Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Unable to change password using Freshdesk
What do you like best about the product?
Quick response from customer service associates
What do you dislike about the product?
Nothing comes to mind of what I disliked.
What problems is the product solving and how is that benefiting you?
Submitting work tickets for business related software help/needs. Benefits is that it's user friendly, doesn't take much time.
Quick and well done ticket resolution
What do you like best about the product?
The quick response from the beginning and the knowledge the associate showed.
What do you dislike about the product?
I wish the interface could be a little less convoluted.
What problems is the product solving and how is that benefiting you?
Issues with computers. Alerts are working really well for new tickets.
Freshdesk was able to help us create a support system with everything we needed.
What do you like best about the product?
The ticket fields section is easy to manage and update when needed. Overall the support system created for us fit everything we needed. Before we used Zendesk but they didn't allow for as much customization or have an easy way to sort inquiries. When we used Zendesk there were only 4 of us. We are now more than 10 users and without any problems.
What do you dislike about the product?
The search function is sometimes lacking, sometimes it works and sometimes it doesn't. I don't know what the issue is but it isn't major. I also don't like that there isn't a way to program actions when someone writes to us from facebook.
What problems is the product solving and how is that benefiting you?
All inquiries are reported and automatically assigned to agents from email, this allows us to not miss any opportunities. The notification system has helped us cut losses from missed opportunities.
Recommendations to others considering the product:
If you're unsure about Freshdesk being the right software, I urge you to ask for a Trial. We thought we had a good software before, it wasn't until our boss used the trial that we realized this is what we needed after all. The proof is in the experience.
Easy to use and implement.
What do you like best about the product?
Great GUI, easy to use, easy access to update tickets.
What do you dislike about the product?
You kind of get lost on child tickets. There's no easy/quick way of knowing the parent/child tickets and the same with linked tickets.
What problems is the product solving and how is that benefiting you?
Techsupport, quicker response and expectations.
Recommendations to others considering the product:
Establish a well defined structure for all departments/agents.
Review for FreshDesk
What do you like best about the product?
We like the look of the new Fresh Desk. Very nice.
What do you dislike about the product?
We dislike that you cannot BCC someone when sending a brand new email. Only can do this when replying. Would benefit us if we could BCC to all emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
Also, you cannot put more than one person in the "to" section when sending an email. You have to CC the rest, which gives the risk they will be un-CC'd and will not be seing these emails.
What problems is the product solving and how is that benefiting you?
We use this to reply and keep track of customer questions and issues. It helps us to see what type of resolution there was for any issues.
Freshdesk the best work tool for my contact center
What do you like best about the product?
I love quality indicators, preset responses are the best. Thanks to private notes, you don't miss anything from the follow-up.
What do you dislike about the product?
I like everything, -------------------------------
What problems is the product solving and how is that benefiting you?
Now I have much better control of tracking the cases, almost nothing escapes us.
Very simple to manage and practical for the clients
What do you like best about the product?
The integration with Jira Software made my whole operation automated and simpler
What do you dislike about the product?
I would like to have a way to build my own reports, save them and have them automatically exported to my mail monthly
What problems is the product solving and how is that benefiting you?
It gave us a centralized communication channel with our clients and automated our inner processes with the dev team
Quick and easy
What do you like best about the product?
The support is what I like to call quick and easy. I had prompt replies, and never was j asked for information that was irrelevant or unnecessary. The problem was resolved quickly.
What do you dislike about the product?
There is nothing ireally dislike, I personally think that this is one of the few companies that I have actually received professional and helpful support like this.
What problems is the product solving and how is that benefiting you?
I am solving problems that involve issues with our software, and computer issues. So far, it has totally exceeded my expectations
Very easy to use and great support
What do you like best about the product?
The integration with Salesforce is very easy to use and very helpful
What do you dislike about the product?
it would help to have the ability to mange accounts in a more organized way
What problems is the product solving and how is that benefiting you?
Helps the support team manage the tickets
Excelent service
What do you like best about the product?
The intuitively system and options available
What do you dislike about the product?
No auto refresh for tickets once they are zeroed
What problems is the product solving and how is that benefiting you?
All in one help center.
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