Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
from
and
External reviews are not included in the AWS star rating for the product.
"Simply the best client support and helpdesk arrangement!"
What do you like best about the product?
One of my most loved things about Freshdesk is that it accompanies bolster for 26 diverse prepared to-utilize dialects. It enables every specialist to redo their dialects exclusively. Specialists can likewise plan work hours as indicated by their nearby timetables. What's more, you can secretly leave your partners takes note of that the client doesn't see, yet that stay in the email chain. Client benefit is great and they will react rapidly and precisely to anything you ask regardless of how little."
What do you dislike about the product?
something that is a touch of irritating, is in the event that you apply it to a gathering - leave the email in 'unassigned' on the dashboard. Just on the off chance that you apply it to an individual will you expel it from this segment. Once more, we make a point to dole out it to a person.
What problems is the product solving and how is that benefiting you?
I can perform quicker my supervisions and surveys in light of the fact that I can keep up a superior correspondence with this program.Mainly to go to the questions and inquiries of our customers, endeavoring to offer the best consideration for them, and as of recently FreshDesk has enabled us to do it with no issue.
Recommendations to others considering the product:
In the event that you have utilized a comparable device previously, you will have seen that some have postponements and issues. With FreshDesk that doesn't happen.You will be astonish with every one of the apparatuses it brings to the table! Try it out!
The application exceeded my expectations.
What do you like best about the product?
What most caught my attention in the program is that it has a mobile application, which I can easily decipher and complements the service offered on the web. In addition, I can have a greater accessibility to the created entries and be able to have a better assignment as far as the registry link with which I work.
As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.
As for the characteristics of group in the program you can discard those false expectations that you can have through the new allocation of tickets, a case that I like very much and therefore I have tried to use it mostly with my customers.
What do you dislike about the product?
The cons of the program are quite unusual, as I have seen it according to my needs that I have had concerning my clients. This is about collision stops, because it is an ideal function that would need to be included in every acquisition package, but unfortunately it is only in a premium state which is equivalent to being one of the most expensive packages.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
In addition, it does not have extensive information to the integration of e-commerce, where disputes are viewed in court and details tend to vary and not have an objective similar to tickets.
What problems is the product solving and how is that benefiting you?
By means of the product of acquisition that I have had, I have been able to save a lot of money in the contracting of other services, because previously I had the happiness of being able to pay for more than 2 services that did not fulfill the same similarities that this program is offering me.
In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.
In addition, I have been able to congest the innumerable levels of response towards my clients and in the part of documentation it has been easier for me to unwrap myself and not to have to install useless applications that do nothing for my community. It is for this reason that I can recommend the program for all those users who work in a concrete way with a high user level.
Recommendations to others considering the product:
this is a good product for your company
a fair and accurate application
What do you like best about the product?
As for the personal taste I had regarding the acquisition of the Freshdesk program, it is part of the simplicity and speed with which it adapted to my requests that tormented me so much with other services.
At the same time the Api section for what is the single login, which allowed me that my users added at the time of interest some of my products, had to be authenticating in order to adapt separately to my offers. The last thing as far as my tastes are concerned, is the part of the edition that I can apply in each publication that I want to publish and without server limit.
At the same time the Api section for what is the single login, which allowed me that my users added at the time of interest some of my products, had to be authenticating in order to adapt separately to my offers. The last thing as far as my tastes are concerned, is the part of the edition that I can apply in each publication that I want to publish and without server limit.
What do you dislike about the product?
As far as this section is concerned, I can say that it is the chat that it has; reason why it does not have any option where I can observe that the agents are available or that they are outside, in it only a stipulated response time is observed, which commonly varies.
In addition to not being able to count on the system of advanced personalization of the line of support, what to make be agglomerated to the different sources of simple and principal colors. This even have launched several times updates of the program.
In addition to not being able to count on the system of advanced personalization of the line of support, what to make be agglomerated to the different sources of simple and principal colors. This even have launched several times updates of the program.
What problems is the product solving and how is that benefiting you?
By means of this service I have been able to secure myself to the easy system that it has to be used and more to have the purpose to be updating every time to a better way to offer its services. One of the tools that has been most helpful to me, is the text creation section, for the fact of advising you on the right metrics to give a good text.
The price for what I pay for this service is quite optimal to everything I have received; more than anything to the multiple tools that they constantly introduce, which make their functionality better. So you will not lose investment if you manage to invest here, rather we recommend the product.
The price for what I pay for this service is quite optimal to everything I have received; more than anything to the multiple tools that they constantly introduce, which make their functionality better. So you will not lose investment if you manage to invest here, rather we recommend the product.
Recommendations to others considering the product:
good luck
This is an application!
What do you like best about the product?
