Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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External reviews are not included in the AWS star rating for the product.
Was fast
What do you like best about the product?
Was simple to get an support from the fresh desk agent . Fresh Desk has clean interface with the MInt UI
What do you dislike about the product?
So far i don't have a dislike . As i used their support agent once for the upgrade to mint UI.
What problems is the product solving and how is that benefiting you?
We started using for our IT support customer service and help desk recently for our business and tracking tickets and jobs. We are able o attach tickets to Xero invoices so customers are aware of the services which we provided to them .
Recommendations to others considering the product:
Yes we have recommended to other business to us this cloud based solution for their customer service business . not only to free version but a paid version of the cloud app.
Very Helpful Support Team and Great Features
What do you like best about the product?
All in one support portal very helpful and friendly staff. They solve our problem on call. We have imported our contacts from pipeline deals to freshdesk. It is very easy to import content as freshdesk is compatible with other softwares and has apps to merge. We can set sla policies and monitor reports. Everything is present.
What do you dislike about the product?
nothing it is very good. The support has been very helpful specially Vikram and Sarnaya.
What problems is the product solving and how is that benefiting you?
Customer dealing
Ticketing
Automation of ticket assignment
Knowledge Base
Ticketing
Automation of ticket assignment
Knowledge Base
Recommendations to others considering the product:
best software for ticketing and automation
Quick setup and simple to use !
What do you like best about the product?
Simple user interface, great dashboard screen, drill-down reports are great.
What do you dislike about the product?
The multilanguage features could be improved on (not everything can be translated).
What problems is the product solving and how is that benefiting you?
Improved customer service, centralized knowledge base, better team work.
Excellent Service
What do you like best about the product?
Timely Response. Efficient staff. Clear guidance for quick resolution.
What do you dislike about the product?
We currently do not have any issues or complaints at this time.
What problems is the product solving and how is that benefiting you?
Internal service related tags can be reported by staff and organized so they can be quickly sent out to the appropriate manager for resolution.
Recommendations to others considering the product:
Should be a top consideration when implementing a software
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
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