Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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External reviews are not included in the AWS star rating for the product.
User friendly and have all necessery features needed for a help desk
What do you like best about the product?
Easy user interface, they way it's possible to customize how tickets shall be handled, built in knowledge base, easy to publish articles and more for end users to download, the forum possibility, external apps that gives even more possibilities
What do you dislike about the product?
Would like to have the possibility to decide what ticket types should be included in the SLA even in the Garden plan.
What problems is the product solving and how is that benefiting you?
Administrate all support issues and at the same time build up an internal knowledge base for their solutions. Now we have one site for all customers to use when having support issues, questions, searching for information regarding our products. And also a way to interaction between customers and customers and us.
Recommendations to others considering the product:
Setup a wish list regarding the functionalities you want. Compare what Freshdesk can offer regarding your list and don't forget to set the a friendly UI high.
It is an innovative software
What do you like best about the product?
Freshdesk is a great software. Unifies information from multiple channels such as emails and chats, which facilitates the ticket management and allows us to provide faster and more optimized customer service. It is an intuitive software that helps us assign the tickets seamlessly to operators.
What do you dislike about the product?
It works very well, I have no complaints about Freshdesk.
What problems is the product solving and how is that benefiting you?
Innovate customer service. It allows us to communicate with customers in a timely manner, solve problems quickly and keep our team organized in one place.
It helps us to unify the conversation history of different channels.This means that if a client writes us from Facebook or Gmail, Freshdesk automatically saves the conversations in a single ticket. It's really an effective tool.
It helps us to unify the conversation history of different channels.This means that if a client writes us from Facebook or Gmail, Freshdesk automatically saves the conversations in a single ticket. It's really an effective tool.
Recommendations to others considering the product:
It is a great solution to optimize customer service.
My review for freshdesk
What do you like best about the product?
It is a clod based software that allows you to go with customer support on multiple channels. The service is quick and helps you in solving your queries early. It is an excellent program directed at support ticketing.
What do you dislike about the product?
The features I have used till now are very excellent and supportive so no issues found yet.
What problems is the product solving and how is that benefiting you?
It is very effective software both in functionality and cost wise. Being response saves time. The features are easy to understand so user-friendly.
Recommendations to others considering the product:
It is a good app with good services and excellent customer support. You should give it s try once and I am very sure you will enjoy it.
Good but not great
What do you like best about the product?
It's simple to use yet has a lot of features that you can refine.
What do you dislike about the product?
It's clunking and isn't good in split screen.
What problems is the product solving and how is that benefiting you?
It is a simple ticketing application that users seem to like.
Recommendations to others considering the product:
Nonprofit discounts are good.
Customer Support in one place
What do you like best about the product?
You can use FreshDesk as a way to communicate either internally about issues or as a way for customers to submit issues and questions.
What do you dislike about the product?
I can’t think of anything at this time that I dislike about FreshDesk
What problems is the product solving and how is that benefiting you?
Centralized way of tracking issues,questions and problems.
Recommendations to others considering the product:
Great way of internally working question or issues or externally for customers to submit issues
Great product, very intuitive
What do you like best about the product?
There are several integrations into this system that allow the product to sync into your existing email system. It has a great interface and is easy to read/view and navigate around and add new tools/items to the setup, such as the knowledge base, and automatic replies, and standard solutions.
What do you dislike about the product?
There is not much I can say that I dislike about it, the cost was actually much better compared to other systems that cost more and offered less products out the box. They also help do a lot of the setup unlike others who charge to integrate items for you.
What problems is the product solving and how is that benefiting you?
We use it as a tracking system for our customer service tickets that come in via phone or email. They also offer chat service which would be a new feature we would offer if we end up going that route, but is nice to have as an option for future use.
Recommendations to others considering the product:
I would check with its ability to integrate into your system and IT certifications to make sure they are compatible and that all of the products you are looking to use are actually usable for your purposes as there may be system limitations.
Hi as Manager the trial test was very interesting to monitor and manage the team with task
What do you like best about the product?
Dashboard are very good,
REPORT AS WELL
REPORT AS WELL
What do you dislike about the product?
TAG are not pick up list
not allow to change the type from table view
not allow to change the type from table view
What problems is the product solving and how is that benefiting you?
IT ISSUE AND DEVELOPMENT
very comfortable and professionally designed customer service program
What do you like best about the product?
I wouldn't tire of saying how pleased I am with the ticketing that this service works with, so it helps me to better manage requests and have a way to assist my clients' modalities.
More than anything because my clients want to convey a message to me and they are centralized in a straightforward way in terms of the means of work with which I am entrusted. Because it can symbolize a technical and dynamic help to meet their requirements. This also gives me general control.
