Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Nice ticketing Platform
What do you like best about the product?
It is very easy to set up and would not take one to have a lot of IT backgrounds. Good for growing business who do not have the resources to implement a ticketing system that will require staff training.
What do you dislike about the product?
There is not much that I do not like about this software, but I would say that channels for communication are limited even though I am working on a basic account.
What problems is the product solving and how is that benefiting you?
Client follow-ups and escalations. Freshdesk has offered me a great platform to follow up on issues of our client's face and see who is available to be assigned to that particular problem.
Recommendations to others considering the product:
Great software for issue ticketing and following up on pending issues, provides a facility to intergrate social media platform like facebook, create automation of responses and allows collaboration. This pprdouct has many features that make it stand out.
Comfort for the company
What do you like best about the product?
Thanks to Freshdesk's service, I have been able to better mobilize the platform's resources, since it has multiple options that give me the broad similarity of opening myself as a self-service.
In the same portal I can make different arrangements in terms of ideas and online voting, I can also generate surveys where I can receive an opinion from a user who enters my platform in a unique way and with a purpose. What I think is good is that everything can be done in a simple way and without much work when informing a user of my list.
In the same portal I can make different arrangements in terms of ideas and online voting, I can also generate surveys where I can receive an opinion from a user who enters my platform in a unique way and with a purpose. What I think is good is that everything can be done in a simple way and without much work when informing a user of my list.
What do you dislike about the product?
It is very rare to be able to keep detailed reports on customizations because I am mentally blocked from working. What causes that I have to stress to the maximum at the time of using its resources and to be able to save it touches me to do it of manual form.
If you had a template or you could modernize it yourself, it would be much more helpful, because I do not see another problem at a general level in terms of its use and termination of policies.
If you had a template or you could modernize it yourself, it would be much more helpful, because I do not see another problem at a general level in terms of its use and termination of policies.
What problems is the product solving and how is that benefiting you?
By means of the service I was able to denote in a wide similarity the system of being able to simplify the data that appear constantly to me in my platform. In addition, our old SDP Software was very complicated for us to have to systematize all the complements and data.
As far as the customer service needs system is concerned, I have been able to extend the scope, so much so that I can even communicate by telephone and that I can manage it from there without so much complication and make data requests without problems. With this we can say that we recommend it to 70% to all users who tend problem when systematizing new data.
As far as the customer service needs system is concerned, I have been able to extend the scope, so much so that I can even communicate by telephone and that I can manage it from there without so much complication and make data requests without problems. With this we can say that we recommend it to 70% to all users who tend problem when systematizing new data.
Recommendations to others considering the product:
enjoy this amazing app
to keep your customers happy.
What do you like best about the product?
I liked the service on the part of being able to streamline in better scope to the projects that I have outlined and also that is really powerful to differences of other services that do not have the same characteristics, but if almost the same resources. I can also mention that it makes it possible for my clients to visualize in a comfortable way the fact of the usability of the login and that makes us arrive a notification, which will come with the intention of registering in the database all these data.
What do you dislike about the product?
It is worth noting that the platform still has some flaws in terms of slowing one of its resources, since it tends to fail and even do not function properly, so when working does not develop and generates a double work at the personal level. In each update that they do tends to decrease, but nevertheless they do not manage to remove it completely, something that has stressed me a lot with it. Sometimes they tend to be errors that do not spend much time to resolve, but nevertheless there are others that commonly get stuck and I have to leave the service and return to enter.
What problems is the product solving and how is that benefiting you?
Thanks to Freshdesk's full service, I've been able to establish my control policies regarding my page, so I've been working at a much lower cost than I've been doing commonly.
More than anything because it can be managed in the cloud and does not generate any problem in doing so and can be accessed anywhere without any inconvenience. This also means that my clients can be provided with the level of communication regarding my service and that they do not need IT professionalism.
