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.
It’s ok
What do you like best about the product?
Easy for agents to use. Can answer freshcaller calls through fresh desk and have the call automatically linked to the ticket
What do you dislike about the product?
Seems pretty clunky. Lots of issues for management. Takes a long time to program correctly so the interface works for your purpose. Some functions don’t work or aren’t customizable, which makes it harder to program, making workarounds necessary, which is annoying.
What problems is the product solving and how is that benefiting you?
We collect external help desk tickets through fresh desk. It’s an easy learning process for our agents.
Recommendations to others considering the product:
Good for smaller companies. Learn as much as you can about administration before implementing
it work
What do you like best about the product?
I really liked the communication with the members of our team. It's so easy to "assign" emails to the right department and the right person within that same department. Forget about pressing the forward button again and getting your teammates' emails stuck. In addition, you can privately leave your colleagues notes that the customer doesn't see, but that stay in the email chain. Customer service is really good and they will respond quickly and accurately to anything you ask no matter how small.
What do you dislike about the product?
something that's a little annoying, is if you apply it to a group - leave the email in 'unassigned' on the dashboard. Only if you apply it to a person will you remove it from this section. Again, we make sure to assign it to an individual.
What problems is the product solving and how is that benefiting you?
I was delighted with the service freshdesk offers, is a wonder, is very easy and intuitive to use, I dare say that you do not need great knowledge in the field to manage the program or just the basics at least to communicate with your customers or co-workers, this application has helped me solve and communicate the problems in my area, is the maximum.
Recommendations to others considering the product:
Buy it, you won't regret it.
app for the work
What do you like best about the product?
Occasional Agents - great function to keep agents without having to buy additional places .
Very convenient multilingual function .
LIQUID offers numerous possibilities.
Gamma functions
Fully functional API and convenient to use.
Good Dispatch, Supervisors and Observers functionality.
Very convenient multilingual function .
LIQUID offers numerous possibilities.
Gamma functions
Fully functional API and convenient to use.
Good Dispatch, Supervisors and Observers functionality.
What do you dislike about the product?
There is no clear information on the establishment of integrations.
No possibility to create your own report - only pre-constructed ones are used.
I guess the b2b system should be much more flexible.
No possibility to create your own report - only pre-constructed ones are used.
I guess the b2b system should be much more flexible.
What problems is the product solving and how is that benefiting you?
with freshdesk my way of communicating changed to a simpler but at the same time more complex and
complete with many functions still unattended or undiscovered, it has helped me a lot in my work and I can perfectly inform both my colleagues and my clients about my work and problems without inconvenience.
complete with many functions still unattended or undiscovered, it has helped me a lot in my work and I can perfectly inform both my colleagues and my clients about my work and problems without inconvenience.
Recommendations to others considering the product:
I recommend this application, it is very good and easy to use, you can do much more than just talk and write.
this app rocks
What do you like best about the product?
The user experience is very well designed. I looked for other applications and they all had the same price, however Freshdesk stands out for its ease of use.
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
What do you dislike about the product?
I think there should be an algorithm and intelligent spam identification system that sends spam tickets directly to the Spam folder. On the other hand, building and maintaining a common database of spammers would add even more charm to the software.
In this way, an operator can manually examine Spam tickets and process them respectively.
In this way, an operator can manually examine Spam tickets and process them respectively.
What problems is the product solving and how is that benefiting you?
freshdesk came into my life as a ray of light haha, I have facilitated the way I communicate with my clients and colleagues at work, I can perform faster my supervisions and reviews because I can maintain a better communication with this program.
Recommendations to others considering the product:
best app for me
this application works!!
What do you like best about the product?
If you are looking for something that has the least amount of customization, but is built very polished and easy to use from the first moment, this is the best product.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
What do you dislike about the product?
Well, there's really nothing I don't like about Freshdesk, just a small improvement in the control of spam and spammers. No doubt Freshdesk already deals with it, but in a slightly different way.
and of course the price, is a little expensive but equally passable for large companies
and of course the price, is a little expensive but equally passable for large companies
What problems is the product solving and how is that benefiting you?
freshdesk has facilitated me the connectivity with our customers in every way, I can address their concerns and solve their problems in many ways thanks to the many tools that has this program
Recommendations to others considering the product:
this program meets and by far meets our highest expectations
Recommended Application
What do you like best about the product?
