Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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One of the Best and Constantly Evolving Ticketing Application
What do you like best about the product?
Manage tickets with ease.
- Set Automation Rules on frequent use cases
- Set Team-based & Category-basrd SLA policies
- Triage tickets
- Web-forms customisation
- Marketplace Applications for special needs
- Intelligent Bot
- Space to create Exhausive Knowledge base
- Customised Dashboards
- Surprisingly Cool Support Experience
- Set Automation Rules on frequent use cases
- Set Team-based & Category-basrd SLA policies
- Triage tickets
- Web-forms customisation
- Marketplace Applications for special needs
- Intelligent Bot
- Space to create Exhausive Knowledge base
- Customised Dashboards
- Surprisingly Cool Support Experience
What do you dislike about the product?
Not a lot. But,
- Complicated Rules for some automations
- Lesser scope for detailed customisation
- Complicated Rules for some automations
- Lesser scope for detailed customisation
What problems is the product solving and how is that benefiting you?
- Increased Answer Rate
- Reduced TAT
- Escalation Matrix triggers notifications on missed SLA
- Prioritise Social Media Responses
- Bot as first level support optimises FTE count
- Improved CSAT Tracking
- Web-forms with predetermined categories helps automate ticket assignment to relevant teams
- Parent-Child ticketing option helps track progress on assigned tickets to other teams.
- Customised Reports.
- Reduced TAT
- Escalation Matrix triggers notifications on missed SLA
- Prioritise Social Media Responses
- Bot as first level support optimises FTE count
- Improved CSAT Tracking
- Web-forms with predetermined categories helps automate ticket assignment to relevant teams
- Parent-Child ticketing option helps track progress on assigned tickets to other teams.
- Customised Reports.
It is really useful in data reporting and consolidation of requests
What do you like best about the product?
To-do List
Reporting
Assignation of tickets
Reporting
Assignation of tickets
What do you dislike about the product?
There is no mobile version for the admins
What problems is the product solving and how is that benefiting you?
The assign of tickets between agents
Security you can trust
What do you like best about the product?
It is so easy to use at first sight you can understand what you neeed, it makes the combination of efficiency consistency in messaging, including email, mobile, etc.
What do you dislike about the product?
It would be great for the free trial to be a month instead of 21 days. as well, it would be great for Enterprise and Multinational Businesses to make unlimited light agents.
What problems is the product solving and how is that benefiting you?
Customer experience is something that businesses rely on nowadays, so Freshdesk let me make a great customer experience that has its direct efficiency on companies revenue.
Recommendations to others considering the product:
This is the best choice of your professional life
an extraordinary product
What do you like best about the product?
The interface is intuitive, and it facilitates us to use different environments and recreates the development of the extremities.
What do you dislike about the product?
freshdesk support uses a lot of automatic responses!
What problems is the product solving and how is that benefiting you?
Call centralization, metrification, advanced automation!
Our most important bit of software!
What do you like best about the product?
We no longer use traditional email. All our staff uses Freshdesk for internal & external communication. This creates ownership & responsibility for every ticket owner while giving us complete oversight on the information our staff are sending and receiving.
What do you dislike about the product?
I wish their mobile app had all the functionality that their web application does.
What problems is the product solving and how is that benefiting you?
It gives us a communication platform for internal & external use, provides oversight while maintaining responsibility & accountability. Additionally, it improves efficiencies and allows us to deliver a better service to our customers.
Flexible to our needs
What do you like best about the product?
The best feature is the possibility to directly integrate the freshdesk world with our crm and other front end tools.
This means a lot of saved time and guaranteed traceability.
This means a lot of saved time and guaranteed traceability.
What do you dislike about the product?
We would like an increased customization for customer portal.
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
In our experience we found a minor limitation to use some custom APIs to improve the customer experience from the entry point
What problems is the product solving and how is that benefiting you?
We supply digital customer support from different digital channels and origins.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
We can get all the tickets in this unique platform and manage all our agents in a single digital frontend.
Recommendations to others considering the product:
Start with a small solution to test and add features to grow to a full scale backend CRM
Solves lot of helpdesk problems for us
What do you like best about the product?
- Easily manage and track support tickets
- Knowledge repository
- Knowledge repository
What do you dislike about the product?
The software is so vast and extensive that, at times, you couldn't find the appropriate option. But the help documents and the support team come to your rescue, so I cant complain a lot here.
What problems is the product solving and how is that benefiting you?
- Tracking support tickets for our SaaS
- Analytics around the tickets
- Building a knowledge repository for the support agenst
- Analytics around the tickets
- Building a knowledge repository for the support agenst
Its been an amazing ,friendly, less training to understand the software, great option
What do you like best about the product?
more straightforward concept of the process setup
What do you dislike about the product?
no proper notification on invoices or payments
What problems is the product solving and how is that benefiting you?
easier communication method with customers, benefits of data available
It's been a fantabulous journey so far & going on!
What do you like best about the product?
Building what the users would really need! Adding the features that the users would need is definitely a stand out. The hard work done to understand the user needs are also appreciated. Also, the capabilities provided in terms of various integrations, flexibility etc is great.
What do you dislike about the product?
Nothing significant. May be the price :D
What problems is the product solving and how is that benefiting you?
We have streamlined our e-mail communication channel while ensuring high CSAT & productivity.
User friendly Freshdesk
What do you like best about the product?
Easy to use & customize, great customer support, omni channel with all features
What do you dislike about the product?
No Macros when creating tickets, can improve on reporting
What problems is the product solving and how is that benefiting you?
Good ticketing system, works for multiple brands/products
Recommendations to others considering the product:
Easy to use & customize, great customer support
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