Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
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External reviews are not included in the AWS star rating for the product.
Great service!
What do you like best about the product?
Fast response time to my question and showed me where I was missing the feature.
What do you dislike about the product?
So far, there isn't much to dislike with the new update. I would like the ability to change the layout color.
What problems is the product solving and how is that benefiting you?
A central place for all of our customer interactions with a knowledge base and apps like Jira.
Helpful tool to organize issues with customers
What do you like best about the product?
I really lilke how i can filter certain tickets based on sitautions and customers. At my company we get alot of issues and questions coming in from clients, so its important if i need to find something asap i am able to do so. Its also nice that there are so many things you can integrate into freshdesk, like salesforce or JIRA. that is very helpful to our team.
What do you dislike about the product?
There is not much I dislike about freshdesk. I have been using it for 4 months and have found it extremely helpful.
What problems is the product solving and how is that benefiting you?
Organizing what issues our company faces and categorizing those using trackers. this helps us see the percentage of issues a certain client has. we use reprots to see this as well
Recommendations to others considering the product:
none, its great
Helpdesk support URL Change in our Freshdesk portal
What do you like best about the product?
I got very good support from Freshdesk team and they did continuous follow up until complete this task.
I really appreciate their support. it is a good tools and we used our US customers
I really appreciate their support. it is a good tools and we used our US customers
What do you dislike about the product?
As of now we didn't find any issue with freshdesk tool and working with support team.
What problems is the product solving and how is that benefiting you?
We changed our company name and we requested to change freshdesk customer URL change in Freshdesk portal
Recommendations to others considering the product:
It is very good helpdesk and I am very much willing to recommend to other our clients
Very good product. Constant improvement
What do you like best about the product?
Efficient mode of communication with clients. Good computing to Zendesk with better pricepojnt
What do you dislike about the product?
Mobile version interface a bit clunky. Has improved, needs more but very usable
What problems is the product solving and how is that benefiting you?
Tracking communications and problem tickets with clients. My clients like the solutions pages.
Easy to use and customer service is very responsive
What do you like best about the product?
The layout of Freshdesk. It is very easy to use and keeps all of our tickets and emails organized.
What do you dislike about the product?
Sometimes when you click on unresolved tickets, it appears blank even though there are actually tickets that are open.
What problems is the product solving and how is that benefiting you?
We use it as our customer service ticketing system, which allows us to easily sort through customer inquiries and respond in a timely manner.
Freshdesk is easy and intuitive.
What do you like best about the product?
It's simple and intuitive and can easily be taught to new hires.
What do you dislike about the product?
Some settings can be confusing and not exactly what we need but we've worked around it.
What problems is the product solving and how is that benefiting you?
We are constantly decreasing our resolution time and the reporting on Freshdesk has made it so simple to track that.
Great Service
What do you like best about the product?
The response time is unbelievable quick. Roshni, was so helpful and patient with all the questions I had. Was a pleasant experience.
What do you dislike about the product?
It can be a bit complicated to use at times. I'm not always entirely sure what things stand for (e.g FCR).
What problems is the product solving and how is that benefiting you?
How to integrate surveys into Freshdesk.
Great new help desk system.
What do you like best about the product?
The support and getting a live agent on the phone.
What do you dislike about the product?
Support has been great! I don't have any issues yet.
What problems is the product solving and how is that benefiting you?
Auto reply e-mail when a new user sets there account with fresh desk.
Recommendations to others considering the product:
Need help with data base conversion before switching over.
Affordable and intuitive customer support tool
What do you like best about the product?
Very easy to use tool. Have almost every features we need built-in the tool. They also listen to our requests and develop the extra plug-in to meet our needs. The Marketplace offer rich apps integrate with Freshdesk which is also a plus. Oh did I mention about their superb customer service? I am so happy with their knowledgeable and friendly agents who always reply to my tickets quickly with great solution.
What do you dislike about the product?
I cannot think of anything I dislike about Freshdesk. It is a question that I have no answer for.
What problems is the product solving and how is that benefiting you?
We are a software company so we use Freshdesk to receive, organize, prioritize, assign resources to own support requests from our customer. It helps us to have bird eye views to see big picture as well as details view of each tickets in a couple clicks. Moreover, the built in knowledge base bases on our customer's questions to suggest matching topics which helps them do self service and save us a lot of time.
Great CRM platform, professional look and professional quality
What do you like best about the product?
Lots of customizability, which allows us to use Freshdesk to fit our needs, rather than fitting ourselves into a cookie-cutter CRM platform
What do you dislike about the product?
Converting calls into tickets is tough since we convert EVERY contact into a ticket.
What problems is the product solving and how is that benefiting you?
Great data analytics
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