Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
from
and
External reviews are not included in the AWS star rating for the product.
An useful Helpdesk tool to handle customer issues from various channels from a single window
What do you like best about the product?
Freshdesk is a lightweight tool which is fast and user friendly.
What do you dislike about the product?
Limited customization option, Limited features.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates the customer issues from various platforms in one single interface and reduces the problem of juggling between tools, windows and reduces manual effort.
Freshdesk Review
What do you like best about the product?
Search feature, traceability, easy to use, reliable, easy implementation, volumetry and reports.
What do you dislike about the product?
Inhability to search an object in attached files, restrictive for users within same organization that do not have a Fresdesk license
What problems is the product solving and how is that benefiting you?
Enabling agents to see overall workload and what's assigned to them and their teammates.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
Great way to handle customer emails
What do you like best about the product?
I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts.
What do you dislike about the product?
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect.
What problems is the product solving and how is that benefiting you?
The support portal allows customers to find answers to their questions independently. Additionally, they have the option to submit new tickets or send an email that they initiated. All these interactions converge in our ticket inbox, where we can assign queries to the most suitable colleague based on expertise, whether it's in design, web development, administration, etc.
Simple and efficient
What do you like best about the product?
The base product is simple to use.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
It allows a better tracking of customers support requests.
A lot of options are available to customize the environment to suit our company needs and it is quite simple to configure.
The API makes it usable in our other softwares relatively easily.
What do you dislike about the product?
The only downside so far is the lack of some more placeholders to be able to create more complex automations.
What problems is the product solving and how is that benefiting you?
It helps us to track more effectively customers support requests. Identify and categorize requests (support or change request).
Customer Engagement like no other
What do you like best about the product?
Automation, bot capabilities, omnichannel, lots of features, FreshDesk support.
What do you dislike about the product?
Not that I don't like it but it takes a bit of getting used to and set up.
What problems is the product solving and how is that benefiting you?
FreshDesk helps us manage multiple mailboxes across multiple brands and geos through multiple support channels.
Freshdesk is great
What do you like best about the product?
The availability to have everything in the same place
What do you dislike about the product?
delay with updates and sometimes where tickets are.
What problems is the product solving and how is that benefiting you?
Helping us with finding the correct template to work with different companies
quick review
What do you like best about the product?
the overview that all ques are divided and you have a good overview
What do you dislike about the product?
Expand automation to process repetitive tasks more quickly,
What problems is the product solving and how is that benefiting you?
We answer customer inquiries via freshdesk through freshdesk we can give customers answers
The Easy way of working on mails
What do you like best about the product?
First of all, the feature of Freshdesk of viewing the data in card or details form is extremely helpful when you have loads of work mail to tackle. In addition, the filters are very customizable as per your requirements. In conclusion, I would like to say that Freshdesk has definitely made customer support easier.
What do you dislike about the product?
I wanted to highlight that the shortcut (/c) used to copy the email clippings to the new email becomes difficult if in case there are 2 or more clippings with similar subject lines - It would be better if we have a popup at the right side to explore the clippings before using them.
What problems is the product solving and how is that benefiting you?
Freshdesk sorts the emails in numbers which makes it easier to analyze the amount of work pending.
Improved Internal Communication!
What do you like best about the product?
I like the dashboard and the ability to be able to see all the tickets. Also when we encounter an issue their customer support team is very helpful.
What do you dislike about the product?
I wish there were a few more integration abilities into our currect software.
What problems is the product solving and how is that benefiting you?
Internal communications between our different stores.
Freshdesk making PreSales simpler
What do you like best about the product?
Ability to have multiple fields so I can log activities by multiple criteria including country, partner, employee, subject and more
What do you dislike about the product?
Different users in different "Groups" assigning to other email groups means that sometimes the tickets don't get to the right people as they always stay with the same group if they're using Freshdesk with that email address but the user doesn't know this.
What problems is the product solving and how is that benefiting you?
Stops multiple people looking at the same issues
showing 321 - 330