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.
Excellent product - so flexible - hands down better than Zendesk
What do you like best about the product?
The flexibility of all areas of Freshdesk. Every area is so customisable and offers integration into many apps such as SMS alerts, email marketing and data migration which really help bed Freshdesk into a company.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
The flexibility of agent licences (offering super cheap 24 hour occasional licences aswell as monthly agent seats) is a real advantage as a company grows and as Freshdesk is used by colleagues other than those in Sales or Customer Care.
Freshdesk continually innovate and proactively offer customers advice - the regular email and blog posts offering industry insights and case studies are engaging and valuable. Freshdesk Academy with it's short tutorials are also fantastic for training staff and ensuring that we are making the most of all relevant features.The Knowlegebase is easy to use and offers many themes for easy brand customisation and integration into websites.
I have set up Zendesk in a company in the past and Freshdesk beats it for usability, flexibility, online help and all round customer care in every way.
What do you dislike about the product?
With technical issues, it can sometimes take a while to make the issue understood with the Customer Support team but they are very keen to help and always see a query through to its resolution.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to support customers in four territories, it is easy to do this and to pass calls or tickets back and forth across those teams.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
We are using Freshdesk to process email alerts which are generated as incoming emails from other tech alert systems within our business. Using flexible rules within Freshdesk and an SMS app, specific colleagues receive instant alerts of situations when they need them.
The inituitive use of the Freshdesk app means that our Customer Support teams can be flexible around their working hours and enviroment with no impact on the service we provide.
Recommendations to others considering the product:
Definitely give Freshdesk a go - there are free plans that you can start off with and when you move to a paid plan, it is on a rolling monthly contract with no long term commintment.
Simplified our Helpdesk experience
What do you like best about the product?
We like that our users have multiple options to submit help tickets, and that they can review their ticket history. We also like the customer satisfaction surveys.
What do you dislike about the product?
We have multiple global offices that our Help team supports. Some of the remote offices have local IT vendors with their own ticketing systems. So far, we have found no straightforward way to integrate tickets between systems without triggering multiple duplicate tickets from auto-generated replies from both systems.
What problems is the product solving and how is that benefiting you?
In the past we had no system to measure customer satisfaction, nor a way to report on the level of service our Helpdesk team provided. It was difficult to improve because we had no benchmark. Now we can measure and report on our service, be more effective with help response, continually improve our internal user experience so our users can focus on their business.
Recommendations to others considering the product:
Easy to implement, user-friendly
Great Company For Our Needs
What do you like best about the product?
The support is top of the line! The systems is easy to use and extremely affordable to any IT Team.
What do you dislike about the product?
No cons at all. It works for us in all aspects. It's not lacking anything.
What problems is the product solving and how is that benefiting you?
They solve all of our ticketing needs. Straightforward easy to use system that's perfect for our IT company.
Best helpdesk software we have used!
What do you like best about the product?
We like the best the customizability of it and the vast plugin add-ons you can install. It makes a lot of things easier. Freshdesk support is very helpful as well and they get back to you right away without waiting a few hours.
What do you dislike about the product?
What I dislike is that we don't have the ability to set our own ticket status. But other than that, everything is perfect!
What problems is the product solving and how is that benefiting you?
We use Freshdesk for customer inquiries and concerns about their orders. Freshdesk greatly helps our company organize tickets and know if we're missing anything out.
Ideal for client knowledge base/portal and great customer service
What do you like best about the product?
I have spent a lot of time looking for a client portal/FAQ/knowledge base that was easy for me to set up and use and intuitive for clients. Freshdesk has a very intuitive feel and lots of great features.
What do you dislike about the product?
I am pleased with the knowledge base and I don't use the ticket system. I don't really have anything specific I have identified that I don't like.
What problems is the product solving and how is that benefiting you?
I am a bankruptcy attorney and I am using Freshdesk to provide all of the information and forms to my clients so that I don't have to answer the same questions over and over and over. It allows them to do a lot of self service. I have looked at various things like wordpress, and regular frequently asked questions options such as just using my website. I find Freshdesk to be easy to use and extremely easy to add content to and it is robust in that I have not run into a bunch of things that I wish the program had. It does everything I hoped it would do.
Recommendations to others considering the product:
I don't use the ticket system at all, but I am impressed enough with the smooth operation of the knowledge base that I use the software for the knowledge base alone. It is free but I would certainly pay for it.
Quick Communication
What do you like best about the product?
Our staff likes the open communication and ability to tract the status of a service/support request. It's also great to be able to have internal notes (especially handy when you are working between multiple support cases).
What do you dislike about the product?
It would be nice if we could link the online chat with Google Hangouts, but the chat feature isn't that vital and we don't use it often.
What problems is the product solving and how is that benefiting you?
We use Freskdesk as the main support line for the staff at all of our school sites. It's great that they can submit a ticket from the portal or with an email and we can keep track of it's progress. .We can also escalate the ticket form a school site to higher level support staff. So much easier than a phone call or catching someone in passing (as we often forget from point A-B or get another call right away).
Best Support System Ever
What do you like best about the product?
We have used Freshdesk from two years now and its pretty much our lifeline for our business.
What do you dislike about the product?
nothing as yet. Has all the features we need
What problems is the product solving and how is that benefiting you?
Customer service and support
Recommendations to others considering the product:
Close your eyes and switch to Freshdesk
The ability to provide great service to our customers, finally!
What do you like best about the product?
Freshdesk is extremely user friendly in all aspects. Agents have an easier time resolving tickets quicker and admins can easily set up rules or customization's for the best possible outcome for the team and end user.
What do you dislike about the product?
There are some configurations that I can't figure out, I have to spend more time in the forums and help center to figure some things out.
What problems is the product solving and how is that benefiting you?
More streamlined way to resolve inquiries, able to get customer feedback which has strengthened our knowledge base and in turn deflects new tickets.
Recommendations to others considering the product:
I would highly recommend Freshdesk to any company who needs a more streamlined, efficient way to reach their customer.
Enthralled beyond compare
What do you like best about the product?
Organized structure that will take your breath away
What do you dislike about the product?
Unable to have admin/supervisor edit or leave note on bad rating that may have been unwarranted
What problems is the product solving and how is that benefiting you?
Technology
Recommendations to others considering the product:
Feel free to ask for help for they will help you right quickily
CRM and gamification
What do you like best about the product?
Easy to use and manage. Gamification that helps increase productivity.Easy access from anywhere.
What do you dislike about the product?
Although it is easy to manage the knowledge base ,the,only three levels of organization are offered.
What problems is the product solving and how is that benefiting you?
Customer service,KPI 's,employee engagement
Recommendations to others considering the product:
Easy access that allows ,remote work
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