Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Very easy to use!
What do you like best about the product?
I like how easy it is to use Freshdesk. One unique feature is that you can see when other agents are either looking at or replying to a ticket so that you do not have 2 responses getting sent out simultaneously.
What do you dislike about the product?
I cannot think of any downsides to Freshdesk.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our customer support portal. This helps our team track issues and questions coming in from our customers.
Easy Task Creation
What do you like best about the product?
Freshdesk allows us to send tasks to everybody in the company. Creates organization on what tasks needs to be completed. Can also be used as a reminder. The tickets can be passed and worked on by several different people. It is great to keep yourself organize.
What do you dislike about the product?
It would be great is Freshdesk could somehow incorporate Salesforce and have autofill properties or have some kind of autofill properties that you could do to make tickets. It would make creating tickets faster.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us create different tasks to every department without losing them. You are able to keep track of every single ticket that has been created.
Recommendations to others considering the product:
Great for organization and task creation for your team.
Transition
What do you like best about the product?
After coming in as the 6th IT Support person in a very short time. This has helped me keep up on where I am at in projects, allow the owner to know where I’m at and it helps everyone to avoid calling me with non emergency problems.
What do you dislike about the product?
At first, getting my new agent profile created was a hassle but after contacting Freshdesk support, they were able to provide the documentation that helped us.
What problems is the product solving and how is that benefiting you?
The problems they are solving is keeping me on track age letting my boss know where I’m at on projects. I get pulled all over the company as I am versed in all aspects of the company.
It has eased our problem in solving customer queries.
What do you like best about the product?
I like how it's easy to manage each query that we receive from our customer
What do you dislike about the product?
There is nothing in can think of that I dislike
What problems is the product solving and how is that benefiting you?
Customer Query
Fantastic Support System
What do you like best about the product?
You are able to communicate with customers and manage, tracethe communications eith customers
What do you dislike about the product?
To be honest there is nothing bad to say
What problems is the product solving and how is that benefiting you?
Assisting our customers daily through Freshdesk
Recommendations to others considering the product:
A first stop helpdesk system, Dont look no further
First Preference.
What do you like best about the product?
Communication and trail mail is easy to track. Easily accessible.
What do you dislike about the product?
Font options in the description, it sometimes doesn't take the default font. More options for editing the context.
What problems is the product solving and how is that benefiting you?
mails are properly manageable now. my time is saved.
Great Ticketing System
What do you like best about the product?
Ease of use and setup. Took about 10 minutes to get the connection setup and running. Custom rules and extras to help sort and filter tickets.
What do you dislike about the product?
Nothing yet. The entire system works flawlessly.
What problems is the product solving and how is that benefiting you?
We track tickets that need to be submitted by users who don't have logins, so this is a great solution.
We've been pleased with the FreshDesk software
What do you like best about the product?
I appreciate the canned answer feature that saves us both time and money...enough to where we need maybe half the staff to answer as many customer tickets. Also, I like how our customer service team members can send notes back and forth. It makes it very easy for our customer service manager to assign customer tickets to specific staff members while also attaching a message that lets them know which canned answer to use or how to reply to a customer.
What do you dislike about the product?
Can't really think of anything I dislike. The only thing I would like to see added would be a deeper folder system for the canned responses for organizational purpose, but we're doing fine with the way it is. Too, if there were a grammar editor, such as was used when I wrote this review, that would be very nice!
What problems is the product solving and how is that benefiting you?
With FreshDesk we have one portal where all our staff members can go to answer customer questions (tickets). Staff members (Agents) can use the "Notes" to communicate back and forth with each other while in FreshDesk. This really helps because a staff member who doesn't have the answer to a customer question can send a private note on a ticket to a staff member who they think might have the answer. With the Canned Response system we no longer have to write answers to customers off the cuff. This has saved us probably 50% or more in time and dollars to provide customer service.
Recommendations to others considering the product:
Our company had never used a help desk software but FreshDesk was very easy to use for everyone on staff once it was set up. FreshDesk was there to help us get set up. The software has helped us save so much time and $$$ that I am excited to recommend it to any company looking to simplify customer service while saving money in doing so.
FreshDesk made us organized and confident at every turn.
What do you like best about the product?
We love it that you can organize a large quantity of support requests, prioritize them, and execute on solving them without concern that someone is being missed. We also love the ease with which you can create and add to the knowledge base. This keeps our customers up to date on the latest happenings. We also love the support offered by FreshDesk. If we have a question, they answer quickly and precisely. FreshDesk also offers different webinars that help us learn how to use the application.
What do you dislike about the product?
Perhaps something we might like from FreshDesk would be a large selection of templates for the Knowledge Base, without having to buy those from a third party. We would also like the ability to export knowledge base articles for use by some of our business partners who have licensed our technology. In those cases, the partners could then easily import the pages they want, make slight changes, and launch their knowledge base.
What problems is the product solving and how is that benefiting you?
We are solving the problem of helping clients who need tips, advice, or any general help. We do this more efficiently than we ever did in the past. The application cuts down on triage, sorting, prioritizing and solving customer questions through the ticketing system. We also offer information to our user base who use our no code designer. The knowledge base gives them a place where clients can look up information, learn, and apply their knowledge. Each of these client users can also share their knowledge using the forum.
Great piece of software to use!
What do you like best about the product?
The ability to integrate it with our current email platform and have it automatically create a ticket for you. As we get a lot of different queries in for different departments, the ability to assign what type of query it is (sales, complaint, finance etc) is great as the appropriate department can pick it up.
What do you dislike about the product?
Sometimes filtering the tickets can be a bit slow and sometimes clunky. Also when selecting the show activity bit on the ticket itself, I'd like if you were also able to see the correspondence between customer and agent at the same time as the activity log.
What problems is the product solving and how is that benefiting you?
We have a lot of departments that deal with various different queries and all have conversations with our customers in one way or another. Ranging from sales, to customer support, to technical support. Freshdesk has helped keep queries tidy and all in one place, so if there are queries that cross departments, the agent in the other department can see the full history and pick up where the previous department left off.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
This has also helped the general vibe between all departments and less frustration if someone doesn't give enough information etc.
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