Freshdesk Omni for MSP
Overall Satisfaction with Freshdesk Omni
As a managed service provider we are providing front line support to our customers with their network infrastructure. Customers will open tickets with our help desk to address network outages, performance degradation and other scenarios. We also use Freshdesk Omni for internal employee requests related to software requests or security concerns. We have 2 portals to support both use cases and have customized them accordingly.
Pros
- Automation with communication tools
- Integration with 3rd party services and monitoring tools
- Customization of fields and SLAs
Cons
- The four SLA categories are fixed and it doesn't align exactly with our customer SLAs, where we only have 3 (High, Med, Low).
- Initial setup with Microsoft 365 with a email filtering was time consuming to configure.
- Our customers often give feedback to closed tickets to track satisfaction scores
- Customers appreciate the value of viewing their tickets in the customer portal
- We save time by having a single source system to interact with our customers and track issue history.
Feature and functionality was similar to Zendesk but the initial cost was lower and they were very helpful with the initial configuration and deployment.
Do you think Freshdesk Omni delivers good value for the price?
Yes
Are you happy with Freshdesk Omni's feature set?
Yes
Did Freshdesk Omni live up to sales and marketing promises?
Yes
Did implementation of Freshdesk Omni go as expected?
Yes
Would you buy Freshdesk Omni again?
Yes
Comments
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