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.
Simply works
What do you like best about the product?
Flexibility and ITIL compliance. The new mint look and support to the product
What do you dislike about the product?
Lack of free integration with Trello, lack of free integration with own SIP system, lack of integration with new Google chat
What problems is the product solving and how is that benefiting you?
Support cases from customers and internal IT.
Helps keeping a tab in all issues and organised
Helps keeping a tab in all issues and organised
Great product, even better Customer Service
What do you like best about the product?
Let's us work as a team and we use it to archive customer service issues. With simple tools, we can classify most of the issues that come into the customer service email account and dispatch the right individual or stock answer.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
There are more aspects we can and will implement to make customer service a seamless experience for both our customers and staff.
Their (Freshdesk's) customer service is great. Either on phone, e-mail or chat - 24/7 and they will solve the problem.
What do you dislike about the product?
Sometimes a little difficult to setup the exact way you want, but see what we like best!
What problems is the product solving and how is that benefiting you?
We wanted a way that we could centalize the customer service function; which is key to our success; in a way that all stakeholders could have optics.
It has succeeded.
It has succeeded.
Recommendations to others considering the product:
Take your time and test out all the features.
Freshdesk for Customer Support
What do you like best about the product?
Freshdesk is helpful for organizing customer tickets and keeping track of everything that needs to be done.
What do you dislike about the product?
It would be nice if Freshdesk had a to-do feature to go with the tickets for later follow-up!
What problems is the product solving and how is that benefiting you?
Organizing hundreds of tickets is really great and definitely solves our overflowing inbox problems.
I love this program! It helps me stay on track
What do you like best about the product?
I'm really bad at getting back to tasks that have been put on hold. Before, trying to manage my client support requests was a nightmare. I'd get involved in something else and forget to come back until the client was irate. Now, I can see every open issue and what needs to be handled. I also like that I have an app on my phone for emergency support. Also, the customer support when we find bugs is amazing. Literally hours to turn around.
What do you dislike about the product?
Nothing really so far. It's been really useful. I guess my only issue is that so many of our tickets end up with the title New Entry: Open a Support Ticket when our users create the tickets. But that might be user error. I haven't investigated.
What problems is the product solving and how is that benefiting you?
Our clients are happier. They know what's going on and can check our work in progress. And fewer things fall through the cracks when they get overridden in importance with an emergency.
Recommendations to others considering the product:
I can't say enough about how wonderful this product it, and how it has helped me provide better service to our clients and keep on track.
Easy!
What do you like best about the product?
I like how easy it is to set up and integrate data as needed. We have a small department within our company and needed something easy to use and deployable yesterday. We found it!
What do you dislike about the product?
We ran into issues uploading our contacts but once we contacted support we were all set!
What problems is the product solving and how is that benefiting you?
It helps with our GIS support services both internally and with customers.
Convenience and efficiency at it's best !
What do you like best about the product?
Love the rich features, simplicity and efficiency. We have to deal with 500+ emails every single day and the ability to sort these emails and reply quickly is very important. Freshdesk is by far the best platform for this purpose. Ability to link Facebook pages is an added advantage !
The support staff is excellent. This isn't some shabby organization where we write to support and wait 24 hours (or more) before they write back to us. With Freshdesk, we write to support = Support replies within 1 hour. LOVE THAT !
The support staff is excellent. This isn't some shabby organization where we write to support and wait 24 hours (or more) before they write back to us. With Freshdesk, we write to support = Support replies within 1 hour. LOVE THAT !
What do you dislike about the product?
On RARE occasions Freshdesk can be VERY SLOW which is a real pain. We are a SLA oriented business and replying to our customers as soon as they get in touch with us is very important.
What problems is the product solving and how is that benefiting you?
Ability to sort different types of queries and reply quickly has made a good impression on our customers. This is highly beneficial to our organization as it encourages them to use our website and services again.
Recommendations to others considering the product:
I can fully recommend this product. I've experienced Freshdesk as a agent and as a administrator. The ease of use and rich features provided by this platform is unparalleled. Anyone considering the switch should do so without any hesitation. You will not be disappointed.
Excellent product
What do you like best about the product?
user friendly, reliable service from the support desk exceptional
What do you dislike about the product?
The solution fully meets our requirements
What problems is the product solving and how is that benefiting you?
Communication tool with our customers, measure and monitor performance
Recommendations to others considering the product:
Will definitely recommend
Solid product for a good price
What do you like best about the product?
Portal customization team is excellent very cost effective for custom portal.
What do you dislike about the product?
3rd party integration is limited would like to be able to integrate other products in our workflow.
What problems is the product solving and how is that benefiting you?
Helpdesk for our application. Great place to post our user guide.
Recommendations to others considering the product:
Utilize the freshdesk support team heavily during your free trial they are very helpful.
Absolute best customer service
What do you like best about the product?
The customer service is the best I have ever seen in any product. I was on a help desk myself for 6 years and I considered our help desk one of the best but Freshdesk blows us out of the water. They are highly trained and it usually doesn't take more than a second for them to give you a solution. The longest I've had to wait was maybe 5 minutes. I honestly don't know how they do it.
What do you dislike about the product?
Not much. Some of the admin areas are hard to find due to similar-sounding names but if you poke around a bit you'll find them. You can also try asking one of the chat agents who are on call to guide you where to go. Perhaps a setup wizard would be useful.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
Minor gripe but I also noticed they changed the default screen shot display to be a very small picture that pops up with no ability to maximize. It used to default to opening a new tab with the full-sized image which I prefer.
What problems is the product solving and how is that benefiting you?
It is a one-stop shop for customer communications. It allowed us to stop relying on individual emails to communicate with our customers and freed us from getting swamped with emails and finding email chains. It also allowed us to track our SLA with our customer due to very robust and custom controls.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
We have also used the widget with one of our customers and easily added it to our product for quick Freshdesk ticket creation.
Recommendations to others considering the product:
Initial setup can be a bit of a chore if you've never used Freshdesk before. If something seems hard to you, waste no time in clicking that little "Help and Support" button and they'll spend as long as you need and answer as many questions as you need in order to get it done. They're also the most positive support team I've come across. There are a hundred little things that indicate this, from their auto-responses to the wording on their site. Very very happy with these guys.
Great Platform
What do you like best about the product?
Easy to use, instant support.
It is really what I need for my business.
It is really what I need for my business.
What do you dislike about the product?
Nothing. I regred not finding this product earlier.
What problems is the product solving and how is that benefiting you?
Centralizing customer requests.
Recommendations to others considering the product:
Just use it.
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