Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Excellent customer service!
What do you like best about the product?
I met with a few support tool companies and I really enjoyed working with Freshdesk. Sarosh and Jayalaxmi answered all questions, followed up with me to touch base, and once I signed up for the demo they assisted me very quickly with any demo questions I had. Once we signed up for Freshdesk the assistance I received was amazing. Any time I had a question Jayalaxmi was very quick to respond and walked me through on getting everything setup. Sarosh also followed up to ensure everything was working for me. Hands down - the customer service at Freshdesk is stellar. Also, the tool is very user friendly. Except for some complex ticket entry setup I needed to do, everything was very self explanatory within the tool.
What do you dislike about the product?
Absolutely nothing - it's been amazing working with Sarosh and Jayalaxmi!
What problems is the product solving and how is that benefiting you?
The support tool we are using is out of date and is also coming to an end of life. We needed to switch support tool and we were hoping to gain more functionality. Freshdesk provided everything we were looking for. Additionally there were no hidden costs. When I spoke with other companies there were "add ons" to the plan I had to purchase to get everything I wanted. At Freshdesk it's all in one package.
A great solution to manage customer service
What do you like best about the product?
Freshdek allows you to manage customer queries easily and effectively. The ticketing system and the multiple support channels make this software a robust, scalable and easy to implement support solution.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
One of the best features of Freshdesk is the ability to customize tickets according to its level of urgency.
What do you dislike about the product?
The software works very well, but I think it could improve the customization features of the dashboard.
What problems is the product solving and how is that benefiting you?
The ticketing system, the multiple support channels and the automation of tasks, facilitate the communication of the support team with the clients.
Recommendations to others considering the product:
Recommended for small and medium companies. It is easy to configure, its user interface is simple and simplifies teamwork and increases productivity.
It is an excellent tool for the support staff that manages many clients.
It is an excellent tool for the support staff that manages many clients.
freshdesk all in 1
What do you like best about the product?
I like that whenever I need an issue resolved i just message the support team via freshdesk and gets the reply and resolution as soon as possible.
What do you dislike about the product?
I didn’t really encounter any problems using it since it’s user friendly.
What problems is the product solving and how is that benefiting you?
Since I worked as an ESL Instructor homebased I only communicate with the support team via freshdesk regarding my inquiries about scheduling classes and mock classes as well as student’s complaints.
Recommendations to others considering the product:
It’s fast and user friendly. Our support team had my inquiries resolved ina matter of minutes. I would definitely recommend using this software.
The ticket system is unique.
What do you like best about the product?
It is very useful to handle the concerns and questions of the users. The ticketing system is efficient, highly intuitive and easy to use. Timers and tags help to filter queries and avoid inactive tickets.
What do you dislike about the product?
It would be great if it included more integration features.
What problems is the product solving and how is that benefiting you?
The ticket system helps us provide an optimized customer service.
Recommendations to others considering the product:
Freshdesk is a tool that customer service teams need. It is a simple, intuitive and affordable resource.
Live chat support
What do you like best about the product?
Ease of use, get the work done, simple and smart.
What do you dislike about the product?
When we are in other window and new chat appears apart from chat sounds there can be flash popup
What problems is the product solving and how is that benefiting you?
Regards issues with my order
It works perfectly. Recommended.
What do you like best about the product?
Its fast and smooth performance makes it rank at the top of the list among many others. Its minimalist interface makes it a wonder to use. Being able to be handled by one or many people with no problems, as everything is well segmented and organized. Its notification system is perfect and works efficiently, offering quick answers to our customers, anywhere or on any platform. They are always updating and adding improvements to offer a better service.
What do you dislike about the product?
Compared to other services in the same field, its price may be considered a little high, and for some users with few resources will be a little difficult to acquire.
What problems is the product solving and how is that benefiting you?
Quick handling of tickets. Follow up of our customer service staff. Organized reports. And much more.
Recommendations to others considering the product:
Just try it. You will be surprised with all the features it has to offer.
Best multi-channel customer platform.
What do you like best about the product?
Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.
What do you dislike about the product?
Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users.
Also their range of social networks is a little limited, extending it a little more would be perfect.
Also their range of social networks is a little limited, extending it a little more would be perfect.
What problems is the product solving and how is that benefiting you?
Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.
Recommendations to others considering the product:
If you have used a similar tool before, you will have noticed that some have delays and problems. With FreshDesk that doesn't happen. Undoubtedly the best performance and easy installation.
Freshdesk is as fresh as your real customer support desk!
What do you like best about the product?
What else you need! All customer support features right in front of you. You manage all your customer conversations at a place. All support requests are there in inbox and you can take immediate action to resolve all.
What do you dislike about the product?
Flow of features and menu can be made somewhat better! If they are reorganized in a better way to improve customer experience, then it will be great!
What problems is the product solving and how is that benefiting you?
many things- Customer support management, management of conversations, measuring performance of support team, increasing productivity.
Recommendations to others considering the product:
Very good application to bring your support process to the next level.
Out with the new and bring back the old
What do you like best about the product?
I do like that you can set up scenarios and canned responses to help make ticket answering quicker
What do you dislike about the product?
The forced change to their new version, where there are script bugs that cause images to jump, hyperlinks don't work, you can no longer combine scenarios and quick responses. The useful short keys are gone. The system no longer flows.
What problems is the product solving and how is that benefiting you?
Everyone can see the responses, who touches tickets and easily see additional tickets
Freshdesk Review
What do you like best about the product?
Simplicity is the best part of this program for me.
What do you dislike about the product?
Dislike the fact that the customer side is a little more cluttered then the worker side.
What problems is the product solving and how is that benefiting you?
Benefits is that it's a lot more easy to use then most programs. Problems that are being solved are the more frequent questions that are being asked in person rather than being asked online.
Recommendations to others considering the product:
Try it out! See how you like it!
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