Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Connect with your customers in the fastest way!
What do you like best about the product?
FreshDesk allows you to connect with the customers through many channels as email, chat, social network (twitter, facebook) as well as track the ticket management until resolution, even providing knowledge data base and reports capabilities. FreshDesk also has SLA's management in order to have a better control of the attention time when is escalated a ticket. Another of the features that I really like is the integration with your own website as you can make your customers be able to open tickets from your own web page. One of best features is the access as an agent to you main board using the mobile apps available for Android or Apple, so you can access from anywhere and have control of your tickets.
What do you dislike about the product?
The reporting in the Sprout plan is very limited as well as some security options like the helpdesk restriction.
What problems is the product solving and how is that benefiting you?
The communication with the external customers is one of the issues that have been solved with FreshDesk as we have other comm channels and the information is automatically converted into a ticket which is traceable and manageable. The customers also have access to a wide knowledge base where they can consult and solve most of the issues they were contacting to our contact center before.
User-friendly
What do you like best about the product?
Easy to use and it will be more helpful for handling end users in a proper way.
What do you dislike about the product?
Nothing much to dislike about the feature of this product.
What problems is the product solving and how is that benefiting you?
Solving/Clarifying the end users queries.
Easy and flexible solution that you didn't know you needed!
What do you like best about the product?
The automation tools make organization easy. You can categorize, assign, or add tags all by the content in the ticket.
What do you dislike about the product?
They hide the spam tickets. When I was setting up the process, I didn't realize my "test 123" messages were marked as spam and hidden.
What problems is the product solving and how is that benefiting you?
Prior to Freshdesk, all help emails were sent to people's inbox. Coordination and tracking when responses were due were a pain and led to extra work. Freshdesk takes all of those pain-points away. Now everything is categorized and assigned and not lost in everyday email.
Recommendations to others considering the product:
It's an easy setup that will help streamline your support flow. You'll save time to make up the setup time very quickly.
Excellent Support - GReat Software
What do you like best about the product?
The tech support help me during all the implementation and configurations to get the software ready like SaS in his systems, very good knowledge base and software works as expected
What do you dislike about the product?
Since this is SaS, sometimes is good to get more access to backend configurations related to the instance or other not available customizations, but all worked as expected
What problems is the product solving and how is that benefiting you?
ADFS and SSO with custom portals
Recommendations to others considering the product:
Great software, great support, they guide us during entire implementation
Good, Fast, Amazing support
What do you like best about the product?
They understood me correctly for what I wanted. My problem was answered so fast.
What do you dislike about the product?
Nothing really I've dealt with the freshdesk support and never have I disliked anything.
What problems is the product solving and how is that benefiting you?
Easy comprehension of what need to be done for our day.
ex; The way that freshdesk show you your open ticket and the easy to read interface is just time saving for us.
ex; The way that freshdesk show you your open ticket and the easy to read interface is just time saving for us.
Recommendations to others considering the product:
I recommend because.
- easy to configure
- great support if you have any questions
- love fresh and up to date
- much much more...
- easy to configure
- great support if you have any questions
- love fresh and up to date
- much much more...
Freshdesk
What do you like best about the product?
Freshdesk is always making updates to enhance their product. I've been using for 5 years and the primary manager of the application. Few flaws and very simple to use.
What do you dislike about the product?
No dislikes I can think of at the moment.
What problems is the product solving and how is that benefiting you?
We need to be able to track issues by client and ensure all the troubleshooting and resolution takes place in a timely matter that can be accessed by several internal people so Freshdesk allows us to ensure this happens our customer support team.
Freshdesk inspires us to give better customer service every day
What do you like best about the product?
It's easy to reach out to Freshdesk whenever we need help.
What do you dislike about the product?
Occasionally, Freshdesk spam filters are too strong. However, they have an option to have it disabled.
What problems is the product solving and how is that benefiting you?
We receive hundreds of emails on a daily basis, we needed a support system that would classify emails in priority where each ticket can be assigned to different agents or departments. The main benefit of Freshdesk is that it is really easy to manage emails
Recommendations to others considering the product:
Save yourself the trouble and simply choose Freshdesk
Amazing software that covers all our small company needs at a low price.
What do you like best about the product?
I like the fact that there is a lot of benefits with your free plan but this gives our company a good starting point without heavy investing with the option to increase features at a later stage.
What do you dislike about the product?
Nothing really. Everything so far is great.
What problems is the product solving and how is that benefiting you?
Multiple products takes care of helpdesk, sales and recruiting.
Perfect application
What do you like best about the product?
I like the way this is designed and built. Within minutes you can create a portal. Easy to configure and a great ultra fast support team. Special applause for the support I got from them.
What do you dislike about the product?
Nothing much to dislike as far as my usage is concerned.
What problems is the product solving and how is that benefiting you?
With Freshdesk, it is simple to manage tickets. It removes a lot of burden.
Great for our Digital Support Team
What do you like best about the product?
As a manager I can pull reports very easily and at a glance see what emails the team are working on, and what's in the inbox.
The Help Centre allows you to quickly prepare and publish articles and the WSIWYG editor is very intuitive.
The reporting really is very good.
The Help Centre allows you to quickly prepare and publish articles and the WSIWYG editor is very intuitive.
The reporting really is very good.
What do you dislike about the product?
Recently Freshdesk changed to a new UI "MINT" which isn't as intuitive (for me) as the previous UI. Tags for example (which allow you to easily search reports) aren't in an intuitive place and get missed.
What problems is the product solving and how is that benefiting you?
Reporting on email workload. "We're receiving loads of emails" is now "We receive on average 40 emails a day and had a 43% increase in emails in February". This has helped us be able to request assistance from another office in the US to work on this following the sun.
Recommendations to others considering the product:
Cheaper than their call centre competitors and very easy to customise and use.
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