is amazing and they can help even the most technologically challenged person quickly and easily set up their platform.
What problems is the product solving and how is that benefiting you?
We had trouble sorting and responding to tickets with our previous platform. With Freshdesk it is easy to note and keep track of different user's account issues.
Recommendations to others considering the product:
Freshdesk can be intimidating because of all of the tools and services, but they start with very intuitive defaults. Setting up and administrating the account is very easy and does not take any time at all!
Excellent software and support
What do you like best about the product?
Freshdesk is an excellent helpdesk application. The biggest positive of using this application is the Freshdesk support and customer management teams. They regularly follow up to check in - they also provide annual operational reviews where they look at the metrics and make suggestions on how to enhance our usage of their product. There are regular releases that fix bugs and add extra features. I like the fact that they provide a feedback mechanism on their "release notes". There is a lot of flexibility with automation.
What do you dislike about the product?
Their new reports product has been in beta for over a year with no movement. They have the right idea on how to proceed; however, the interface needs significant work. I would like to have the ability to extend the usage of the product by creating new database tables and screens. Something similar to salesforce. I also don't want to pay extra for this or be limited by having them do the development work. Some reported feature requests have been open with no action for years - i.e. being able to reassign ticket source. You can see these on the community board. It would be good to get these customer requests handled and then start building out their product to eliminate the need to bolt on other products - i.e. being able to add on database tables and screens. More automation options would be good. Adding NPS as a built-in survey tool would be an excellent feature. Getting rid of their ticket archiving system is critical. I'm not too fond of the fact that after several months my tickets get archived and become harder to find and analyze - this is a big issue that I wish they would fix.
What problems is the product solving and how is that benefiting you?
The widgets and the ability to integrate them into our other products to collect tickets are great features that give us a leg up on the competition. Their API is really good and has allowed us to built integrations with other products. They need a reporting API that doesn't have a rate limit.
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