Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Freshdesk Review
What do you like best about the product?
They replied very fast. I liked the option of the mobile app. Helps when I am on the go and forgot where exactly i needed to be.
What do you dislike about the product?
Not much to dislike. Before I knew about the app, accessing freshdesk from my phone was horrible. I couldn't see anything.
What problems is the product solving and how is that benefiting you?
Technology questions for teachers.
Move to Freshdesk was the right choice
What do you like best about the product?
The appearance of the interface. The ease of use. Our customers easily transitioned and have provided positive feedback. The customer portal has added value for us. The solution center, we are now building FAQ's for our customers to access. The ability to quickly export out data.
What do you dislike about the product?
Ability to customize a bit more than what is available. More filter options such as being able to exclude one specific customer for example with a "do not show" function instead of using say tags or rules. We've had some issues with notifications/email responses being delayed. Issues with FD third party email. Miss having an auto refresh, it's not available in the standard view which is the preferred view.
What problems is the product solving and how is that benefiting you?
Our customers are able to see all their tickets regardless of who submits, they are managing them more and closing them on their own. Helpdesk activity screen being able to see what is going on at a glance.
Recommendations to others considering the product:
Highly recommend. Easy to learn and use. The mobile app is a great tool as well. The Freshdesk support team is quick to address any concerns or issue. Our team members and customers easily adapted to the new software and it was a seamless transition from our old help desk to our new one.
Playing hot potato with tasks
What do you like best about the product?
Reassigning tasks to one another
What do you dislike about the product?
Response to every ticket being mandatory, else it would show response is due.
What problems is the product solving and how is that benefiting you?
Solving customer-related issues
Problem solving
What do you like best about the product?
It was a minor bug that i just want them to noticed, turn out they seem pretty serious about it.
What do you dislike about the product?
It was a minor bug that does not do any harm or effect my work, but them keep coming back to me for feedback/update, causing more "noise"
What problems is the product solving and how is that benefiting you?
We using it as helpdesk, our user submit ticket for any issue they have, we then able to track/update and resolve these issue.
Freshdesk is great and support is helpful
What do you like best about the product?
I like how responsive the support agents are and how easy it is to navigate in the admin side of support portal
I like the clean look of the portal
I like the clean look of the portal
What do you dislike about the product?
It is difficult asking some of the support agents questions when only people are aware of my issues. So I have to go through the process of re-explaining myself to each agent
What problems is the product solving and how is that benefiting you?
customer communication, Freshdesk helps us provide better support to our customers
Easy to use
What do you like best about the product?
The dashboards show a complete overview of what is going on in a glance. Makes it easy to act of various ticket types. Being able to define Groups and assign people to groups allows us to essentially create multiple ticketing queues which is great.
What do you dislike about the product?
There is nothing in the product that I dislike although I think the reports could be a little more robust.
What problems is the product solving and how is that benefiting you?
It allows us to have a central port for help desk requests rather then emails being send to individual technician and gives all technician visibility into the status of tickets. One problem we recently solved was setting up a separate Group (or queue) for our HR department so that they can manage incoming requests from candidates instead of all 15 HR people getting an email, replying to "all" and generating another 15 emails, etc.
Easy to use and good customer service
What do you like best about the product?
Freshdesk makes it easy to keep track of support tickets and keep the whole team in the loop. There are so many options that I feel like I am just scratching the surface.
What do you dislike about the product?
They have an easy to use interface but I am still waiting to be able to resize images in ticket responses.
What problems is the product solving and how is that benefiting you?
We work to provide support to institutions across the globe. Freshdesk makes it easy for customers to submit requests and for our team to track progress as we seek to resolve problems and answer questions. Using Freshdesk has helped us gather information for knowledge base articles from responses to questions from our customers. It has also helped us from having support requests slip through the cracks.
Recommendations to others considering the product:
While I am not familiar with a wide variety of support platforms, Freshdesk has been easy to use and fairly self explanatory. We have a variety of support systems feeding information to Freshdesk and have even embedded a support form into our product.
Friendly and Clear
What do you like best about the product?
Quick respons, and good answers to my questions.
What do you dislike about the product?
Nothing! There was noting wrong with the communication or help.
What problems is the product solving and how is that benefiting you?
Customer Service. The emails are organized.
Great service with prompt resonse times
What do you like best about the product?
My issue was simple but I was impressed with the response time.
What do you dislike about the product?
Nothing. I'm very happy with the service
What problems is the product solving and how is that benefiting you?
Solving customer issues.
A seamless customer support experience
What do you like best about the product?
Freshdesk presents all of the features that one would expect to see in a modern support portal in a very intuitive package, and I almost never need to dig through help manuals in order to see how something is done - instead all the important functions are right there and a couple of clicks away at most.
What do you dislike about the product?
Nothing to report! Over the years things have always worked as expected.
What problems is the product solving and how is that benefiting you?
Our company used an in-house support system which was becoming too difficult to maintain and had too many bottlenecks. We needed to improve our support workflow quickly - both for our team members and our customers. We tried several solutions out there and Freshdesk turned out to be the best. Our support staff loved it and we've never looked back since!
Recommendations to others considering the product:
I have used Freshdesk for years now and never looked back.
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