Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Great ticket system
What do you like best about the product?
The ticket system is undoubtedly the best feature of Freshdesk. You can label the tickets according to their level of urgency, which is beneficial to the support team and they can focus on reviewing customer requirements and provide the best customized solution to your issues, doubts and concerns.
What do you dislike about the product?
Freshdesk works efficiently. I have not found faults that should be corrected.
What problems is the product solving and how is that benefiting you?
It offers an interactive and productive environment for agents. Shortens the response time to the client. The ticket system optimizes the management of customer support members.
Recommendations to others considering the product:
Freshdesk fits into customer support environments for companies of any size. It is scalable and easy to use.
Tickets? best way to deal with them.
What do you like best about the product?
Freshdesk offers multiple support channels, such as telephone and email, as well as social networks, chats and forums. With this, you can manage all queries in a single panel. Even queue them according to your urgency, service level agreements or other metrics of your choice.
In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.
In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.
What do you dislike about the product?
I don't think I find a feature so negative as to recommend not using this great explanation. Can it present any difficulties? Yes, but with a little guidance we can solve them.
If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.
If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.
What problems is the product solving and how is that benefiting you?
The Supervisor and the Observer, which are time and event based triggers, respectively. They can be used to configure rules to send notifications automatically and manage ticket escalation and tracking.
Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click.
These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.
Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click.
These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.
Recommendations to others considering the product:
Put time and effort on it. You won't regret it.
Just the best customer support and helpdesk solution!
What do you like best about the product?
One of my favorite things about Freshdesk is that it comes with support for 26 different ready-to-use languages. It allows each agent to customize their languages individually. Agents can also schedule work hours according to their local schedules.
By setting several working hours for each team, shift or location. Similarly, different SLA policies can be set for each product, department or company. Supported helpdesk, with automatically escalating emails to track violations.
Companies can choose to configure the support portal. To adapt to your brand by adding logos, adding colors, and even rewriting HTML on pages.
By setting several working hours for each team, shift or location. Similarly, different SLA policies can be set for each product, department or company. Supported helpdesk, with automatically escalating emails to track violations.
Companies can choose to configure the support portal. To adapt to your brand by adding logos, adding colors, and even rewriting HTML on pages.
What do you dislike about the product?
Disadvantages with respect to this application are few. However I can mention that one of them that I don't like about Freshdesk is that it is not so basic. It takes a little work and technical expertise.
Why does this happen? This happens when API calls are made to automatically pull and send information in and out of Freshdesk. But it's not all bad. The good news is that they have the API to allow this.
In this regard, there were some occasions where I had some problems getting the automatic allocation of tickets. For what? To go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
Another of the most difficult things I can say is that it takes a little getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
Why does this happen? This happens when API calls are made to automatically pull and send information in and out of Freshdesk. But it's not all bad. The good news is that they have the API to allow this.
In this regard, there were some occasions where I had some problems getting the automatic allocation of tickets. For what? To go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
Another of the most difficult things I can say is that it takes a little getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
What problems is the product solving and how is that benefiting you?
With email and most older systems, agents spend an excessive amount of time. They dedicate themselves to sorting, prioritizing and assigning problems/tickets to the right people.
Another productivity loss is when customers write with simple queries or multiple customers report the same problem. And agents have to write the same answer repeatedly.
Freshdesk comes with a number of automations to reduce the time, workload of agents and increase productivity. Dispatch'r runs on each new ticket and automatically sorts, prioritizes and assigns the ticket to the correct equipment.
Another productivity loss is when customers write with simple queries or multiple customers report the same problem. And agents have to write the same answer repeatedly.
Freshdesk comes with a number of automations to reduce the time, workload of agents and increase productivity. Dispatch'r runs on each new ticket and automatically sorts, prioritizes and assigns the ticket to the correct equipment.
Recommendations to others considering the product:
With all mentioned before, I have nothing more to say. It's easy, useful and organized,
A lot of features, 100% useful.
What do you like best about the product?
Freshdesk makes it easy to scale support across multiple products, languages and time zones. With multi-product support, all customer support queries can flow to the same support service. And be categorized and assigned to specific agents or teams with ease.
Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.
Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.
What do you dislike about the product?
This is a rather difficult question to answer, as Freshdesk has many benefits that we must take advantage of. However, not everything is one hundred percent good. We can say that Freshdesk's application capacity may seem limited to you.
What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either.
On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying.
The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.
What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either.
On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying.
The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.
What problems is the product solving and how is that benefiting you?
In case an agent needs the opinion of a third party, such as an external supplier on a problem. You can forward the ticket to the provider directly from the helpdesk.
All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call.
For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.
All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call.
For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.
Recommendations to others considering the product:
You will be amaze with all the tools it has to offer! Give it a try!
what are you waiting for?
What do you like best about the product?
One of the things I like most about freshdesk is this. The integration of Freshdesk's social networks is also first class. With support for Facebook pages, a synchronized Facebook support center.
Broadcasts to monitor what the world talks about a company and a social tab that works on the mobile. Freshdesk's support desk compares well with its competitors for companies that want to deal with a young customer base.
