Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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Solid Support Platform
What do you like best about the product?
Efficiency of their support team for answering questions. Being able to see tickets and answer with canned responses and easily finding solutions to attach is great.
What do you dislike about the product?
Some UI issues where the new Mint interface is a bit confusing while transitioning over from the old interface.
What problems is the product solving and how is that benefiting you?
Keeping in touch with users and a touchpoint for users to be in touch with our support team. Organizationally it links well with our other tools.
Unable to see tickets
What do you like best about the product?
The operator was easily accessible by email/phone
What do you dislike about the product?
Email wasn't sent re-iterating the instructions
What problems is the product solving and how is that benefiting you?
Currently none
Recommendations to others considering the product:
Offer flag/reminder option on tickets
So far so good
What do you like best about the product?
Fast and responsive support. Web based platform
What do you dislike about the product?
Unexpected downtime, incomplete features and often the lack of multi language functions.
What problems is the product solving and how is that benefiting you?
Pre and post sale customer questions, software technical support, logistics
With Fresh Desk we get better reporting
With Fresh Desk we get better reporting
Great CS tool
What do you like best about the product?
- automation tools
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
- agent configuration pages
- quick filters for groups
- creation of access types
- leaderboard
What do you dislike about the product?
- the impossibility of selecting multiple groups at once (for example in the Customer satisfaction report)
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
- filters reset at refresh or page change
- the impossibility of adding country-specific CSAT surveys
What problems is the product solving and how is that benefiting you?
the centralisation of communication between CS, tech support, production facility, Social Media handling
Quick, swift answers even if the cannot offer always a solution
What do you like best about the product?
I receive a reply very fast with a first solution. The agent is eager to help me and mostly continuing replying fast.
What do you dislike about the product?
Honestly all my conversations went very well. I don't like decisions on the implementation, e.g. on MINT but this has nothing to do with support.
What problems is the product solving and how is that benefiting you?
Easiness of handling questions and checking archived solutions (which unfortunately is going to change).
Recommendations to others considering the product:
Easy to learn and to handle questions. Easy manipulation and merging of tickets when multiple questions are coming for same topic.
Functional but could be more efficient
What do you like best about the product?
It has a number of functions needed to answer basic email and chat queries.
What do you dislike about the product?
Freshdesk chat doesn't have an option for us to upload images in chat, which is crucial for us so we can resolve customer queries immediately.
What problems is the product solving and how is that benefiting you?
Customer service related queries.
Unable to change password using Freshdesk
What do you like best about the product?
Quick response from customer service associates
What do you dislike about the product?
Nothing comes to mind of what I disliked.
What problems is the product solving and how is that benefiting you?
Submitting work tickets for business related software help/needs. Benefits is that it's user friendly, doesn't take much time.
Quick and well done ticket resolution
What do you like best about the product?
The quick response from the beginning and the knowledge the associate showed.
What do you dislike about the product?
I wish the interface could be a little less convoluted.
What problems is the product solving and how is that benefiting you?
Issues with computers. Alerts are working really well for new tickets.
Freshdesk was able to help us create a support system with everything we needed.
What do you like best about the product?
The ticket fields section is easy to manage and update when needed. Overall the support system created for us fit everything we needed. Before we used Zendesk but they didn't allow for as much customization or have an easy way to sort inquiries. When we used Zendesk there were only 4 of us. We are now more than 10 users and without any problems.
What do you dislike about the product?
The search function is sometimes lacking, sometimes it works and sometimes it doesn't. I don't know what the issue is but it isn't major. I also don't like that there isn't a way to program actions when someone writes to us from facebook.
What problems is the product solving and how is that benefiting you?
All inquiries are reported and automatically assigned to agents from email, this allows us to not miss any opportunities. The notification system has helped us cut losses from missed opportunities.
Recommendations to others considering the product:
If you're unsure about Freshdesk being the right software, I urge you to ask for a Trial. We thought we had a good software before, it wasn't until our boss used the trial that we realized this is what we needed after all. The proof is in the experience.
Easy to use and implement.
What do you like best about the product?
Great GUI, easy to use, easy access to update tickets.
What do you dislike about the product?
You kind of get lost on child tickets. There's no easy/quick way of knowing the parent/child tickets and the same with linked tickets.
What problems is the product solving and how is that benefiting you?
Techsupport, quicker response and expectations.
Recommendations to others considering the product:
Establish a well defined structure for all departments/agents.
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