Freshdesk Omni
Freshworks Inc.External reviews
3,544 reviews
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External reviews are not included in the AWS star rating for the product.
Fresh approach to customer queries
What do you like best about the product?
Freshdesk makes it easy for every agent to manage his/her own tickets. I like it since every morning I log in I'm able to see my unresolved tickets to which the customer has responded. I'm able to see the overdue tickets, open and the one I placed on hold. This helps my daily workout. Besides that, it has canned responses that make my work easier. The notification feature is also cool since when I'm active I'm able to receive notifications when a customer responds to an email.
What do you dislike about the product?
Freshdesk is quite complex to use, you need to learn for you to be able to use it well. The escalation procedure is quite long.
What problems is the product solving and how is that benefiting you?
We use this software as a helpdesk platform to reply to customer queries. We have currently enabled the live chat option in Freshdesk.
Recommendations to others considering the product:
I highly recommend Freshdesk to every customer support company, try this software to manage your customer tickets and also manage your agents.
Best Customer Support Software
What do you like best about the product?
We love Reports, Workflows and Agent Productivity. We also love the support from Freshdesk team - proactive health check or complaint. They always ensure we are making good use of the software.
What do you dislike about the product?
We dislike Proactive Outreach (Email). We wish to use this feature, but it does not meet our expectations
What problems is the product solving and how is that benefiting you?
Our customer incident management, request fulfillment, ticket prioritization, escalation/ violations, as well as reports
Near perfect tool
What do you like best about the product?
The ease of use, flexibility, and integration is impeccable. I have used other tools in the past but Freshdesk just makes Customer Support sweeter.
What do you dislike about the product?
It's a little short on documentation, but just a little, and I am referring to the portal customization. The themes are also pricey. But nothing damaging.
What problems is the product solving and how is that benefiting you?
Solving customer queries and providing molecular user guides is a breeze with Freshdesk.
Recommendations to others considering the product:
I think you should take on Freshdesk, you can't go wrong with customer support when using Freshdesk.
Great Help desk Product
What do you like best about the product?
The overall ease of use. Even if you have never used a Help Desk before you would still be able to navigate FreshDesk with ease. So many applications have such convoluted ways of getting from point A to point B. With FreshDesk the menu's are very well labelled and navigation is simple. It's not hard to find what you're looking for.
What do you dislike about the product?
I honestly don't have very many dislikes. But one enhancement I can think of is the ability to un-merge tickets. I've had cases where I merge a ticket only to find they're two separate issues that just appeared to be related and identical. From my digging around I found there is no way to split the tickets back out again.
What problems is the product solving and how is that benefiting you?
End user break fixes are outlr primary use for the product. General PC issues, application issues, etc. I find that having everything documented in one location makes it super easy to reference previous issues that are alike.
Good features and easy to use.
What do you like best about the product?
Trouble tickets notifications are sent directly to email. The tickets are linked to the email for easy and quick access.
What do you dislike about the product?
Responses to from the user to the trouble ticket are not sent to email. You need to go to the ticket to view the response.
What problems is the product solving and how is that benefiting you?
Quickly responding to user questions and need for assistance.
Recommendations to others considering the product:
We are a small business where responsive customer service is critical. Freshdesk meets our requirements without feature bloat. It is easy to set up and use.
Review Freshdesk
What do you like best about the product?
intuitive layout, easy to use, support in Portuguese, competent team.
What do you dislike about the product?
In my opinion, there is nothing I don't like.
What problems is the product solving and how is that benefiting you?
Disorganization of the company, increased customer experience.
Recommendations to others considering the product:
It is a great product for those who want to have top-notch support and bring a positive experience to their customer.
It's Simple & Easy to Use for Our Organisation
What do you like best about the product?
I'm really amazed by this support automation tool and it's seriously resolve and answer all our customer queries in a much easier way. It's somehow resolving so many problems at the same time for our company.
What do you dislike about the product?
Ultimately, I found the Gem in the Ocean. Didn't find anything serious in this tool to dislike. Really helpful. Kudos to the Freshdesk.
What problems is the product solving and how is that benefiting you?
Belonging to the Edutech industry. We recive a tremendous number of enquiries every single day from teachers and students. That wasn't possible for us to work upon but using the freshdesk. it helps us to resolve so many queries in a very quick Self Support, Live Chat mode.
Effective CRM solution, great value for cost.
What do you like best about the product?
- Cost
- Integrations
- Ease of Use for team
- Integrations
- Ease of Use for team
What do you dislike about the product?
- UI isn't as attractive as some competitors
What problems is the product solving and how is that benefiting you?
Using for all Support needs. The entire Freshworks suite is one of the only all-in-one solutions on the market, which is a huge boon. You can use Freshdesk out of the box as a great ticket management solution, but diving into the more advanced features holds some great productivity features.
The best tool ticketing tool for Support Agent
What do you like best about the product?
Freshdesk Helps to keep tickets classified and organized. It also offers many channels of communication - email, chat, and phone.
What do you dislike about the product?
It's good, but the interface is too simple.
What problems is the product solving and how is that benefiting you?
I am receiving emails and calls from Customers and providing customer support using Freshdesk. I also manage our ticketing system on Freshdesk and classify them using different folders and Freshdesk makes my life easier.
Freshdesk great experience
What do you like best about the product?
Freshdesk is a great ticket system with a friendly UI, a perfect fit for start-ups and larger companies around the globe. This tool enables you to set up powerful automation (Tickets assignments, time-triggered actions, notifications, etc.) so you can save time on daily basis tasks, run and schedule reports based on multiples categories.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
Also, you can send surveys, manage multiple self-service portals for differents customers based on their location, products, business size, and more.
Integrations are beneficial as well; you can set a multichannel system in just a few minutes.
What do you dislike about the product?
Sometimes the waiting time for support is not the best.
What problems is the product solving and how is that benefiting you?
Automate tasks, and reduce tickets volume with a knowledge base, also run reports for decision making and service improvement.
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