More than anything because my clients want to convey a message to me and they are centralized in a straightforward way in terms of the means of work with which I am entrusted. Because it can symbolize a technical and dynamic help to meet their requirements. This also gives me general control.
What do you dislike about the product?
They do not have possibility available at the time of placing to work the means of tasks and the capacity seems to me quite unusual. There is also no possibility of transforming the received messages to ticket, because it does not symbolize their dynamism.
I still don't think it's reasonable to have to receive an email notification from the client after having responded to all the requirements needed when registering a new user. Which makes me tedious to have to be constantly reviewing the tickets in terms of searching for answers. I also find it exaggerated that sometimes I have to receive more than 3 messages for each ticket that is added.
I still don't think it's reasonable to have to receive an email notification from the client after having responded to all the requirements needed when registering a new user. Which makes me tedious to have to be constantly reviewing the tickets in terms of searching for answers. I also find it exaggerated that sometimes I have to receive more than 3 messages for each ticket that is added.
What problems is the product solving and how is that benefiting you?
The service is very good when it comes to managing each request that is used in relation to my clients, mostly because I handle high amounts when working through the web.
I was also able to attach the large number of claims and resolve them in an organized manner, without having to vary the order of sending or consider other users. If they could add other technical features, it would be a means with which I would not get tired of using the service and more than I can recommend it to all those users who are looking for a means of attention.
I was also able to attach the large number of claims and resolve them in an organized manner, without having to vary the order of sending or consider other users. If they could add other technical features, it would be a means with which I would not get tired of using the service and more than I can recommend it to all those users who are looking for a means of attention.
Recommendations to others considering the product:
no recommendation because the program is very easy to use
"The application surpassed my desires."
What do you like best about the product?
What most grabbed my eye in the program is that it has a versatile application, which I can without much of a stretch translate and supplements the administration offered on the web. Moreover, I can have a more noteworthy openness to the made sections and have the capacity to have a superior task the extent that the vault interface with which I work.
Concerning the attributes of gathering in the program you can dispose of those bogus desires that you can have through the new assignment of tickets, a case that I like without question and thusly I have endeavored to utilize it for the most part with my clients.
Concerning the attributes of gathering in the program you can dispose of those bogus desires that you can have through the new assignment of tickets, a case that I like without question and thusly I have endeavored to utilize it for the most part with my clients.
What do you dislike about the product?
The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
What problems is the product solving and how is that benefiting you?
By methods for the result of procurement that I have had, I have possessed the capacity to spare a great deal of cash in the contracting of different administrations, in light of the fact that beforehand I had the joy of having the capacity to pay for multiple administrations that did not satisfy similar similitudes that this program is putting forth me.
Furthermore, I have possessed the capacity to block the multitudinous dimensions of reaction towards my customers and in the piece of documentation it has been less demanding for me to unwrap myself and not to need to introduce futile applications that do nothing for my locale. It is thus that I can prescribe the program for each one of those clients who work concrety with a high client level.
Furthermore, I have possessed the capacity to block the multitudinous dimensions of reaction towards my customers and in the piece of documentation it has been less demanding for me to unwrap myself and not to need to introduce futile applications that do nothing for my locale. It is thus that I can prescribe the program for each one of those clients who work concrety with a high client level.
Recommendations to others considering the product:
this is a decent item for your company,highly expounded
ROI is high!
What do you like best about the product?
The program we used to use for Support tickets was being discontinued after being acquired by another company. It was the best at the time but had its caveats.
We researched a few different programs and FreshDesk clearly stood out both in functionality and cost efficiency. The initial setup of the program for our purposes was very straight forward and the ease of use both as an administrator and agent is something I wish we found years ago.
This is designed for Support tickets and not Sales/Marketing. We currently have no plans on transitioning away from FreshDesk. It is that good of a program. They update it frequently to continually improve on both the agent and customer experience. It is a very well thought out and designed program for Support ticketing.
Thank you for creating such a wonderful program directed at Support ticketing!
We researched a few different programs and FreshDesk clearly stood out both in functionality and cost efficiency. The initial setup of the program for our purposes was very straight forward and the ease of use both as an administrator and agent is something I wish we found years ago.
This is designed for Support tickets and not Sales/Marketing. We currently have no plans on transitioning away from FreshDesk. It is that good of a program. They update it frequently to continually improve on both the agent and customer experience. It is a very well thought out and designed program for Support ticketing.
Thank you for creating such a wonderful program directed at Support ticketing!
What do you dislike about the product?
Honestly, nothing I can think for our purposes. We don't use all of the features, being such a small company.
What problems is the product solving and how is that benefiting you?
Increased response times and therefore, improved customer satisfaction!
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