Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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More efficient Customer Support for our Customers
What do you like best about the product?
I like that it was able to handle email support as well as phone support. I was most impressed with the email support as it had allowed me to be more efficient, enable more agents to handle it and I noticed that more clients are going through our email support channel. I can put automations, templates and see an emails activity history.
What do you dislike about the product?
Social media support needs improvement. If clients ask through a public comment in Facebook, I have to manually make a ticket from that comment. So if I have more than 1,000 public comments, it is hard to make tickets from each. So this one is taking some time for my agent to do as there is currently no option to have every comment into a ticket automatically.
What problems is the product solving and how is that benefiting you?
I got to serve more customers with a lean customer support team. I am able to track down problematic issues and know which agent I have to talk to. Also my reporting is easier. There are a lot of benefits with using Freshdesk.
Recommendations to others considering the product:
Freshdesk is not as expensive as other software available but they do the work. And for a small team, it was a big improvement.
Good, simple
What do you like best about the product?
Live chat support, so the customer can ask to the customer service directly from the website they visit. And the customer service can hel them with view of customer page.
What do you dislike about the product?
Live chat report, the chat duration. It still count even when the customer offline or leave the page. So the duration is invalid. Because it still run as chat before the customer sevice close or end the live chat.
What problems is the product solving and how is that benefiting you?
Complain about product. I can review and check the same problem that ever report to our company as log as i tag it with same keyword.
Recommendations to others considering the product:
Review the report of ticket and report of live chat. Especially for the live chat duration
A modern tool for IT technicians
What do you like best about the product?
The modern look of this is very clean and professional. We recently received and upgrade from a more dated version of the program and this upgrade made a drastic improvement in terms of looks and feels. The overall functionality of this tool seems to be the same as the old but with a renewed look to freshen up the brand that Freshdesk provides.
What do you dislike about the product?
The closing of tickets sometimes makes you change a required field to something different and then change it back to acknowledge what it is supposed to be. This is only happened a few times so far. Other than the initial change of the upgrade and to find out where everything was once the update was completed took a little bit of time, just because things changed around a little.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we use this for our ticketing system to prioritize tickets and for our team to be able to handle issues within the company in a timely and professional manner. This ticketing system is designed to route tickets to the correct department within our business so that the wrong department isn't handling tickets for another department. This ensures that they are routed to the correct place so they can be handled in a timely fashion.
Recommendations to others considering the product:
Freshdesk is a low maintenance software tool that allows a company to integrate into their business structure and to tailor it to their needs. With this software you can make things require for certain circumstances to ensure consistency.
Ultimate Ticketing Review
What do you like best about the product?
Ease on the eyes and friendly navigation. Also has multiple options for tickets.
What do you dislike about the product?
The new interface. There are issues with closing tickets and sometimes doesn't allow you to close them.
What problems is the product solving and how is that benefiting you?
We are solving IT issue within the airport. It allows us to keep track and not forget about or staff when they have issues. Also allows us to prioritize them as needed.
They practice what they preach
What do you like best about the product?
I've sent a couple of questions and remarks to Freshworks regarding their software, both through their website and via their chat. I've received quick and thorough replies to my queries, which is what you expect from a company that delivers help desk software.
What do you dislike about the product?
I'm looking forward to migrating to the new "Mint" user experience and also use Freshcaller instead of the regular integrated phone caller, but I'm waiting on some features to come live in Q2.
What problems is the product solving and how is that benefiting you?
Professionalization of our help desk.
Just starting out - like what I see so far!
What do you like best about the product?
We do B2B, working with different clients. I love to see all outstanding tickets/questions in one place, and keep track of SLA at the same time!
What do you dislike about the product?
It has a bit of a learning curve, but if you are used to working in similar systems, you will be just fine. I adjusted the system language to English instead of Dutch, not all translations are present which sometimes gave weird results... but as an international company, English is better anyways.
What problems is the product solving and how is that benefiting you?
We just started communicating Freshdesk to clients since this week, so we don't have any results. Being able to get a clear overview plus keeping track of the SLA will be a big help, we think.
Its amazing can be more better but still good.
What do you like best about the product?
Easy to handle agents. Time and priority can be managed easily and effectively. Agents management is nice. Mint experience with all conclusions on dashboard is amazing.
What do you dislike about the product?
once ticket is resolved and client reopen it, it violets SLA
What problems is the product solving and how is that benefiting you?
Technical support. Time management is key.
Recommendations to others considering the product:
I highly recommend companies to use freshdesk.
A really good ticket system
What do you like best about the product?
The simplicity of this tools.
The intergration with other services (slack, google, etc..)
The intergration with other services (slack, google, etc..)
What do you dislike about the product?
The Plan and price. I think 3 plans is correct.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
The first for small company (less than 10 peoples), the second for the most current company (10-100) and the third for big company.
What problems is the product solving and how is that benefiting you?
All our user requests or tickets. And the solution too. Only for our IT service
Exceptional
What do you like best about the product?
Freshdesk makes it easy to collaborate as a team in order to resolve client inquiries.
What do you dislike about the product?
Would like option to remind other agents after a certain period of time
What problems is the product solving and how is that benefiting you?
Customer Support Inquiries
Fantastic Support Team
What do you like best about the product?
Every time we have contacted FreshDesk support, our ticket was quickly picked up and attended to. No matter the issue, difficulty or severity, all of the support Team was very knowledgeable, at no time did I ever feel like I was working with an entry level tech.
What do you dislike about the product?
Across our Team, we are very happy with FreshDesk and can't point out any dislikes!
What problems is the product solving and how is that benefiting you?
Supporting our use base is very easy with Fresdesk. Our users need to submit a ticket quickly and just shoot off an email to our Team, which in turn documents and creates a ticket for us to attend to.
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