Freshdesk Omni
Freshworks Inc.External reviews
3,542 reviews
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External reviews are not included in the AWS star rating for the product.
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.
Easy to use help desk support
What do you like best about the product?
First is that I can handle a few customers at the same time and it keeps their responses together. It has apps for Android and iOS users, you can handle support when not at your desk. The Support comes from different channels, it can be by phone, email, chat, forums, Facebook and other social media. This software eliminates some of the staffs manual work, such as creating tickets.
What do you dislike about the product?
I would like to be able to insert supporting documents,images, invoices and possible videos that are apart of the ticket, For this can help eliminate confusion and can make its easier.They can get a better and more detail information about the ticket.
What problems is the product solving and how is that benefiting you?
I can be more productive, because I don't have to manually create each ticket, invoice and other things. This has also helped to get an answer to the customers in a timely manner. Collaboration with other support members and what we discussed is documented and categorized.
Recommendations to others considering the product:
First is that all you documentation and documents are protected. This software does need more integration. Its easy to use and can be customized if needed. Sometimes,the system may lag, however its still a pretty good software to use. It can be costly.
Great program!
What do you like best about the product?
I like that I can have all of my customer support conversations in one place. I can now easily manage support for social media, email, phone, etc. all on a single platform.
What do you dislike about the product?
There isn't anything I particularly dislike, but I wish the price was a little lower.
What problems is the product solving and how is that benefiting you?
I would say the two biggest problems my team has been solving with Freshdesk are productivity and support. This program keeps tracks of the repetitive tasks you do every day and you can automate it so it does them for you, which saves me a lot of time. I can keep track of all my support related conversations in one place, so I'm not forgetting to respond to one because I forgot to check.
Freshdesk
What do you like best about the product?
I really like the self help ticketing feature on this platform. It is very user friendly. I am not very tech savvy but was able to figure it out on day one of using Freshdesk. You quickly select the subject of what your ticket is about and document what the problem is. Usually in a timely manner, a response will be given.
What do you dislike about the product?
I dislike that it can take a while sometimes to get the response from customer service I am looking for. Although, my employer is from China so that more than likely is the cause of the time issue. Sometimes, the employees are not on the same page and I have to reenter the information.
What problems is the product solving and how is that benefiting you?
I really would not say that I have any problems with Freshdesk so far other than the above mentioned, time in response at times ( although my employer is from China so there is a 12 hour time difference).
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
One major benefit I have realized is after I create a ticket, it is so nice that my questions are organized in a column with the response below. It is very simple and user friendly to go back and find a previous ticket, or even to resend the information. If I am not happy with a response, I can resend my ticket as per the question at the end of the response: [Are you satisfied with this response?].
Recommendations to others considering the product:
Fresh desk is very user friendly and that's why I think its great. Not everyone is tech savvy and the help desk feature is so easy to use and anyone can figure it out!
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