This program has the similarity of being able to categorize each complement that you want to use and also to be able to make a pursuit to the labored work; for which it calls to me enough the attention and it is for that reason that I have acquired it.
Not only have I already lived this experience, but I had also seen multiple tips on the same program. This has the unique benefit that, in each version update, you wouldn't have to pay for it, but it automatically registers and updates you.
The other thing I like most about the program is that after the last version I can see more accurately the recent tickets of an added contact.
Not only have I already lived this experience, but I had also seen multiple tips on the same program. This has the unique benefit that, in each version update, you wouldn't have to pay for it, but it automatically registers and updates you.
The other thing I like most about the program is that after the last version I can see more accurately the recent tickets of an added contact.
What do you dislike about the product?
Unfortunately as it has benefits, it has against and is that among it encompasses the part that the features of the previous update was not completely unified to the new one, a case that seemed bad to me for not providing the new tools.
As for the labels of the program has the similarity of adjusting a straight side, but in a moment manages to mix in a section only the lines. So it's pretty bad for me, to be dealing with the part of creating each time comments to solve the requests of my contacts.
As for the labels of the program has the similarity of adjusting a straight side, but in a moment manages to mix in a section only the lines. So it's pretty bad for me, to be dealing with the part of creating each time comments to solve the requests of my contacts.
What problems is the product solving and how is that benefiting you?
Thanks to this program I was able to open myself more to the scope of the support towards my contacts and clients that I had registered in my blog of notes. I was also able to get full advice from the team, after having a customer service section 24 hours a day.
Its functionality is handled in every sense towards the positive side, by the fact of having tools that make personal work not a problem, but something else that we can do every day. All its operation is understandable within a short time of use. We definitely recommend this product.
Its functionality is handled in every sense towards the positive side, by the fact of having tools that make personal work not a problem, but something else that we can do every day. All its operation is understandable within a short time of use. We definitely recommend this product.
Recommendations to others considering the product:
a very good application, seriously recommended!
Tickets? best way to deal with them.
What do you like best about the product?
Freshdesk offers multiple support channels, such as telephone and email, as well as social networks, chats and forums. With this, you can manage all queries in a single panel. Even queue them according to your urgency, service level agreements or other metrics of your choice.
In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.
In addition to that, Freshdesk also has the ability to support self-service options such as knowledge bases. And forums so customers can help themselves with the information they need.
What do you dislike about the product?
I don't think I find a feature so negative as to recommend not using this great explanation. Can it present any difficulties? Yes, but with a little guidance we can solve them.
If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.
If you are new to these issues it may seem frustrating to have so many options at hand and we know how to use them. So be patient and you'll get what you want.
What problems is the product solving and how is that benefiting you?
The Supervisor and the Observer, which are time and event based triggers, respectively. They can be used to configure rules to send notifications automatically and manage ticket escalation and tracking.
Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click.
These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.
Agents can create pre-formatted answer templates for common questions such as canned answers and reuse them with a single click.
These automated messages can be customized using placeholders and unique ticket information. Ensuring the high quality of support that all customers expect today.
Recommendations to others considering the product:
Put time and effort on it. You won't regret it.
A lot of features, 100% useful.
What do you like best about the product?
Freshdesk makes it easy to scale support across multiple products, languages and time zones. With multi-product support, all customer support queries can flow to the same support service. And be categorized and assigned to specific agents or teams with ease.
Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.
Each product can have specific assignment rules, different email notifications, customized service level agreements, etc. Associates, in addition to having its own support portal with a dedicated knowledge base and a community forum.
What do you dislike about the product?
This is a rather difficult question to answer, as Freshdesk has many benefits that we must take advantage of. However, not everything is one hundred percent good. We can say that Freshdesk's application capacity may seem limited to you.
What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either.
On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying.
The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.
What does this mean? You can't launch consumer surveys from the application and there's no live chat support inside the application either.
On the other hand, Analytics is also limited. I mean it doesn't support advanced features like customer segmentation. In this way, seeing ourselves in this situation can be quite annoying.
The Freshdesk platform may not be able to fulfill all your wishes at once. And that's something you need to take into account.
What problems is the product solving and how is that benefiting you?
In case an agent needs the opinion of a third party, such as an external supplier on a problem. You can forward the ticket to the provider directly from the helpdesk.
All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call.
For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.
All responses from the external provider will be included as private notes in the ticket thread. In the case of telephone calls, Freshdesk gives agents the option to forward the call.
For chat queries, agents can route chats to the desired agent. Even consult with experts simultaneously in a private agent to agent chat. This is most often used in situations where a specific person or team specializes in solving a particular problem.
Recommendations to others considering the product:
You will be amaze with all the tools it has to offer! Give it a try!
very very very nice app :D
What do you like best about the product?
