Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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great
What do you like best about the product?
the speed of response layout and qulaity of the process flows
What do you dislike about the product?
not alot really if i was being critical some of the automation set up could be easier
What problems is the product solving and how is that benefiting you?
it support logging we good reporting
Automated Rules + Supervisor Options + Reporting + Employee Accountability + Badges = A+
What do you like best about the product?
Held staff of a "common/shared" email address accountable for their "actions" or "lack of".
What do you dislike about the product?
Global pricing regardless of Agent role.
What problems is the product solving and how is that benefiting you?
Addressing problems: Accountability addressed overall with respect to answering/ignoring customer inquiries, automation rules to archive, forward, tag, assign any incoming email to the respective internal teams, visibility to "weaknesses" when responding to incoming emails/"tickets".
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Realized Benefits: Reduction customer/vendor service "issues" by routing email to the appropriate groups of staff or departments within our organization based on the sender of the incoming email, keywords within, count(s) of correspondence, escalation of "overdue" responses via SLA rules, etc...
Recommendations to others considering the product:
Recommendations:
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
1. Have your orientation call with FD. Keep it as High-Level as possible.
2. Get a test account setup and go through the intro interactions with FD.
3. WATCH ALL of the videos online FIRST - BEFORE wasting your time or anyone at FD. (time is money for all of us! :)
4. While watching the implementation & training videos, keep adding to your list of short HIGH-LEVEL questions.
5. Try not to learn "everything" it can or cannot do. Make your list from #4 and schedule a time 1-2 weeks out to review with FD on a 30-minute call to see if there is a show-stopper or not for your business. This call will challenge FD to give you the answers you want - but will be worthless if there is something fundamental to your business that FD cannot solve or help with (I'd be surprised if you made it through #1-#3 and FD would not be able to help!
Easy to use ticket system for support
What do you like best about the product?
Freshdesk is extremely easy to use. No training needed.
What do you dislike about the product?
The reporting capabilities are fairly basic. Would like to run more robust support reports.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to track our tickets and offer a self-service helpdesk.
Easy to use and user friendly
What do you like best about the product?
GUI it's at very best when we compare with another helpdesk available in the market.
What do you dislike about the product?
I don't like the Mint Version which has a lot of bugs.
What problems is the product solving and how is that benefiting you?
Track a record of service desk and follow it accordingly.
Review of Freshdesk
What do you like best about the product?
Makes my support work a breeze with canned responses and organization.
What do you dislike about the product?
I have nothing negative to say about my experience with Freshdesk.
What problems is the product solving and how is that benefiting you?
Tracking, organizing, following up, delegating.
Fast and reliable support
What do you like best about the product?
The FD-supporters help to identify the problem directly, precisely and fast + they don't refer to long FAQ entries. Most of the FD-supporters work very closely together and quick inquiries to several persons are therefore simply possible.
The instant chat on the support page took some getting used to at the beginning but after a while it becomes very pleasant on the part of the answering speed.
Other tools have taught us how complicated user interfaces and admin interfaces can look like, but Freshdesk has made it much easier and more intuitive. >> very simple to use and administer.
The instant chat on the support page took some getting used to at the beginning but after a while it becomes very pleasant on the part of the answering speed.
Other tools have taught us how complicated user interfaces and admin interfaces can look like, but Freshdesk has made it much easier and more intuitive. >> very simple to use and administer.
What do you dislike about the product?
Multilanguage support would be nice, especially for my colleagues who prefer to talk in German.
We don't really like the fact, that you can't attach larger files (over 15mb) to the knwoledge-base and tickets.
We don't really like the fact, that you can't attach larger files (over 15mb) to the knwoledge-base and tickets.
What problems is the product solving and how is that benefiting you?
We use Freshdesk on our official support page for our customers. During daily use we mainly receive e-mails, which are then processed with Freshdesk by our support-employees.
Our customers and the support staff are very enthusiastic about the tool and its pleasant operation.
In addition, we find the setting options and event triggers for the tickets really powerful.
Our customers and the support staff are very enthusiastic about the tool and its pleasant operation.
In addition, we find the setting options and event triggers for the tickets really powerful.
Recommendations to others considering the product:
Better API Documentation
Problem solver
What do you like best about the product?
Fast resolution. When the initial tech could not resolve a higher tech got involved and solved it.
What do you dislike about the product?
Response features are a bit confusing. We have sent stuff to customers unintentionally.
What problems is the product solving and how is that benefiting you?
We run all of our customer communications through it.
Recommendations to others considering the product:
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Works really well
What do you like best about the product?
Freshdesk has been working really well for us. We have a few departments in our company that use it, and everyone seems pretty happy with it. I appreciate the API so that our users can create tickets from our website for various requests. If I do have an issue, their support is very quick to resolve it.
What do you dislike about the product?
If I had to pick something that I dislike about it, it'd be the speed. It feels like some pages could be a bit snappier. But that's nit-picking, and it's really not a problem.
What problems is the product solving and how is that benefiting you?
We now have all of our support requests in one place, and we can run reports and track our issues much easier than we could before. We just started using the Live Chat for our customer-facing website, so we were able to cancel our old service that we had been paying for. This Live Chat looks and works much better than our old one.
Very pleased
What do you like best about the product?
Support - whatever issue you may have they come back to you with an answer very quickly.
What do you dislike about the product?
Hard to say. The product is great. Nothing found :)
What problems is the product solving and how is that benefiting you?
Ease of use and ability to keep it in one place.
Good and well structured support system
What do you like best about the product?
It is easy to sort and keep track of tickets in the support system. You can do this easily by creating your own views.
What do you dislike about the product?
The translations are not 100%. They work most of the time but there are small quirks in the translations that are incorrect.
What problems is the product solving and how is that benefiting you?
We can easily keep track of questions and support that our customers want help with.
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