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.
Very easy to navigate
What do you like best about the product?
The Ease to navigate and get notifications. The fact I can schedule myself out of the office is a great feature. The call option is also nice but can be improved.
Overall, Freshdesk is good at what it is for in all plans
Overall, Freshdesk is good at what it is for in all plans
What do you dislike about the product?
I am not completely awed by the call feature as one needs to manually resolve the created ticket. I feel the ticket should be resolved automatically once the comment is updated and submitted.
What problems is the product solving and how is that benefiting you?
Prioritizing our task has been a good problem solver to customer service. It helps us give particular attention to tickets that needs to be resolved on time, mail notifications are always provided and that has been helpful.
Great customer service tool!
What do you like best about the product?
Freshdesk helped us organize customer service in a way that allowed us to maintain control over the processes to be carried out, and also enabled our customers to have control over their requests.
What do you dislike about the product?
The only thing we have problems with is the way threads and email exchanges are structured; there is no continuity, so the conversations become confusing.
What problems is the product solving and how is that benefiting you?
Freshdesk resolves our organization and helps prioritize the tasks to be executed for each client. As we have a high demand, we can organize the services by clients and have a clear view of the processes to be carried out.
All-in-One Helpdesk for Seamless Support
What do you like best about the product?
It provides a clear summary of the pending tasks and their respective owners. The performance has significantly improved in terms of speed.
Additionally, it sends email notifications whenever a ticket is pending or a new one is assigned.
Additionally, it sends email notifications whenever a ticket is pending or a new one is assigned.
What do you dislike about the product?
The mobile app experience on Freshdesk could use some improvement. I tried using it on my Android device, but it felt less efficient and smooth compared to the desktop version.
What problems is the product solving and how is that benefiting you?
We have a well-known application Purplle which is India's number 1 beauty destination. Freshdesk helps us to help our customers who reach out to us Via Live chat or mail. it also helps us to save the call conversation that we initiate through Ameyo.
Freshdesk is simple to use!
What do you like best about the product?
The most useful thing about Freshdesk is that you can easily assign emails to colleagues and transfer ones you are unsure about to others who can assist! It really easy to use.
What do you dislike about the product?
The least helpful thing about Freshdesk is that there are too many options. They have unresolved, overdue, due today, open and on hold. They do not apply to every company here; we only use resolved and unresolved.
What problems is the product solving and how is that benefiting you?
So what Freshdesk really help with is automated responses (canned responses). These provide quick solutions to a lot of asked questions which are generally most common questions asked.
Powerful, yet easy, support ticket and reporting system
What do you like best about the product?
Freshdesk offers a wide range of options, reporting, and flexibility with automation rules to allow individual companies to design and tailer the product to fit their individual needs.
What do you dislike about the product?
Removing previous agents can be a little cumbersome and lead to tickets not having an accurate history of who did what and when. This may be more of a preference on our part, but we like to keep previous agent history still reporting to the individual even if they are changed from an agent to a "contact" or ticket requester.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to automate incoming support ticket requests and has a task history. This allows us to not only keep our agents accountable but has also become helpful when disputes happen with end users who may claim that their support request was not handled promptly or adequately. Having a system to go back and see agent performance also allows us to identify shortcomings in our department or provide more training where identified.
Freshdesk is Streamlining Businesses.
What do you like best about the product?
Intelligent automation and Workflows provide sure quick resolutions.
Easy-to-customize ticket fields that assist personalized and efficient responses.
Clean, attractive and Easy to use UI.
Easy-to-customize ticket fields that assist personalized and efficient responses.
Clean, attractive and Easy to use UI.
What do you dislike about the product?
Nothing. I have not experienced anything negative to address.
What problems is the product solving and how is that benefiting you?
Prioritizing, monitoring and replying to tickets is easy with Freshdesk.
Managing and responding to customer inquiries from multiple channels.
Managing and responding to customer inquiries from multiple channels.
Great Program
What do you like best about the product?
Freshdesk is very valuable to our company. We use the ticket portion to help our staff manage new patient assignments and any issues.
What do you dislike about the product?
Nothing, we love Freshdesk. It works great.
What problems is the product solving and how is that benefiting you?
It solves our patient assignments and makes them flow more efficiently, and allows us to track the patients.
Best help desk for the price by far
What do you like best about the product?
The amount of features this help desk solution offers is outstanding, and all of its free integrations. The pricing is absurdly low as well. For any Small to medium business, this will perfectly work for a helpdesk solution.
What do you dislike about the product?
The only downside I can even think of is that the UI for both user- and agent-facing sides is not very customizable.
What problems is the product solving and how is that benefiting you?
We needed a basic helpdesk ticketing system to keep track of requests to the IT department in our medium-sized company with an IT team of two employees.
Senior Client Services Technical Support
What do you like best about the product?
Easy to use
Very helpful and can use internal notes as sending emails to clients
Very helpful and can use internal notes as sending emails to clients
What do you dislike about the product?
Reporting was changed Legacy reports were showing results in real time but now there is a delay of half an hour
What problems is the product solving and how is that benefiting you?
Taking care of our clients issues instead of relaying on phone calls
Good
What do you like best about the product?
Its easy to use and wonderful experience while using
What do you dislike about the product?
Notification problem while we get any tickets we dont get notification sometimes
What problems is the product solving and how is that benefiting you?
While we get any ticket as a customer query we use to get the resolution by using fresheesk
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