Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Perfect tool for helpdesk management
What do you like best about the product?
It's probably the easiest to use helpdesk management tool I have used so far. All of the layout is easy to read, with very minimal need to learn how to use the tools. The fact that there are automated notifications makes it far easier to update each team member when it comes to ticket delays or needing to meet SLA times.
What do you dislike about the product?
Nothing I really dislike so far, if I had to say some inconvenience is that the mobile app is not the best, but still alright. I think that the mobile app is not designed to be able to intake as many of the high volume of ticket loads that an enterprise environment gets, so in our case we get almost a hundred tickets per person, which might create a delay for opening the app and viewing tickets.
What problems is the product solving and how is that benefiting you?
The best thing we are doing with this is helping our customers. From a user standpoint, we are now able to allow users to create tickets seamlessly, provide self service options, and provide great documentation to be able to find out answers to issues that are common in a much quicker and efficient manner.
Great tool to provide internal helpdesk management
What do you like best about the product?
There is a lot of great functionalities that freshdesk uses that make sense. Instead of having a ton of different features that never get used, the tools used here are all very essential, like the ability to connect related tickets for consolidation.
What do you dislike about the product?
Mobile application definitely is not nearly as robust and well designed as the web version. Can be improved significantly
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk management system. It's extremely beneficial to have this tool to manage incoming tickets and merge existing tickets with duplicates. We also use this for our self service portal for requests as well.
Great App for Customer Service
What do you like best about the product?
Freshdesk is a great app for customer service, you can talk with customers through messengers, through emails, you can add files, pictures, you can add multiple different solutions and much more.
What do you dislike about the product?
Nothing really to add. I wish we could maybe make calls to customers through the app.
What problems is the product solving and how is that benefiting you?
All customers services problems we solve with Freshdesk.
Recommendations to others considering the product:
Freshdesk is a great app for customer service.
Helpdesk easy to use and useful
What do you like best about the product?
Fresh desk is one of important useful tool and software for our company, It just ease our work. Now we use this software for managing clients and making process a kind of automation. It lower the manual efforts. It just fulfill the purpose of assistant which will work according to instructions when user is not available. The lot of supports are given to install 3rd party software. The user just need to install. The BOTs are now easy with Fresh desk.
What do you dislike about the product?
The things i dislike about fresh desk are:
the big thing is the customer support is not so good and query handling is poor, the response time is around 3 days which is too long.
The front end needs more improvement in user friendly look and need to speed up the process in fresh desk which is currently slow.
The other major thing is need to introduce more security policy for better access.
the big thing is the customer support is not so good and query handling is poor, the response time is around 3 days which is too long.
The front end needs more improvement in user friendly look and need to speed up the process in fresh desk which is currently slow.
The other major thing is need to introduce more security policy for better access.
What problems is the product solving and how is that benefiting you?
The fresh desk solves many problems like:
client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.
client handling is easy and task reminders are maintained and get work on time always. The open projects are available on dashboard with full status report and we can monitor activities. The customer rating helps in overall improvements.
Recommendations to others considering the product:
I recommend others to use fresh desk, it offers wonderful live chat experience and helps in understanding clients requirements. THE COST IS VERY NOMINAL AND PROVIDES GREAT FUNCTIONALITY. ONE MUST TRY THIS SOFTWARE FOR BETTER INDUSTRY EXPERIENCE.
Critical tool to manage helpdesk
What do you like best about the product?
Amazing interface, it's very simple and clean, making reading tickets very easy to use
What do you dislike about the product?
Nothing really, for our environment it works really well in what is needed.
What problems is the product solving and how is that benefiting you?
We use this for our helpdesk CRM, so we manage all of our existing tickets and creating SLAs all on here
Great Software
What do you like best about the product?
It helps to coordinate multiple channels of support across multiple agents
What do you dislike about the product?
As I run the support team and am a member of all teams/group, I get a ridiculous number of email notifications, though I imagine these can be customised.
What problems is the product solving and how is that benefiting you?
