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.
Easy and User-Friendly
What do you like best about the product?
I appreciate the ability to see in real-time when a ticket is updated. I also appreciate the level of customization that the system offers. It allows us to tailor the taskbox to suit our team's need and to sort out the tickets to better direct workflow. I also really like the built in chat system.
What do you dislike about the product?
I don't understand or use the leaderboard. The reason for our scores isn't really explained - especially with the new Mint rollout. I can't see what the data is and how I achieved MVP - or any other score. This seems irrelevant to me.
What problems is the product solving and how is that benefiting you?
We use FD for all of our inbound client emails. It helps us delegate workflow and respond to clients in a timely manner, and it keeps us much more organized.
Outstanding Support
What do you like best about the product?
Friendly and very knowledgable support staff. They're even available when I need them...anytime!
What do you dislike about the product?
For recently implemented new features, release documentation could be improved.
What problems is the product solving and how is that benefiting you?
Proper client support using a single-person support department. Freshdesk has designed their tools and UI's to make it very easy to quickly respond to clients no matter where my staff person is physically located.
Recommendations to others considering the product:
One of the younger companies in age. But maturing much quicker than most.
Freshdesk is a great Private Resource for our Customers!
What do you like best about the product?
This website is very user friendly! Our entire staff can easily contribute information and our customers have no issue logging in to access the information. Our customers use the freshdesk portal as a resource whenever needed!
What do you dislike about the product?
I dislike that we cannot embed videos and large documents.... because freshdesk only allows so much space for the attachments we have to use dropbox to upload videos and then put a link to access in freshdesk.
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
I also wish we could connect Freshdesk to email notifications instantly. For instance if we post a new announcement, we want ALL customers to see but cannot easily inform them without sending a separate eblast via mailchimp.
I also wish there were easy to access analytics. I want to see how many active users there are total etc
What problems is the product solving and how is that benefiting you?
When our team is out of office, our customers can log in at any hour and search for real time solutions. Helps especially for customers in different time zones when it is hard for them to call us. We like that we can control who can be a user and view this information as we cannot post all of this on our website.
Recommendations to others considering the product:
If you need an easy to use customer portal to post articles, and useful information, this is the website to use!
Amazing Solution to Our Needs
What do you like best about the product?
Simplicity, everything is simple to do, creating, editing, using the system all in all a great user experience
What do you dislike about the product?
The look and feel of the product can be improved.
What problems is the product solving and how is that benefiting you?
Ticket Visibility, Overall Customer Satisfaction
Excelent support
What do you like best about the product?
The speed to solve any technical requirement
What do you dislike about the product?
Don't have support in spanish. When I have to require support, only in english is available. It will be perfect if expand the availables languajes for support.
What problems is the product solving and how is that benefiting you?
Sales requirements, internal communication
Recommendations to others considering the product:
Excellent tool for controlling requirements
Freshdesk Support
What do you like best about the product?
I like that they are really quick in response.
What do you dislike about the product?
There is nothing I dislike about Freshdesk so far, I am new to freshdesk so I am hoping that by making this change. Their will be less issues than my previous helpdesk service.
What problems is the product solving and how is that benefiting you?
Not sure yet but I am hoping to solve the quick turn around time on resolving tickets.
Recommendations to others considering the product:
Very easy setup and very easy to navigate.
A great tool
What do you like best about the product?
My favourite support tool. I've seen a number and none of them was better. I like it as the head of customer support, as a supervisor and as an agent (I believe in doing part of the job myself to feel the customers' and agent's pains). I've migrated to Freshdesk a third company already, and it's always a relief.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What others do not have: a very clear structure of canned responses by folders, a very good dashboard for the manager that lets you see in a glance how many tickets and in what status are there in each of groups, lots of useful settings.
What do you dislike about the product?
I miss the OTRS structure of queues and sub-queues, we used it a lot and I was a big fan.
What problems is the product solving and how is that benefiting you?
It's structuring the customer support work. We can manage all of our customer communications with one tool.
Recommendations to others considering the product:
Just love it, honestly.
Over 3 years of great support
What do you like best about the product?
Our company has been using Freshdeks for more then 3 years now. It has been a huge asset to our support team. I personally think it's the best ticketing system out there, as it's seamless for our agents to use and provides so much reporting.
What do you dislike about the product?
I wouldn't say there is something I dislike. I do have some suggestions that would help benefit our account, and would love a domain where I can submit such suggestions.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our email platform. This past year we've answered over 200,000 emails via Freshdesk and things couldn't have ran smoother!
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Tons of benefits from reviewing our CS team and providing data on customer inquiries and much more.
Recommendations to others considering the product:
If you are debating between using Freshdesk or another ticketing system, trust me Freshdesk is the right route.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
I've help other companies make transition to Freshdesk as other ticketing platforms weren't cutting it.
Submitted a comment on the updated version of FreshDesk
What do you like best about the product?
The attention given to my comment asking for more details.
What do you dislike about the product?
My experience was short and sweet. Nothing to dislike
What problems is the product solving and how is that benefiting you?
We are using it as a helpdesk app for two application admins
simple to use program
What do you like best about the product?
I like how simple the layout is, and it's easy to stay organized. It's a good starter program for someone new to to this field or even interns to use.
What do you dislike about the product?
There is nothing I dislike, I'm new to using it and have not come across any issues.
What problems is the product solving and how is that benefiting you?
The Live Chat feature is a quick easy way to get in contact with our customers and help them with any issues.
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