Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Wonderful application to use
What do you like best about the product?
Concept of work allocation and it's subsequent tracking
What do you dislike about the product?
That similar tickets cannot be grouped into 1
What problems is the product solving and how is that benefiting you?
Work allocation and it's follow-up
Outstanding
What do you like best about the product?
Promptness and excellent clarification. I reached out to Freshdesk support for a feature request and was helped immediately.
What do you dislike about the product?
As of now, I do not dislike anything about Freshdesk.
What problems is the product solving and how is that benefiting you?
Student, Staff, & Faculty issues related to Information Technology.
Friendly tool and a great support for users
What do you like best about the product?
Freshdesk is an easy and helpful tool to improve management of daily requests at your company. You can make several setups on a simple way.
What do you dislike about the product?
About solutions tool, we should have a more specific report about satisfaction of users. It should present a table with more reads, and also, what are the best and worse articles reviewed.
What problems is the product solving and how is that benefiting you?
The main problem was about lack of communication and also a quickly way to control and Freshdesk is helping us. We have some more personal channels for clients such as WhatsApp and found some difficulties to change clients from there to Freshdesk, but the ones which migrate channels like a lot about e-mail notifications, reporting about issues and these resources. For us, it is really good because we use some indicators of survey quality to bring at weekly meeting.
Recommendations to others considering the product:
It really helps and mainly help center setup is quite easy to understand. Also, UX experience is amazing because inside screens we have video tutorials, but in case you still need help, Freshdesk support team surely will help you on a short time.
Easy to use this app and solve tickets using ur cell phone
What do you like best about the product?
I could use my cell phone and could solve my tickets anywhere anytime.
What do you dislike about the product?
May be it could merge all tickets from one sender.
What problems is the product solving and how is that benefiting you?
Custom tee support
Feature rich helpdesk software but comes as a price!!!
What do you like best about the product?
Design, Package offerings & Support. Easy to use and setup. Provides timely customer service. Each time I've contacted support the turnaround time has been impressive.
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
What do you dislike about the product?
There is nothing to dislike in freshdesk. I would love though if they would have affordable pricing (for ones not in U.S.). Reports could be better. The native reporting (although slightly improved) is fairly basic. However, once exported, the details can be managed from there, but it is another action.
What problems is the product solving and how is that benefiting you?
Solving my client's queries in timely manner. 'Follow up' has not been so easy.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Recommendations to others considering the product:
Overall, it is very user-friendly. It takes some time and effort to set up but very little effort to maintain. Training agents to use the software is straightforward. The delegation system can be used to keep all incoming mail and requests in line. Other rules can be used to make sure nothing goes unnoticed.
It's a dummy's guide to best customer support.
It's a dummy's guide to best customer support.
the service provided by freshdesk is fast, efficient, effective.
What do you like best about the product?
the user interfae is one of the key features i like as it's simple for anyone to use and gives a great variety of reporting tools, which is useful in making sure the team is efficient..
What do you dislike about the product?
So far I have not found anything that i dislike.
What problems is the product solving and how is that benefiting you?
we are able to better manage our tickets and make sure tickets are addressed in a timely fashion.
Easy and good tooling
What do you like best about the product?
The tooling has a lot of features, it is easy to setup a helpdesk very quickly.
What do you dislike about the product?
The logic of where to find certain topics.
What problems is the product solving and how is that benefiting you?
Certain customer questions.
Fast response and excellent customer service!
What do you like best about the product?
Loved that an actual person answered my call and offered great support! Solved my issue right away.
What do you dislike about the product?
I can't think of anything I disliked. Great job all around.
What problems is the product solving and how is that benefiting you?
Great for organization, communication with customers.
Recommendations to others considering the product:
Great product! You won't be disappointed.
Great Platform and Good Customer Support
What do you like best about the product?
User-friendly platform.
Easy to customize.
Easy to customize.
What do you dislike about the product?
Some features essential to customization are not available with the Garden plan.
What problems is the product solving and how is that benefiting you?
time wasted to document and resolve issues.
Optimized the process by reducing the time spent on documenting and addressing client issues.
Optimized the process by reducing the time spent on documenting and addressing client issues.
It's incredible easy to set up, beautiful UI
What do you like best about the product?
Easyness, simplicity, aesthetics. It's very very user friendly. An excellent solution to provide customer care and can be integrated with several channels to increase the contacts iteractions.
What do you dislike about the product?
Doesn't has whatsapp or instagram integrations.
What problems is the product solving and how is that benefiting you?
Adecuated responses time, continuing customer care, inspire support agents
Recommendations to others considering the product:
You should use the forwarding method to build your knowledge base, as much as content you can create for your support services, as much efficiency will increare for your support team.
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