Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Excellent product, excellent support.
What do you like best about the product?
Freshdesk provides with an excellent means of handling our service requests. We are a team of approx 20 professionals and this ticket system is most efficient in routing demands and allowing us to track and collaborate as a team.
What do you dislike about the product?
I don't dislike anything. Maybe enhanced printing of ticket lists would be nice. I know this makes no sense since the ticket system is such a fluid thing but I get this request a lot...
What problems is the product solving and how is that benefiting you?
Communications, communications, Is that not always the problem. We have reduced the "I thought you were..." problems greatly. Also a great reduction in the amount of emails and the confusion that follows.
A catered customer service portal
What do you like best about the product?
My favorite feature is how much you can customize everything. Reminders, SLA, hours, allocation, and so much more.
What do you dislike about the product?
The email reminders are still too frequent for my liking, regardless of all the options I've disabled.
What problems is the product solving and how is that benefiting you?
This streamlines the customer service experience.
Recommendations to others considering the product:
A tool is only as effective as its usage. Successful use of any tool requires consistent use. Be thorough, patient, and inquisitive.
Very Helpful and Inclusive Tool
What do you like best about the product?
I like how easy it is to collaborate with my team members and the quality of support.
What do you dislike about the product?
There are so many features that it was actually difficult to figure out what was important for my team and what wasn't
What problems is the product solving and how is that benefiting you?
We use it for client ticketing and reporting and to help manage the project management deliverables
Recommendations to others considering the product:
Spend a lot of time reviewing their own knowledgebase before trying to get started.
FreshDesk is easy to use and customize. Better than ZenDesk.
What do you like best about the product?
My MOST favorite feature is pasting images into the ticket notes. You don't have to upload them separately. You can type around them. You can resize them. It makes the "conversation" flow much more easily.
My second favorite feature is the customization. You can customize the data fields you collect and display on each ticket. You can also customize and define your own work flows.
My second favorite feature is the customization. You can customize the data fields you collect and display on each ticket. You can also customize and define your own work flows.
What do you dislike about the product?
If I have to think of something I dislike, I have to dig deep...
There are two tiny things that have frustrated me:
1. Customers with more than one phone number, or email address. Or sometimes a customer with more than one contact person involved with this ticket.
2. I can't always find a ticket I'm searching for. I wish that it would give more search points if a ticket has a certain TAG.
There are two tiny things that have frustrated me:
1. Customers with more than one phone number, or email address. Or sometimes a customer with more than one contact person involved with this ticket.
2. I can't always find a ticket I'm searching for. I wish that it would give more search points if a ticket has a certain TAG.
What problems is the product solving and how is that benefiting you?
1. I'm working on a mobile app startup, and within minutes I had my knowledge base & support site set up. It's GREAT!!
2. I also use it for software issue tracking. FreshDesk helps me track, prioritize and fix my bugs.
3. If my app gets an unrecoverable error, it sends an email to FreshDesk. FreshDesk then notifies me immediately. This helps insure that I deliver an excellent customer experience, even in the bad times.
2. I also use it for software issue tracking. FreshDesk helps me track, prioritize and fix my bugs.
3. If my app gets an unrecoverable error, it sends an email to FreshDesk. FreshDesk then notifies me immediately. This helps insure that I deliver an excellent customer experience, even in the bad times.
Recommendations to others considering the product:
When I was researching helpdesk software, I looked at both FreshDesk and ZenDesk.
FreshDesk was more configurable and easier to use, AND less expensive.
I also found their customer service to be very helpful.
FreshDesk was more configurable and easier to use, AND less expensive.
I also found their customer service to be very helpful.
Smooth as butter, nothing goes bitter!
What do you like best about the product?
The complete network and the way it is presented is absolutely incredible and for sure! Production is the output display for Freshdesk. Personally, i felt dealing with the emails was a piece of cake here. It kinda matched my vibes so perfectly.
What do you dislike about the product?
It always feels like a dream while I do my work in Freshdesk and the ease of using this application gets me carried away so much, it's just wow! On the whole nothing much to dislike because it's one of a kind and any negative if exists, is overlooked by me.
What problems is the product solving and how is that benefiting you?
It's just a whole bundle of every tiny tenny to huge bits needed for the proper functioning of an organization.
Recommendations to others considering the product:
Is there even an alternative for a recommendation?! As far as my experience counts, Freshdesk has helped me save a lot of time and when I enter inside, I know it's done already.
First Hand Experience
What do you like best about the product?
Customer response service time is awesome and we are loving it. No compatibility issue faced.
What do you dislike about the product?
Sometimes the issues such as lag, bugs are taking a toll in our life, but not frequesntly.
What problems is the product solving and how is that benefiting you?
Everyday I'm using it for calls, emails and SMS. Follow-ups are easy and I am offering better service with Freshdesk
Recommendations to others considering the product:
Helped us in staying connected with customers in real time and help them solve their problems. After the application of Freshdesk at our firm our technical support is much organized and accelerated. Freshdesk has significantly incresed our sales and my personal growth in the company.
Awesome
What do you like best about the product?
We like your UI and ability to handle emails in one place.
What do you dislike about the product?
Many glitches in Mint version. Sometimes these are not resolved at all. So we switched to an older version.
What problems is the product solving and how is that benefiting you?
We're able to reply on time.
Recommendations to others considering the product:
Yes, definitely.
Excellent CRM very expandable
What do you like best about the product?
Automation, price and the response time from their service team.
What do you dislike about the product?
I don't like the reply button as it replies the customer but CC's the last people on the email exchange even if it was logistics, management, another service tech.
What problems is the product solving and how is that benefiting you?
We run a multitude of issues through our CRM. Inventory movement, root cause analysis, warranty items, warranty extensions and much more.
Recommendations to others considering the product:
One of the great things about the freshdesk is the service. They respond to me usually within 20 minutes. It's actually kind of ridiculous. I use chat, or email. It's lightning fast. They take my recommendations and do the changes.
Great Support Management Tool
What do you like best about the product?
Ability to customize user interface and the set rules based on business requirements. Fresh desk allows easy organization of tickets coming in and coordination of support efforts in reaching client satisfaction.
What do you dislike about the product?
Development takes a long time to visit enhancement or improvement request submitted by users. Features that can help are submitted but take too long to be implemented in future releases.
What problems is the product solving and how is that benefiting you?
We are trying to solve our daily support queries that client submits. Freshdesk allows us to categorize each incoming tickets based on severity, category or type. The filter feature is great for allowing to view only tickets that meet a specific criteria.
Great software with a professional support team
What do you like best about the product?
Freshdesk streamlines our customer support process significantly, with an intuitive interface, canned solutions, FAQs, etc. It saves us a lot of time and our customers love it. When we have questions or need help, the Freshdesk support staff is quick to respond, knowledgeable, and professional.
What do you dislike about the product?
Ticket threads are displayed with the most recent interaction at the bottom and I wish it were at the top. Perhaps there is a way to change this, but I haven't found it (and I haven't asked about it).
What problems is the product solving and how is that benefiting you?
We are a small company with a large number of customers. We have a strong reputation for providing excellent technical support to our customers, and the process needs to be as streamlined as possible. Freshdesk minimizes the time to provide support, and at the same time makes it easier to provide high quality support. We have recently begun using Freshsales as our CRM and the integration with Freshdesk is really useful.
Recommendations to others considering the product:
Consider other apps from Freshworks and how they work together. Take the time to trial multiple products, and interact with their technical support staff.
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