Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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Freshdesk, the best helpdesk for you!
What do you like best about the product?
Freshdesk has a simple yet powerful interface. The ease of use allows for new agents to learn and utilize the system quickly. Freshdesk can give you a single Point of Contact for the entire support team. Because Freshdesk is web based your support agents can work from anywhere.
What do you dislike about the product?
I would like to be able to add the features I need without paying for features I will never use.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to have our documentation available to our customers 24/7. We utilize Freshdesk to track issues that are common among our customers. The online help desk allows our customers to search for information on the help desk in the documentation and on their past tickets. Freshdesk has helped us provide our customers with a better experience when working with our support agents.
Great product for a small helpdesk
What do you like best about the product?
I like how full featured their free plan is. For a small non-profit IT helpdesk, it is a lifesaver! Tracking tickets with all the features of a full helpdesk has been great.
What do you dislike about the product?
For the free plan, there is really nothing I dislike. Anything I wish I had would be solved with a paid version or one of their other products (e.g. fresh service).
What problems is the product solving and how is that benefiting you?
Managing IT helpdesk. Has helped us gain efficiency and insight into our support processes!
Recommendations to others considering the product:
Give it a try!
Best CRM app for organization
What do you like best about the product?
Merging of tickets
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
Version of tickets
managing tickets
customize reports as per requirement
customize client portal & admin portal
What do you dislike about the product?
Not much as per the price all expected features has been delivered.
What problems is the product solving and how is that benefiting you?
Handling of tickets made easy with smooth transition & with minimum complexity
Recommendations to others considering the product:
Its easy fast handy & friendly to use as its simple & manageable
Happy to help Clients through Freshdesk portal
What do you like best about the product?
Freshdesk comes up with advanced feature of customization.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
It also make ease for creating and managing the tickets.
SLA management and Response automation is excellent.
Dashboard gives the current status of all responses in addition with graphs structure.
Report generation with customers feedback and responses is great.
User Friendly
Creating Canned responses, articles, templates and other Helpdesk productivity makes more handy for use.
For email support each user get clear idea about their productivity.
What do you dislike about the product?
There is no con's we faced while using Freshdesk, you will face issues or difficulties when Freshdesk new update runs.
What problems is the product solving and how is that benefiting you?
Average costing for Enterprise, Great product for your organization, You will not disappoint managing as a User or Administrator
Recommendations to others considering the product:
It is profitable and also more reliable instead of other Helpdesk. We recommend you to use once and you will not disappoint from the product.
Freshdesk user review
What do you like best about the product?
I love the live chat and how you can see if your customers are visiting your site. You can as well initiate the chat for customers that are online when there is an urgent matter that you need to communicate with them.
What do you dislike about the product?
The Ticket Summary on the Dashboard page. I think it should be shown as Open, Waiting on Customer, Due Today, Pending and Overdue. Since we don't usually get to have a ticket to be overdue. As much as possible, we attend to open tickets and resolve them.
What problems is the product solving and how is that benefiting you?
Customer Issues on their network, SIMcard orders, trouble shooting, promotions and other marketing leads, follow ups, etc. Benefits would be that I am able to communicate easily with customers through chat, email, ticketing system, notes and calls. Communication is very important and I am happy that Freshdesk provides it very well.
Recommendations to others considering the product:
Try to make use of its features more and you'll get to love it as much as I do. I have continually recommend this platform to my friends so they can experience the ease in a support platform. I must say it has been very helpful and I am thankful that we are using it since the business has started. Our customers love our support and they are happily giving feedback whenever they have the chance to. So, we are very much delighted with the outcome of our work.
The best helpdesk for our business
What do you like best about the product?
Freshdesk is clean and simple to us. That doesn't mean that it is lacking in features. Freshdesk has excellent reporting and analytics. Great API support for our developers to tie in our solutions. We also use the chat and telephony features. The support article ability is also feature rich and easy to use. It's automation features are easy to set up .
What do you dislike about the product?
Development roadmap is not transparent and updates are few and far between - but it's difficult to make something this good - any better.
What problems is the product solving and how is that benefiting you?
We needed a simple but powerful helpdesk to support our customers. It's clean interface and ease of use for our customers raises satisfaction.
Ex
What do you like best about the product?
Quite a good soft to use for help
Desk..
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What do you dislike about the product?
Nothing all the features Are good and easy to use
What problems is the product solving and how is that benefiting you?
Remote connections
Freshdesk is a great addition to our team
What do you like best about the product?
It's hard to pin down one feature that I like best. We find that prospective students, students, staff, and faculty all choose to communicate with us over chat when they have a problem. The chats are easily converted into tickets where we are able to keep track of issues that can be resolved quickly as well as ongoing issues. We use Google Analytics with our Freshdesk Knowledgebase and find that people all over the country have found our KB articles helpful. We are going to be implementing the new "bot" feature soon and think our users will find that incredibly useful, like being able to chat anytime day or night!
What do you dislike about the product?
If there is any one thing that I dislike it is that we do not seem to be able to mark knowledgebase articles as non searchable by search engines. We find that people from all over the country find some of our KB articles and subsequently ask us for help with products we are not able to assist them with. It would be nice to be able to keep some articles from being indexed and searchable.
What problems is the product solving and how is that benefiting you?
Some common questions are asked by students by email and with Dispatch'r rules in Freshdesk we are able to send automated responses to those students immediately.
Easiest Product when it comes to Customer service!!
What do you like best about the product?
This tool is very smooth and easy to use!
The support channel for users is simple excellent which allows you to create tickets through emails.
The support channel for users is simple excellent which allows you to create tickets through emails.
What do you dislike about the product?
it might be nice to be able to choose specific functions to add to your license cheaply without needing to upgrade to the next level....other than that no complains.
What problems is the product solving and how is that benefiting you?
It helped us managed our workflow and have a simplified option to count out the emails and request we were dealing with at the moment.
Recommendations to others considering the product:
Freshdesk is very easy to recommend as the price is very accessible, carries a lot of different features and has a very good look.
Best Service desk
What do you like best about the product?
We enjoy using fresh desk for our service desk needs as it lets us use social media integration for tickets.
What do you dislike about the product?
New modern design is hard to get used too and moves some features around.
What problems is the product solving and how is that benefiting you?
Customer issues and service requests are a lot easier than our old system.
Recommendations to others considering the product:
Be ready for an easy to use streamlined interface!
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