Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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External reviews are not included in the AWS star rating for the product.
Friendly tool and a great support for users
What do you like best about the product?
Freshdesk is an easy and helpful tool to improve management of daily requests at your company. You can make several setups on a simple way.
What do you dislike about the product?
About solutions tool, we should have a more specific report about satisfaction of users. It should present a table with more reads, and also, what are the best and worse articles reviewed.
What problems is the product solving and how is that benefiting you?
The main problem was about lack of communication and also a quickly way to control and Freshdesk is helping us. We have some more personal channels for clients such as WhatsApp and found some difficulties to change clients from there to Freshdesk, but the ones which migrate channels like a lot about e-mail notifications, reporting about issues and these resources. For us, it is really good because we use some indicators of survey quality to bring at weekly meeting.
Recommendations to others considering the product:
It really helps and mainly help center setup is quite easy to understand. Also, UX experience is amazing because inside screens we have video tutorials, but in case you still need help, Freshdesk support team surely will help you on a short time.
Great look, great price, great support.
What do you like best about the product?
Clean, easy to use interface makes it straight forward to configure and start using straight away.
What do you dislike about the product?
Occasionally the simplicity of the interface makes it harder to configure some specific options - but only now and then.
What problems is the product solving and how is that benefiting you?
We've been struggling with efficiency and visibility of outstanding tickets with our current solution. Freshdesk will help us to speed up the processing of tickets and highlight those tickets that need actioning as a priority.
Easy to use this app and solve tickets using ur cell phone
What do you like best about the product?
I could use my cell phone and could solve my tickets anywhere anytime.
What do you dislike about the product?
May be it could merge all tickets from one sender.
What problems is the product solving and how is that benefiting you?
Custom tee support
Freshchat Questions
What do you like best about the product?
When I called in, the rep was able to answer me questions and make better suggestions for products.
What do you dislike about the product?
The 1st person I got on live chat was slow, took 3-5 minutes to respond, and ultimately was not able to answer my question.
What problems is the product solving and how is that benefiting you?
We are solving simple customer service issues, but we are upgrading to Freshchat for better conversions.
Feature rich helpdesk software but comes as a price!!!
What do you like best about the product?
Design, Package offerings & Support. Easy to use and setup. Provides timely customer service. Each time I've contacted support the turnaround time has been impressive.
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
Freshdesk is very easy to use and customise support desk solution. The interface is simple, the email ticketing system works at all times.
The ability to manage ticket flows by keywords in emails, so certain tickets can be directed to sales or any other appropriate team (for example)
What do you dislike about the product?
There is nothing to dislike in freshdesk. I would love though if they would have affordable pricing (for ones not in U.S.). Reports could be better. The native reporting (although slightly improved) is fairly basic. However, once exported, the details can be managed from there, but it is another action.
What problems is the product solving and how is that benefiting you?
Solving my client's queries in timely manner. 'Follow up' has not been so easy.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Can measure the KPI's better now. We needed a central location for receiving customer support requests by e-mail and which was accessible by multiple members of our team. Freshdesk has provided that, and it is working well for our business.
Recommendations to others considering the product:
Overall, it is very user-friendly. It takes some time and effort to set up but very little effort to maintain. Training agents to use the software is straightforward. The delegation system can be used to keep all incoming mail and requests in line. Other rules can be used to make sure nothing goes unnoticed.
It's a dummy's guide to best customer support.
It's a dummy's guide to best customer support.
Good experience for a first CRM
What do you like best about the product?
Easy to follow the customers, quick access to all the infos
What do you dislike about the product?
Not so easy at first to understand the basic features
What problems is the product solving and how is that benefiting you?
Very efficient to manage the conversation and pre-written answers
the service provided by freshdesk is fast, efficient, effective.
What do you like best about the product?
the user interfae is one of the key features i like as it's simple for anyone to use and gives a great variety of reporting tools, which is useful in making sure the team is efficient..
What do you dislike about the product?
So far I have not found anything that i dislike.
What problems is the product solving and how is that benefiting you?
we are able to better manage our tickets and make sure tickets are addressed in a timely fashion.
The friendly helpdesk
What do you like best about the product?
It is to use. Very friendly to your clients to use the solution as well, with clear well defined work flows and easy to use FAQs. Having a self learning portal on the solution has also really reduced the number of tickets raised for agent attention, which frees up a lot of time to actually work as opposed to follow up on closing out tickets.
What do you dislike about the product?
Populating the knowledge base takes a while due to the minimum number of articles required.
What problems is the product solving and how is that benefiting you?
Answering employee queries and FAQS for a lean HR Department with a lot of employees
Easy and good tooling
What do you like best about the product?
The tooling has a lot of features, it is easy to setup a helpdesk very quickly.
What do you dislike about the product?
The logic of where to find certain topics.
What problems is the product solving and how is that benefiting you?
Certain customer questions.
Good product & best customer support
What do you like best about the product?
Product is stable and hardly ever faced problem. For configuration point of view, when we need support, FreshDesk team is always supportive & respond accurately to the request raised, Best part is special attention of representative with timely responses.
Keep doing the best, Just loving it :)
Keep doing the best, Just loving it :)
What do you dislike about the product?
We can't say its dislike, however when you are not handy with admin configurations on regular basis, then you would need to take help from the freshdesk support, which in result is awesome.
What problems is the product solving and how is that benefiting you?
An automated system to create tickets for our customers, which in the end are measurable in all ways, total count, SLAs, feedback surveys, reportings, etc.
Recommendations to others considering the product:
Quickest way to start business with FreshDesk, easy setup & user friendly.
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