Freshdesk Omni

What do you like best about the product?

I really appreciate Freshdesk's capabilities in ticket management. It makes handling support queries straightforward by streamlining the documentation process and ensuring each ticket is easily trackable. The calling feature is another aspect I find particularly valuable, as it adds a layer of direct communication efficiency, which is essential for timely support. Additionally, the platform's ability to document issues for everyone’s view is incredibly beneficial, promoting transparency and allowing team members to stay informed about recurring issues or resolved cases. The initial setup of Freshdesk was smooth, which greatly facilitated the transition and integration into our workflow. Overall, these features make Freshdesk a robust tool for managing customer support efficiently.

What do you dislike about the product?

I find Freshdesk slightly less customizable in terms of reports, which can limit my ability to tailor reporting to specific needs.

What problems is the product solving and how is that benefiting you?

I use Freshdesk for ticketing support queries, which helps me document all support cases and keep track of all tickets, enhancing team visibility and communication.

What do you like best about the product?

It’s simple to open and track my support tickets. I get quick updates and it’s easy to see the status of my requests.

What do you dislike about the product?

Sometimes the notifications or layout could be a bit smoother, but overall it’s easy to use.

What problems is the product solving and how is that benefiting you?

Freshdesk helps me report issues and get quick support from the team. It keeps all my requests organized and easy to follow. It simplifies communication with the support team and ensures my issues are handled efficiently without losing track of any requests.

What do you like best about the product?

This tool has a clear and user friendly interface.
It has a highly automated interface by AI.
Its cheap hence ideal for small organization.

What do you dislike about the product?

The tool has worked well for us. No complaints.

What problems is the product solving and how is that benefiting you?

Through the AI powered self service feature our team is able to concentrate on other important issues in the company. This has highly promoted productivity in the company.

What do you like best about the product?

It's cheap, and you get what you pay for.

What do you dislike about the product?

The technology powering Freshdesk isn't robust and fails in catastrophic ways. Their system failed to process support emails for several days, and their support failed to acknowledge that "not receiving emails" was a critical issue. And look, we're a small business, so our account is probably not very important to them. But the one thing I expect them to be very good at is processing emails so that they show up in Freshdesk for our team to be able to respond to them. Instead, our customers were frustrated because it seemed like we were ignoring them.

What problems is the product solving and how is that benefiting you?

They give us a shared inbox so that our team can manage customer inquiries.

What do you like best about the product?

The interface is clean and intuitive. For a small customer support team (1-3 people), we could handle tickets efficiently without a steep learning curve. The free plan is perfect for startups who need basic ticketing without the budget for paid solutions.

What do you dislike about the product?

After nearly 9 years with Freshdesk, we ultimately left due to seriously problematic billing practices and non-existent customer support when issues arise.

What problems is the product solving and how is that benefiting you?

Freshdesk brought all our customer support tickets into a single system, which was crucial for our small customer service team of one to three people to stay organized. Instead of having support requests scattered across individual email inboxes, everything was funneled into a shared queue, allowing us to track, assign, and resolve issues in a systematic way.

The main advantages we experienced included the ability to organize tickets by category and priority, making it easy to search through customer issues. Team collaboration improved as well; when we had more than one CS specialist, we could see who was handling which ticket and avoid sending duplicate responses. Having a complete record of past customer interactions also enabled us to offer better support to returning customers. The simple, straightforward interface meant we could focus on helping customers rather than struggling with complicated software.

For a startup with a small team and a limited budget, Freshdesk addressed the fundamental challenge of managing support without descending into chaos, especially since we were able to use the free tier. It provided just enough structure to help us remain professional and responsive, without burdening us with unnecessary features.

However, as our company grew and our needs evolved to include more advanced reporting, automation, and dependable billing, the initial benefits were eventually overshadowed by the platform’s limitations and significant trust issues related to account management.