Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
This was the best platform
What do you like best about the product?
It was so easy to use, maximum visibility on all customer interactions, it communicated with our other platforms, showed agent progress and statistics, customer feedback, etc.
What do you dislike about the product?
There were many unusued features that we could have implemented into our daily tasks.
What problems is the product solving and how is that benefiting you?
Freshdesk allowed for full visbility of our customer contacts, we now use it for logistics communications.
No complaints, Freshdesk does what it promises with ease
What do you like best about the product?
Our team uses Freshdesk and I have had no issues since I started with it nearly two years ago. Sending and receiving emails, keeping things organized and the ability to pend emails is a huge convenience in our work setting.
What do you dislike about the product?
I have experienced no downsides to using Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk makes keeping track of emails and tickets very easy. It integrates well with our system.
Easy to use and navigate
What do you like best about the product?
It is so easy to use and navigate. They have thought of everything, and continue to do so! It is easily customized and is by far the best system I have used in the last 10 years.
What do you dislike about the product?
I really dont have any issues. It is always improving in ways we didn't k ow we needed :)
What problems is the product solving and how is that benefiting you?
It allows us all an easy way to be able to reply to the customers, loop in different departments, set up, responses to frequently asked questions for the customers, history of all customer tickets
Wonderful
What do you like best about the product?
It is so easy to use and it helps agents answer more tickets.
The platform is user-friendly.
Adding canned responses just makes the agent's job way easier.
You can track the performance.
The chat function is also great for customer service.
The platform is user-friendly.
Adding canned responses just makes the agent's job way easier.
You can track the performance.
The chat function is also great for customer service.
What do you dislike about the product?
Sometimes I'm not able to add notes and the "new ticket" message doesn't appear.
What problems is the product solving and how is that benefiting you?
Easier communication with customers and partners.
Options are unlimited!!!
What do you like best about the product?
Amazing tracker, I am to track any orders or requests from the past in just seconds!
What do you dislike about the product?
Customer and sales reps responding to closed tickets, tickets remain closed and they should re-open when there is a response to any tickets whether they open, pending or closed.
What problems is the product solving and how is that benefiting you?
Looking up order confirmations/contacts, any issues can be resolved very quickly
Freshdesk is flexible and can be made to work the way you do.
What do you like best about the product?
I can customize everything, from my technicians Signatures, to prioritizing tickets to sending items to different departments. And as an MSP doing IT service for many companies, their users can reach me using a localized domain name to make life easier (help@yourdomain.com).
What do you dislike about the product?
The help and documentation system is not laid out well and often i have to ask support how to do things.
What problems is the product solving and how is that benefiting you?
We have an excellent, searchable history with all of our clients, reports to show our metrics and automations to make life work faster.
Great for making daily tasks fun and interesting
What do you like best about the product?
The arcade function creates a motivated team, where you compete for badges and get points for responses. Customer satisfation results in more points, encouraging agents to respond promptly and thouroughly.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
At a glance you can see open tickets you are working on and your team can cover your tickets whilst you are on leave.
The colours, fonts, themes are also fun and not boring. This makes more monotonous works more pleasurable, e.g. if you worked in a call centre.
What do you dislike about the product?
Less skilled IT users can accidentally reply to customers with internal conversations if they respond to a customer support email in Outlook. If someone replies to a ticket, I get three notifications per reply to my Outlook, one after another.
It doesn't spell check your work, so you have to be accurate with spelling.
It doesn't spell check your work, so you have to be accurate with spelling.
What problems is the product solving and how is that benefiting you?
Having one place to allow a triage of questions and problems, based on the severity and the most appropriate person to answer the question in the team. They can be assigned to the best team member for their issue.
Freshdesk: Empowering Business Growth and Efficiency - A Seamless Customer Management Solution
What do you like best about the product?
What I appreciate most about Freshdesk is its seamless integration of user-friendly features that significantly enhance our customer management processes. The platform's intuitive interface ensures easy navigation for our team, promoting quick access to vital information. The scalability of Freshdesk has been a game-changer for us as we expand, providing the tools needed to manage a growing customer base efficiently. The accessibility of comprehensive customer data in one centralized location has empowered us to deliver personalized and timely responses. Additionally, the automation capabilities, such as ticket assignment and predefined responses, have substantially increased our operational efficiency. In essence, Freshdesk stands out as a versatile and effective solution, streamlining our operations and contributing to an elevated customer service experience.
What do you dislike about the product?
To say the least, the only thing I don't like about Freshdesk is that it doesn't have an option to send the response at a scheduled time, for us it is essential. I hope to settle it soon.
What problems is the product solving and how is that benefiting you?
Freshdesk has been instrumental in streamlining our customer management processes. Its user-friendly interface ensures quick access to crucial information, and its scalability has supported the growth of my business. The centralized data accessibility has enabled personalized and timely customer responses, while automation features have significantly increased operational efficiency. In essence, Freshdesk has been a versatile and effective solution, enhancing overall customer service.
Best way to stay organized
What do you like best about the product?
All the extra functions it comes with all being user friendly
What do you dislike about the product?
A user friendly way of getting detailed reports
What problems is the product solving and how is that benefiting you?
Keeping all customers on track and organized
Been using Freshdesk for 4-5 years, and continue to love it
What do you like best about the product?
Simplicity of use and straight forward approach to support ticket management. This simplicity helped a lot when deploying the system to our support agents and developers. Some people from other teams also use the system daily to get usage and agent hours reports.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
The integrations With Jira and Teams help to keep work manageable.
Customer support is usualy quick and take a hans on approach to solving the issues.
What do you dislike about the product?
Reporting / Dashboard functions are lacking, although slowly improving over time.
What problems is the product solving and how is that benefiting you?
Creating a helpdesk workflow that works in our company.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
Right now, there is not an issue/tickets that gets forgotten or doesn't get an answer. a few years ago, while still using and email aproach to helpdesk, there were complains about things geting forgotten and customer not having an answer.
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