Freshdesk Omni
Freshworks Inc.External reviews
3,553 reviews
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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
Simple to use, easy to implement and definitely scalable
What do you like best about the product?
It makes customer support a lot simpler. Freshdesk continues to help streamline our customer service. It helps to bring queries from Facebook, Twitter and emails into a single back-end which makes my team to efficiently answer queries. With a continuously growing student database, it is key for us to ensure that we meet their requirements and Freshdesk has helped us do exactly that!
What do you dislike about the product?
Would have loved a YouTube and Instagram integration as we do get a lot of queries in these channels
What problems is the product solving and how is that benefiting you?
The main objective was to streamline our Customer Support. By providing a single backend for different channels, Freshdesk has helped us work more efficiently and make my team's lives easier. The provision of a Knowledge Base has eliminated a lot of trivial queries that would come in.
Recommendations to others considering the product:
I would definitely recommend SMB's to consider Freshdesk as a possible choice for your customer support.
Freshdesk has taken our company to another level!
What do you like best about the product?
Tracking agent performance is so easy with Freshdesk. Its very easy to keep our reps informed of their productivity and we are able to easily compare their workloads. Freshdesk also makes it quite easy to detect trends so necessary adjustments can be made proactively. It easy to have SLA alerts and we love the customer satisfaction survey options. I also love that the Freshdesk Support team is very responsive!
What do you dislike about the product?
I wish there was a way to export reports that provide a breakdown of volumes by day.
What problems is the product solving and how is that benefiting you?
We are better able to handle the workload. We are able to see all inquiries by requestor for historical purposes. Its quite easy to navigate and we love the ability to prioritize tickets.
Recommendations to others considering the product:
This is a great tool that is very easy to install and easy to use. Your agents will love it and tracking product and agent performance is wonderful.
Freshdesk makes it possible
What do you like best about the product?
Solutions - these help me quickly answer questions for some users, and can prevent questions from being asked because some users actually look for themselves!
What do you dislike about the product?
You cannot attach or insert a solution into a new "email".
What problems is the product solving and how is that benefiting you?
We are able to stay on top of the constant barrage of calls/questions without missing anyone. Our support staff is very small, but we still are able to give amazing customer service because we can manage it all in one place.
Excellent service and post-sales support
What do you like best about the product?
Excellent post-sales support, immediate feedback through on-site chat
What do you dislike about the product?
Sales process wasn't the most straightforward
What problems is the product solving and how is that benefiting you?
Android app customer service
Most amazing support ever!
What do you like best about the product?
Listen to my problems & don't dismiss me
What do you dislike about the product?
Nothing - they are 100% loveable. I have had a lot of tickets with them during my implementation and every single ticket has had a positive and amazing response.
What problems is the product solving and how is that benefiting you?
We build several products and provide many services. We want a helpdesk to accept tickets from email/widget/agent-created and have the ticket land with the correct support group.
Recommendations to others considering the product:
They listen - so speak up if something isn't working right or you need help setting things up. They are awesome!
Amazing Technical Support
What do you like best about the product?
The ease of submitting, updating and reviewing a technical support ticket.
What do you dislike about the product?
Instructions on how to add an occasional user would have been helpful
What problems is the product solving and how is that benefiting you?
I was unable to view, resolve or merge an open ticket.
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