Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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A one stop solution to all your needs.
What do you like best about the product?
It automatically convert all the emails from the customers to tickets and respond to them faster. Never miss another email in the clutter.
What do you dislike about the product?
Time trackker should be improved. and there should be functionality to add timer on multiple tickets at a time.
What problems is the product solving and how is that benefiting you?
Emails, social media platforms, internal mails, and many more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
It Integrates everything your support team needs into your helpdesk - from payment management to translations and much more.
Recommendations to others considering the product:
Yes, it is worthy enough to use.
Great but as with anything can be improved
What do you like best about the product?
The quick support response when needed.
What do you dislike about the product?
Not as easy to see new tickets coming in vs the old version of fresh desk.
What problems is the product solving and how is that benefiting you?
Great way to keep track of tickets/problems.
Recommendations to others considering the product:
Be prepared for change, change is good.
Good quality support
What do you like best about the product?
quick responses and that we speak with our own technical manager that knows our case
What do you dislike about the product?
technical issues that take a while to be resolved
What problems is the product solving and how is that benefiting you?
ticketing and system integrations
Superb
What do you like best about the product?
It actually saves my time. I can keep control on my agents and stop them from making mistakes. The best thing I like is Dispatch'r, I need not to reach to a ticket or assigned individually to my agents, it automatically happen. Also, observer. Because of Freshdesk, we are able to create a healthy relationship and able to maintain it. Customer service/support part is also superb when its come to solving an issue/query.
What do you dislike about the product?
I didn't find anything as of now.
What problems is the product solving and how is that benefiting you?
We are able to reach more customers in less time and high accuracy. It helped to build a relationship between customer and us.
My experience on Freshdesk
What do you like best about the product?
It's ease of use. It's easy to hover over icons and see what they all mean and more, there is a link to so many new features and you cna really dive deep into information
What do you dislike about the product?
Still just learning my way around new Fresh Mint but getting easier each day
What problems is the product solving and how is that benefiting you?
I came from Salesforce. This is WAY better. We use it to really get an understanding of the customer experience.
Great chat, great service
What do you like best about the product?
Option to chat over skype, as I'm living overseas. The ease at which I can categorise (assign) tickets to groups
What do you dislike about the product?
Very little - I haven't found a glitch yet that prevents me from doing what I need to do
What problems is the product solving and how is that benefiting you?
Customer service
Fantastic System with a great support team
What do you like best about the product?
The support is great, always someone to answer your questions and there's not really anything you can't do
What do you dislike about the product?
I would like the report to be better. I would like to be able to amend what the client sees.
What problems is the product solving and how is that benefiting you?
It's a great way to organise requests.
Recommendations to others considering the product:
The reporting could be better. I would love to see an option to choose what you show clients. i.e response time or not etc
A very user Friendly and innovative platform
What do you like best about the product?
The tool is very user friendly and the support staff is very good. Its been very rare when I need to connect with the support staff for any problem but every time when I have connected with them, I have got timely response.
What do you dislike about the product?
Well, the mobile app needs to be worked upon. There is no filter through which I can check the tickets of a specific group.
What problems is the product solving and how is that benefiting you?
One stop solution for managing all the customers. Easy to use and the support staff is very cooperative and provides quick and timely resolution
Easy to use for business of any size
What do you like best about the product?
The dashboard makes helps you to understand what is important and needs focus. I love the layout of the easy to use cloud based platform.
What do you dislike about the product?
There is a lot of clutter between all the features. I wouldnt say this is a bad thing, just creates a major setup process for small companies that don't need all the bells and whistles.
What problems is the product solving and how is that benefiting you?
The system is easy to use and keeps track of all client pending issues. Couldnt ask for a better platform. Overall, I've tried many helpdesks and for the cost and ability to grow, freshdesk deffinitly has the win.
Recommendations to others considering the product:
Give it a try. Setup can be cumbersom but overall I believe it pays off. This system has a great pricing model and allows for future expansion. Also, the freshworks suite is getting better and better. I can't say enough good about the company overall.
Automation is allowing our very small team manage hundred of clients
What do you like best about the product?
Customer support / response time
flexibility
flexibility
What do you dislike about the product?
less integration with out freshdesk suites
What problems is the product solving and how is that benefiting you?
We are solving the challenge of maintaining hundreds of locations all around the world with a team of two. Our capability of making this system more efficient is only limited by our team utilizing all the tools Freshdesk gives us. Not to mention their support team is always their acting as an inspiration of the service I want to provide.
Recommendations to others considering the product:
If you are looking not only for a quick fix to get you logging incoming ticket data, or setting up a multinational company with multiple product lines, I would use Freshdesk for its ease of use and company direction at making automation the future of support. Self service is trending up, and without proper AI and automation your clients perception of your support could be affected negatively. Freshdesk allows your support process to scale easily.
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