Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk Support
What do you like best about the product?
I love the reporting of Freshdesk.
And it's very easy to use.
And it's very easy to use.
What do you dislike about the product?
There is nothing to dislike.
It is a all around good platform.
It is a all around good platform.
What problems is the product solving and how is that benefiting you?
Our Support Department has awesome turn around times due to Freshdesk's ticketing system.
The best call center software out there.
What do you like best about the product?
Freshdesk is simple to set up, easy to use and gives you a full view of what is happening in your support center. I have used other products out there and this gives me the best view into what the team is doing, where we need to focus and how we can improve our customer experience.
What do you dislike about the product?
I have yet to find something that I don't like. Their team is engaging and helpful and the product is so intuitive that we rarely need help. We had it set up in a few hours and have been able to make the necessary changes to make our team successful using Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk has given us the ability to dive in and see items that would have potentially fallen through the cracks. Their ability to customize the views and reports has been refreshing and we are running a much leaner operation, while providing a better experience to our customers.
Recommendations to others considering the product:
Sign up for a trial and see how easy it is to use. The trial is free and you can fully test out the product. We did and with how easy it was to use we signed up immediately.
FreshDesk
What do you like best about the product?
Adhiamaan was a very helpful support agent, he was guiding me through Placeholder Dynamic fetching information help. He was able to properly teach me the guide me through proper placement.
What do you dislike about the product?
Nothing, everything was great. He helped me through my response.
What problems is the product solving and how is that benefiting you?
Dynamic and Static Placeholders that are available through Freshdesk.
Really reliable
What do you like best about the product?
The replies did guide me to the solution, although the problem was solved without any direct influence of the support team. I'd say the problem "solved itself", but I know it might have been just a glitch on Freshdesk-Atlasian connection, or people were working to solving a problem they already knew about. About the support, as I said, their assistance was really good, even it hasn't determined the solution.
What do you dislike about the product?
Nothing. They were really thoughtful and made me believe they were going to solve my problem or their best to do so
What problems is the product solving and how is that benefiting you?
They provide a great platform for client support that allow us to manage, control and speed up our client assistance on any level
Recommendations to others considering the product:
This is a great tool that provides integrations with day-to-day services and programs that we use to keep our products aligned with the users needs and fix bugs we might find on the way to improve our softwares.
Fantastic customer support
What do you like best about the product?
Fresh Desk have a great support team. They are really quick to resolve issues
What do you dislike about the product?
When loading a ticket, the buttons which move forward/backward through tickets have a slight delay to load. My advice would be to have these buttons on the left (not the right), to prevent clicking on the wrong button in a hurry!!
What problems is the product solving and how is that benefiting you?
We use Fresh Desk for our whole IT ticketing system. It benefits us because we have multiple members collaborating to fix issues.
Recommendations to others considering the product:
Make use of the Dispatch'r to organize your tickets before you even see them!
Freshdesk supply response
What do you like best about the product?
fast response from freshdesk support and make it easier to use
What do you dislike about the product?
need to improve the feature in mint version
What problems is the product solving and how is that benefiting you?
customer service, good customer service
We Love Freshdesk
What do you like best about the product?
We love the ease of keeping track of our customers. No customer inquiry goes unanswered because we can even collaborate and discuss the same customer request. There is a helpful dashboard to view active request. The customer satisfaction surveys help motivate the Agents to do their best because they can see customer feedback immediately.
What do you dislike about the product?
The only thing dislike is that more utilities aren't using Freshdesk.
What problems is the product solving and how is that benefiting you?
Our CSR's are reminded to follow up quickly using SLA reminders. They can customize the canned responses to save time replying to the same issues. There is a chat feature. And setup is a breeze. Agents are rewarded with gamification points. Solutions help our Agents build a knowledge base useful for customer self-service. Ticket templates make it easy to collect the required data. The reports and graphs help us streamline our processes and keep proper staff levels on busy days.
Recommendations to others considering the product:
I recommend using the trial and don't limit yourself. Look for ways of having anyone who helps customers to document and follow-up using Freshdesk.
Ron's Thoughts on Freshdesk
What do you like best about the product?
The people are to be recognized as Freshdesk's major asset. Always polite, enthusiastic and tenacious when working on my problems.
What do you dislike about the product?
I cannot think of an experience which would claim any dislike. All has been to my liking.
What problems is the product solving and how is that benefiting you?
Surprisingly, I have received unexpected third party software assistance. I have been amazed that they have been able to exhibit efficiency when helping me with at those third party products upon which I rely.
Recommendations to others considering the product:
I thought I had sent this in before.
Best ticket managing system
What do you like best about the product?
I like mostly how its visually layered out,e everything is right there, when I've had issues in the past, which have been very very few, support has always helped me right away.
What do you dislike about the product?
Can't pinpoint anything at the moment, my experience overall has been great!
What problems is the product solving and how is that benefiting you?
Having our client's requests properly organized, properly connected trough Zappier.
Recommendations to others considering the product:
Give it a try, this will totally help you giving a proper management of customer tickets.
Freshdesk is King
What do you like best about the product?
The feature I like best is assigning tickets to staff and keeping tracking of the work flow
What do you dislike about the product?
Sometimes it is difficult to create a rule in disparch'r
What problems is the product solving and how is that benefiting you?
Even distribution of calls and email tickets and the ability to keep track of metrics for our call center
Recommendations to others considering the product:
I would recommend someone dedicated to FreshDesk in the early stages to create as many rules as necessary before starting in heavy volume otherwise you may find yourself buried very quickly. I would also recommend good USB headsets and to open up the program in a browser that is opened in incognito to use a different set of computer resources.
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