Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Good for sales
What do you like best about the product?
Its learning curve is short in relation to other similar software providing an advantage at teh moment being agile and fast at work. The tickets that it generates are really sorted so that you can have a good administration with the clients that have been attended that have problems or doubts. I have had a good experience with Freshdesk technical support, they very friendly when it comes to resolving a question.
What do you dislike about the product?
You should improve the functionality of sending emails in groups but different tickets to different emails. Since, there are times that it is necessary to send the same information to several receivers but it would not be good to attach them all in the same ticket. That function would be helpful because it speeds up the time in which customers respond.
What problems is the product solving and how is that benefiting you?
In comparison with others in price it was very viable to use Freshdesk since it saved us a lot in expenses and in teaching new staff its use. We opened windows of opportunities obtaining good resuts in business development. It provides us with first level solutions and also managing the ticket history throught an analysis can improve sales in the company.
Free ticketing system, not bad
What do you like best about the product?
we don't need the paid features so we're ok with the free tier for now, it has everything we need like assigning tickets to different agents and ticket creation by email, also customisable messages for new and closed tickets are good
What do you dislike about the product?
It is kind of difficult to see which tickets are outstanding if you're both an agent and a supervisor, you have to change settings in the sidebar to do it, there should be two screens one for supervisors and one for agents
What problems is the product solving and how is that benefiting you?
Our clients can create support tickets which are tracked using it, previously we'd just have them email us with questions but this became unmanageable so having this software to track support requests is really useful
Recommendations to others considering the product:
It's brilliant, it really suits our needs as a small company
We use the FreshWorks Suite
What do you like best about the product?
I like FreshDesk because it integrates with all of the FreshWorks suite. We use other products from FreshWorks. We use FreshDesk for our customer service ticketing system.
What do you dislike about the product?
I think that the reporting could be better with the Freshworks Suite. It takes me a pretty long time to find number. It take time mostly bc the filtering is not very user friendly. it works and i get the number that I need, but it not my favorite.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our customer service ticketing system. So it solves alot of problems for us. we are able to create groups and assign different tickets to different groups of people. Like assigning tickets to our billing department vs those tickets going to our account managers.
Recommendations to others considering the product:
I think that the reporting could be better with the FreshWorks Suite.
Review freshdesk
What do you like best about the product?
This software is easy to use and . This software can be integrated with other tools and it is highly customizable.
What do you dislike about the product?
The customer support for this tool is not that good.
What problems is the product solving and how is that benefiting you?
customer service and general communication
Recommendations to others considering the product:
I recommend this software to everyone
Good product
What do you like best about the product?
I love how easy it is to use and the notifications
What do you dislike about the product?
I like everything about it I have no complaints
What problems is the product solving and how is that benefiting you?
I solve all of the customers inquiries and problems
Ticketing CRM redefined
What do you like best about the product?
Ease of access and user-friendly. Admin has the access to set up the CRM in the correct way for all users
What do you dislike about the product?
Should try to have multiple sections rather than having everything under a single page.
What problems is the product solving and how is that benefiting you?
Benefits can be multiple across all CRM's. However, in Freshdesk it feels much easier in accessing the software and on a search of a button everything gets populated.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
Software that helps you help your customers better
What do you like best about the product?
The mobile application is really nice and handy for people on the go to stay in touch with their customers. The ability to add tags to tickets helps you find tickets faster at a later time. The reports are helpful to get a good view of performance. I love the capability of creating different views of the tickets. Creating a Knowledge Base has been so easy to do.
What do you dislike about the product?
Not being able to save the font style and size for all tickets through some kind of setting instead of having to change it on every ticket. Also, the fonts on the browser application vs. from the mobile application change, but I haven't found a way to edit them. The font on some paragraphs is changed on some existing Knowledge Base articles without us making any changes to the articles for years. The tables in the Knowledge Base articles are very difficult to use. I usually have to edit the table through the code view to be able to match the existing format.
What problems is the product solving and how is that benefiting you?
Communicate with customers using in-app chat and help customers if they need help and let customer track tick using the ticketing system.
Great for start-ups
What do you like best about the product?
I would highly recommend freshdesk to e-commerce startups as it provides a complete solution to customer service and it is super easy to implement.
What do you dislike about the product?
Freshdesk need to improve compatibility with other tools. In this aspect, it should learn from zendesk, who did the best in industry.
What problems is the product solving and how is that benefiting you?
We've implemented a complete customer service lifecycle with freshdesk which start at customer's contact email. Then we'll auto assign ticket to agent according to a pre-defined logic. It also help track the status as well as transferring tickets between agents.
Recommendations to others considering the product:
In one sentence, this tool is your best choice to start a ecommerence startup
Surprisingly easy to deploy
What do you like best about the product?
Simple and easy to set up and deploy and good service.
What do you dislike about the product?
Confusing settings and lack of pre made design for help desk.
What problems is the product solving and how is that benefiting you?
Customer response time and expectations.
Recommendations to others considering the product:
Give it a go.
Amazing solution for customer service
What do you like best about the product?
It's highly intuitive and it allows you to deal with tickets promptly. The notification system for when you get a new ticket is very useful if you're not logged in.
It also has handy features for pretty much everything related to customer service.
It also has handy features for pretty much everything related to customer service.
What do you dislike about the product?
Nothing to dislike. I recently had an issue with a couple of payments being deducted in error, but Anjum Akthar resolved it in a matter of minutes!
What problems is the product solving and how is that benefiting you?
It certainly had a positive impact on how we're dealing with our customers. The main benefit would be that we have everything in one place. It's also a cost-effective solution without hidden costs.
Recommendations to others considering the product:
Go for it straight away, or at least worth trialling if you're deciding between providers.
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