Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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Freshdesk for eCommerce customers
What do you like best about the product?
The ease and ability to edit the Knowledgebase to best suit clients needs. Freshdesk has been designed so that you can bring your own branding/scheme into play which works very well with the current website and CRM design.
What do you dislike about the product?
Freshdesk support seems to be a little lack-luster. There have been simple bug issues that have been reported over 3 years ago with no resolution yet.
What problems is the product solving and how is that benefiting you?
The migration from an old Knowledgebase to Freshdesk was manual in nature, but worth the time as now we can properly monitor usage using Google Analytics (built into FD). Everything with FD seems crisp and clear for client-side use.
Recommendations to others considering the product:
Layout what you require and speak to the help department at Freshdesk. They will let you know what plan you will need, don't get stung after spending weeks migrating.
New Freshdesk implementation
What do you like best about the product?
Ease of customisation & ease of use, yet has all the features we need.
What do you dislike about the product?
Some fields cannot be customised and a number of integrations are not yet compatible with the new Mint interface
What problems is the product solving and how is that benefiting you?
Bringing together 3 different support teams into one support portal and giving our customers access for the first time to a system to raise & view tickets as well as a knowledge base.
Recommendations to others considering the product:
Lots of configuration options available. Start with the minimum you need for go-live and roll out incremental changes as you get more experience.
Best help desk i've ever used
What do you like best about the product?
- Search History
- canned responses system
- solutions system
- anti-spam engine
- android app.
- canned responses system
- solutions system
- anti-spam engine
- android app.
What do you dislike about the product?
It is hard to say, each product has a weak sides, but with a plenty of features, i do not see them))
What problems is the product solving and how is that benefiting you?
Fast help for our customers. And we are always in touch via android app.
Feedback about a bug in the new interface resulting in a quick ticket.
What do you like best about the product?
The speed with which a ticket was created about a bug I found in the new Mint interface. I sent in Feedback using the menu within Freshdesk and a ticket was opened within the hour.
What do you dislike about the product?
Nothing. The service was as expected, if not more, for a support response.
What problems is the product solving and how is that benefiting you?
We are a UK Secondary School and we use Freshdesk to manage our incoming IT Support requests as tickets.
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
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