Freshdesk Omni
Freshworks Inc.External reviews
3,549 reviews
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We use the FreshWorks Suite
What do you like best about the product?
I like FreshDesk because it integrates with all of the FreshWorks suite. We use other products from FreshWorks. We use FreshDesk for our customer service ticketing system.
What do you dislike about the product?
I think that the reporting could be better with the Freshworks Suite. It takes me a pretty long time to find number. It take time mostly bc the filtering is not very user friendly. it works and i get the number that I need, but it not my favorite.
What problems is the product solving and how is that benefiting you?
We use FreshDesk for our customer service ticketing system. So it solves alot of problems for us. we are able to create groups and assign different tickets to different groups of people. Like assigning tickets to our billing department vs those tickets going to our account managers.
Recommendations to others considering the product:
I think that the reporting could be better with the FreshWorks Suite.
Review freshdesk
What do you like best about the product?
This software is easy to use and . This software can be integrated with other tools and it is highly customizable.
What do you dislike about the product?
The customer support for this tool is not that good.
What problems is the product solving and how is that benefiting you?
customer service and general communication
Recommendations to others considering the product:
I recommend this software to everyone
Good product
What do you like best about the product?
I love how easy it is to use and the notifications
What do you dislike about the product?
I like everything about it I have no complaints
What problems is the product solving and how is that benefiting you?
I solve all of the customers inquiries and problems
Ticketing CRM redefined
What do you like best about the product?
Ease of access and user-friendly. Admin has the access to set up the CRM in the correct way for all users
What do you dislike about the product?
Should try to have multiple sections rather than having everything under a single page.
What problems is the product solving and how is that benefiting you?
Benefits can be multiple across all CRM's. However, in Freshdesk it feels much easier in accessing the software and on a search of a button everything gets populated.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
I haven't faced any major problems in freshdesk to date except for pulling out reports and sending it over email. It looks pretty much old school when we have the option of downloading the report directly to your computer.
Software that helps you help your customers better
What do you like best about the product?
The mobile application is really nice and handy for people on the go to stay in touch with their customers. The ability to add tags to tickets helps you find tickets faster at a later time. The reports are helpful to get a good view of performance. I love the capability of creating different views of the tickets. Creating a Knowledge Base has been so easy to do.
What do you dislike about the product?
Not being able to save the font style and size for all tickets through some kind of setting instead of having to change it on every ticket. Also, the fonts on the browser application vs. from the mobile application change, but I haven't found a way to edit them. The font on some paragraphs is changed on some existing Knowledge Base articles without us making any changes to the articles for years. The tables in the Knowledge Base articles are very difficult to use. I usually have to edit the table through the code view to be able to match the existing format.
What problems is the product solving and how is that benefiting you?
Communicate with customers using in-app chat and help customers if they need help and let customer track tick using the ticketing system.
Great for start-ups
What do you like best about the product?
I would highly recommend freshdesk to e-commerce startups as it provides a complete solution to customer service and it is super easy to implement.
What do you dislike about the product?
Freshdesk need to improve compatibility with other tools. In this aspect, it should learn from zendesk, who did the best in industry.
What problems is the product solving and how is that benefiting you?
We've implemented a complete customer service lifecycle with freshdesk which start at customer's contact email. Then we'll auto assign ticket to agent according to a pre-defined logic. It also help track the status as well as transferring tickets between agents.
Recommendations to others considering the product:
In one sentence, this tool is your best choice to start a ecommerence startup
Surprisingly easy to deploy
What do you like best about the product?
Simple and easy to set up and deploy and good service.
What do you dislike about the product?
Confusing settings and lack of pre made design for help desk.
What problems is the product solving and how is that benefiting you?
Customer response time and expectations.
Recommendations to others considering the product:
Give it a go.
Amazing solution for customer service
What do you like best about the product?
It's highly intuitive and it allows you to deal with tickets promptly. The notification system for when you get a new ticket is very useful if you're not logged in.
It also has handy features for pretty much everything related to customer service.
It also has handy features for pretty much everything related to customer service.
What do you dislike about the product?
Nothing to dislike. I recently had an issue with a couple of payments being deducted in error, but Anjum Akthar resolved it in a matter of minutes!
What problems is the product solving and how is that benefiting you?
It certainly had a positive impact on how we're dealing with our customers. The main benefit would be that we have everything in one place. It's also a cost-effective solution without hidden costs.
Recommendations to others considering the product:
Go for it straight away, or at least worth trialling if you're deciding between providers.
Great round robin ticket assignment
What do you like best about the product?
Simply works. We had trouble trying to configure a competitor solution before coming to freshdesk. It was much simpler to configure and just worked.
What do you dislike about the product?
I was not able to create an admin user for billing that wasn't charged a monthly user fee.
What problems is the product solving and how is that benefiting you?
round robin ticket assignment when emails are received. simplified configuration and no maintenance required other than the main contact having to forward the invoices.
The best support management
What do you like best about the product?
Fresh Desk is an amazing tool that we use to help our clients with support. It is a very organized application and very easy to use. It has everything you need to support your clients. I am able to show the client's support status without sending an email. the client is always in the loop just by using this application. Its Great! Another best thing is uploading documents for our clients to use without asking us. For Example; One client wants installation guide for our hardware installs, they just go to Freshdesk and everything they need is uploaded. Clients can get support without sending us a support ticket. Which is really great! I love that every task is assigned to an employee. This is great because everyone is in charge of their own task and responsible to complete each ticket that is created by us or the client. It is a very friendly used application.
What do you dislike about the product?
There isn't much that i dislike. But if i have to choose one thing, it would be the search bar. When i search for a clients name or even their email address, i don't get the best results and i have a hard time finding what i'm looking for
What problems is the product solving and how is that benefiting you?
This application has helped me with my organization and communicating with my clients. I use Freshdesk way more than my personal email. Its just easier!
Recommendations to others considering the product:
you will have the best experience with Freshdesk!
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