Freshdesk Omni
Freshworks Inc.External reviews
3,544 reviews
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ONe of the best
What do you like best about the product?
I have been using Freshdesk for several years now, and even though I need it for just my tickets, it can do so much more. Best feature is it is free up to a point! I can assign tickets to other users from any where, my phone computer what ever!
What do you dislike about the product?
Honestly I can't think of much I dislike about the service, maybe if we had some more features for free version, maybe add a few more users to it instead of the 3 for free version.
What problems is the product solving and how is that benefiting you?
Our company is all over the country, so any and all help desk requests come in via email, it is the best way to keep things running smooth. As tickets come in if I can not fix the issue I can assign a user that can so it has eliminated doubling up on tickets.
Recommendations to others considering the product:
Try it out!
It can offer everything you need.
What do you like best about the product?
The ease with which it is installed and used. The allocation of tickets and canned responses. They have been a great help to me.
The function that allows the creation of custom ticket fields is unbeatable. Not only can they be created but they can also be classified to make it easier for technicians to locate them and their data at a general level.
The agent list is perhaps the best thing Freshdesk has, i.e. the agents determine which tickets they want to view and make jumps through them by simply moving the cursor. In addition, when communicating with a customer, you can quickly find the customer's history.
I like very much that thanks to Freshdesk I can monitor more closely the daily activities because everything is much better organized. I have also been able to see the behavior of the agents and the agility of response of each one. It has helped me a lot to census the productivity of each agent.
The function that allows the creation of custom ticket fields is unbeatable. Not only can they be created but they can also be classified to make it easier for technicians to locate them and their data at a general level.
The agent list is perhaps the best thing Freshdesk has, i.e. the agents determine which tickets they want to view and make jumps through them by simply moving the cursor. In addition, when communicating with a customer, you can quickly find the customer's history.
I like very much that thanks to Freshdesk I can monitor more closely the daily activities because everything is much better organized. I have also been able to see the behavior of the agents and the agility of response of each one. It has helped me a lot to census the productivity of each agent.
What do you dislike about the product?
Certainly, there are some totally expendable functions. It has also happened to me on many occasions that when I see the time stamp I don't know which one it refers to, that is, if it takes into account my time zone, the agent's time zone or the customer's time zone. If they could make this information much more specific it would be helpful.
The level of customization of the reports is very poor, should expand the possibilities in this regard.
The level of customization of the reports is very poor, should expand the possibilities in this regard.
What problems is the product solving and how is that benefiting you?
I started using the free version and now I use the paid version. Since then communication with customers has improved 100%. The agents are also more comfortable and that makes them work much better.
Recommendations to others considering the product:
Give your customer the best attention with all the features FreshDesk provides.
Amazing!!
What do you like best about the product?
I think the RingCentral function is great. Because the phone system that is handled is worked with great responsibility and speed.
I love the fact that as soon as the call is finished, Freshdesk issues a support ticket. Without a doubt this benefit speeds up the work a lot. So at a general level most of the data, and the most punctual of the client. They are automatically saved in the ticket.
Contact synchronization works very well. Since it allows a total entry to the history of each user, the instant it is required. New contacts are automatically synchronized in the app database.
The real-time communication chat is a feature that was requested a long time ago and that the developers of the app have put into operation.
I love the fact that as soon as the call is finished, Freshdesk issues a support ticket. Without a doubt this benefit speeds up the work a lot. So at a general level most of the data, and the most punctual of the client. They are automatically saved in the ticket.
Contact synchronization works very well. Since it allows a total entry to the history of each user, the instant it is required. New contacts are automatically synchronized in the app database.
The real-time communication chat is a feature that was requested a long time ago and that the developers of the app have put into operation.
What do you dislike about the product?
I think it's urgent to customize the control panel. At the moment we work in a very pleasant way. However, there are other assistants who have this option.
And finally I think that is practically all Freshdesk needs to be the best PPP on the market today.
The ticket form could also be improved. A good idea is to add more options and also to add more social networks that are kept up to date depends on the level of popularity they present.
And finally I think that is practically all Freshdesk needs to be the best PPP on the market today.
The ticket form could also be improved. A good idea is to add more options and also to add more social networks that are kept up to date depends on the level of popularity they present.
What problems is the product solving and how is that benefiting you?
It has helped me to improve the connection and communication of my work team. Now the functions of each agent are much better distributed and this has represented a breakthrough in every sense.
Freshdesk has made it possible for all of us to serve more customers. In addition, we can also better organize all user data.
Freshdesk has made it possible for all of us to serve more customers. In addition, we can also better organize all user data.
Recommendations to others considering the product:
Leave your current solution if you're having problems with it and give a try to FreshDesk.
Works as described!
What do you like best about the product?
I have been surprised that this app allows the creation of request tickets individually to each client and that in addition to it can monitor the development of each of those tickets. All this in a very easy way.
One of the benefits is that we can produce publications of great help to customers, so that customers can solve the problems presented. Thanks to this great advance, the remote support service can be decongested a little and only more complex cases are attended to.
I also like that the control panel can be seen by the administrators of the support desk, so there is constant monitoring of the tickets and see which are expired, etc.
One of the benefits is that we can produce publications of great help to customers, so that customers can solve the problems presented. Thanks to this great advance, the remote support service can be decongested a little and only more complex cases are attended to.
I also like that the control panel can be seen by the administrators of the support desk, so there is constant monitoring of the tickets and see which are expired, etc.
What do you dislike about the product?
There are some functions that can only be used by subscription in a larger price range.
There are certain features that I have needed but do not belong to the level that I can afford today. I also think it would be very good, to be able to meet these needs without the need to subscribe for the levels.