It is worth trying this new method that is breaking with old traditions. Technology Makes Its Own Again
Broadcasts to monitor what the world talks about a company and a social tab that works on the mobile. Freshdesk's support desk compares well with its competitors for companies that want to deal with a young customer base.
It is worth trying this new method that is breaking with old traditions. Technology Makes Its Own Again
What do you dislike about the product?
Freshdesk still needs to support more social media platforms such as LinkedIn and others as they have become an important means to generate potential customers for the business.
Although Freshdesk is primarily a ticketing solution, I would love to see them incorporate other features. As a social network management solution like tracking what is said about the business and responding to all channels from Freshdesk. This will help avoid the need to buy two solutions for any customer-centric organization.
Although Freshdesk is primarily a ticketing solution, I would love to see them incorporate other features. As a social network management solution like tracking what is said about the business and responding to all channels from Freshdesk. This will help avoid the need to buy two solutions for any customer-centric organization.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped me as it is designed for easy configuration to speed up user adoption. In addition, you can configure your service level agreements (SLA) to define ticket priorities and resolution time.
Tickets can be sorted according to your SLA policy, which helps you save time and manage customer expectations. You can see the most urgent problems and the allocated response time.
SLA customization is a big help if you have multiple products. You can set operating hours for different priority levels. This lets your customers know when to expect a response.
You can also customize the support portal with your logo and brand colors.
Tickets can be sorted according to your SLA policy, which helps you save time and manage customer expectations. You can see the most urgent problems and the allocated response time.
SLA customization is a big help if you have multiple products. You can set operating hours for different priority levels. This lets your customers know when to expect a response.
You can also customize the support portal with your logo and brand colors.
Recommendations to others considering the product:
willingness to learn
very very very nice app :D
What do you like best about the product?
"Freshdesk" focuses on making sure it offers a comprehensive set of functions for each channel. In which a customer service team wants to interact with users.
"Freshdesk" offers excellent support for traditional channels such as email and telephone.
As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels.
Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.
"Freshdesk" offers excellent support for traditional channels such as email and telephone.
As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels.
Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.
What do you dislike about the product?
It takes a little work and technical expertise to make API calls to automatically extract and send information in and out of Freshdesk. The good news is that they have the API to enable this.
There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
What problems is the product solving and how is that benefiting you?
You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, frequently asked questions can be answered with a canned answer.
Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents.
As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.
Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents.
As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.
Recommendations to others considering the product:
this is a nice app to use
Freshdesk || Great Helpdesk application
What do you like best about the product?
The best part of this application is that it's very easy to understand for the lesss technically inclined people, due to which the interaction with our colleague becomes very simple and assigning the work to the correct department or person become easier.
Lots of automation feature are also available in this application.
Lots of automation feature are also available in this application.
What do you dislike about the product?
Overall a great experience using this application but Reporting can be done more customization.
What problems is the product solving and how is that benefiting you?
This application is very easy to communicate with our co-workers and the service provided is very blissful.
Recommendations to others considering the product:
Give it a try!!
Don't let your tickets drown in your inbox! Manager them better with this.
What do you like best about the product?
Freshdesk is great for tracking employee and customer requests throughout the whole process. Our tickets are visible so it makes it obvious who is currently needed to perform an action. I'm not sure if there is a private feature. It keeps the tickets in the system so you can go back if needed.
What do you dislike about the product?
We use Trello to track our projects and the integrations with Trello aren't great. What happens is; we get spam emails into Freshdesk and they auto-populate into a card in Trello. We had to turn the feature off so now we have to manually enter tickets into Trello.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep track of all our requests. We get hundreds of requests a week and without Freshdesk, they would just get lost in an inbox.
Recommendations to others considering the product:
Overall, if you have requests getting lost and drowning in your inbox - this is the best platform for you.
" My master control with freshdesk"
What do you like best about the product?
What I like most about the application is the master control that freshdesk gives me, since we have the database in order to sort, classify the data and call the clients that will be scheduled for meetings, or for conferences, We also have a timer to remember appointments, the classification allows us to take better control and carry our tasks in order
What do you dislike about the product?
certainly more are the benefits that I notice to the application that so far I do not see error; However, I would like to point out that since it is a small business service, it does not require as much amplitude or co-simplicity, it is great for now
What problems is the product solving and how is that benefiting you?
Among the benefits it has provided we have order, information security, classification, streamline all conversations in one place, automate repetitive work and save time and therefore collaborate with other teams to solve problems
Recommendations to others considering the product:
I recommend the product although I do not have at this time to send a screen print, but I recommend it for the features mentioned above as they are: easy to organize customer conversations, easy system support plus the benefits that I notice to the application that until now I do not see relevant errors
Great experience, extremely quick learning
What do you like best about the product?
All of my team had no issues learning and adapting to this tool from another very popular ticket solution.
What do you dislike about the product?
Sometimes the screen can become cluttered due to the UI and my company just having some many tickets open at once. This can get old fast some times but seems to be solved with bigger screen resolution.
What problems is the product solving and how is that benefiting you?
We have really increased out customer feedback and problem tracking ability with FreshDesk.
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