Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Fantastic support
What do you like best about the product?
After reviewing a number of support platforms we proceeded with Freshworks because of their ease to implement, cost effective pricing, and customer ease of use.
What do you dislike about the product?
There is nothing I dislike about this product
What problems is the product solving and how is that benefiting you?
Omni channel support for all our customer contact points - email, facebook, messenger, live chat, emails, web forms, phone. Everything can be managed from one location with Freshdesk
Great support all round.
What do you like best about the product?
You'd expect the best customer service form a company who creates customer service based software, Freshdeesk deliver just that! I've had to use the support chat a number of times when going through the setup process. That chat works great, I don't think there has been one occasion where there wasn't a chat support agent available immediately. The email/ticket support takes slightly longer but this could have been down to the issues being slightly more complex. Every issue raised so far has been dealt with in an extremely professional manner and has been fully resolved. Notifications and follow up's to the tickets are also sent, which is a handy when you've moved on to something else.
What do you dislike about the product?
Cheap sausages, Wednesdays and when it rains. I dislike this box asking for more than 40 characters. I also dislike vague questions, if the question was What do you dislike about FreshDesk then the answer would have been 'Nothing'.
What problems is the product solving and how is that benefiting you?
Customer service issues, collaboration. Our team used to work independently on various systems, including plain email clients like Microsoft outlook. This has enabled us to work together on one platform to avoid duplicate content. We are extremely pleased so far and hope that this continues as we learn more about the system and how we can utilize it's benefits most efficiently.
Recommendations to others considering the product:
Give it a go, while there are other more feature rich solutions out there FreshDesk is quick and simple to use.
It's quick to start using and easy enough for the customers to love it
What do you like best about the product?
A lot of automation capabilities that give us peace of mind regarding our workflow and SLA score.
What do you dislike about the product?
The features are packaged in a way that force us to pay for an advanced plan just to use one or two minor things that we need.
What problems is the product solving and how is that benefiting you?
As a service provider, we are tied to a lot of SLAs with different customers. Freshdesk let us prioritize the cases based on type and severity to avoid missing important problem due to less critical ones filling up the queue.
Recommendations to others considering the product:
Try to get easy on your requirements and try to satisfy your needs with a feature subset that does the minimum for you, otherwise you will end up enrolling on a advanced plan that costs a lot of money, especially for a little company like ours.
Freshdesk is easy to use and perfect for our business
What do you like best about the product?
The interface is user-friendly and easy to navigate. Dashboard is simple and displays graphical stats that have useful information at a high level. Reports are simple to customize, filter, and export. Email support is prompt and effective and online support has plenty of FAQ and articles.
What do you dislike about the product?
When I close tickets, and customers respond after the ticket has been closed even if it’s a simple “thank you for clarifying” or “thank you for resolving my issue”, the response re-opens the ticket.
When the ticket gets re-opened, I noticed the resolution time does not resume from when it was closed but from when the ticket was created. So say a ticket was created at 9am, closed 1 hour later at 10am, and then re-opened at 9am the next day and closed shortly after, the resolution time would be 24 hours, instead of being a little over an hour.
When the ticket gets re-opened, I noticed the resolution time does not resume from when it was closed but from when the ticket was created. So say a ticket was created at 9am, closed 1 hour later at 10am, and then re-opened at 9am the next day and closed shortly after, the resolution time would be 24 hours, instead of being a little over an hour.
What problems is the product solving and how is that benefiting you?
Technical support. Overall, an effective and cost-effective tool for handling and resolving tickets.
Great product
What do you like best about the product?
Love how easy the tool is to use, no training is required, very intuitive
What do you dislike about the product?
The automatic reopening of tickets when someone responds to say thank you can be irritating, but easily dealt with.
What problems is the product solving and how is that benefiting you?
We wanted a central tool for requests to be sent to as opposed to them going to personal email addresses. The tool has enabled us to easily switch work between agents depending on availability, improve response times and avoid tickets being missed, whilst also enabling us to provide MI on the volume of requests and where they're coming from.
Recommendations to others considering the product:
Start by using the free version (Sprout) which has a lot of functionality, and then assess if you require a paid licence.
Awesome Service
What do you like best about the product?
The Freshdesk web interface is such a smooth experience. Since switching over to Freshdesk during our initial trial, we have now added all our support emails into it and our support team is able to track and mange all our support requests without problems.
It makes management of tickets a breeze and helps with the flow in our company.
It makes management of tickets a breeze and helps with the flow in our company.
What do you dislike about the product?
Sometimes the iOS version of the app doesnt let us know when new tickets arrive in the system. We have to manually open the app to see new tickets.
What problems is the product solving and how is that benefiting you?
Our support flow during our support times has increased as well as our respond time. Clients are being answered to and their problems resolved efficiently and effectively.
Recommendations to others considering the product:
If you need a ticketing system, Freshdesk is definitely the one to go for. The ease of answering tickets once set up is simply amazing. Their customer support is tops, with the support agents diligently getting to the bottom of your query. What I like about Freshdesk is their iOS app which allows my support team to be on the move, but still attend to queries when needed.
Great, simple to use UI, helpful support team
What do you like best about the product?
Simplicity of the UI make it easy for the team to start using w/o much of training.
What do you dislike about the product?
Liked everything, can't think of anything which I didn;t like
What problems is the product solving and how is that benefiting you?
Customer Support
Recommendations to others considering the product:
Go for it.
Easy to use product and helpful support team
What do you like best about the product?
Freshdesk is really easy to use and has replaced emails in many ways for our teams. We're excited about how well Freshdesk supports integrations; this was a major selling point for our teams as it will save large amounts of time.
What do you dislike about the product?
I sometimes have a hard time finding what I'm looking for in the knowledge base, when I'm looking for simple answers I have a hard time locating what I need.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to better divide up tasks among team members. We have robust reporting and good transparency into how our teams are doing and where they get caught in the weeds on tasks.
Robust and easy to use Helpdesk software
What do you like best about the product?
As a non-techy person, this product is very easy to set up and extremely customizable.
What do you dislike about the product?
Almost too robust for our small business
What problems is the product solving and how is that benefiting you?
It has opened up our knowledge-base making solutions more accessible to our customers and the customizable ticket forms allow us to guide the information we get from our customers to serve them more efficiently.
Recommendations to others considering the product:
After researching a few of the free and paid Helpdesk software out there, Freshdesk is a great option for the price and support. They are transparent about what features you do and do not get at each level and will work with you to find the right package to meet your needs.
Nice but we need more feature
What do you like best about the product?
It is easy to use and it is continuously improving. The best part? Their support team!
What do you dislike about the product?
There are still bugs but who am I kidding? I can't expect a technology to be a 100% at all times.
I'd like to make a feature request tho
>Add a field where we can add details about about customer so we don't have to ask them the same information again and again
>I'm not sure if you have a chat support system? I mean, where we can use to chat to our customers? The current system we're using is not so good :(
>a tracker for the agent. For example: the admin will be able to see the time when the agent logged in and out, the tickets that the agent replied, added notes or even visited
I'd like to make a feature request tho
>Add a field where we can add details about about customer so we don't have to ask them the same information again and again
>I'm not sure if you have a chat support system? I mean, where we can use to chat to our customers? The current system we're using is not so good :(
>a tracker for the agent. For example: the admin will be able to see the time when the agent logged in and out, the tickets that the agent replied, added notes or even visited
What problems is the product solving and how is that benefiting you?
I'm not the owner of the business, however, I suppose it makes the communication much easier (of course!)
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