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.
Excellent Email Management Tool
What do you like best about the product?
The dispatcher. Just a rule engine, but plenty of customization behind it to help keep emails organized and dispatched appropriately between all departments and agents. There is also a log of activities on each ticket(email) made by an agent. This has provided clarity in areas where we can improve or simpy need to provide user training.
What do you dislike about the product?
Limited email formatting. Needs a better table support within editor similar to that of outlook. Also, the search logic. Very limited compared to what exists with other comparable software. If you search part of an email, it can't populate anything, not even a closely related result.
What problems is the product solving and how is that benefiting you?
We brought on Freshdesk for our various departments in an effort improve response times and task distribution by allowing multiple agents to work form a single email.
Recommendations to others considering the product:
Really consider the feature and lack thereof. While the software is a great extension to how we operate, it does lack an areas we find important for everyday use.
Meets our needs
What do you like best about the product?
There are plenty of options for automatic ticket management, employee gratifications, SLA
What do you dislike about the product?
Tickets search engine might be improved. It's actually easier to find clients email in Thunderbird then here
What problems is the product solving and how is that benefiting you?
Customer service, FAQ customers inquiries
Recommendations to others considering the product:
We were choosing between ZenDesk and Freshdesk. Before we used JIRA. For us Freshdesk is the right tool for our service desk department
An easy to use system to handle customer service without breaking the bank.
What do you like best about the product?
I like the ability to start scenarios and quickly assign tasks to other members of my team.
What do you dislike about the product?
There was a bit of a learning curve and some of the features aren't the most functional (such as naming conventions and buttons).
What problems is the product solving and how is that benefiting you?
I was able to clear up our inbox and make sure problems and issues were being handled correctly.
Super handy and efficient for work!
What do you like best about the product?
Instead of using email all the time to contact our support staff, we used Freshdesk to ensure our workers are assisting customers as soon as possible.
What do you dislike about the product?
Nothing to dislike when I was utilizing Freshdesk for my hotel job at the time.
What problems is the product solving and how is that benefiting you?
Time to attend to a ticket
Customer service survey scores increased
Customer service survey scores increased
Easy to Integrate and Customize
What do you like best about the product?
Freshdesk is a product that is easy to customize for your needs to get customer feedback. It has social media connections which allow you to integrate your social media with relative ease.
What do you dislike about the product?
Sometimes it is difficult to get a response from my account manager to set up appointments.
What problems is the product solving and how is that benefiting you?
Having a unified customer feedback ticketing system across all of our digital properties that are easily customizable. This is allowing us to modify our feedback system as we add digital properties. A benefit is a tool that our PR and consumer outreach departments can easily use and maintain with little IT involvement.
Recommendations to others considering the product:
Quality product and a reasonable price.
Great tracking
What do you like best about the product?
We like the fact that we can track ticketing the issues as they come up and what our response time is. It’s easy. Client let’s us know what their issues is and we can respond directly. It’s great to use just one login info for everyone to be able to use.
What do you dislike about the product?
It would be nice if it had a built in translator.
What problems is the product solving and how is that benefiting you?
Customer has questions about getting product or information about the product. Also if customer needs to order items for their machine it works great at letting them leave us messages.
Recommendations to others considering the product:
Do it. If you are looking for an all around tracking response software, FreshDesk is the one for you.
Freshdesk keeps us in the know!
What do you like best about the product?
I really love how Freahdesk notifies me right away! This way I am always reaponding to my customers in a timely manner!
What do you dislike about the product?
Sometimes it’s not super user friendly.
What problems is the product solving and how is that benefiting you?
We are at a school district, and we have teachers submit tickets through freshdesk to address technology needs. Over the past few years this has improved our “customer satisfaction” rate by almost double! We have LOVED using freshdesk and have seen many benefits.
New isn't always better!
What do you like best about the product?
It is pretty flexible making setting up rules, creating groups, etc... Also being able to create new filters is a nice feature.
What do you dislike about the product?
Some of the changes with the newest update actually cause issues (there are two new menus to the side of the ticket detail that do not shrink when the screen is reduced but the ticket detail will making the most important information unavailable)
What problems is the product solving and how is that benefiting you?
The main purpose is for internal users to submit tickets to our services team however we recently started using it for our outside vendors as well making communication and requests streamlined and visible to the entire team
Recommendations to others considering the product:
Take time to test thoroughly to assure it meets all of your needs
Freshdesk is great!
What do you like best about the product?
I like how the ticketing software is cloud based and very easyy to use.
What do you dislike about the product?
Sometimes the services are slow but this depends on local network so that is not completely the applications fault.
What problems is the product solving and how is that benefiting you?
We are solving a quicker way to get in touch with users and customers. It is a lot easier to explain things to the user base with this system.
Very good
What do you like best about the product?
I think this tool is very good. You can speak and call easily and quickly.
What do you dislike about the product?
You need internet, but today everybody has internet in the work, house, etc
What problems is the product solving and how is that benefiting you?
I call many people, and I solve many problem with this tool i can connect quickly with all the company
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