Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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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
this application works!!
What do you like best about the product?
If you are looking for something that has the least amount of customization, but is built very polished and easy to use from the first moment, this is the best product.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
The implementation with the suite is almost perfect, and the test for a while has whether it was ideal for me and pass the FD test can be easily handled by one person or 100
It's that easy and built with the intention that a small team can be made up of about 4-10 people, and each of the parts of the software that you can master in a week, and still find it surprisingly comfortable.
What do you dislike about the product?
Well, there's really nothing I don't like about Freshdesk, just a small improvement in the control of spam and spammers. No doubt Freshdesk already deals with it, but in a slightly different way.
and of course the price, is a little expensive but equally passable for large companies
and of course the price, is a little expensive but equally passable for large companies
What problems is the product solving and how is that benefiting you?
freshdesk has facilitated me the connectivity with our customers in every way, I can address their concerns and solve their problems in many ways thanks to the many tools that has this program
Recommendations to others considering the product:
this program meets and by far meets our highest expectations
Amazing! 100% recommended.
What do you like best about the product?
One of my favorite options is automation, the observer does his job as it should, facilitating the handling of tickets, saving work to our team without reducing efficiency. It also allows you to add several different emails to receive tickets, which gives an organization and control of them, while you can choose to which specific team the messages are addressed.
What do you dislike about the product?
There are things that cannot be automated, and does not allow the handling of certain permissions to users to access certain information. They are options that would improve its operation but at no time make it difficult.
What problems is the product solving and how is that benefiting you?
Great attention to our clients and facilities to our customer service team.
Recommendations to others considering the product:
No need to much to get it working, and once it is, not too hard to set up everything.
Excellent customer service!
What do you like best about the product?
I met with a few support tool companies and I really enjoyed working with Freshdesk. Sarosh and Jayalaxmi answered all questions, followed up with me to touch base, and once I signed up for the demo they assisted me very quickly with any demo questions I had. Once we signed up for Freshdesk the assistance I received was amazing. Any time I had a question Jayalaxmi was very quick to respond and walked me through on getting everything setup. Sarosh also followed up to ensure everything was working for me. Hands down - the customer service at Freshdesk is stellar. Also, the tool is very user friendly. Except for some complex ticket entry setup I needed to do, everything was very self explanatory within the tool.
What do you dislike about the product?
Absolutely nothing - it's been amazing working with Sarosh and Jayalaxmi!
What problems is the product solving and how is that benefiting you?
The support tool we are using is out of date and is also coming to an end of life. We needed to switch support tool and we were hoping to gain more functionality. Freshdesk provided everything we were looking for. Additionally there were no hidden costs. When I spoke with other companies there were "add ons" to the plan I had to purchase to get everything I wanted. At Freshdesk it's all in one package.
Best multi-channel customer platform.
What do you like best about the product?
Because of its organized interface, it is very easy to have everything at hand. Reports, logs and much more are easily accessible. It has integration to multiple platforms, from computers, mobiles and even social networks. Making the reach and support provided to our customers is greater. Increasing their satisfaction and liking towards the company, because we are for them from anywhere.
What do you dislike about the product?
Your automation options. I think these options need to be improved as they have a lot of potential but lack some things that would be very useful and would make a more effective integration to the functioning of this one. Thus achieving a more fluid interaction with users.
Also their range of social networks is a little limited, extending it a little more would be perfect.
Also their range of social networks is a little limited, extending it a little more would be perfect.
What problems is the product solving and how is that benefiting you?
Mainly to attend the doubts and questions of our clients, trying to offer the best attention for them, and until now FreshDesk has allowed us to do it without any problem.
Recommendations to others considering the product:
If you have used a similar tool before, you will have noticed that some have delays and problems. With FreshDesk that doesn't happen. Undoubtedly the best performance and easy installation.
Freshdesk Review
What do you like best about the product?
Simplicity is the best part of this program for me.
What do you dislike about the product?
Dislike the fact that the customer side is a little more cluttered then the worker side.
What problems is the product solving and how is that benefiting you?
Benefits is that it's a lot more easy to use then most programs. Problems that are being solved are the more frequent questions that are being asked in person rather than being asked online.
Recommendations to others considering the product:
Try it out! See how you like it!
Just amazing! Need support service? Give it a try
What do you like best about the product?
It's easy to categorize and keep track of your work, especially with the new FreshDesk Mint version. The new FreshDesk Mint also shows a contact's recent tickets, so I can quickly see their recent history. Once you know what the solutions to their most common problems are, you can post self-service procedures for the easy ones that they can handle themselves - thus freeing you from unnecessary remote support or onsite support events.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
All its features are designed to help you get on top of your service delivery and get the metrics you need to maintain quality service while adding clients & technicians.
What do you dislike about the product?
Well, there is really nothing I don't like about Freshdesk other than a little improvement with spam handling and spammers. No doubt Freshdesk already takes care of it but slightly in a different manner. Another slight issue is with the contact management. For any contacts that are deleted, Freshdesk marks tickets from those contacts as spam which I think is wrong. From time-to-time, the contact database increases with people contacting only once and then never turning back for years.
What problems is the product solving and how is that benefiting you?
It has helped to get much more speed and efficiency in our support work flow : Automation, assignements, grouping, tagging, SLA, Monitoring, Canned Responses, Integrated Widget, Email Forwarding, Facebook integration, etc.
Recommendations to others considering the product:
Time saving functionality on many levels. Less emails in your inbox, and less hitting the forward button. Best part, if you're using Zendesk, you can import your emails from there when you get started. You gotta try it.
Modern easy-to-use tool that allows the work team to collaborate with each other efficiently through
What do you like best about the product?
I have been using this software since time and I only have good words, it helps to improve customer service by allowing the team to communicate with each other in tasks to provide faster solutions to customers through different tools such as email, mobile ..
It provides a very smart solution to keep orderly and orderly questions and doubts of my clients.
It provides a very smart solution to keep orderly and orderly questions and doubts of my clients.
What do you dislike about the product?
One of the best that from my point of view should improve is the implementation of the database that provides quick answers to frequently asked questions or techniques and product tutorials since they are often in my opinion a bit difficult to understand.
What problems is the product solving and how is that benefiting you?
This tool originates an increase in the reduction of time in the assignment of tasks through a panel of automated reports that compiles all the most important information about the knowledge and information necessary to report them.
It also allows efficient integration with business applications such as CRM systems, among others.
It also allows efficient integration with business applications such as CRM systems, among others.
Recommendations to others considering the product:
It is a customer assistance service that will allow the team to improve in different jobs to give effective and efficient responses to customers. Very good application to consider.
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