Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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functional support ticketing system
What do you like best about the product?
customizable interface to view different types of tickets, includes an asset database, user-friendly interface for the end-user.
What do you dislike about the product?
no complaints. It does exactly what it supposed to do and does it well.
What problems is the product solving and how is that benefiting you?
support ticket organization
Freshdesk
What do you like best about the product?
I really like the self help ticketing feature on this platform. It is very user friendly. I am not very tech savvy but was able to figure it out on day one of using Freshdesk. You quickly select the subject of what your ticket is about and document what the problem is. Usually in a timely manner, a response will be given.
What do you dislike about the product?
I dislike that it can take a while sometimes to get the response from customer service I am looking for. Although, my employer is from China so that more than likely is the cause of the time issue. Sometimes, the employees are not on the same page and I have to reenter the information.
What problems is the product solving and how is that benefiting you?
I really would not say that I have any problems with Freshdesk so far other than the above mentioned, time in response at times ( although my employer is from China so there is a 12 hour time difference).
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
Recommendations to others considering the product:
Fresh desk is very user friendly and that's why I think its great. Not everyone is tech savvy and the help desk feature is so easy to use and anyone can figure it out!
Customer ticketing made easy
What do you like best about the product?
Freshdesk makes it super easy to see customers recent tickets so you can keep communication clear and you don't repeat what's already been done (unless needed). It has made a great difference in how we can help our customers.
What do you dislike about the product?
Not much complaint about other than managers have made a point to say they would like more stats and analytics.
What problems is the product solving and how is that benefiting you?
We needed a platform that would allow us to help our customers with any issues they may have and this has been super helpful. I can't say its the best out there cause I'm not sure but it has been wonderful for our organization.
A simple, if limited, support system.
What do you like best about the product?
Freshdesk recently went through a UI refresh which added a lot of productivity and speed to the experience of using their system. It had been a long time since anything was changed, so this was welcome. Also, there is a handy mobile application.
Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily.
Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.
Dashboards have been added recently as well, in order to see ticket throughput and close rates more easily.
Freshdesk has fast loading times and the new interface is much more user friendly, plus it works in real-time now and nobody needs to refresh to see more information.
What do you dislike about the product?
Reporting and analytics are sub-par unfortunately. It's very difficult to pull the information that you need in order to see efficiency by customer or ticket type. Also, the API does not work as expected.
I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.
I wish the dashboards were more customisable. Right now it's nice to see what is happening across all departments, but drill-down or configuration would be much more helpful.
What problems is the product solving and how is that benefiting you?
We are able to provide support services to our many clients in one interface and system. We were able to create an "air traffic control" system to funnel tickets to the correct departments for higher visibility and close rates.
Recommendations to others considering the product:
I recommend setting up an API connection to pull data into a separate data lake for analytics. Reporting in Freshdesk is minimal for the level we are on, but there is an API. The API is a little lacking, but support can address any issues in data quality you have when setting up.
FreshDesk Could be a Little Fresher
What do you like best about the product?
Easy to use, recently updated interface. Really easy to tie all contacts to the business entity contact us. Love being able to access it on a variety of devices.
What do you dislike about the product?
Very simplified to the point of being restrictive. As an agent, replying to a customer contact via email should be easier and more fluid.
What problems is the product solving and how is that benefiting you?
It's our ticketing system for contact from current clients, and some future ones. Been able to utilize SLAs to reduce customer wait time, and get the number of open tickets resolved efficiently.
Worked Great for My Small CPG Business
What do you like best about the product?
Easy to setup, I am technical but this was super simple. It was easy to configure our accounts, tags and workflows.
We used this to manage incoming emails automatically, and our customer service team entered manual tickets for requests from shopify, amazon or facebook chat. With email integration we were able to redirect shopify and amazon emails to automatically generate tickets as well, however we waited until we were more familiar with the product before going this route.
We used this to manage incoming emails automatically, and our customer service team entered manual tickets for requests from shopify, amazon or facebook chat. With email integration we were able to redirect shopify and amazon emails to automatically generate tickets as well, however we waited until we were more familiar with the product before going this route.
What do you dislike about the product?
I could this scaling poorly, however with our small team it was perfect. Setup can take some effort, but we found there was good documentation available online so almost all of our challenges had been tacked in the past with helpful guides on how to solve.
What problems is the product solving and how is that benefiting you?
We used this to manage customer service requests coming in from email, amazon, Shopify and phone calls.
Still testing
What do you like best about the product?
Features
Pros:
- The team has been very cooperative in helping us set up and use the system for our unique requirements.
- Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors.
- We're currently on the Estate plan and the price is very good for what functions and features you get.
- They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.
Pros:
- The team has been very cooperative in helping us set up and use the system for our unique requirements.
- Once you get a hang of the overall design and logic, the system is quite easy and intuitive to use - moreso than many competitors.
- We're currently on the Estate plan and the price is very good for what functions and features you get.
- They take your feedback and requests seriously. When testing other services, we've found that some of the larger companies didn't seem to care about our own requirements if their system did not offer it. The FD team were very willing to help adjust and even implement some functions to help us.
What do you dislike about the product?
Features
Cons:
- Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect.
- If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue
Cons:
- Support team rarely gives an ETA (they like to use "soon" a lot) when responding to issues/requests and when they do, they are usually incorrect.
- If you have any ongoing requests or issues, you have to be the one to constantly push and request updates. We have some requests which have been pending for over a year and might have been left to rot if not for our weekly pushes. They rarely contact you proactively about these unless it is a major issue
What problems is the product solving and how is that benefiting you?
Community and communications
Easy to use
What do you like best about the product?
Centralized console to view all customer interactions
What do you dislike about the product?
Freshdesk can currently feel some kind of "lag" when using It
What problems is the product solving and how is that benefiting you?
Customer support
Freshdesk
What do you like best about the product?
The software is by far the easiest to use and with strong customer support - they will assist and resolve problems very quickly. Also they ae able to support the integrations of the 3rd party apps as well providing a strong eco-system.
What do you dislike about the product?
Some integrations in the new version currently do not work. They are working on it but I do not like the fact that they are forcing everyone to the new version and no way to saty on the older until all integrations completed.
What problems is the product solving and how is that benefiting you?
Streamlined the communication for all our customers to te point that many log their tickets by going to the our portal - something that surrised us. The chat feature is also quite strong and has added another element for us to better answer support questions.
Recommendations to others considering the product:
It's one of the key tools to run your business and is a must have - period.
Great Software for Supporting Clients
What do you like best about the product?
Ease of use. It's easy for customers to get ahold of us and vice versa. Their app is great too!
What do you dislike about the product?
There is a bit of a learning curve and a lot of fields. Sometimes tickets can get lost due to the automated scenarios. But some of that could be due to improper setup.
What problems is the product solving and how is that benefiting you?
We provide our customers with a tracking platform that helps users track their digital marketing efforts. Things can get complicated quickly. Freshdesk helps us log and catalogue issues with an efficient escalation process to the proper departments.
Recommendations to others considering the product:
Best product for supporting your clients technically. The UI is very intuitive and easy for our clients to use. They also did a great job at integrating with out product to allow clients to submit tickets/feedback directly from our own dashboard.
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