Freshdesk Omni
Freshworks Inc.External reviews
3,548 reviews
from
and
External reviews are not included in the AWS star rating for the product.
A fresh start with FreshDesk
What do you like best about the product?
I think this product is so aptly named. Each morning I wake up looking forward to my day knowing that I have this powerful tool that can help me get by any process within my organisation. The customization on ticketing processes is the most attractive feature, coupled with the add-on applications and functionality. The omniroute setting and features are also very useful, as well as not forgetting the mobile app that offers easy, convenient access anywhere in the world.
What do you dislike about the product?
There is almost nothing to dislike about this product. Sometimes there may be a slight delay in the support team feedback or resolution but the service remains world-class nonetheless. All features and support points have served me well through the application and support teams.
What problems is the product solving and how is that benefiting you?
We have multiple Freshdesks within our orgnasitation. We are resolving tickets from both internal/external staff as well as customers. These queries range from IT Networking, Desktop, and Cloud Computing Support, as well as client orders, returns, queries, and purchases. The benefits of having real-time documented transactional history with our clients are imperative. The "paper-trail" offered by Freshdesk is crucial to our business and provides integral information for our business processes.
Recommendations to others considering the product:
Stop wasting time searching for other products. Freshdesk as well as all the other Freshworks products are amazing, affordable, and effective.
user friendly
What do you like best about the product?
userfriendly and very organized with different options for views
What do you dislike about the product?
some emails dont come in and this makes customers think we are ignoring them
What problems is the product solving and how is that benefiting you?
problems of customers in trying to reach us
FRESHDESK - A very handy tool for information management
What do you like best about the product?
We have not yet used all the possibilities but ...
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
1. It is very convenient to track queries
2. Easy to control employees
3. Can respond quickly to inquiries
4. Easy to delegate letters to employees
5. Easy communication on emails
6. All the necessary reminders that can be adjusted as you see fit
What do you dislike about the product?
Achieving good results requires time for training and an understanding of the system. If you're not lazy ... You'll have an unrealistic tool
What problems is the product solving and how is that benefiting you?
We have greatly simplified communication with customers. Easily access emails via link. The customer is always informed in a timely manner and each employee sees what actions have been taken
Recommendations to others considering the product:
Everyone should have a Freshdesk. Both small and large companies
Very user friendly
What do you like best about the product?
I find customer support the best feature. If ever I need a hand, I just send an email and the Freshdesk team are super responsive and helpful
What do you dislike about the product?
I think the only thing I am requesting as a product feature is a clearer way to connect multiple, repeat tickets from the same person. I really love the proactive outreach function so I would love them to raise the cap on that, so I could use it more.
What problems is the product solving and how is that benefiting you?
It is core of our workflow. I particularly love the automations as they enable me to customise and expedite various tasks. It save us time assigning tickets and helps triage the types of work coming in.
Recommendations to others considering the product:
It works. It is a comprehensive tool for our whole team and all of our customers, in a very demanding and busy campaign.
Freshdesk is great!
What do you like best about the product?
Very easy to use, easy to complete tickets accurately and quickly for the customer. Great support.
What do you dislike about the product?
Nothing major stands out, works very well for my needs.
What problems is the product solving and how is that benefiting you?
The price is great for the program compared to others. Very good program to look at the ticket data, and for our team to improve.
Simple and highly functional helpdesk solution.
What do you like best about the product?
It is easy to adopt and fun to work with Freshdesk. Our agents quickly adopt and like to use it.
What do you dislike about the product?
Freshdesk generates a unique ticket for each email ID and multiple tickets likely to confuse agents.
What problems is the product solving and how is that benefiting you?
We are a multi national company. Freshdesk helped us to centralize customer support. As a result our operational costs went down significantly and we could unify the process across the board.
Simple is not always bad
What do you like best about the product?
Simplicity in management all settings like configuring a game
What do you dislike about the product?
Nothing at all, I like all the functions
What problems is the product solving and how is that benefiting you?
We manage internal trouble ticketing and customer request on our products
Recommendations to others considering the product:
Easy of using and customize it
World class eperience. One of the most user friendly and customizable sofware ever
What do you like best about the product?
It can be customized as per our needs, very user friendly and access to reports
What do you dislike about the product?
The long procedure of deleting an email or user
What problems is the product solving and how is that benefiting you?
We run a state helpline and I found out that FreshDesk was the best when it comes to tracking cases and calls. It also is the best in terms of getting customized reports for all stakeholders
Used it within 2 schools and one MAT thus far.
What do you like best about the product?
As simple or as complicated as it needs to be. The gamification of ticket stats tends to work as a positive motivator for junior technicians.
What do you dislike about the product?
As a non-profit, some of the subscriptions for the higher tiers aren't justifiable.
What problems is the product solving and how is that benefiting you?
Team workload and monitoring, especially when dealing with remote members of the team.
A truly great service.
What do you like best about the product?
The ability to fully customise the platform to match your needs and the ability to have backend javascript which can do almost anything.
What do you dislike about the product?
The way in which conversations are minimised and old messages hidden can sometimes be annoying
What problems is the product solving and how is that benefiting you?
We have created a helpdesk for our company. It is extremely efficient and allows us to not have people directly email us which reduces congestion in our mail boxes.
Recommendations to others considering the product:
It is a great platform, highly customizable to meet your needs and the service is great from the support staff.
showing 561 - 570