Freshdesk Omni
Freshworks Inc.External reviews
3,548 reviews
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External reviews are not included in the AWS star rating for the product.
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.
New Customer Experience
What do you like best about the product?
The product is great, but what stood out was the outstanding customer support and response time - in helping us setup.
What do you dislike about the product?
After having compared to two other products we decided to go with Freshdesk. Nothing so far that we dislike.
What problems is the product solving and how is that benefiting you?
Our customer support
Recommendations to others considering the product:
Best sales engagement as compared to its competitors
A breath of fresh air & very intuitive
What do you like best about the product?
We just started using Freshdesk as our Technical Support interface for both internal and external customers. Learning how to navigate Freshdesk and all its features has been very easy and intuitive.
What do you dislike about the product?
When forwarding a ticket to a non-Agent, the history of the entire ticket is not included.
What problems is the product solving and how is that benefiting you?
Freshdesk is a very efficient way to track, monitor, and assign tasks compared to our old way of using MS Outlook. It's almost impossible now to forget or miss responding to every incoming question.
Easy to Use Help Desk
What do you like best about the product?
Easy of setup, expandability, ease of use for both users and Techs, personalition, and the excellent support.
What do you dislike about the product?
I think at times it can lock you into the presets vs letting you customize the way you needed it. Can be limiting
What problems is the product solving and how is that benefiting you?
Our tickets system for users in our business
Intuitive and Effective system that can be tweaked to suit Dynamic Business Conditions!
What do you like best about the product?
The easy user interface with minimal training support required - the reporting - the ability to see live dashboards!
What do you dislike about the product?
nothing so far! oh yes - if only i could customize the name for the system users from 'Agents' to a terminology more suited to our org culture.
What problems is the product solving and how is that benefiting you?
We are using Freshdesk as our soultion to serve our Associates - we are intuitive and slick centralised HR team team serving 3,500 + associates!
Recommendations to others considering the product:
HR departments that value their resources like a Customer.. should definitely explore this option.
Easy to use app
What do you like best about the product?
Easy to use and navigate. I like the social media plug ins too.
What do you dislike about the product?
Tickets aren’t able to be tracked for assessment.
What problems is the product solving and how is that benefiting you?
This is an easy to use helpdesk option for customers.
Simple and light, yet powerful. Thanks to this help desk we increased performance by 240%!
What do you like best about the product?
Knowledge base and ability to create auto response based on articles written there. It is helping us a lot. We just upload all user manuals and tutorials there. Now almost 50% of customers just find answers on their own.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
It is easy to create ticket form and send specific ticket to specialized agent.
Build in forum can be also used for support or just like internal discussion group.
Build in achievement "game" is just perfect -when technical engineer answers questions they receive points and special badges. It's fun and make them work faster.
What do you dislike about the product?
It's not easy to create different pages with different ticket forms. You have to edit page code. Maybe its not a problem for website designers when and when you know java, but it should be easier for less advanced users.
What problems is the product solving and how is that benefiting you?
More ticked answered, faster response and knowledge portal - thanks to this we increased sales, overall happiness of customers and improved product that we sell.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Also, we hade to deal with support that was provided to our customer customers (we are manufacturer, we sell to distributor and he is selling to end user). Usually when they bought product, they was unable to revive proper support. Now we can monitor quality and response time of our partners and our internal tech team.
Recommendations to others considering the product:
Give it a try for a month - you will never switch back to standard ticketing systems.
Affordable customer service ticketing
What do you like best about the product?
In a price-per-feature evaluation, Freshdesk is great. It gets the bare basics out of the way and has a variety of customization options. We moved from an home-made internal-only ticketing system to Freshdesk and we really appreciate the recordkeeping of client communication and being able to look at all our teams stand in a glance.
What do you dislike about the product?
Very poor support of customers that don't have an email address, or mixed corporate customers where initial contacts may not have an email address, but their supervisors that need to watch the ticket do. Have to rely on a separate system for internal project tracking/planning. On lower-tier plans (or maybe all plans?) unable to do customer-centric reporting (such as ranking customers by complaints) or considering external stats for reporting (such as comparing number of calls logged in phone system for a client against the number of complaints or errors generated for that client). But then again, the price other systems charge (IF they offer those things) is often far too much for the benefit provided.
What problems is the product solving and how is that benefiting you?
Collecting, tracking and responding to client complaints for a 3rd party call center. Ensuring prompt responses and tracking performance and errors over a long period of time.
Great Product, Great Support
What do you like best about the product?
Ease of use, customization, and the support is fantastic.
What do you dislike about the product?
I'd like the opportunity to build custom reports and customize the dashboard based on user account.
What problems is the product solving and how is that benefiting you?
We use it for logging and processing IT tickets, Marketing requests, and Customer Service. With this product, we have more visibility into our daily operations, we can better identify issues, and improve planning. It also allows us to improve our customer experience by allowing our Customer Service team to respond to requests more quickly.
Recommendations to others considering the product:
This system is far superior to other help desk products i've previously used. It's easy to use and administer, and has a ton of functionality. Buy this product.
I have tried other support ticket platforms and keep coming back to Freshdesk
What do you like best about the product?
It's Free and I can customize to my business.
What do you dislike about the product?
Wish I could afford more plans. I am not sure how to use chat feature.
What problems is the product solving and how is that benefiting you?
I keep all of my support tickets in one place and organized. My clients are very happy with it. I have also starting using tags and just recently the merge and custom field tags. I also export these fields into reports for my clients.
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