Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Awesome tool for managing customer requests
What do you like best about the product?
The ease of use is great, and I like how the office can better communicate on customer inquiries and support tickets.
What do you dislike about the product?
Although I like how it works, I find it updates too slow. I want to see items off my list quicker. It is possible that the new "Mint Experience" would be better, but I tried it for a day and disliked the interface--I'm sticking with the older view. Not sure who designs these interfaces, but I think that in the hope of looking clean and modern, it loses functionality.
What problems is the product solving and how is that benefiting you?
I think the key to good business is effective communication--within the organization, and with our outside customers. Freshdesk helps us communicate much better.
This tool helps us give the best support
What do you like best about the product?
I love how you are able to view everyone's tickets, share the workload and follow the progress of a ticket by watching a ticket, to see when a response is sent or received even if it is not assigned to you. I love the dashboard analytics as well as the automated notifcations that may be sent to certain person if a ticket is left unattended for a certain amount of time.
What do you dislike about the product?
We do not make use of all of Freshdesks nifty features. The only dislike is you are not able to reverse the merging of a ticket if you incorrectly merge two ticket threads together.
What problems is the product solving and how is that benefiting you?
We are able to resolve queries alot faster, we are also able to get feedback/input from multiple users. This helps us with our turn around time.
Recommendations to others considering the product:
You will not be disappointed
Review request
What do you like best about the product?
simple easy to use product that meets our business requirements
What do you dislike about the product?
Cant think of anything in particular. Maybe admin can be a little easier?
What problems is the product solving and how is that benefiting you?
Customer support
Full of features and reasonable pricing
What do you like best about the product?
The many features of freshdesk that are included compared to zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
Customer service is always quick to respond
And is also cheaper than zendesk
What do you dislike about the product?
The issue of the system not picking up phone numbers if there is a space between them
What problems is the product solving and how is that benefiting you?
We use freshdesk to keep track of our large incoming emails and also for sales
Everything you need to communicate
What do you like best about the product?
It doesn't matter if it's for 1 worker or for 300, FreshDesk is a basic work tool for any business where online communication is essential. I have no words to describe the ease of use, scalability, and power of FreshDesk, all with just a couple of clicks. And let's be honest, money is what matters and FreshDesk is really economical.
What do you dislike about the product?
The update to the Mint interface has been somewhat slow, the new Agent access system is somewhat inconvenient, especially for less experienced agents, and it causes you to lose some ability to manage the agents with things like not being able to customize the agents' names. More placeholder options are needed, as well as a public list with all of them.
What problems is the product solving and how is that benefiting you?
Standardized communications, template responses, brand image, and high volume of communications.
Flawless use of Freshdesk!
What do you like best about the product?
We've been using Freshdesk since March o f 2013, best return on investment we've ever made.
What do you dislike about the product?
Nothing yet. We keep it simple, so far so good.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for all of our Maintenance and Setup requests.
The benefits have been pulling up old setup requests to see what was done previously or to see if a maintenance request has previously been requested for the same problem.
The benefits have been pulling up old setup requests to see what was done previously or to see if a maintenance request has previously been requested for the same problem.
Recommendations to others considering the product:
It did everything we needed, then some and the entry price was inexpensive.
Great investment!
Great investment!
very easy
What do you like best about the product?
fresh desk is very easy can organize all tickets and can set it with the priority for each ticket , and merging tickets are very useful way to can sort all correspondence in one ticket
What do you dislike about the product?
when i am merging tickets by mistake i can't release it
What problems is the product solving and how is that benefiting you?
we are working in the operation team , we are helping our colleagues in branches to confirm their bookings , waiving charges for hotel booking , amend bookings
Recommendations to others considering the product:
fresh desk is very helpful and very easy to use
Easy to use and track
What do you like best about the product?
Freshdesk is very easy to setup and use daily to track tickets! Also easy to access help with Chat.
What do you dislike about the product?
nothing right now everything is working just fine
What problems is the product solving and how is that benefiting you?
Helpdesk trackers
Awesome product!
What do you like best about the product?
I'm a big fan of the custom views and all of the different options for updating ticets
What do you dislike about the product?
Nothing comes to mind, but if something does then Support is always very quick and helpful.
What problems is the product solving and how is that benefiting you?
Ability to track frequency of certain problems, answer emails more quickly, easier to make sure nothing is missed.
So far so good
What do you like best about the product?
Fast and responsive support. Web based platform
What do you dislike about the product?
Unexpected downtime, incomplete features and often the lack of multi language functions.
What problems is the product solving and how is that benefiting you?
Pre and post sale customer questions, software technical support, logistics
With Fresh Desk we get better reporting
With Fresh Desk we get better reporting
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