The FD interface is simple and manageable, making it easy to change our old ticket format. It is easy to work together on a single ticket, especially with the ability to create Private Notes that are visible only to operators. Email templates help streamline tasks, and time-based rules ensure that tickets are not put on hold too regularly. Applications are also useful for extending some of the features or for customizing functions.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
Finally, I would love to thank the support of FreshDesk. They are very attentive and usually respond within a couple of hours. I don't think we've had a single open ticket (waiting for a response) for more than a day. For example, another organization we support had difficulty making outgoing email work.
What do you dislike about the product?
There's a couple of weird details about the solution builder. I'd like it to be more of a "what you see is what you get" feature, although you can preview your drafts before publishing the page.
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
I wanted to attach, for example, some footnotes, using superscript numbers in the text for indexing. This was not in the formatting options available, so I used the [highly appreciated] HTML editor. The problem is that numbers continue to appear as plain text in the standard editor, and only appear as superscript in the preview (and of course in the published page).
What problems is the product solving and how is that benefiting you?
In general FD has tried an application at the height of the circumstance, thanks to the application and its many functions quite useful and could help my customers more in their doubts and problems, is a very welcome application.
Recommendations to others considering the product:
recommendations? none, buy it and you'll see!
Amazing! 100% recommended.
What do you like best about the product?
One of my favorite options is automation, the observer does his job as it should, facilitating the handling of tickets, saving work to our team without reducing efficiency. It also allows you to add several different emails to receive tickets, which gives an organization and control of them, while you can choose to which specific team the messages are addressed.
What do you dislike about the product?
There are things that cannot be automated, and does not allow the handling of certain permissions to users to access certain information. They are options that would improve its operation but at no time make it difficult.
What problems is the product solving and how is that benefiting you?
Great attention to our clients and facilities to our customer service team.
Recommendations to others considering the product:
No need to much to get it working, and once it is, not too hard to set up everything.
good experience with freshdesk
What do you like best about the product?
simple to use. The interface in very intuitive. Our support team got up and running without any real training, which is amazing.
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
FD is a excellent issue tracking software in the work.
-Reports and dashboards are very strong tools for analysis, especially in identifying what to do next if backlogged
Reports and dashboards are very strong tools for analysis.
Phone support is very good in connectivity
Administrative settings are flawless, providing ability to restrict permissions perfectly
Merging of contacts is very effective
What do you dislike about the product?
Slow to very slow if custom-coded
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
Quite expensive to access custom features and customization
Chat feature is not the best solution that exists
Regular contact fields are limited to 2 telephone numbers
What problems is the product solving and how is that benefiting you?
We no longer use inboxes to track incidents, resulting in better tracking and results for customers. In addition, we can use tickets and previous broadcasts to develop knowledge, both internal, for specific customers, and internally
We've seen a lot of tracking applications, and FD works best!
We've seen a lot of tracking applications, and FD works best!
Recommendations to others considering the product:
recommendations, no truth, is an easy to use system or program.
Not very user friendly
What do you like best about the product?
I like that my emails are forwarded to a new inbox that I have to check.
What do you dislike about the product?
I dislike that I get emails within gmail that I have new tickets.
What problems is the product solving and how is that benefiting you?
Auto reply during non business hours.
Perfect customer service platform.
What do you like best about the product?
The idea that being able to handle the messages and tickets sent by our customers and be able to respond quickly is possible thanks to FreshDesk, its interface is a clean and functional. The option to add automatic replies makes it possible to create a FAQ system and have it available for them. While answering a ticket you have all the necessary information right there, to verify and be up to date with the customer.
What do you dislike about the product?
The lack of capacity for visual customization, has a lot of tools and gadgets, but visually is very limited and it would be good to give a more appropriate touch to the company.
What problems is the product solving and how is that benefiting you?
Our support team's ease of responding to customers and their comfort in communicating with us.
Recommendations to others considering the product:
If your support team is stressed by handling so many emails, this is your solution.
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