Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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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!
Customer ticketing made easy
What do you like best about the product?
Freshdesk makes it super easy to see customers recent tickets so you can keep communication clear and you don't repeat what's already been done (unless needed). It has made a great difference in how we can help our customers.
What do you dislike about the product?
Not much complaint about other than managers have made a point to say they would like more stats and analytics.
What problems is the product solving and how is that benefiting you?
We needed a platform that would allow us to help our customers with any issues they may have and this has been super helpful. I can't say its the best out there cause I'm not sure but it has been wonderful for our organization.
Easy to use
What do you like best about the product?
Centralized console to view all customer interactions
What do you dislike about the product?
Freshdesk can currently feel some kind of "lag" when using It
What problems is the product solving and how is that benefiting you?
Customer support
Freshdesk
What do you like best about the product?
The software is by far the easiest to use and with strong customer support - they will assist and resolve problems very quickly. Also they ae able to support the integrations of the 3rd party apps as well providing a strong eco-system.
What do you dislike about the product?
Some integrations in the new version currently do not work. They are working on it but I do not like the fact that they are forcing everyone to the new version and no way to saty on the older until all integrations completed.
What problems is the product solving and how is that benefiting you?
Streamlined the communication for all our customers to te point that many log their tickets by going to the our portal - something that surrised us. The chat feature is also quite strong and has added another element for us to better answer support questions.
Recommendations to others considering the product:
It's one of the key tools to run your business and is a must have - period.
Great Software for Supporting Clients
What do you like best about the product?
Ease of use. It's easy for customers to get ahold of us and vice versa. Their app is great too!
What do you dislike about the product?
There is a bit of a learning curve and a lot of fields. Sometimes tickets can get lost due to the automated scenarios. But some of that could be due to improper setup.
What problems is the product solving and how is that benefiting you?
We provide our customers with a tracking platform that helps users track their digital marketing efforts. Things can get complicated quickly. Freshdesk helps us log and catalogue issues with an efficient escalation process to the proper departments.
Recommendations to others considering the product:
Best product for supporting your clients technically. The UI is very intuitive and easy for our clients to use. They also did a great job at integrating with out product to allow clients to submit tickets/feedback directly from our own dashboard.
Very Good Product
What do you like best about the product?
Very easy to use and setup, very nice interface makes it very fast and easy to use from all user points of view, lovely themeing, great FAQ for users, nice emails that get sent to users
What do you dislike about the product?
The cost but can you put a cost on good products that let you provide better services?, the lack of themes and plugins but this can be solved with some in house work.
What problems is the product solving and how is that benefiting you?
I.T Services
Recommendations to others considering the product:
Yes, god yes, without question you need to use this!!
Really cool
What do you like best about the product?
From what I have read this is an amazing company
What do you dislike about the product?
I have yet to try it to its full potential so I do not know yet
What problems is the product solving and how is that benefiting you?
Freshdesk helps the company grow and in many ways.
Freshdesk is a fresh take on customer support!
What do you like best about the product?
I like having desktop notifications and the phone app, both keep me connected to our clients so that I can help them in real time.
What do you dislike about the product?
I dislike that if I have Freshdesk open on multiple platforms sometimes I will not get a notification of a new ticket on all of the devices.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to communicate effectively with our clients in order to maintain customer satisfaction with our software. Our clients love that we respond within minutes of them sending in an issue and that it is by a real person and not a computer.
Recommendations to others considering the product:
Implement Freshdesk and hit the ground running with your support team!
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