Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Freshdesk rocks
What do you like best about the product?
That we organized all our support and now we have a powerful tool with KPIs and all metrics in one place
What do you dislike about the product?
Nothing till now (4 years in use with more than 20 aents)
What problems is the product solving and how is that benefiting you?
Our clients are sites and we monetize their inventory. We solve all the technical issues with our Support team and keep the commiunications there. Few years ago we did it with outlook, it was impossible to track the threads and have Metrics/reports
The best ticketing solution on the market
What do you like best about the product?
The ability to configure ticket fields and templates
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
Simple yet clear and precise nature of the ticket
Integration with Freshchat with Whatsapp and now Freshbots
Reporting and analytics assists in data driven decision making
What do you dislike about the product?
None that come to mind at all, Freshdesk is assisting in solving our root cause analysis through the use of the data extracted
What problems is the product solving and how is that benefiting you?
We have multiple countries that we serve and gathering information from the ticket analysis helps us to focus our attention on the countries with the highest ticket volumes. Root cause analysis is being facilitated by the data coming from Freshdesk
Recommendations to others considering the product:
Freshdesk is quick to implement and highly configurable. In addition to being able to get world class support from the Freshdesk team, there is access to the Freshdesk academy where your team can complete relevant learning modules on elements of the Freshdesk solution. Highly recommend Freshdesk! The additional solutions offered by Freshworks, inlcuding Freshchat, Freshsales, Freshmarketer and now Freshbots, makes this the logical decisions to make when considering a fully integrated customer and agent centric ticketing system.
Extremely Recommended Product
What do you like best about the product?
Simplicity and functionality. Very easy to teach my staff and clients to use it.
What do you dislike about the product?
Can't link it with Zoho Books Timesheets
What problems is the product solving and how is that benefiting you?
We use Freshdesk as a main tool to register, monitor our clients requests.
Fresh ticketing system
What do you like best about the product?
I like points which agents can get for done job.
What do you dislike about the product?
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And also you cannot edit agent's answer once replayed.
Only what you can edit is the initial question.
What problems is the product solving and how is that benefiting you?
Requests from email, phone, web, chat and social. Everything is combined via automated workflows, self-service options like bots.
The Perfect Customer Management Solutions & Ticketing System
What do you like best about the product?
I love the fact that everything is automated. A customer just have to send us an email, which is automatically enlisted in the ticketing system, assigned to our agents, and flagged for follow-up.
What do you dislike about the product?
Performance report is not available in the blossom or free package. I believe that this is a must for all users and should be available for free, in my opinion.
What problems is the product solving and how is that benefiting you?
This helped us monitor and respond to every customer query and greatly improve customers' satisfaction rate, as well as our response rate.
Recommendations to others considering the product:
I do recommend, if you have to manage a lot of customer requests. It has an amazing centralized dashboard and a multitude of cool features.
Absolutely great ! Thats a great sollution for the professional companies dealing with many clients
What do you like best about the product?
Everything about Freshdesk! I really enjoy working with Freshdesk because its a really easy tool to deal with all the emails and to keep them in order. The assigning part to the agents it's great ! also the fact that you can add own filters, add the tags. Very helpful when you deal with massive amounts of the emails
What do you dislike about the product?
So far I have no complaints, I only would change it to be more clear when comes to analytics.
What problems is the product solving and how is that benefiting you?
Dealing with all the emails in an easy and fast way .
Recommendations to others considering the product:
It's unbelievable how easy is transmission from let's say Zendesk to Freshdesk! The team will do that for you so you dont need to worry that your old emails will be lost!
This has made me more productive
What do you like best about the product?
Organizational and prompt responds with so many cool features like adding solutions, inventory, etc
What do you dislike about the product?
nothing yet. i have not noticed any thing yet.
What problems is the product solving and how is that benefiting you?
It related issues and this has been productive for me.
Recommendations to others considering the product:
N/A
FreshDesk
What do you like best about the product?
FreshDesk is a great program that my company and I use as a ticketing system. It is easy to use and helps us as team stay organized. Us as the admins as well as our clients love the system.
What do you dislike about the product?
We have had issues before with FreshDesk going down but for the most part we are able to use with ease. We do sometimes have issues with receiving tickets but recently have had no issues.
What problems is the product solving and how is that benefiting you?
FreshChat support is OK.... we have had issues when trying to get into contact with them. Recently we had a major issue and did not hear back from them till the next day.
EXCELLENT HELP DESK SOFTWARE SOLUTION.
What do you like best about the product?
-It integrates with other software (Office 365, Mail Chimp, Slack and others) we use.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
-Freshdesk is user friendly,easy to use,understand and install and manage.
-Freshdesk offers best features such as Integration with other software such as Freshbooks, Google Apps, Harvest and also Multi-language and multi-time zone support.
-Freshdesk has integrated live chat and phone support.
-It has a powerfull and excellent flow of communication.
-It enables you to improve appearance of your profile by modifying colours.
- It has helpes in growing your customer base and increase business growth.
-Excellent customer services.
What do you dislike about the product?
the only challenge is its cost.It is quite expensive.
What problems is the product solving and how is that benefiting you?
The integration with cloud hosting software makes it convenient to store each document in the cloud.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Freshdesk saves on time and energy for its automated message delivery system.
It has been a good helpdesk platform and excellent customer service solution.
Recommendations to others considering the product:
I recommend the use of Freshdesk It has helped in growing your customer base and increase business growth.
All Support in one place
What do you like best about the product?
Search, response, attachments and log. It has all in one place. Freshdesk is a user-friendly platform and it gives more reliability with attachments and correspondence. It is easier to make a to do list and also to capture the items and complete their status. Search enhancement is good and it can located the old log which has no restriction on it. I would love if Freshdesk should send a desktop notification to the admin users for any pending or unresolved tickets and that would increase the further efficiency of the IT support Team.
What do you dislike about the product?
There should be a live support feature in the program. Freshdesk should also be used to Manage users like G Suit or Office365. Sometimes screenshots are quite small and they give you a negative impact as it doesn't capture the full resolution copied into it. Freshdesk should keep the original picture size or either it should give you an option if the original size is to be kept and what should change in it.
What problems is the product solving and how is that benefiting you?
I'm solving all the organisational problems come to the freshdesk and those tickets i resolve them. I have managed to interact with users in my organisation to deal with their problems and was able to support them with screenshots and links which is good and there is no restriction on it. Management and general users submitted their queries on the portal.
Recommendations to others considering the product:
You need to understand how linking works for Freshdesk to your organisational email.
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