The coordination of multiple channels of support to multiple support agents
FreshDesk Review
What do you like best about the product?
FreshDesk is a software that facilitates help desk support and updates. Fresh desk has a very user friendly interface. It can be run by a single person or by a huge team of people. It is comparatively easy to learn the ropes in this software for new users.
What do you dislike about the product?
Users should be allowed to change the notification alert sound as per their requirement. For example, we want to have different sounds for different levels of customers as per the priority and importance which is currently not possible.
What problems is the product solving and how is that benefiting you?
Customer support is simplified.
Best software with set of tools for helpdesk solutions.
What do you like best about the product?
It is a software with multi channels thus enabling agents to support all emails in one place and also,enhance dedicated phone calls within the organization and the clients making communication easier.
What do you dislike about the product?
The software is well organized and so,no dislike so far but if we find it we shall raise it as we continue operating with it.
What problems is the product solving and how is that benefiting you?
The software have enabled our organization to control emails and phone calls with our clients thus making it easier and faster to carry on with the business.
Recommendations to others considering the product:
The software is faster and easier to use for which our organization recommend it.
An excellent customer service
What do you like best about the product?
Fresh desk is an excellent platform that helps us provide a quality customer service, I think your ticket allocation system is very good because it allows us to better classify the problems to solve of our clients looking for the solution with each expert of our company to solve any problem, I like that allows us to customize your visual is very nice and simple that makes its use easier, the use tutorial at the beginning of use is excellent to start familiarizing with your platform despite be a platform a bit difficult to learn to use for the first time, but once we master its use we see how great it is to give us benefits, its trial version allows us to use it for 21 to see its functionality and be able to prove its use in the company and start to see the remarkable sales in the customer service team, it is very good the directory option to export and import contacts and companies, has a very good audio and video quality is very clear, its instant messaging service is reliable with great functions to solve problems, has a good customer support team, a positive quality is that it is a very stable platform
What do you dislike about the product?
It is hard to get used to the principle despite its tutorial of use, its learning curve I think it is high Fresk desk I think it should improve in this aspect making its interface a little easier to use and not cost so much time learning to use all its functions 100%, also this platform can be a bit expensive to implement for small businesses, its application for smart phone is not as good as the desktop application, should also improve in this regard.
What problems is the product solving and how is that benefiting you?
We at the Print Wave Forcé customer service team have Fresh Dest to provide you with a fast and timely solution by automating our services, in order to provide quality customer support to our customers, this has increased our reputation in the Sales market since we have known how to take advantage of the publicity that gives us to have an excellent customer service that will always be available and that will always resolve any mishap always in favor of our customers.
Recommendations to others considering the product:
For those companies that do not yet have a good service or is not the right one and have many deficiencies in this area, I recommend you to implement this platform because it will be a great solution in any customer service department, you should bear in mind that it may cost a little to learn how to use this platform because its learning curve is high, but it's worth it is a great business solution
Check and respond tickets easily
What do you like best about the product?
The managing stages are great! They give us the chance to assign specific agents for specific tickets. The way the ticket is shown on Freshdesk (the font, the size and the space it takes) makes it very easy to read, even if the ticket is long. It has some great tools included, like “Discussion” that allows the agent to communicate certain message with the rest of the team, so they can all work together.
What do you dislike about the product?
I would like to see a tool where I can add a status to the ticket, so the current agent and the rest of the team knows there’s a special ticket to review. Another thing is that when I'm trying to respond a ticket by adding links, I’m unable to add more than one link at the time.
What problems is the product solving and how is that benefiting you?
We have more than 1000 clients on our registry, so we frequently get questions and comments on our app, and that’s when Freshdesk comes into play. It allows us to check tickets sent from our clients with something as simple as a user and password, and assign them to a member of the Customer Service team.
Recommendations to others considering the product:
Freshdesk is an amazing tool for the Customer Service team. Any company can get benefits from using this tool, especially startups with few employees. It’s so easy to use that can be set up and managed by a single person, depending on the number of tickets receive.
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