Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Great for tracking, difficult to maintain though.
What do you like best about the product?
I love the time tracking! It really helps us understand where our time is being spent as a team on different clients, task types etc. The set up was difficult but the team behind the scenes at FD were brilliant. Really eager to help.
What do you dislike about the product?
FD takes quite a vast amount of time to set up and personalise. It's not very user intuitive and although the team are so eager to help I feel their response were scripted sometimes, we worked a number of the issues out by pure elimination. IT also take s lot of time to maintain, assign, tag etc. The option to see all notes relating to a client would be helpful in a central location.
What problems is the product solving and how is that benefiting you?
Customer service queries.
Recommendations to others considering the product:
Set up in your quietest period and ensure you take a considerable amount of time out to do so.
The tools is very friendly and support very reactive
What do you like best about the product?
The ticket interface is very useful.
What do you dislike about the product?
Missing data in report. I mean data on customer (reactivity, knowledge score, ..)
What problems is the product solving and how is that benefiting you?
We provide support to our client regarding our API/solution.
Prompt, precise and accurate response for a support query
What do you like best about the product?
I really admired the technical & product knowledge of the support staff. She could sort out the entire case over a call.
What do you dislike about the product?
I really like everything of it so far. I wish if I could really use all what they provide.
What problems is the product solving and how is that benefiting you?
We are using it for customer support and it helps us to respond to our customer in faster and accurate ways.
Recommendations to others considering the product:
Yes
Amazing product!
What do you like best about the product?
The UX of the platform is very well designed. Everything is easily accessible and engaging for the users. Reports available are all very useful! The agents picked it up really quickly and we even went live in peak! We're in the process of building up our customer support page which will further enhance our use of Freshdesk.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
Scheduled reports are incredibly useful, especially for over the weekend. It also allows you to schedule an export to build your own reports, just in case the ones that are available don't suit your needs.
What do you dislike about the product?
The variances aren't very flexible. Running a a report from Monday to Wednesday for example, compares to the three days before that, rather than the previous Monday to Wednesday. However, I have raised this with Freshdesk and is with any feature request like this, it's fed back into the development team. The product is always evolving and they encourage their users to suggest improvements.
What problems is the product solving and how is that benefiting you?
We were using a different solution for every contact channel. We now have everything all in one platform which has improved service levels, customer experience, internal communication and customer satisfaction.
Freshdesk Experience
What do you like best about the product?
Best thing about working on freshdesk is that it saves so much of time and tracking the tickets has become easy.
What do you dislike about the product?
The problem which I faced was with the log in on app. I was not able to log in due to some unavoidable reasons; however same has been sorted by an executive
What problems is the product solving and how is that benefiting you?
We are taking care of customers' concerns related to Air Travel.
Awesome support software
What do you like best about the product?
They have a very intuitive interface and all the features we need. Besides that, they have a great support and the best online PBX I ever found.
What do you dislike about the product?
The customer portal could be better. Specially the ticket submission page.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk to provide a faster and better customer service,
Recommendations to others considering the product:
They have great integrations with other apps.
Very Good Tool For End users and very easy to use
What do you like best about the product?
I am using fresh-desk from more then 4 years.I implemented fresh-desk in my previous organisation and present organisation.Its a very easy tool every end user can easily operate and understand the tool.No need to provide any big training sessions for the end users.Its a good tool for administrators also admin can easily use and use the tool.
What do you dislike about the product?
Need to improve CC feature and add Manager approval feature in the future versions.
What problems is the product solving and how is that benefiting you?
Internal IT Ticketing system ,Internal employees IT service requests and solutions.
Freshdesk as a ticketing system
What do you like best about the product?
Ease of use - most useful features are free
What do you dislike about the product?
Nothing to dislike except perhaps a short delay after updating using the API. There are probably good reasons (read consistency ?) for that
What problems is the product solving and how is that benefiting you?
Ticketing System for recording customer issues
Freshdesk excels
What do you like best about the product?
Freshdesk excels at organizing all the information I need to work with. Merging tickets alone makes all the difference, but requiring fields and collecting all the information I need to work is incredible. The flexibility in where I can reply is great too, and I love keeping my tickets organized in so many ways.
What do you dislike about the product?
The way editing ticket titles is dependent on the incoming nature of the ticket, which is odd but not a huge deal. The lack of customizing the order in Status sorting is annoying sometimes.
What problems is the product solving and how is that benefiting you?
Client correspondence, in far more efficient and organized a fashion than email provides.
Prompt
What do you like best about the product?
I like how Suprabha keeps on following up with us and making sure that our issues and/or concerns were addressed.
What do you dislike about the product?
I did not dislike anything. Nothing to say
What problems is the product solving and how is that benefiting you?
Challenge in viewing tickets without importing a CSV file.
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