Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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HelpDesk Software for Small Business is called FreshDesk and You Need it More Than You Know
What do you like best about the product?
FreshDesk enables ticket processing and has an excellent ticketing, assignment and escalation system. The solution enables a knowledgebase that keys off requests for information or a contact and shows articles that enable customer self-service. This is a key element to the tool suite. The reporting is excellent and the integration between FreshDesk and CRM enables single view of the customer, satisfaction tracking and apostle identification.
What do you dislike about the product?
Everything requires SSL/TLS today. Security is important. If you use CNAME records to redirect to a subdomain, you will need to purchase an SSL certificate that is $190 a year. Most SaaS forms offer that for free but not so with FreshDesk.
What problems is the product solving and how is that benefiting you?
Customer self-service using knowledgebase, extending SEO using knowledgebase, tracking customer satisfaction and identifying apostles through tickets, accelerating responsiveness to customers and driving brand value.
Recommendations to others considering the product:
Freshdesk is really a great asset for small business owners. With a little help from someone building your knowledgebase, you can have customers self-serve on routine questions and improve your productivity by 10 20 or even 30%. Freshdesk helps you not "chase your tail" on every service inquiry AND it enables customer satisfaction tracking and integration to CRM to help you identify your apostles and referrals.
Great platform for organizing support tickets
What do you like best about the product?
Easy to categorize tickets. We like that we can edit the subject line. This feature makes it easier for us to link the ticket to an existing order number in our main system.
What do you dislike about the product?
The search function could use improvement. It would be great if searching for keywords would display the most recent tickets first.
What problems is the product solving and how is that benefiting you?
Visibility for management to see whether or not a customer's inquiry has been handled properly.
Freshdesk - Great user experience
What do you like best about the product?
The swift response when making contact with their support teams. Also the details that you are able to gain from the reports functions as an administrator. From a user perspective it helps to manage within our company work floe for teams and monitor their progress.
What do you dislike about the product?
Nothing currently and I have been using Freshdesk for nearly 5 years now with 2 separate companies
What problems is the product solving and how is that benefiting you?
We can identify areas that need improving with in our departments to enhance the customer experience for example in Customer Service teams.
Also enables us to see how efficient our teams are and set SLA that stretch the teams but that are still achievable
Also enables us to see how efficient our teams are and set SLA that stretch the teams but that are still achievable
Simple, effective ticketing tool.
What do you like best about the product?
Freshdesk makes interaction with customers so simple and easy. The dashboard is clear and easy to understand. It's easy to view tickets, respond, change status, attach documents and receive feedback.
What do you dislike about the product?
Nothing that I've found so far! The tool makes ticketing really effective.
What problems is the product solving and how is that benefiting you?
Customer comments, concerns, complaints.
An helpful, performing and pleasant HelpDesk
What do you like best about the product?
Interface is so nice and really intuitive. Automations help consultants to deal with the tickets.
What do you dislike about the product?
There is not a deployment guide to deploy Freshdesk to another customer.
So we have to do it on our own.
So we have to do it on our own.
What problems is the product solving and how is that benefiting you?
- Customer follow-up with ticket references.
- Improving satisfaction with satisfaction survey.
- Check group & consultant performances
- Add gamification and strenghten motivation for the consultants.
- Improving satisfaction with satisfaction survey.
- Check group & consultant performances
- Add gamification and strenghten motivation for the consultants.
Freshdesk was faulty
What do you like best about the product?
It is clear, concise and easy to navigate through
What do you dislike about the product?
the order of the replies from customers are sometimes not in the right order which makes it harder to read the conversation.
What problems is the product solving and how is that benefiting you?
IT issues, customer queries
Looking for Helpdesk tool go with Freshdesk
What do you like best about the product?
Tool features, customisation and support from the team.
What do you dislike about the product?
More features to be added to basic plans
What problems is the product solving and how is that benefiting you?
Generating records for our clients' issues in the form of a ticket.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
It is easy for a company to have multiple people working on one ticket(not depending only on one person for work) as it has the flexibility of having the transparency in the work.
The best ticket system we have used so far!
What do you like best about the product?
Freshdesk's interphase is clean, user-friendly and visually attractive.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
As a helpdesk user/admin, it has been very simple to customize the system to fit our team's needs. Additionally, their customer support is on point, we never have to wait more than a few minutes to get an agent to help us with whatever issue we are trying to solve.
What do you dislike about the product?
So far, we have not found any deal breakers in their system. I love that the correspondence between my agents and our customers feels and looks just like any other email chain we may start using outlook.
What problems is the product solving and how is that benefiting you?
Help desk analytics are very easily obtainable. The metrics we use to follow our team's performance can be set up in just a few minutes and adjusted as much as we need to without any advanced admin skills needed.
Recommendations to others considering the product:
I particularly appreciate the support during our trial and onboarding periods. Our sales rep Madhu is always on top of things, ready to answer anything related to technical, billing or functionality questions. They were also quick to help us with custom apps when their out-of-the-box product didn't cover something we were inquiring about.
Best helpdesk software I've used!
What do you like best about the product?
Very hard to name just one thing that I like best about this software.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
It's a very highly customizable helpdesk software. Integration with so many different applications makes it easy to manage different parts of the business in one application. It's so simple to use and set up the way you want. Maybe the best part is their support group, which is excellent. They really care about their customers and you can really see that in their approach.
What do you dislike about the product?
I can't really think of anything that I dislike about Freshdesk.
What problems is the product solving and how is that benefiting you?
We were able to set up rules to take manual work out of our Accounting group. It saves them so much time that they can utilize to focus on other tasks.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
You can set rules where the system emails groups outside of Freshdesk with any information from the ticket. That group or individual would then need to just simply reply to the email and the system will add that information to the ticket. This not only saves time but also money that would be spent on extra agent seats.
Recommendations to others considering the product:
Talk to the Freshdesk support about your needs. They will work with you and walk you through every step.
Freshdesk is a convenient and helpful tool for Customer Service
What do you like best about the product?
Very easy to set up
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
Can create many templates such as FAQs and Canned responses that improve response time and consistency
Easy to navigate with a good UI
What do you dislike about the product?
The new mint experience doesn't support Shopify integration.
What problems is the product solving and how is that benefiting you?
Helping our customers with prompt and high quality customer service solutions.
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