Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Esay to use and has great features
What do you like best about the product?
I like how it connects with my email easily. (Gmail) I get notified directly to my inbox when I have a response or a ticket assigned, and I click the link to go directly to that ticket.
What do you dislike about the product?
Just one small one. On replying to a customer, Fresdesk picks up on the email name of the customer, and this can mean that the response does not have the correct name, which means you do have to delete and write the greeting again each time. I think I would prefer a blank greeting. I only say this as I have missed changing it on occasion and upset the customer.
What problems is the product solving and how is that benefiting you?
We use Freshdesk across all our customer service areas. My department is After Sales. We can get really busy at times during the year. So having the ability to be able to send responses quickly is important. The Canned Response option is a great feature. I can create several of these to suit a situation, and in 4 easy clicks, the customer has a response. No need to copy and paste or write a response every time. Saves so much time.
Best CRM
What do you like best about the product?
From a data management point of view, Freshdesk is best.
What do you dislike about the product?
They can improve the filter and architect of the product.
What problems is the product solving and how is that benefiting you?
Manage data is easy with freshdesk
Freshdesk for Customer helpdesk Management
What do you like best about the product?
We are using Freshdesk for our multiple business process operations for managing customer helpdesk issues. Freshdesk provides easy to understand & manageable user interface with automated features. Freshdesk helps us to manage & resolve end-user queries & assigned tickets according to their categories. It also provides features such as auto-reply & also integrated with email & our internal CRM tool for update the data in real-time & create an additional backup. Freshdesk also helps us to resolve user queries quickly with the intelligent automation tool. We have also implemented a live chat feature to fix the end-user issues on the go.
What do you dislike about the product?
We have been using Freshdesk for the past three years & to date, we have not faced a single issue. Also, Freshdesk provides 24*7 support in case of any issue.
What problems is the product solving and how is that benefiting you?
Freshdesk resolved our one of the significant issue that is customer feedback & queries. Due to an increase in our users & workflow, we cannot manage our support without any automation tool. After implementation of Freshdesk, it has resolved all our issues & also provided us a reliable solution.
Recommendations to others considering the product:
We recommend Freshdesk for helpdesk and customer support with advanced features such as live chat & community pages. Freshdesk is cost-efficient & easy to manage & configure.
The best customer support platform
What do you like best about the product?
FreshDesk is easy to set up and get started. It has the quickest go-to-market deployment, even when considering novice users. The integrations with third-party platforms are seamless. Even on the Sprout (basic and free) plan, there aren't many restrictions. Free email support and integration with automatic ticket creation allow easy access and reporting for running a user helpdesk. The ability to reply via email directly greatly increases efficiency and response time. The export function allows further classification and advanced reporting with custom filters for better data representation. The help documentation is very detailed yet easy to understand and implement. The support is always reachable and offers excellent resolution in a quick turnaround time.
What do you dislike about the product?
Nothing... everything works flawlessly. I am using both free and paid subscriptions and so far have not been wanting any further support.
What problems is the product solving and how is that benefiting you?
Customer outreach and helpdesk support are what we use FreshDesk primarily as a ticketing solution. It offers excellent Email integration for virtual helpdesk support.
5 months into using Freshdesk and it has been a great experience
What do you like best about the product?
An intuitive user interface ment that it was straightforward to learn to use quickly.
What do you dislike about the product?
I have yet to find any features that I dislike; however, it is still relatively early.
What problems is the product solving and how is that benefiting you?
It enables me to keep track of customer inquiries. It also allows me to tag these in many ways, making searching for past questions very efficient, which is essential.
Application to resolve problems and move ahead
What do you like best about the product?
I liked the system of raising tickets, and that ticket will be passed on to the concerned team. The concerned team will reply and we will be notified through our mail.
What do you dislike about the product?
Resolution time is little longer so we need to be patient
What problems is the product solving and how is that benefiting you?
I usually escalate concerns of parents regarding technical issues or refund or retention or any other
Recommendations to others considering the product:
If your organisation is big and you feel issues are not being escalated please use this application as it will help us maintain data and proof of issues raised
Best tool for ticketing
What do you like best about the product?
The best part of Freshdesk is the ticketing as well as the clarity and option provided by this tool to solve the tickets and also to keep track of it.
What do you dislike about the product?
Not much to dislike about Freshdesk! It is the best
What problems is the product solving and how is that benefiting you?
It helps us to track our Tickets based on the groups and the product and very user friendly
Recommendations to others considering the product:
Best Tool for ticketing, Chats and tracking
Freshdesk has helped to optimize and streamline communications!
What do you like best about the product?
The most helpful aspect of Freshdesk is keeping track of all customer questions that can easily get lost in an email inbox. The backend interface is easy to use and allows you to assign team members to respond to specific questions. I am newer to using Freshdesk but have been very quickly sold on the benefits for both me and my team.
What do you dislike about the product?
The only thing I dislike about Freshdesk is if a customer responds by simply saying, "Thank you" - the ticket is reopened, leading me to open Freshdesk and walk through the process of closing the ticket all over again. However, if this is the worst thing about it, it's still well worth the headache.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping me and my team to respond more quickly and efficiently to questions we receive. We can batch similar questions to respond easily and can also keep a record of similar questions we have already responded to in the past, making it all the easier to respond in the future.
Keep your Work Organized
What do you like best about the product?
There is multiple views to see what cases I am working on
What do you dislike about the product?
I'd have to say the only thing I have disliked is if I merge a ticket incorrectly, I cannot figure out how to unmerge it, and the summary disappears from the ticket that was the main ticket.
What problems is the product solving and how is that benefiting you?
Resolving our customer's claims quickly and effeciently
Recommendations to others considering the product:
Tips on how to unmerge tickets
An amazing solution for resolving issues with customers
What do you like best about the product?
Freshdesk is easy to use and lightning fast. It made interacting with customers a pleasure rather than a chore.
What do you dislike about the product?
I had issues with setting up specific filters to work correctly. I hope they will allow bool operators between filters in one of the updates.
What problems is the product solving and how is that benefiting you?
Freshdesk is a fantastic way to collect and resolve customer contact. It helped us get organized and stop dropping the ball on customer interactions. It displays the tickets in an orderly fashion, with multiple sorting options, ensuring one can quickly find the relevant and essential tickets and respond to them.
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