Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Organization, formality and speed in the control of incidents.
What do you like best about the product?
Facilitates a business domain by allowing each of the clients' requests to be formally and personalizedly generated, generating good image and receptivity, grouping all the incidents, problems and questions generated by the clients in one platform, with excellent control and follow-up, allowing the distribution of requests among the work team, further streamlining the process as well as the visualization of each status at a general level, it does not require downloads, its registration is simple and of fast adjustment, it has an effective task panel indicating expiration dates to each request establishing response parameters and accelerating timely attention to the client.
What do you dislike about the product?
Freshdesk works perfect is an excellent tool to keep a good track in the control of incidents without wasting time achieving greater reach and effectiveness, no complaints is a great tool that streamlines the process of customer service.
What problems is the product solving and how is that benefiting you?
Allows effective handling of customer requests, good organization and image, timely response to the customer thanks to the establishment of due dates reaching the goals and customer satisfaction, good handling in the control of incidents without any doubt is of vital importance for any organization Freshdesk brings speed and organization making the process easier.
Recommendations to others considering the product:
I recommend the use of this Software to bring a good control and efficient handling in the reception of requests, maintaining an excellent order and better visualization, accelerate the timely response to the client by means of response parameters to each request, provide personalization and good image in the reception and sending information, its adjustment is fast without loss of time, it provides a business domain which favors the reception of requests, it is a great tool! I believe that Freshdesk provides organization, formality and good image in the eyes of the client.
Great stuff
What do you like best about the product?
It gets the job done. This is a great product
What do you dislike about the product?
It's needs an upgrade with AI . It does for now
What problems is the product solving and how is that benefiting you?
It helps me solve difficult tasks
Recommendations to others considering the product:
It's great for right now. It needs an upgrade
Wonderful Service Desk ticket system!
What do you like best about the product?
I am very happy with the regular updates the system gets. It is nice to see mobile support for techs that travel regularly. I enjoy the reply and notification system as well.
What do you dislike about the product?
It can freeze up at time when using on a mobile platform.
What problems is the product solving and how is that benefiting you?
We are able to keep a clear and concise system in place thanks to this product for our tickets and techs.
Freshdesk - Easy to use
What do you like best about the product?
I like how easy it is to write up emails and tickets without having to go through the struggle of using my own email. The layout is incredibly easy to go through and is just as easy as emailing.
What do you dislike about the product?
N/A. It's a pretty awesome tool. Do not have any dislikes.
What problems is the product solving and how is that benefiting you?
N/A
A complete and modern helpdesk solution
What do you like best about the product?
The system is efficient and able to keep customer requests organized. It facilitates the handling of communications, distributes tickets to agents and prevents agents from managing the same tickets.
The reporting tool is useful for monitoring the volume of incoming, resolved and unresolved tickets. It's also great to measure the effectiveness of customer service we provide.
The reporting tool is useful for monitoring the volume of incoming, resolved and unresolved tickets. It's also great to measure the effectiveness of customer service we provide.
What do you dislike about the product?
I like how it works, it's definitely a good program, I have no complaints. However, I think premium plans - by agent - are expensive.
What problems is the product solving and how is that benefiting you?
Transforms the way we provide customer service. It is a fast and effective way to interact with customers and resolve tickets without problems. Multi-channel management is one of its best features since we receive the volume of conversations and store them in one place. In short, Freshdesk is software that increases our speed to take action regarding solving customer problems is concerned.
Recommendations to others considering the product:
Freshdesk is a great helpdesk solution, but premium packages can be expensive.
Freshdesk is great for support tickets, FAQs and items that can be easily reviewed and resolved.
What do you like best about the product?
Stunning knowledgebase, free training and responsive support (even with a free plan) allow my team to accelerate into the system without hours of internal training sessions.
What do you dislike about the product?
A style update on the client-side portal would be great. It's a little awkward, and even with the customizations, the default solution seems a bit outdated.
What problems is the product solving and how is that benefiting you?
Ticket management for tracking issues works great, this was one of our big problems and has been solved thanks to Freshdesk.
Recommendations to others considering the product:
Highly recommended for companies looking for a service desk solution. Easy to set up and quite powerful. The user interface is easy to use, making it simple for new users to become productive and that's great.
So Easy to use
What do you like best about the product?
FreshDesk allows you to easily manage all of your tickets in 1 easy to use interface. The details and flexibility that they offer is second to non.
What do you dislike about the product?
It does have a little learning curve and not all details are spelled out when it comes to integration.
What problems is the product solving and how is that benefiting you?
