Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Very helpfull - easy to use platform
What do you like best about the product?
Canned responses to send to clients for applications
What do you dislike about the product?
Receiving emails at times can take a while, or tracking via email
What problems is the product solving and how is that benefiting you?
Payments received
Applications
General Queries
Applications
General Queries
Freshdesk Review
What do you like best about the product?
Easy to use interface with interactive features
What do you dislike about the product?
Not enough options to control items within each ticket
What problems is the product solving and how is that benefiting you?
We are solving software related problems; the biggest benefit is it integrates well with Jira
Great tool to manage your customer support
What do you like best about the product?
The ease of creating automations saves us a lot of time and helps us maintain a high quality of management
What do you dislike about the product?
For some time we have been trying to generate reports that allow us to measure performance by agents, they have many reports but, at least in our current plan, none to measure the volume and quality of care comparing by agent
What problems is the product solving and how is that benefiting you?
We are an insurance broker and thanks to fresdesk we can manage our clients' requests and manage them with each insurer in a fast and efficient way.
Recommendations to others considering the product:
To use it!
FD is very interactive and fast pace environment for delivery schedule/reschedule matter.
What do you like best about the product?
The status change, required time to resolve a ticket, adding internal notes and easy to follow up.
What do you dislike about the product?
Cannot trace to see whether the email/ticket has been sent or bounced back.
What problems is the product solving and how is that benefiting you?
Schedule/Reschedule delivery, reply to customer inquiries, resolve intern departmental matters
Amazing Helpdesk Platform
What do you like best about the product?
We've been using Freshdesk for over 8 years, and honestly, it just works. From the free tier to the paid plans Garden etc. Depending on what you require in terms of reporting and analytics, you choose your plan accordingly but real a class product with good support.
What do you dislike about the product?
In the past, it was missing lots of cross-app integration, but they closed that gap slowly. Also there arent fast ways to delete spam mail or mail flood in the helpdesk
What problems is the product solving and how is that benefiting you?
Ticket logging and escalation. Ticket priority and SLA's. Custom FAQs for repeat ticket types. This has simplified the IT ticket logging process and helped uses resolve some of their own issues.
Great tool to support customer reqeustes
What do you like best about the product?
1. Simple interface
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
2. Swift response
3. Excellent analytics
4. Direct URL to specific issue
What do you dislike about the product?
No multicolumn support for additional fields
What problems is the product solving and how is that benefiting you?
I am solving and reviewing technical and business requests from my customers.
Back office support software
What do you like best about the product?
Easy to use with automatizations related to emails and other communication ways
What do you dislike about the product?
It is expensive for some organizations if they are using some of the functions
What problems is the product solving and how is that benefiting you?
high demand of customer answers
Used it for 7 Years - Never Going to Change
What do you like best about the product?
I like that in one pane of glass, I can see my entire helpdesk and have accountability for every ticket . I can also see the performance of my technicians and how well my customers are being handled correctly. It is a well-documented software, and the API works with many other software, especially when combined with Zapier; the possibilities are endless. The automations for mundane tasks, tickets, and clutter are nice to have so the helpdesk isn't flooded with useless spam.
What do you dislike about the product?
There are some micro issues that I've come across that are far from deal breakers. Sometimes the cursor jumps to the beginning of the text in a note. The Zapier integration doesn't have all contact fields, particularly mobile, which would be helpful for other integrations. The integration with other Freshworks products (Freshcaller and Freshsales) aren't as seamless as I'd expect. These are very small knit-picking issues that would never make me want to change ticket providers.
What problems is the product solving and how is that benefiting you?
We can track every phone call, every customer service issue and monitor the performance of all of our computer technicians in a single location. We know where all of our customer information and details are located, and it can work with Zapier to go to other software that we use as well. The product has evolved over the years that we have used it, but there haven't been any revolutionary changes which is a good thing in my eyes. We needed a reliable ticketing system, and found it.
Recommendations to others considering the product:
It just works. So often we try different software thinking it will solve our problems, and there ends up being lots of issues you discover down the road. In 7 years, that hasn't been the case with FreshDesk. We looked into other ticketing software just to see what was out there, and nothing really compared.
Good
What do you like best about the product?
The fresh desk is good software. Most of the bpos are using this software only.
What do you dislike about the product?
I didn't notice anything from this software.
What problems is the product solving and how is that benefiting you?
We will resolve all our customer queries,
Makes life easier
What do you like best about the product?
Good UI /UX. Easy to use, nice features.
What do you dislike about the product?
Sometimes export tickets takes too long to arrive to the desk.
What problems is the product solving and how is that benefiting you?
I have not faced any issues till now.
Recommendations to others considering the product:
Highly recommended
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