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.
Excellent platform for tracking and incident resolution
What do you like best about the product?
Receive customer requests through a platform where I can constantly monitor their importance as problems, incidents, questions, etc. in order to channel solutions and timely response, every time a ticket is created, it sends me an email copy to my email what I find excellent in this way I generate backup copies on my computer, offers response times which is great for customer satisfaction and accelerates the solution of each ticket.
What do you dislike about the product?
I would like to offer the option of inserting documents in the ticket in this way to insert images that support the arguments sent by the client in order to take a better detail of the information.
What problems is the product solving and how is that benefiting you?
Me allowed to provide timely solutions to customers through a customized platform, allowing for the distribution of the ticket between the team and also to display all the information in one panel, which in fact we can resolve each of the situations in real time, having a personalized domain has brought us the benefit of giving confidence to customers, it is an excellent tool for general monitoring allowing to achieve customer satisfaction. Your panel shows all the detailed information which allows you to contact it quickly.
Recommendations to others considering the product:
I recommend this application not only for the trust generated by the personalization of a business domain for the reception of insidences or questions by customers but also because it is a perfect control platform which allows through an easy interface to respond to each application submitted and go receiving notifications of their status as well as time for your response, I consider it a good tool that groups all the generated sources allowing monitoring and timely response to achieve customer satisfaction.
Help desk
What do you like best about the product?
I have used this tool for my project work and it is very simple and easy tool to raise tickets regarding problems and track the same to resolve the issues faster.
What do you dislike about the product?
I have seen that this tool is used very frequently by the users and there is nothing to be dislike.
What problems is the product solving and how is that benefiting you?
I have raised so many issues with the help of this tool and get them tracked and resolved very easily. It also save time by automating the repetitive work.
Recommendations to others considering the product:
I would recommend to use this tool as it is very fast and simple to raise and track issues.
All help at one place
What do you like best about the product?
It is a customer support software based on cloud. This tool provide us a good customer service and it is very popular.
All the customer service like phone calls ,emails and social networking sites like Facebook are incorporated.
Also user can edit and track the ticket status any time.
All the customer service like phone calls ,emails and social networking sites like Facebook are incorporated.
Also user can edit and track the ticket status any time.
What do you dislike about the product?
I think there is no issue with this software. It's very simple and easy to use.
What problems is the product solving and how is that benefiting you?
Basically I have used this software to provide the support to customer.
We can raise and track tickets.
It's very simple and easy to use due to its GUI compatibility.
I would recommend to use this tool on regular basis.
We can raise and track tickets.
It's very simple and easy to use due to its GUI compatibility.
I would recommend to use this tool on regular basis.
Recommendations to others considering the product:
It is a very easy and simple tool to raise and track tickets and provide customer support.
All at one place
What do you like best about the product?
It is a cloud based customer support software. It is most popular help desk tool. It helps to provide great customer service. It incorporates all the services like email, chats, phone calls. Along with them it also integrates social channels like facebook etc. It allows the customer to track the status of their tickets easily.
What do you dislike about the product?
For now i donot have any issue with this software. It is very smooth and stable. It is easy to use.
What problems is the product solving and how is that benefiting you?
Helpdesk is used in my office for customer support. It is used for raising tickets, to send emails, to automate the IT workflow. The UI is simple and thus customer can easily use it. It is linked with social serices like facebook, twitter.
Number 1 tool for better supporting customers
What do you like best about the product?
I absolutely love the abilities I've gained with Freshdesk. As a company that is customer-oriented, we needed something to better organize how we dealt with customers and how different sales people and agents are assigned to work with a client. This unifies the whole scope of what we do and also has a beautifully done mobile app.
What do you dislike about the product?
I feel like the software kind of evolves with you as you use it. If I could go back I would setup things a little differently but overall it works great.
What problems is the product solving and how is that benefiting you?
Customer focus, assigning roles, organization, etc
Recommendations to others considering the product:
If you are needing a product that really helps you develop aim and a company wide focus on dealing with customers, please consider this.
Great ticketing system
What do you like best about the product?
Straight forward setup and easy to use. Also I like that I can check/replay/create ticket right from my smart phone.