Trying to manage an over abundance of support request with very limited staff.
Excellent Software for tracking and solving incidents.
What do you like best about the product?
Powerful software for reception, control and response to the client by providing the service, providing mechanisms that speed up the response to the client in less time sets expiration dates each time a ticket originates, which allows timely response, does not require download only a simple registration, groups incidents according to their degree of priority as well as distributing them among the work team allowing the general visualization of each status, creation of business domain for the reception of insidents, problems or questions giving formality and good image, easy access and displacement as well as timely search for a specific situation.
What do you dislike about the product?
It is an excellent tool for tracking requests generated by customers that allows you to respond without loss of time, has a support support attentive to address every concern, works perfectly without complications.
What problems is the product solving and how is that benefiting you?
It allows to respond to the client in less time thanks to the organization and perfect panel that counts, effective communication with each client giving formality to the information, without any doubt we can now easily handle the reception of requests generated by customers through a business domain , previously this area did not keep a good record by letting pass some situations causing inconvenience now everything flows in a successful way provides tools that streamline the response process being this of vital importance in the business scope since satisfied customer is multiplier of the information.
Recommendations to others considering the product:
I recommend this software for all companies that wish to keep an excellent record and follow up on incidents allowing to respond to each situation quickly and in perfect order.
Ticket Help Desk - Fresh Services
What do you like best about the product?
What is the Fresh Services: Streamline your IT service and manage internal requests from your employees.
With Freshdesk, we can use on:
Web based
Mobile devices: Android and IOS
And this application for Small business, Mid-size and Enterprise
With Freshdesk, we can use on:
Web based
Mobile devices: Android and IOS
And this application for Small business, Mid-size and Enterprise
What do you dislike about the product?
Cost too high per account.
Can not work on workflows
Can not work on workflows
What problems is the product solving and how is that benefiting you?
Ticket helpdesk and return of invest(ROI)
Recommendations to others considering the product:
You can consider Fresh Desk for:
- Cloud base.
- Freshdesk - (Customer Service).
- FreshService - (IT service management)
- FreshSales - (CRM).
- FreshTeam - (HR - Recruitment)
- Freshchat – Live Chat
- Freshcaller – Call Center
- FreshMarketer – Analyze Website Visitor Behavior
- Cloud base.
- Freshdesk - (Customer Service).
- FreshService - (IT service management)
- FreshSales - (CRM).
- FreshTeam - (HR - Recruitment)
- Freshchat – Live Chat
- Freshcaller – Call Center
- FreshMarketer – Analyze Website Visitor Behavior
Facilitates the management of customer service.
What do you like best about the product?
It is a very complete and integral platform that offers a diverse functionality, of which we can highlight: Alerts and escalation of problems, real-time chat, multi-channel communication, automated routing, management of SLA (Service Level Agreement), management of the knowledge base, tracking of tickets and problems and supervision or monitoring of networks. It also allows you to manage all conversations with your customers in one place, regardless of the source, whether email, telephone or social networks, so you can offer personal and fast assistance. On the other hand it is very easy to use so its learning curve is minimal, and in certain aspects or functions can be customized.
What do you dislike about the product?
It possesses some limitations for the generation of reports since in our case we realize monthly report on the management of cases or ticket, in general, processed cases. or open and we had to make the reports in templates already pre-established in the system, so we consider it limiting because each company, business should have the option of being able to process or systematize the information collected in the ways it likes and is more adaptable to meet their needs.
What problems is the product solving and how is that benefiting you?
It has helped us greatly to improve our customer service, with this digital alternative we allow customers to
generate your ticket and we as a company process them faster and in a more organized way as it is very easy to 'assign' emails to the right department and the right person within that department for early response and case resolution. On the other hand it allowed us to build a user community with an integrated user forum and links to their social network accounts, further strengthening the communication channels. Additionally we also handle the mobile application that is easy to use and the chat function, for all these benefits that has helped us to improve our weaknesses Freshdesk is now considered a vital tool within our development process, its implementation and integration to other complementary programs has been the best decision we as a team made.
generate your ticket and we as a company process them faster and in a more organized way as it is very easy to 'assign' emails to the right department and the right person within that department for early response and case resolution. On the other hand it allowed us to build a user community with an integrated user forum and links to their social network accounts, further strengthening the communication channels. Additionally we also handle the mobile application that is easy to use and the chat function, for all these benefits that has helped us to improve our weaknesses Freshdesk is now considered a vital tool within our development process, its implementation and integration to other complementary programs has been the best decision we as a team made.
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