Freshdesk Omni

What do you like best about the product?

I like that Freshdesk is very intuitive and that its tools allow me to manage and group information with different filters. I can quickly review a customer's ticket history and know who attended to it. I can also make queries through the API, extract information faster, and generate an Excel file. I like the follow-up I can give to the tickets and that customers can rate the agent's response. The initial setup was quite easy.

What do you dislike about the product?

I would like to have more options for editing text when drafting a ticket, because the field has very basic options. I would also like to be able to attach larger files and videos; several times we have had to upload them to Google Drive and share the link.

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

I use Freshdesk to track customer tickets and maintain the correct traceability of cases.

What do you like best about the product?

The custom filtering it includes lets me keep different views readily available whenever I need them.

What do you dislike about the product?

Threading and the way that it and the messaging is displayed. Would also like to see a customizable view of ticket status instead of just the wording off what the ticket is presently in.

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

The only portion of the problem that Freshdesk has been solving was the lack of a ticketing system that wasn't spreadsheet or email based.

What do you like best about the product?

I like Freshdesk's management. I use it to manage tickets and measure the performance of my subordinates. I can control incidents and adjust response times to improve customer service. Its omnichannel function automatically assigns tickets to different agents and prevents them from piling up on one or two. It also allows me to set metrics by fixed schedules and have multiple users from the same company with case traceability. The configuration is quite intuitive: I use the search to find options and can set everything up in a few clicks.

What do you dislike about the product?

When I paste information into Freshdesk tickets, the formatting is often lost. Since we first draft the responses in Word and then copy them into the message body, we have to rework the formatting.

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

With Freshdesk, I have control over incidents; I can determine response times and adjust them to improve customer service.

What do you like best about the product?

The Ease of navigation of the different areas of the software

What do you dislike about the product?

There are not really any downside about FRESHDESK

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

It solves easy communication and prioritizing and keeping track of ticket requests

What do you like best about the product?

I like Freshdesk for its simple interface that covers the basics of building support articles, and offers features not found in other knowledge base systems. It's really handy that it connects with our support team's ticket system, making it easy to tag articles. I find it helpful that Freshdesk allows us to update the site to match our website's look through its flexible functionality. Plus, switching between code view and regular editor view is super useful for embedding third-party content, which is great for our product.

What do you dislike about the product?

I think Freshdesk has forgotten about this part of their product. There hasn't been much updates or new features to it for quite some time.

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

Freshdesk allows us to educate customers by creating a knowledge base where they can find support articles to use our product better. It connects with our support tickets system, allowing team to easily tag articles.

What do you like best about the product?

The AI agent has streamlined the overall experience, and the product keeps evolving through regular updates. It makes it much easier for us to track issues, and I really appreciate the ability to create custom forms. It also improves communication between teams and simplifies requests from our staff, which helps everything run more smoothly.

What do you dislike about the product?

The platform is meeting my expectations, and my experience has been great overall. That said, I feel that some settings aren’t very intuitive, and I’d also like to see more filtering options.

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

It takes care of some of the repetitive tasks, which helps us avoid manually checking every step. Response times have improved, and our overall productivity has gone up. It also provides a more modern experience for our teams and has helped us modernize our operations. Overall, it has significantly improved productivity.

What do you like best about the product?

For a scalable product and a better customer experience, this is one of the best products. The automation also helps a lot by handling maximum queries with fewer resources.

What do you dislike about the product?

Freshdesk should improve the Analytics section so it’s more accurate and easier to create reports for clients. In the current flow, it feels overly complex when trying to build and generate the data.

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

We have multiple products, and the volume of user queries is very high. When a product is at its peak and query traffic increases significantly, automation and the stability of every support feature play a critical role. This helps us improve the overall user experience and provide faster, more instant solutions to users. In this context, Freshdesk provides a stable and reliable support platform that helps us manage high query volumes efficiently while improving the overall user experience.

What do you like best about the product?

The ticketing system integrates well with gmail, making it easy to communicate with clients. It is relatively affordable and the team is always ready to assist when onboarding.

What do you dislike about the product?

The user interface could use some upgrades and the reporting features need more upgrades to get more metrics to report on.

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

It solves the problem of communicating with clients without relying on direct emails that you can’t track, making it easier to keep conversations organized and visible.

What do you like best about the product?

What I like most about Freshdesk is its intuitive interface and how it lets me manage customer support tickets efficiently in one place. The automation tools, ticket categorization, and the clear tracking of communication history make day-to-day work smoother and easier to follow. Overall, it helps our team stay organized and respond to customer requests faster, without losing track of ongoing conversations.

What do you dislike about the product?

What I dislike most about Freshdesk is that some features aren’t as flexible or customizable as I’d like. Setting up more advanced automations and workflows can feel complicated, and a few tasks end up requiring more manual effort than I expected. The reporting tools are another area that could be improved—they could be more intuitive to use and provide greater flexibility overall.

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

Freshdesk helps us centralize customer support requests and manage them more efficiently. It solves the problem of scattered communication by keeping all tickets, customer interactions, and conversation history in one place. Automation and ticket assignment features help reduce manual work, improve response times, and ensure that no customer request is overlooked. As a result, our team stays better organized, collaborates more effectively, and provides more consistent customer support.

What do you like best about the product?

I like Freshdesk for its flexibility to integrate with other platforms, which makes it versatile for our needs. The initial setup was very easy, which made getting started simple and trouble-free.

What do you dislike about the product?

I'm not too happy with the fact that Freshdesk charges for an omnichannel experience, especially since we're currently using a standalone platform. It feels like they should include that without extra costs.

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

I use Freshdesk to handle all customer grievances, integrating it with Freshchat and Exotel. It manages all inbound, outbound, call, and retention tickets efficiently, and its flexibility to integrate with other platforms is beneficial.