What do you dislike about the product?
Only thing I disliked is that is didn't find it sooner.
What problems is the product solving and how is that benefiting you?
Need a ticketing system that could be access outside of the network. This solved that problem quickly.
Personalized response to each of the requests generated by customers.
What do you like best about the product?
What I like most about this application is the personification that gives to provide a domain for the reception of questions, incidents or any other request that customers want to make, offers a support platform for tracking incidents at a low cost, account with an easy task panel which allows me to receive and send emails, sharing with some team member pleases me especially because it establishes a response time once the type of incident is presented, which allows a timely response in the time lapses established and earning customer satisfaction.
What do you dislike about the product?
I would like this application to allow me to insert documents to support some cases such as images, invoices, etc., in this way to make the presentation of each application easier.
What problems is the product solving and how is that benefiting you?
Through the notifications of arrival of each application we have been able to give an optimal response to the client, with which we have managed to be grateful and happy for the prompt response provided, it gives me the benefit of being able to visualize in a single panel the customer requests and in turn verify the status of each as well as being distributed in the work team for the good performance of daily activities in function of providing good service.
Recommendations to others considering the product:
I consider that this application is important because it allows to keep track of the requests made by the clients through personalized response through an established business domain, allowing to verify and give a quick response, besides this I recommend this application because it is a way to group Support requests and give the importance that is required to achieve customer satisfaction.
Thank god this service exists!
What do you like best about the product?
Flexibility and stability on the service.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
Easy to use, and easy to teach users to know the how-to's.
Having the ability to use other tools this site offers.
What do you dislike about the product?
The only thing i dont like about this service is the inestability on the iOS app. Sometimes I can't even respond to a email because the button goes out in a second.
What problems is the product solving and how is that benefiting you?
Our company started using this tool almos a year ago.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
We were a caos of a IT company, all of our clients contacted us from various sites and ways, and managing this, was a challenge.
Since we started using this tool, all of our clients now use this platform, helping us to centralize and organize the tickets, request, etc.
We have aprox. 20 clients and within them almost three hundred computers. Inside an a IT company who does primarly Helpdesk and Network infraestructure you can realise there is always something to fix, and thanks to this tool we managed to sort most of our problems, arranging from centralizing tickets and requesters in order to have our labor day organized and siplifying our job.
Oh, a plus? Now there is a service called freshping wich with it I now im able to monitor sites, public IP addesses etcetera in order to know if my client's site/app is down or he just forgotten to connect his computer to the correct WiFi, believe me, it does happen often.
Recommendations to others considering the product:
My review displays my needs, and many IT workers needs.
Simple & Effective
What do you like best about the product?
Automates the process of ticket creation. Provides the ability to have live chat with users.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
Emails sent to the portal are automatically converted to tickets.
Reports and dashboard are easy to manage.
Is able to handle large amount of data.
What do you dislike about the product?
When you load a ticket which has multiple email threads (around 80+) the browsers start to misbehave
What problems is the product solving and how is that benefiting you?
This is a tool we are using for problem management. The entire team is using Freshdesk to support our customer base. It helps the team members to communicate internally .
Also provides the options for live chat & built in Knowledge pro
Also provides the options for live chat & built in Knowledge pro
Recommendations to others considering the product:
Freshdesk is very effective and useful tool for managing customers tickets.
It is simple to use and work with. No user training is required to start using this solution
It is simple to use and work with. No user training is required to start using this solution
Great features to perform a relentless assistance to the user
What do you like best about the product?
This software has very good quality, it is simply clean, innovative, minimalist and offers an assistance that does not compare with other software. The best companies use this software so that customers are satisfied with their service and they are, my clients do not stop telling me how well we do our work and how we serve them.
What do you dislike about the product?
Nothing that could displease me, Freshdesk is constantly working to make their software the best, and it is, every day we see the differences that mark us and we thank them.
What problems is the product solving and how is that benefiting you?
Freshdesk has been developed in my company perfectly, while it is easy to use to improve the experience, above all the best features would be that it is based on the cloud, our company is better included and with better visions towards the future thanks to Freshdesk .
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