Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
from
and
External reviews are not included in the AWS star rating for the product.
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.
Received quick and thorough support for the Freshdesk.com Support Team
What do you like best about the product?
I was really impressed with how quickly I received a response to the issue that I had. Within 30 mins it was resolved, and a resolution would have been quicker if we had provided a more accurate description of the problem. The issue was 100% user error :)
What do you dislike about the product?
I did not have any reason to dislike anything about their support.
What problems is the product solving and how is that benefiting you?
Supporting a highly configurable proprietary platform with numerous internal and external customers. The fact that this is a web solution that we do not have to host, update or maintain is fantastic, and it provides all the features we need and more.
excellent customer support
What do you like best about the product?
friendlyness, speed and personal touch.
What do you dislike about the product?
so far nothing. i have only positive experineces.
What problems is the product solving and how is that benefiting you?
customer support
Really great product.
What do you like best about the product?
What I like about the best about Freshdesk is the ease of use.
What do you dislike about the product?
Feature requests are not implemented for customers.
What problems is the product solving and how is that benefiting you?
Tech support
Recommendations to others considering the product:
Try it out!
Freshdesk is everything I needed for a ticketing system
What do you like best about the product?
The system does everything you would expect from a ticketing system. It's beautifully designed. I love the solutions section which allows me to create articles and help documents that I can refer customers to. The support is also amazing - in some cases, without asking, I received a phone call to help resolve my question or problem. They just released a beautiful new minty theme that is inspiring for some of my own UI designs. Integration is also a snap - to get going right away, I opted to just configure email so that tickets are opened when an email arrives at the support email address. When a customer opens a ticket from within my app, my app captures the text and sends an email to the appropriate address causing a ticket to be opened. I may use the rich API to do this on my newest product.
What do you dislike about the product?
I can't think of anything that I don't like. It does exactly what it is supposed to without a hitch.
What problems is the product solving and how is that benefiting you?
Public contact page opens a ticket; inter-app "contact" also opens a ticket. Amongst favorite benefits are that I don't miss support tickets or leads and I can easily keep history of what's happened.
Recommendations to others considering the product:
If you need a fair-priced full-function helpdesk and ticketing system, you should definitely check out Freshdesk. You can get a help-desk up and running in no time, integrate it with your project with minimal work, and customize its look if you need to.
Prompt response followed with a clear resolution!
What do you like best about the product?
I liked the speed of reply and clarity in the response.
What do you dislike about the product?
No dislikes as of yet! I've been using the product along with
What problems is the product solving and how is that benefiting you?
Freshworks enables my team to provide complete transparency to the way in which we function as a Service team. More importantly it offers essential tools via its Reporting module which helps us constantly monitor, improve and understand our business!
Recommendations to others considering the product:
Attempt the Trial!
Dead simple setup, great customization and perfect for splitting up tasks
What do you like best about the product?
Clean design, fast setup and just great!
What do you dislike about the product?
There isn't much that I dislike! It's a great design. I do click on the dashboard button instead of the ticket button a bit more than I would like and I wish others (outside of admins/ contact) could be added onto notes for a ticket. Overall it's been great! Thanks
What problems is the product solving and how is that benefiting you?
We are using it to split up work super easily among the team and keep track of requests from people outside of our team. It's been really helpful in organizing everything
Recommendations to others considering the product:
We use Freshdesk to manager our internal requests for data and data maintenance. It has really helped us grow our team! Thanks :)
showing 1,161 - 1,170