Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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External reviews are not included in the AWS star rating for the product.
A Fresh Solution to helpdesk
What do you like best about the product?
I have used Freshdesk for a few years now. The product is so easy to use that there is no down time in having to learn a new product. I also like the mobility of it. Tech can use it on their phone, tablet, or computer. I think I like the best that I can add custom fields and notations. This way you can make it custom to your situation.
What do you dislike about the product?
I don't know that I dislike much about it. I have never really had any issues that they could not address. The price is not bad but I guess if I had to choose something to dislike is pricing for bulk users. But again this is a solid product.
What problems is the product solving and how is that benefiting you?
Mobility...With this product I can have techs use their phones and not have to have a computer for them to sit at to add information. This saves us money plus allow real time action for tickets and lets customers know.
Perfect tool for helpdesk management
What do you like best about the product?
It's probably the easiest to use helpdesk management tool I have used so far. All of the layout is easy to read, with very minimal need to learn how to use the tools. The fact that there are automated notifications makes it far easier to update each team member when it comes to ticket delays or needing to meet SLA times.
What do you dislike about the product?
Nothing I really dislike so far, if I had to say some inconvenience is that the mobile app is not the best, but still alright. I think that the mobile app is not designed to be able to intake as many of the high volume of ticket loads that an enterprise environment gets, so in our case we get almost a hundred tickets per person, which might create a delay for opening the app and viewing tickets.
What problems is the product solving and how is that benefiting you?
The best thing we are doing with this is helping our customers. From a user standpoint, we are now able to allow users to create tickets seamlessly, provide self service options, and provide great documentation to be able to find out answers to issues that are common in a much quicker and efficient manner.
Critical tool to manage helpdesk
What do you like best about the product?
Amazing interface, it's very simple and clean, making reading tickets very easy to use
What do you dislike about the product?
Nothing really, for our environment it works really well in what is needed.
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk CRM, so we manage all of our existing tickets and creating SLAs all on here
Great Software
What do you like best about the product?
It helps to coordinate multiple channels of support across multiple agents
What do you dislike about the product?
As I run the support team and am a member of all teams/group, I get a ridiculous number of email notifications, though I imagine these can be customised.
What problems is the product solving and how is that benefiting you?
The coordination of multiple channels of support to multiple support agents
Best software with set of tools for helpdesk solutions.
What do you like best about the product?
It is a software with multi channels thus enabling agents to support all emails in one place and also,enhance dedicated phone calls within the organization and the clients making communication easier.
What do you dislike about the product?
The software is well organized and so,no dislike so far but if we find it we shall raise it as we continue operating with it.
What problems is the product solving and how is that benefiting you?
The software have enabled our organization to control emails and phone calls with our clients thus making it easier and faster to carry on with the business.
Recommendations to others considering the product:
The software is faster and easier to use for which our organization recommend it.
Essential application for help desk management
What do you like best about the product?
Very simple to use, and has all of the basic functionalities required to manage a helpdesk
What do you dislike about the product?
If you are an organization with lots of customization required, it may be a little more difficult.
What problems is the product solving and how is that benefiting you?
We use this to manage our departments team of helpdesk agents, from managing ticket counts, survey questions and providing SLA times for end users.
Easiest helpdesk tool for small scale platforms
What do you like best about the product?
Extremely easy to navigate and use the application. Very intuitive
What do you dislike about the product?
Limited features compared to other tools
What problems is the product solving and how is that benefiting you?
We used this early on when we were in an early stage group so our team was very small (10 people), supporting a small subsection group of about 400 people.
Amazingly powerful and flexible
What do you like best about the product?
I love the automation you can setup with scenarios.
What do you dislike about the product?
I dislike the inability to remove the flair from the posts
What problems is the product solving and how is that benefiting you?
Going from a solo IT team to a team of 2 I needed a way to manage incoming requests and trailed a few helpdesk systems before I settled with freshdesk, it's just so simple to use and very powerful
Recommendations to others considering the product:
It's the best out there, I tried all the major ones before settling on Freshdesk. Don't hesitate, just get it done!
Great multichannel costumer care solution
What do you like best about the product?
Freshdesk is a great platform that allows to manage different costumer contact channels through just one solution.
Is really intuitive with a nice UI/UX, easy to use for users that maybe are not tech-oriented. Great integrations with the most common platforms on market.
Is really intuitive with a nice UI/UX, easy to use for users that maybe are not tech-oriented. Great integrations with the most common platforms on market.
What do you dislike about the product?
We are still starting to use Freshdesk and is working perfectly so far.
What problems is the product solving and how is that benefiting you?
- Multichannel costumer care (social media and emails).
- Ticket management
- Ticket management
Recommendations to others considering the product:
Innovative multichannel solution
great for managing multiple support requests
What do you like best about the product?
this software helps us maintain multiple client accounts on support packages seamlessly
What do you dislike about the product?
hard to find anything wrong - we have a package that works for us and works for clients
What problems is the product solving and how is that benefiting you?
managing multiple client accounts who need support, really helps us provide a professional service.
Recommendations to others considering the product:
make sure your clients can use email to access support queries.
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