More than anything because it can be managed in the cloud and does not generate any problem in doing so and can be accessed anywhere without any inconvenience. This also means that my clients can be provided with the level of communication regarding my service and that they do not need IT professionalism.
Recommendations to others considering the product:
facilitates contact with your client
Great program
What do you like best about the product?
Ease of use, our clients are able to communicate with us directly through the program,
What do you dislike about the product?
A bit cluttered and difficult to search for tickets easily.
What problems is the product solving and how is that benefiting you?
None
Customer Engagement at its Best
What do you like best about the product?
Freshdesk makes it easy to converse with customers and is very user friendly. They make it easy to sort through conversations and go back in time to reference past discussions.
What do you dislike about the product?
I wish this was mobile friendly, would make it much easier on the go.
What problems is the product solving and how is that benefiting you?
This has solved communication issues and when customers need tech support. Entire team can chime in.
Ticket management is the key feature of Freshdesk
What do you like best about the product?
It is a platform that allows us to improve effective communication with the client and helps us focus on a customized solution for each one of them.
Monitoring the activity of operators is a good resource we use to motivate and reward our agents. The dashboard provides a friendly environment that facilitates interaction between the team.
Freshdesk has a wide variety of useful functions to efficiently handle customer queries.
Monitoring the activity of operators is a good resource we use to motivate and reward our agents. The dashboard provides a friendly environment that facilitates interaction between the team.
Freshdesk has a wide variety of useful functions to efficiently handle customer queries.
What do you dislike about the product?
It need more reporting functions with custom parameters.
What problems is the product solving and how is that benefiting you?
It helps us improve customer communication, the environment gives us is suitable for interaction between agents and allows us to properly allocate tickets to the appropriate agents.
Recommendations to others considering the product:
Due to its characteristics it is useful and affordable for small businesses.
Big Fan of Freshdesk
What do you like best about the product?
The newest update to the interface is great, and with the change to its functionality, search ability and tracking it is a great system to use for customer requests and solving issues.
What do you dislike about the product?
Sometimes the controls are not as intuitive as the last update but I have seen it go through a few updates and get the hang of it pretty quickly.
What problems is the product solving and how is that benefiting you?
Solving customer problems, project management, communicating with clients, template design certain processes
Good Service, Simple UI, Gets what you need done.
What do you like best about the product?
Simple UI choices and elements to make the site work how you want. We get most of what we need it to do done.
What do you dislike about the product?
As simple as it is for admins, the GUI is not simple enough for our basic users unfamiliar with tech. They rely on basic intranet level GUI versus this more streamlined friendly GUI.
What problems is the product solving and how is that benefiting you?
We use it for a help desk solution between our customers and our products so they can enter problems with each part.
Streamlines communication with our customer support team
What do you like best about the product?
Multi-channel support is very useful to connect with customers, allows communication to be fluid and therefore improves the ability of the support team to offer solutions that meet the needs of customers. It integrates seamlessly with digital tools like Gmail, Outlook and social networks.
What do you dislike about the product?
It is a program that is not complicated to use and I pemite interact seamlessly with customers, so I have no negative feedback about this application.
What problems is the product solving and how is that benefiting you?
Freshdesk builds a pleasant experience of customer service. The distribution of tickets to different agents is a simple task that results in shorter response time to customers and thus speeds up the work of the care team. It is a awesome tool to optimize our workflow.
Recommendations to others considering the product:
It provides an excellent system to manage customer queries. It is relatively simple and adapts to the environment of companies of different levels.
Easy to navigate once used to it
What do you like best about the product?
Groupings and assigning. When you assign a ticket to a specific person or department. Also, the ability to let a customer know you are waiting for their response.
What do you dislike about the product?
The automated closing messages. We would like the option to not send an alert when a ticket is closed.
What problems is the product solving and how is that benefiting you?
We are in the transition of pushing all customers to Freshdesk instead of emails. This allows everyone to access customer support remotely.
Recommendations to others considering the product:
There are probably more features than you realize. Keep checking out new things.
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