Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Great tool to make support easy
What do you like best about the product?
The flexibility of and the intuitive easy administration
Record time to market for helpdesks
Record time to market for helpdesks
What do you dislike about the product?
Reporting very limited in the Garden plan which is the middle one
What problems is the product solving and how is that benefiting you?
Quick ticket assigment, easy interaction between groups, better service to customers
Recommendations to others considering the product:
Before buying be aware of your helpdesk growth scope since it is billed per agent, per month
Much easier to setup and use than Zendesk
Great ticket distribution and automation rules
Much easier to setup and use than Zendesk
Great ticket distribution and automation rules
Great Helpdesk Platform
What do you like best about the product?
I love that the Freshdesk platform is very easy to use and learn.
What do you dislike about the product?
Can get quite pricey for the higher tiers
What problems is the product solving and how is that benefiting you?
Helpdesk platform. This allows us to keep track of any tickets or requests we get.
A great Help desk ticketing system
What do you like best about the product?
For a very reasonable rate, it hit all of our requirements. It is extremely easy to use and will give us insight on how our organization is doing in terms of customer support.
What do you dislike about the product?
I have yet to find anything negative about the product.
What problems is the product solving and how is that benefiting you?
We needed a system that gave us metrics and deep integration with Power BI, among other external applications. Freshdesk has it all, and they are adding more all the time.
Very professional
What do you like best about the product?
Very helpful and precise. They helped me step by step to resolve my problem
What do you dislike about the product?
Nothing I don't like. They are really productive
What problems is the product solving and how is that benefiting you?
I needed to know about setting up automatic reply-s. This helps our customer to have a reply even out of business hours
Freshdesk will help you import support for your customers.
What do you like best about the product?
Freshdesk is cloud based. In an emergency support personal can access and work on issues from anywhere. The automated rules help with moving issues along in the support process. Rules keep customers updated and informed.
What do you dislike about the product?
The lack of reporting options and automated report features. I would also like to see admin access on the mobile app.
What problems is the product solving and how is that benefiting you?
Support Automation and Portal access keep customers informed and updated on their status.
Recommendations to others considering the product:
Yes, Freshdesk has worked for us and has drastically improved our helpdesk
Great product.... great service!
What do you like best about the product?
Freshdesk's simple layout and process offer a clear, clean and concise way to mange tickets.
Navigation is simple and quick which allows you to keep on top of outstanding work.
Navigation is simple and quick which allows you to keep on top of outstanding work.
What do you dislike about the product?
The fact that Freshdesk is not fully aligned with our AD, necessitating us to use a separate username to that which we use to log onto our domain. It is technically possible, but this isn;t a problem with Freshdesk per-se, more a constraint of our domain and the resource required to manage the necessary changes.
What problems is the product solving and how is that benefiting you?
All.
From requests for changes, logging requests, answering support queries.
We are using it to track our workload during this critical time of our SAP project and to justify resource, as well as outsourcing to contractors using FD.
From requests for changes, logging requests, answering support queries.
We are using it to track our workload during this critical time of our SAP project and to justify resource, as well as outsourcing to contractors using FD.
Recommendations to others considering the product:
Stock considering it and start using it.
Simple to deploy and simple to use
What do you like best about the product?
Our favorite aspect about the platform is the ability to manage customer tickets all in one place and have multiple staff work on the tickets. Other great features are the canned responses that save a huge amount of time.
What do you dislike about the product?
There is a quirk in allocating a ticket to a member from within a ticket - sometimes it does not list the potential staff. This on the other hand could just be us not taking the time to look closer..
What problems is the product solving and how is that benefiting you?
It is the centralized place to manage all incoming customer support tickets. Major two benefits are organization of tickets and time saved.
Recommendations to others considering the product:
We looked at a number of applications and this won us over on easy of use.
A Support Software System That WORKS!
What do you like best about the product?
The interface is clean and easy to navigate.
What do you dislike about the product?
Some time was closing and/or bulk updating tickets Freshdesk take a few to refresh itself, but other then that I don't have many dislikes.
What problems is the product solving and how is that benefiting you?
The "problem" t solved for us was keeping tracked of (mostly) Chromebook repairs, and other IT issues. It also helps us keep track of students who have used their free repair; we have it set up where Freshdesk send a daily export with any info we set from the days closed tickets.
Freshdesk - Mint
What do you like best about the product?
Its very user friendly. Easy to read,. Self explanatory functionality.
What do you dislike about the product?
Load times on larger tickets.
What problems is the product solving and how is that benefiting you?
Logging customer data and ensuring we are assisting customer efficiently.
Great product, great service
What do you like best about the product?
Ease of use and implementation. We were up and running in less than 1 month plus the support that we've received post being live has been really very good too.
What do you dislike about the product?
I still find the customizations to be challenging, we want to deploy 3 different portals with different information on each (based on user group). Organizing for that has been a challenge.
What problems is the product solving and how is that benefiting you?
Lack of visibility into process flows, work queues, capacity.
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