On the other hand, it is important to emphasize that it would be useful to have a micro mechanism so that everything related to spams that are received are immediately and automatically redirected to the corresponding folder. This way the user does not bother to receive this type of tickets.
There are certain features that I have needed but do not belong to the level that I can afford today. I also think it would be very good, to be able to meet these needs without the need to subscribe for the levels.
On the other hand, it is important to emphasize that it would be useful to have a micro mechanism so that everything related to spams that are received are immediately and automatically redirected to the corresponding folder. This way the user does not bother to receive this type of tickets.
What problems is the product solving and how is that benefiting you?
The support I have been able to get from Freshdesk over the last few months has been outstanding. Previously, I only used assistants like Self Hosted but Freshdesk has made everything much easier and in less time.
Best of all, it only takes a couple of minutes to get up and running and its interface is very intuitive, so it's not too complicated to run.
Best of all, it only takes a couple of minutes to get up and running and its interface is very intuitive, so it's not too complicated to run.
Recommendations to others considering the product:
Nothing compared with Freshdesk. Since I'm using it my customer services provided to my clients has been the best.
Freshdesk, a wonderful, free help desk solution
What do you like best about the product?
The features you get for this price are unbeatable. For the free tier you get a full functioning help desk solution hosted in the cloud so you don't need to worry about it.
What do you dislike about the product?
You do lose some of the customization options by using the free tier and some of the more advanced options. Paid tiers can be very pricey.
What problems is the product solving and how is that benefiting you?
We have a student-run help desk for Chromebook repairs. This allows us to give them a look at using a real help desk and prepare them for the future, as well as keeping track of units that have had issues.
Recommendations to others considering the product:
Take your time and look at all the features included in the different tiers. Sales is usually willing to let you piece a package together if you only need one or two of the higher features.
Fresh Desk is easy to use and very customizable
What do you like best about the product?
I like Fresk Desk is customizable meaning that they help to customize the look of Fresh service their ticketing service. I enjoy the Features within Fresh Desk such as custom Sceronios, the ability to have Automator to make work flows and such
What do you dislike about the product?
I dislike there is not an easy way to have folks who are on vacation or out for the day to make them not receive tickets is through an workflow rule vs just turning off an agent. But is not that big of a deal just would be nice to have a way to turn off a agent.
What problems is the product solving and how is that benefiting you?
The business problem we are solving with Freshdesk is our ticketing service and how awesome it is to have the ability to tag tickets to add notes to other agents and the ability to make different ques for different purposes and such.
Good product
What do you like best about the product?
I like how it provides a way to meet the needs of your customers while also collaborating with other members of your company.
What do you dislike about the product?
I can't think of anything that I disliked about it.
What problems is the product solving and how is that benefiting you?
I think it will really help in giving customers a better experience by getting their questions answered the first time they call.
Freshdesk meets your ticket system needs while integrating with chat
What do you like best about the product?
I like that freshdesk easily integrates with all the other fresh platforms
What do you dislike about the product?
The landing page for the ticketing system is very busy, we have yet to try, but it would benefit from having a simple customization for their landing pages
What problems is the product solving and how is that benefiting you?
We are organizing and easily keeping track of all the customer service computer communication with customers
Recommendations to others considering the product:
Freshdesk is very reasonably priced and easy to use. The interface is intuitive and simple, so you can focus on helping customers rather than taking extra time to figure out the ticketing system.
Affordable & Serves The Purpose
What do you like best about the product?
I especially like the Support Portal feature for the end users of the system to be able to get help with common topics as well as be able to submit support tickets and track the progress of those tickets.
What do you dislike about the product?
The only thing that I really don’t like is the inability to customize the login page more. I’m a big fan of custom login pages where I don’t have to have so much of the developers content displayed.
What problems is the product solving and how is that benefiting you?
Freshdesk helps provide my end users with answers to common tech support questions, thereby making the provision of support a whole lot less complex.
Recommendations to others considering the product:
Great service and very affordable. Ease of use is also superb.
Excellent ally for the efficient management in the control of incidents at the organizational level.
What do you like best about the product?
It is an excellent tool that streamlines the process in the control of incidents, allowing to gather in an organized platform all the requests generated by the clients as incidents, problems and questions, distributing them among the work team establishing expiration dates which accelerates the capacity of response to the client reaching the proposed goals, allows the visualization of all the requests as well as of each status managing the same information, one of the features that I like the most is that it provides a business domain through its registration which allows to personalize and give a good image in view of the client, it does not require downloading, its panel is simple to use, it is undoubtedly an excellent functional platform in the organization and efficient management of incident control.
What do you dislike about the product?
This software works perfect facilitates the process of response to the client achieving satisfaction in less time I have no complaints about it is a great ally in the control of incidents at the organizational level providing practical tools that streamline the process.
What problems is the product solving and how is that benefiting you?
It allows timely response to the client avoiding wasting time focusing on each detail, continuous monitoring what has allowed the satisfaction of the client and giving good receptivity at the market level, without any doubt the control of incidents require great attention. Customer satisfaction is something that directly impacts the productivity of the company since the dissatisfied customer is the multiplier of the information, freshdesk allows to achieve productivity goals, responding in less time to each client, it is an excellent tool and a great ally.
Recommendations to others considering the product:
I recommend the use of Freshdesk for all people who wish to have an efficient handling in the control of incidents, providing a business domain for the reception of requests generating formality, security and good image in view of the client, establishes expiration date which ensures a timely response and with this your satisfaction something that is of vital importance for any company, its cost is accessible, no download is required avoiding wasting time, I consider Freshdesk is an excellent ally for any organization.
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