"Freshdesk" focuses on making sure it offers a comprehensive set of functions for each channel. In which a customer service team wants to interact with users.
"Freshdesk" offers excellent support for traditional channels such as email and telephone.
As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels.
Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.
"Freshdesk" offers excellent support for traditional channels such as email and telephone.
As well as modern channels such as chat, forums and social networks. With a ticket support service that is tightly integrated with all these channels.
Each "Freshdesk" account can have several associated custom mailboxes. This allows the support team to manage all their support emails in one place.
What do you dislike about the product?
It takes a little work and technical expertise to make API calls to automatically extract and send information in and out of Freshdesk. The good news is that they have the API to enable this.
There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
There were times when we had trouble getting the automatic allocation of tickets to go to the right place with the dispatcher. We found that the order of the rules makes a big difference.
It takes a bit of getting used to the interface. Once you understand the processes of opening and resolving tickets, it becomes easier.
What problems is the product solving and how is that benefiting you?
You can automate tasks to increase the productivity of your support team. The software downloads repetitive tasks. In many cases, frequently asked questions can be answered with a canned answer.
Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents.
As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.
Dispatch'r automatically prioritizes and assigns tickets to allow the administrator to focus on performance tracking. Using this, you can route tickets according to the different skills of your agents.
As well as notifying them about their tasks. There is also a "Supervisor" function that audits unresolved tickets or overdue tasks so you can follow them up as soon as possible.
Recommendations to others considering the product:
this is a nice app to use
it work
What do you like best about the product?
I really liked the communication with the members of our team. It's so easy to "assign" emails to the right department and the right person within that same department. Forget about pressing the forward button again and getting your teammates' emails stuck. In addition, you can privately leave your colleagues notes that the customer doesn't see, but that stay in the email chain. Customer service is really good and they will respond quickly and accurately to anything you ask no matter how small.
What do you dislike about the product?
something that's a little annoying, is if you apply it to a group - leave the email in 'unassigned' on the dashboard. Only if you apply it to a person will you remove it from this section. Again, we make sure to assign it to an individual.
What problems is the product solving and how is that benefiting you?
I was delighted with the service freshdesk offers, is a wonder, is very easy and intuitive to use, I dare say that you do not need great knowledge in the field to manage the program or just the basics at least to communicate with your customers or co-workers, this application has helped me solve and communicate the problems in my area, is the maximum.
Recommendations to others considering the product:
Buy it, you won't regret it.
app for the work
What do you like best about the product?
Occasional Agents - great function to keep agents without having to buy additional places .
Very convenient multilingual function .
LIQUID offers numerous possibilities.
Gamma functions
Fully functional API and convenient to use.
Good Dispatch, Supervisors and Observers functionality.
Very convenient multilingual function .
LIQUID offers numerous possibilities.
Gamma functions
Fully functional API and convenient to use.
Good Dispatch, Supervisors and Observers functionality.
What do you dislike about the product?
There is no clear information on the establishment of integrations.
No possibility to create your own report - only pre-constructed ones are used.
I guess the b2b system should be much more flexible.
No possibility to create your own report - only pre-constructed ones are used.
I guess the b2b system should be much more flexible.
What problems is the product solving and how is that benefiting you?
with freshdesk my way of communicating changed to a simpler but at the same time more complex and
complete with many functions still unattended or undiscovered, it has helped me a lot in my work and I can perfectly inform both my colleagues and my clients about my work and problems without inconvenience.
complete with many functions still unattended or undiscovered, it has helped me a lot in my work and I can perfectly inform both my colleagues and my clients about my work and problems without inconvenience.
Recommendations to others considering the product:
I recommend this application, it is very good and easy to use, you can do much more than just talk and write.
this app rocks
What do you like best about the product?
The user experience is very well designed. I looked for other applications and they all had the same price, however Freshdesk stands out for its ease of use.
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
Freshdesk is surprisingly easy to understand for the less technically inclined people in the company and that is a victory.
Freshdesk is full of features and although there are many that we will not be using in the foreseeable future, there were enough really useful ones.
The ease of use of these features especially compared to shared mail made us buy this program!
"Group", "assigned to", "Tags", "Sender", "Observer". We discovered how to automate them all
What do you dislike about the product?
I think there should be an algorithm and intelligent spam identification system that sends spam tickets directly to the Spam folder. On the other hand, building and maintaining a common database of spammers would add even more charm to the software.
In this way, an operator can manually examine Spam tickets and process them respectively.
In this way, an operator can manually examine Spam tickets and process them respectively.
What problems is the product solving and how is that benefiting you?
freshdesk came into my life as a ray of light haha, I have facilitated the way I communicate with my clients and colleagues at work, I can perform faster my supervisions and reviews because I can maintain a better communication with this program.
Recommendations to others considering the product:
best app for me
showing 721 - 730