Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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easy to use for recording service queries
What do you like best about the product?
1) easily integration with simple user interface and very organizable.
2) love the features and how it is designed.
3) Easy to use.
2) love the features and how it is designed.
3) Easy to use.
What do you dislike about the product?
nothing as such can be said which is disliked but sometimes the app is very slow while opening.
What problems is the product solving and how is that benefiting you?
My company and i are able to see the tickets raised on time, the tat time for solving the customer queries is resolved and a proper visibility and transparency.
Recommendations to others considering the product:
1) Best for SAAS PLATFORMS.
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
2) EASY TO USE
3) BEST FOR PEOPLE IN SERVICE INDUSTRY
4) BEST FOR TEAMS WITH HIGH CAPACITY
5) COST EFFECTIVE
A product and company that WOWs!
What do you like best about the product?
Product:
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
- Easy to configure
- Nice to use
- Delivers a clear tangible improvement to our ways of working as a business, and the experience our customers receive
Service:
- The service from Freshdesk in terms of sales, implementation support, post-implementation support is second to none. It is easy to get in touch with them via email, or online form, or live web chat. With seconds - and I mean seconds - Freshdesk are in touch providing help, whether solutions or recommendations. It has like having a team of experts sat behind you at your desk!
What do you dislike about the product?
Options for data dumps is limited. I would like to see more a greater range of timescale options, and other criteria. I would also like to be able to export to an email address not associated to an Agent
What problems is the product solving and how is that benefiting you?
Previously we could not auto-triage inbound customer enquiries, now we can. This saves time and means effective prioritisation that improves the end customer experience. Also prior to Freshdesk, our customers could not track their own tickets. Now they can.
Recommendations to others considering the product:
I would recommend embracing the "vanilla" (standard) configuration of Freshdesk, rather than bending it to fit your old system processes. Not because Freshdesk is inflexible in anyway, because it is very flexible, but because the out-the-box set up is just so very good, and works so well, I fell you would be foolish to not adopt the Freshdesk way.
Our extra team member
What do you like best about the product?
Freshdesk is such a flexible system, but email automation has really transformed how we handle business enquiries across a range of channels.
What do you dislike about the product?
Not being able to easily track the triggers for automation, so unpicking some of the variations can be a little time-consuming.. but overall a minor irritation.
What problems is the product solving and how is that benefiting you?
Our Customer help ran across 10 separate email accounts, with no central visibility. Freshdesk gives us a clear understanding on ticket volumes, resolution rates and now allows us to provide a direct link from our website. Making a far smoother User experience and driving better engagement.
Recommendations to others considering the product:
Engage with the excellent pre start-up team and watch all the videos - everything you need is within the portal.
Well Management of Customer Concerns
What do you like best about the product?
Creation of Ticket in a very well manner and filteration of ticket department wise as per organisational strucutre.
What do you dislike about the product?
Even Thanks Reply by customer makes closed tickets alive.
What problems is the product solving and how is that benefiting you?
All our customer reviews and concerns are being handled via freshdesk.
Recommendations to others considering the product:
If you want to keep a track of customer concern then it's a must have software for your.
Fresh Desk User Interface
What do you like best about the product?
The filter feature of the freshdesk is the best. Gives you so many option to filter your emails from the bulk received so that you can prioritize your responses.
What do you dislike about the product?
The going back feature is very irritating. Every time you have to go back to an email you have to go all the way back.
What problems is the product solving and how is that benefiting you?
Responding to customers, giving canned responses, looping concerned people in freshdesk. It keeps people related to the problem in touch with the email and its progress.
Easy and reliable Service Desk
What do you like best about the product?
An easy user interface and the easy-to-understand reports
What do you dislike about the product?
The possibility to modify how mails are being auto answered is not dynamic enough
What problems is the product solving and how is that benefiting you?
Technical it-problems (SW)
Recommendations to others considering the product:
Make an accurate plan and make sure responsibilities are clear.
Very solid and does what we need effectively
What do you like best about the product?
Frehdesk is intuitive and packs a ton of value into their product
What do you dislike about the product?
Not much. We honestly can’t complain about anything.
What problems is the product solving and how is that benefiting you?
Customer service inquires, membership issues, and general inquiries
Recommendations to others considering the product:
This is a great product that offers robust customer service solutions at an affordable price.
Excellent software for organisation and transparency for customers
What do you like best about the product?
The ability to streamline work orders - automate assignment to the relevant staff member - and collaborate and pass off projects to coworkers. Meet SLA's and report on time/internal billing as well as productivity
What do you dislike about the product?
Nothing - it's a really easy system to use
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal portal for managers and staff to request marketing collateral and materials - using solutions for templates etc and standard answers. We can now track all jobs, hours spent on them, and other categories
Excellent help desk software
What do you like best about the product?
Ease of use, clarity of tickets, auto-responses, grouping tickets and simple implementation
What do you dislike about the product?
Some of the automations used to be a little tricky to configure but this has been improved with a software update.
What problems is the product solving and how is that benefiting you?
Improved cusotmer service. We've used SSO to integrate with our own application so out customers are able to access our support services from right within Freshdesk.
Excellent service, amazing support and cheap plans
What do you like best about the product?
The system is very user friendly. It provides monthly features.
What do you dislike about the product?
Every system has something to improve but FreshDesk is really good enough to provide platform for your business.
What problems is the product solving and how is that benefiting you?
Technical problems. The ticket system is easy to use.
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