Freshdesk Omni
Freshworks Inc.External reviews
3,543 reviews
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Freshdesk experience
What do you like best about the product?
The interface is pretty clean and user-fiendly so a team can be set up and ready to go in a short time.
What do you dislike about the product?
The customers' database does not update in real-time, therefore tickets for new customers are unlikely to be opened on the fly since the process takes a couple of minutes.
What problems is the product solving and how is that benefiting you?
Our business is mainly focused on technical support for a VoIP service we provide.
Great product for small business
What do you like best about the product?
The ease of use and ability to white label everything. After a lot of research, I found this was a great solution for my needs.
What do you dislike about the product?
The app is glitchy at times but things are improving quite quickly within the app.
What problems is the product solving and how is that benefiting you?
The ability to track issues and keep a track of it all was huge. Also having a central point for all of our clients was a big plus. Having data at my fingertips has been a great benefit.
Cheaper and simple soft for HelpDesk
What do you like best about the product?
It has a free versión, dont need to install anything, and the client can send request by email if they want. You can use the color of your company and logo too.
What do you dislike about the product?
The Mint interface dont work very well with Internet Explorer 11 and Microsoft Edge. It is not fast to change from a page to another.
What problems is the product solving and how is that benefiting you?
I attend all problem about a main software of my company.
Recommendations to others considering the product:
For small company (50 people or less) I recomend this soft to start as a simple HelpDesk software.
A solid solution
What do you like best about the product?
Freshdesk provides you with the core essentials you need for good customer service. It doesn't have a ton of bells or whistles, but gives you what you need for a growing business. What I most like, is the ability to track tickets across my different employees and drop them into buckets by ticket type.
What do you dislike about the product?
We never really got trained on how to use the application,. Most of it has been a hands on experience with trail and error.
What problems is the product solving and how is that benefiting you?
It allows you to better give support to your customer base. It also helps them get their own support by looking at FAQs and other docs.
Number 1 tool for better supporting customers
What do you like best about the product?
I absolutely love the abilities I've gained with Freshdesk. As a company that is customer-oriented, we needed something to better organize how we dealt with customers and how different sales people and agents are assigned to work with a client. This unifies the whole scope of what we do and also has a beautifully done mobile app.
What do you dislike about the product?
I feel like the software kind of evolves with you as you use it. If I could go back I would setup things a little differently but overall it works great.
What problems is the product solving and how is that benefiting you?
Customer focus, assigning roles, organization, etc
Recommendations to others considering the product:
If you are needing a product that really helps you develop aim and a company wide focus on dealing with customers, please consider this.
Freshdesk is a good entry choice
What do you like best about the product?
UI is easily comprehensible for the most part.
What do you dislike about the product?
Lack of configurability, nickel and diming price setup for extra features.
What problems is the product solving and how is that benefiting you?
We only utilize the helpdesk portion and it does the job well.
Great ticketing system
What do you like best about the product?
Straight forward setup and easy to use. Also I like that I can check/replay/create ticket right from my smart phone.
What do you dislike about the product?
Only thing I disliked is that is didn't find it sooner.
What problems is the product solving and how is that benefiting you?
Need a ticketing system that could be access outside of the network. This solved that problem quickly.
Freshdesk Is Great
What do you like best about the product?
I really liked how easy it is to format and begin use. It was simple to understand the function of the service and how to implement it for my department. I also found that it has extensive features, some of which do not come standard, but it seems like there are options to accommodate most customer scenarios. I really like the option to integrate online with a portal. Social aspects are really great too!
What do you dislike about the product?
My company operates from sales force as a CRM and we have been using the account level without populating contacts beyond the primary contact for each account. This has made it difficult to move into many different support solution in regards to integration. While I know this isn't the fault of any service, it has been a determining factor when attempting to implement a contact based support solution as opposed to an account based one.
What problems is the product solving and how is that benefiting you?
We have been using it to better communicate with our customer and keep better track of all incoming request and problems.
Recommendations to others considering the product:
Be sure you are building a strong contacts list in your current solution or are ready to input contact data in relationship to accounts.
Quick, clean, and easy to use
What do you like best about the product?
My absolute favorite features are the number of keyboard shortcuts within Freshdesk along with being able to embed inline images.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
One of the hardest things to find with a good helpdesk software is the ability to copy and paste inline images into a ticket reply from the clipboard - it speeds up support drastically and makes for a better experience with your customer.
What do you dislike about the product?
I wish the Company and Contact management was a little more powerful and easier to use. Right now it is a little bit limited with how you create/link people together.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
I also wish that it was possible to do a CSV Import of tickets to help with bringing everything over from another system.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us easier management of our customer issues and problems. Our old system didn't have many features and it was much slower to work with.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
The email to case function works very well and doesn't often duplicate tickets (which was an issue with our old system). The mobile app also works very well and allows support on the go without being too hard to work with or utilize.
Recommendations to others considering the product:
Lots of features for a reasonable price!
Personalized response to each of the requests generated by customers.
What do you like best about the product?
What I like most about this application is the personification that gives to provide a domain for the reception of questions, incidents or any other request that customers want to make, offers a support platform for tracking incidents at a low cost, account with an easy task panel which allows me to receive and send emails, sharing with some team member pleases me especially because it establishes a response time once the type of incident is presented, which allows a timely response in the time lapses established and earning customer satisfaction.
What do you dislike about the product?
I would like this application to allow me to insert documents to support some cases such as images, invoices, etc., in this way to make the presentation of each application easier.
What problems is the product solving and how is that benefiting you?
Through the notifications of arrival of each application we have been able to give an optimal response to the client, with which we have managed to be grateful and happy for the prompt response provided, it gives me the benefit of being able to visualize in a single panel the customer requests and in turn verify the status of each as well as being distributed in the work team for the good performance of daily activities in function of providing good service.
Recommendations to others considering the product:
I consider that this application is important because it allows to keep track of the requests made by the clients through personalized response through an established business domain, allowing to verify and give a quick response, besides this I recommend this application because it is a way to group Support requests and give the importance that is required to achieve customer satisfaction.
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