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.
Support and Service made easy
What do you like best about the product?
Email communication becomes easier. Given statistics of the tickets help you to improve your support providing performance and reduce the time frame to resolve issue raised by the client.
Reports help to improve the service performance.
Reports help to improve the service performance.
What do you dislike about the product?
You can't directly change the recipient in between your email trail. It makes difficult to address the different recipients while having email communication.
What problems is the product solving and how is that benefiting you?
Interaction and approach to the clients made easy
Freshdesk is awesome
What do you like best about the product?
The intuitive platform, the ease to use, and the automated features.
What do you dislike about the product?
Certain bugs that pop up from time to time. But they do get fixed eventually.
What problems is the product solving and how is that benefiting you?
Streamlined customer service platform
Recommendations to others considering the product:
Give it a shot!
Outstanding Experience
What do you like best about the product?
The automation and outstanding customer support. The ease of use. The user friendly interface. Everything. I will definitely recommend.
What do you dislike about the product?
Nothing. Sincerely. Their products are great and even let you try the premium features. Maybe one improvement could be to provide custom domain options at Free tier package/level.
What problems is the product solving and how is that benefiting you?
Customer relationships. We had difficulty in the past logging every interactions and following up. Now we have a higher ratings in customer satisfaction. Freshdesk indeed changed the way how our business operates.
Recommendations to others considering the product:
Highly recommended
Quick, Responsive Support Experience!
What do you like best about the product?
The Customer Support team at Freshdesk quickly diagnosed the issue based on the submitted screenshot and communicated next steps which allowed me to complete an import of data.
What do you dislike about the product?
Perhaps I'm unfamiliar with the ticket workflow, but I was looking for an option to close the ticket once my import successfully processed.
What problems is the product solving and how is that benefiting you?
Freshdesk is our chosen replacement for another ticket system (Parature). Aside from significant cost benefits, we're rolling out a more streamlined experience to our customers.
Recommendations to others considering the product:
Always ensure your service portal requirements are fully understood and included in the base product. We evaluated 10 different products at a high level, cut the competitors to 3, and then ran through quick trials before selecting Freshdesk.
Freshdesk is great!
What do you like best about the product?
Speaking to an agent was really simple. I like that I can in to Freshdesk and have a record of my chat and continue the conversations with the same rep if needed.
What do you dislike about the product?
I didn't encounter anything I disliked. I would suggest that you make the chat box moveable.
What problems is the product solving and how is that benefiting you?
Our ticketing system for production and facilities support using Freshdesk for live chat/help desk support
The perfect, intuitive helpdesk solution.
What do you like best about the product?
Easily customisable if you know HTML. Can customise each view to whatever works for you. We have deployed Dispatcher rules to post valuable information to each ticket submitted by certain companies, and this improves how quickly each ticket can be resolved. It is so intuitive to use that new users take no time to get used to using it.
What do you dislike about the product?
Could use additional basic features. I find my team frequently asking "can we do this, can we do that" and I have to reply that it's just a limitation of the system.
What problems is the product solving and how is that benefiting you?
We resolve around 50 support cases a day using Freshdesk.
Recommendations to others considering the product:
Incredibly useful tool as a helpdesk solution, very easy to administrate.
Technology review for G2 Crowd
What do you like best about the product?
This is the first source for trusted buisness software
What do you dislike about the product?
I like everything. Great product great software
What problems is the product solving and how is that benefiting you?
Data mobile and security , customer service software cloud based scalable multichannel support
Recommendations to others considering the product:
You should definitely try the software it is cloud based scalable this is the most logical choice of help desk software for your buisness. Every support issue can be assigned
Simple but powerful
What do you like best about the product?
Simplicity of the product. Easy to setup and easy to use.
What do you dislike about the product?
Wish there was a more extensible API for interacting with other in-house application.
What problems is the product solving and how is that benefiting you?
Help Desk / ticketing solution. FreshDesk has allowed us to focus on our products, services, and customers without worrying about maintaining our own help desk application.
Recommendations to others considering the product:
The freemium version allows you to get started and use the product for as long as you need to, before you bring your entire team onto the platform.
incredible TAT by freshdesk
What do you like best about the product?
* TAT
* Customer Support
* product
* features
* Customer Support
* product
* features
What do you dislike about the product?
* more improvements on product, like giving a web notification like gmail gives when a new ticket or responses is revived to freshdesk will help the Agents to respond and check the update from customers.
What problems is the product solving and how is that benefiting you?
* Organizing the customer requests and support calls
Recommendations to others considering the product:
try it first are not you will like it. but once you use it you will start loving it ! ! !
Easy to use pay as you grow support desk
What do you like best about the product?
Easy to configure, loads of online help plus agents to chat to
What do you dislike about the product?
Could do with better searching of FAQs, tickets, knowledgebase as we have not easily found a way to answer tickets and then capture that solution for next time.
What problems is the product solving and how is that benefiting you?
Enables us to support our customers who deploy our healthcare and hospital software which improves patient care and patient safety. We save lives!
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