Freshdesk Omni
Freshworks Inc.External reviews
3,550 reviews
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External reviews are not included in the AWS star rating for the product.
Absolute best customer service
What do you like best about the product?
The customer service is the best I have ever seen in any product. I was on a help desk myself for 6 years and I considered our help desk one of the best but Freshdesk blows us out of the water. They are highly trained and it usually doesn't take more than a second for them to give you a solution. The longest I've had to wait was maybe 5 minutes. I honestly don't know how they do it.
What do you dislike about the product?
Not much. Some of the admin areas are hard to find due to similar-sounding names but if you poke around a bit you'll find them. You can also try asking one of the chat agents who are on call to guide you where to go. Perhaps a setup wizard would be useful.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
What problems is the product solving and how is that benefiting you?
It is a one-stop shop for customer communications. It allowed us to stop relying on individual emails to communicate with our customers and freed us from getting swamped with emails and finding email chains. It also allowed us to track our SLA with our customer due to very robust and custom controls.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
Recommendations to others considering the product:
Initial setup can be a bit of a chore if you've never used Freshdesk before. If something seems hard to you, waste no time in clicking that little "Help and Support" button and they'll spend as long as you need and answer as many questions as you need in order to get it done. They're also the most positive support team I've come across. There are a hundred little things that indicate this, from their auto-responses to the wording on their site. Very very happy with these guys.
Great Platform
What do you like best about the product?
Easy to use, instant support.
It is really what I need for my business.
It is really what I need for my business.
What do you dislike about the product?
Nothing. I regred not finding this product earlier.
What problems is the product solving and how is that benefiting you?
Centralizing customer requests.
Recommendations to others considering the product:
Just use it.
Freshdesk user
What do you like best about the product?
Easy to navigate and assign tickets to customers.
What do you dislike about the product?
I do not like how they order the emails in the platform.
What problems is the product solving and how is that benefiting you?
Easy to keep track of customer
Recommendations to others considering the product:
Use all the features it offers.
Simple, Easy, Powerful
What do you like best about the product?
I like the intuitive user interface which allows for fast navigation, leading to faster customer response times.
What do you dislike about the product?
The reports are not customisable enough.
What problems is the product solving and how is that benefiting you?
Customer service prioritisation, Live chat help desk functionality.
Efficient service and great ticket tracking
What do you like best about the product?
Freshdesk organizes tickets and resolutions in a way that is easy to keep our customers up to date on how we are resolving their concerns. The customer gets notified in an email of a change to their ticket.
What do you dislike about the product?
It is a little difficult to organize and see common questions and issues that come across. If you have multiple support people looking at all the tickets, you might not catch common requests/issues.
What problems is the product solving and how is that benefiting you?
We are a software as a service company, so customers are emailing in with functionality, documentation, and glitches that might be going on. We are keeping track of those with solutions and trying to improve our product and get our help documentation to a point where customers can self-help if they prefer to do it that way. Freshdesk has a way to categorize tickets and to see how many of a type you are getting. We have used this to train our staff to better support as customer requests and questions come in.
Good ticketing system
What do you like best about the product?
The Freshdesk dev team does a great job working with us to customize our portal to look like our company website.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
The relatively new Discuss feature within tickets is a great real-time interdepartmental communication tool for teamwork resolution.
What do you dislike about the product?
Further development of the Discuss feature should include the ability to add a discussion to a ticket after discussion terminates so the content isn't lost when discussion is closed, similar to the chat feature.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
In the Admin settings, all email notifications need to be able to turn off.
Enable an easy way to compare Dispatcher, Observer, and Supervisor rules to ensure no alerts are being duplicated.
It would be good to have an Admin Permission assignable to specific users to be able to un-merge tickets, since tickets cannot be un-merged at this time.
What problems is the product solving and how is that benefiting you?
One business problem we are solving is customer communication/satisfaction.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
One benefit we have realized is that we can engage our customers effectively through the use of Forums, not only for discussion/interaction with our company but also between customers for sharing best practice use of our products.
Recommendations to others considering the product:
Be sure to weigh how Freshdesk will integrate with the other programs currently used by your company (ex: CRM, CMS, email provider, developer control repository, etc).
Freshdesk for eCommerce customers
What do you like best about the product?
The ease and ability to edit the Knowledgebase to best suit clients needs. Freshdesk has been designed so that you can bring your own branding/scheme into play which works very well with the current website and CRM design.
What do you dislike about the product?
Freshdesk support seems to be a little lack-luster. There have been simple bug issues that have been reported over 3 years ago with no resolution yet.
What problems is the product solving and how is that benefiting you?
The migration from an old Knowledgebase to Freshdesk was manual in nature, but worth the time as now we can properly monitor usage using Google Analytics (built into FD). Everything with FD seems crisp and clear for client-side use.
Recommendations to others considering the product:
Layout what you require and speak to the help department at Freshdesk. They will let you know what plan you will need, don't get stung after spending weeks migrating.
Its fast, reliable & very helpful.
What do you like best about the product?
Best for Customer Services and record keeping. Swift to track customer's all previous queries & data. Very helpful for data analysis and to minimize the customer's problems as well as queries. Easy to understand and to use it.
What do you dislike about the product?
The major flaw I noticed is when we cannot modify it according to our needs. It should be more customized. So we can facilitate our customer more effectively & efficiently.
What problems is the product solving and how is that benefiting you?
We are using it for Customer Services. Its doing great to serve our agents and customer in a better way. Its very easy to resolve our agents & customers problems as well as queries.
Recommendations to others considering the product:
I will surely recommend other companies to use Fresh desk for Customer Support Services, reliable and very helpful. Easy to understand and use.
New Freshdesk implementation
What do you like best about the product?
Ease of customisation & ease of use, yet has all the features we need.
What do you dislike about the product?
Some fields cannot be customised and a number of integrations are not yet compatible with the new Mint interface
What problems is the product solving and how is that benefiting you?
Bringing together 3 different support teams into one support portal and giving our customers access for the first time to a system to raise & view tickets as well as a knowledge base.
Recommendations to others considering the product:
Lots of configuration options available. Start with the minimum you need for go-live and roll out incremental changes as you get more experience.
Powerful platform, nowhere near finding its limits
What do you like best about the product?
It's slick - it all seems to work pretty well together and it's improved our workflow, I like the interface, for the most part
What do you dislike about the product?
I think the WYSIWYG for setting up responses, sometimes getting the format right can be a real pain - it's the same as a lot of interfaces though so no worse
What problems is the product solving and how is that benefiting you?
Managing enquiries to several teams in a large organsation
Recommendations to others considering the product:
The software can only mirror the structures of your own teams, often the limitations you'll find will be with your own practises
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