Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Easy and excellent
What do you like best about the product?
easy to use, great support, very easy to integrate
What do you dislike about the product?
nothing, very few hurdles, nothing that we needed to overcome.
What problems is the product solving and how is that benefiting you?
Support department for IT solution
Recommendations to others considering the product:
easy to use, easy to integrate
Freshdesk
What do you like best about the product?
Freshdesk has a lot of features, and while we're not using all of them, the ones we do use make my life easier. Canned responses, Insert a solution, etc.
What do you dislike about the product?
The only thing that I disliked may be resolved in the 'mint' upgrade. When tickets come into our queue, sometimes the person submitting the request has chosen the wrong 'group'. We want to be able to view the open tickets, and quickly pick the correct group (without assigning it to an agent) just have the correct group designated so that the open ticket will appear in the filtered list.
What problems is the product solving and how is that benefiting you?
Customer support is more expedient.
I love Freshdesk services.
What do you like best about the product?
I like how Freshdesk allows me to put the customer first and allows for many management options!
What do you dislike about the product?
There's nothing in particular that I dislike about Freshdesk except that I cannot customize the ticket status names.
What problems is the product solving and how is that benefiting you?
I have been allowed to better connect with my customers and agents and create a conducive environment for customer service.
Freshdesk is a super powerful resource and support management tool!
What do you like best about the product?
I think the management of tickets is great. Having the ability to nest tickets through merging helps keep the overall ticket queue manageable and also keeps issues collected in an organized manner on a per-customer basis.
What do you dislike about the product?
Sometimes the management of the "reply-to" can be tricky. If a customer sends an email to one of our Freshdesk-ticket-creating email addresses, and we want to email the customer at a different email we have for them in their Freshdesk profile, we don't have the ability to change the address the email is going to from within the ticket in Freshdesk.
What problems is the product solving and how is that benefiting you?
Helping ensure customer issues are documented for solutions and previous problem history review. Helps for quicker resolutions of the same or similar problems in future interactions with those customers.
Easy to use, fast response, very good services
What do you like best about the product?
They ask me again if I have my problem resolve, pass a day of the solution to close the ticket.
What do you dislike about the product?
they dont speak spanish and the support services.
What problems is the product solving and how is that benefiting you?
I use freshdesk as a help desk for the company where I work now
Freshdesk Is great!
What do you like best about the product?
The customer support is wonderful every time I have had to contact them.
What do you dislike about the product?
The search function in the helpdesk leaves something to be desired. I love the rest of the helpdesk, but when I try to search for older tickets, it’s tricky.
What problems is the product solving and how is that benefiting you?
Responding to customers is quick and easy! We also have our FAQ made with their Solutions tab. It’s helpful to pop in FAQs and canned responses into replies to our customers.
Recommendations to others considering the product:
Don’t be afraid to ask questions! They are so friendly and helpful.
Very Quick and Accurate Support
What do you like best about the product?
I liked the quick responses and the readiness to understand what a user wants.
What do you dislike about the product?
I have not come across any major issue as such. In fact, if at all we have, it is always easy to contact them and get a quick response.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to serve over 1M+ users by offering support for all our products. I find it easy to sort tickets and manage them within our team.
Easy and smart way of taking care of your support history
What do you like best about the product?
What I like best about Freshdesk is Helpdesk in-depth analytics. It's so easy to understand the pain point since the report organize the types of tickets, priorities, status, and so on and so forth at a glance. No more manual tracking and reporting on spreadsheets!
What do you dislike about the product?
Hope to be able to customize the look and feel to provide users a consistent experience with parallel branding, but it was somewhat limited in a few details.
What problems is the product solving and how is that benefiting you?
responding to customer inquiries in a timely manner and analyze the pain points quicker and easier
Recommendations to others considering the product:
Knowing exactly what you want to achieve by using Freshdesk is more important than anything. Only then, you will see the value of Freshdesk. It's worth it!
Easy to use. Great new interface.
What do you like best about the product?
Flexible pricing structure. Robust options on free / low price plans. New interface is much more intuitive.
What do you dislike about the product?
Customer portal look & feel has been lacking in the past, but seeing improvements with Mint. Will definitely keep an eye on additional updates there.
What problems is the product solving and how is that benefiting you?
Support ticketing and sharing responsibilities amongst team members. Creating a semi-automated system to aggregate client requests.
Recommendations to others considering the product:
New interface definitely makes it more comparable to other solutions. Highly recommended. Looking forward to additional services from the Freshworks team.
Quick Responses and very helpful.
What do you like best about the product?
Quick responses from support! They also do their best to make sure they understand, exactly, the question being asked.
What do you dislike about the product?
some of the chat box limitations. I would like to see more preferences...It would be nice to be able to display the same email the user logged in to Bookbyte with. We have our chat box set to display only to logged-in customers, but they will often manually provide an email address that is not tied to an existing account....Also, more designs to choose from would be nice and the ability to further customize each design. What about animations (like the chat box bouncing onto the bottom of the screen so more people notice it?
What problems is the product solving and how is that benefiting you?
Self-service and Customer Service accessibility
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