Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Easy to use help desk support
What do you like best about the product?
First is that I can handle a few customers at the same time and it keeps their responses together. It has apps for Android and iOS users, you can handle support when not at your desk. The Support comes from different channels, it can be by phone, email, chat, forums, Facebook and other social media. This software eliminates some of the staffs manual work, such as creating tickets.
What do you dislike about the product?
I would like to be able to insert supporting documents,images, invoices and possible videos that are apart of the ticket, For this can help eliminate confusion and can make its easier.They can get a better and more detail information about the ticket.
What problems is the product solving and how is that benefiting you?
I can be more productive, because I don't have to manually create each ticket, invoice and other things. This has also helped to get an answer to the customers in a timely manner. Collaboration with other support members and what we discussed is documented and categorized.
Recommendations to others considering the product:
First is that all you documentation and documents are protected. This software does need more integration. Its easy to use and can be customized if needed. Sometimes,the system may lag, however its still a pretty good software to use. It can be costly.
FreshDesk
What do you like best about the product?
Agility. FreshDesk allows multiple teams easily setup with customized workflows.
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
Easy way to merge and split cases.
Ability to template responses
Knowledge base capability
What do you dislike about the product?
If an email sent to 2 teams on fresh desk, it creates only 1 case and assigns it to a random team.
Service interruption are more frequent than desired.
Service interruption are more frequent than desired.
What problems is the product solving and how is that benefiting you?
Help Desk and other support groups organize their work and tasks and channel them properly.
Chatting with customer service
What do you like best about the product?
I like the ease of selecting different categories, to ensure my questions are sent to the right team.
What do you dislike about the product?
What i dislike about fresh desk is the amount of time spent on waiting for a response, this may be only per my experience as the company I'm contracted with has a lot of contractors to manage.
What problems is the product solving and how is that benefiting you?
I'm solving issues I have with clients, pay or using the companies platform.
Recommendations to others considering the product:
Try to use different sub categories to get help faster.
Review of Freshdesk
What do you like best about the product?
Ease of managing tickets and hardware. Easy to navigate and clean design.
What do you dislike about the product?
Wish there were more reporting tools. There is a fair amount of reports though, but we don't use all of them.
What problems is the product solving and how is that benefiting you?
Makes managing customers easier with ticket system. Helps us keep track of tickets more efficiently.
Great But need Improvements
What do you like best about the product?
* Free for up to three users
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
* Convenient ticket list filters
* Factors in agent performance
* Interface available in over 30 languages
* Hotkey support
What do you dislike about the product?
* its Android app made me enter the full name "Company Name".freshdesk.com instead of "Company Name"to log in;
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
* built-in SLA policies cannot be disabled, you can only create your own;
* agents’ time tracking is not fully automated;
* it would be great to see the number of new forum messages in the top menu, although you can set up email notifications, but my suggestion seems more convenient
What problems is the product solving and how is that benefiting you?
we mainly used to solve all related customers tickets and inquiries
Recommendations to others considering the product:
I would mainly recommend it to everyone I know over a lot of alternatives, it is really easy to use and get the hang of it and almost always gets the job done
It is easy to use
What do you like best about the product?
It is a well-integrated, easy to configure with a clean and simple interface software. It is intuitive and understands the needs of the user.
What do you dislike about the product?
I think that Freshdesk premium packages are expensive
What problems is the product solving and how is that benefiting you?
It is an integrated software with resources that allow to perform complex tasks in a simple and functional way. Provides assistance in the organization and tracking of tickets.
Recommendations to others considering the product:
I recommend Freshdesk because it is a useful tool that facilitates communication with customers in a simple and efficient way.
Fast and easy to use
What do you like best about the product?
It is simple and intuitive software with solid customer support.
What do you dislike about the product?
I have not complaints about the software.It works well
What problems is the product solving and how is that benefiting you?
It helps provide an accurate response to customer inquiries
Recommendations to others considering the product:
None
Freshdesk is easy and a secure way to keep track of customers needs
What do you like best about the product?
It has great email messaging and self-service portals, helps keep track of all customer emails, "tickets" and ensures an exceptional customer service.
What do you dislike about the product?
there is nothing i dislike about this software
What problems is the product solving and how is that benefiting you?
Making sure the customers receives the best of services and that their issues/requests are solved in a timely matter.
Great program!
What do you like best about the product?
I like that I can have all of my customer support conversations in one place. I can now easily manage support for social media, email, phone, etc. all on a single platform.
What do you dislike about the product?
There isn't anything I particularly dislike, but I wish the price was a little lower.
What problems is the product solving and how is that benefiting you?
I would say the two biggest problems my team has been solving with Freshdesk are productivity and support. This program keeps tracks of the repetitive tasks you do every day and you can automate it so it does them for you, which saves me a lot of time. I can keep track of all my support related conversations in one place, so I'm not forgetting to respond to one because I forgot to check.
Goodbye could be better
What do you like best about the product?
the ticketing system was very good for order entry
What do you dislike about the product?
There wasn’t a very good way to organize everything
What problems is the product solving and how is that benefiting you?
We were using freshdesk for order entry
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