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.
Excellence In Workflow Optimization
What do you like best about the product?
The User Interface that is currently available allows my team to accurately & effectively address concerns.
What do you dislike about the product?
It is not always possible to integrate FreshDesk with native systems.
What problems is the product solving and how is that benefiting you?
As mentioned earlier, The User Interface that is currently available allows my team to accurately & effectively address concerns.
Freshdesk works great
What do you like best about the product?
Features of it is super easily accessible
What do you dislike about the product?
Something it does not work properly lagging issue
What problems is the product solving and how is that benefiting you?
Freshdesk solves all problems to support customer in a quick way
Since we have Freshdesk we work better
What do you like best about the product?
It has a tool that allows us to prioritize certain requests, organizing them according to their importance. The system creates requests and tickets automatically, for each communication channel, but also allows us to create tickets manually. It has automated routing, so that calls are routed to the agents trained to solve them.
What do you dislike about the product?
When many requests come in simultaneously through the different channels, the ticketing system can slow down and make the whole program feel more cumbersome. I would also like the virtual assistant to be easier to configure, I notice that there are certain topics that are not necessary and that you have to fill them in to get the assistant up and running.
What problems is the product solving and how is that benefiting you?
The most complete tool for customer service is undoubtedly this software, because its multichannel capacity allows us to serve our customers from all platforms such as social networks, calls, email, website, sms, from the same control panel, making sure that no request is overlooked. It has a tool that allows us to prioritize requests according to their importance.
Freshdesk Review
What do you like best about the product?
-Easy to use ticketing system
-Record day to day incident and user query
-Can publish knowledge base
-Record day to day incident and user query
-Can publish knowledge base
What do you dislike about the product?
We can add time feature on the application
What problems is the product solving and how is that benefiting you?
Record day to day query, request or incident of clients
Track and record incident/reports
Track and record incident/reports
Freshers can easily understand this software
What do you like best about the product?
Better in sending response to customers it's useful to organization
What do you dislike about the product?
We need to refresh always add note is not working properly
What problems is the product solving and how is that benefiting you?
We can close all tickets in bulk and merge it
The overall experience was very much excellent.
What do you like best about the product?
Easy interface properly designed convenient to resolve tickets and work on same.
What do you dislike about the product?
Some times facing issue while finding tickets as well as facing some issue with dialer some times.
What problems is the product solving and how is that benefiting you?
It is helping to solve the business query and to easily get the work done
Best support desk platform you will use
What do you like best about the product?
When you start with your business, you try to save the most money , freshdesk has helped me with that, you get it for free in start and it does come with all the essentials you will need.
What do you dislike about the product?
Features can be put as add on rather than making ya upgrade to a whole pricing plan.
What problems is the product solving and how is that benefiting you?
For us , it’s solving the main thing of customer support which is what we need.
Recommendations to others considering the product:
Freshdesk is simple to use and very good if used properly.
Freshdesk Evaluation Review
What do you like best about the product?
Freshdesk provides very useful features with multiple support channels including live chat, email, phone and social media. Furthermore, it is a cloud base software that is easy to use with smart automation features to ensure things are done smoothly and faster which enables more efficient business processes for a better customer engagement and experience.
What do you dislike about the product?
I think it's a bit expensive per agent/user if you want to upgrade your reporting module in Freshdesk. Good thing is that we can test Freshdesk wide range of features using their free trial plan firsthand before deciding whether the cost for the upgrade is necessary or not for the business.
What problems is the product solving and how is that benefiting you?
Freshdesk let our employees automate and monitor some of our process workflows. Furthermore, it is a better option than handling support via email. With Freshdesk, our customers can access their ticket status and ticket history and even gives their feedback and rating which provides a simplified way to top-rate customer support.
Recommendations to others considering the product:
Freshdesk can provide a top rate Service Level Agreement (SLA) with your customer that can tie what you promise to what you deliver. Also, Freshdesk automatically converts customer emails into support tickets which can be categorized in different sections. Tickets will be tagged accordingly so that agents can find the issue type quickly. Furthermore, both customer and agent will be automatically notified of any changes that happened on the ticket.
Best Ticketing Platform for Customer Support
What do you like best about the product?
Customer support made easy. Deliver fast and consistent customer service across email, phone, chat, WhatsApp Business, and other social media channels from a single view. We are getting good insights for our brand.
What do you dislike about the product?
extend more desktop features to the mobile app client. There are some restrictions where you need automation and sometimes there is just no way to achieve what you need. I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM.
What problems is the product solving and how is that benefiting you?
We are handling our customer projects for creating the e-commerce website and from that, we are able to track the internal team efforts. We are able to track the team performance as well.
Perfect solution to successfully run and manage a business
What do you like best about the product?
The UI is really great with all the tools exactly at the right places.
Customer support even for small businesses is really good, they usually solve tickets quickly.
Customer support even for small businesses is really good, they usually solve tickets quickly.
What do you dislike about the product?
Not every type of API is available here and they simply deny making one if we want them.
What problems is the product solving and how is that benefiting you?
Managing bookings using ticket management system.
Maintaining transparency with employees about their work.
Maintaining transparency with employees about their work.
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