Freshdesk Omni
Freshworks Inc.External reviews
3,559 reviews
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External reviews are not included in the AWS star rating for the product.
Feature-Rich, but Pricing, Complexity, and Performance Issues Hold It Back
What do you like best about the product?
Easy-to-use interface that requires minimal training
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
What do you dislike about the product?
Pricing increases quickly when adding advanced features or more agents
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
What problems is the product solving and how is that benefiting you?
Improves cross-team collaboration with integrations like Slack and Microsoft Teams
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Amazing Ticket Support Platform
What do you like best about the product?
I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great.
What do you dislike about the product?
Nothing. I feel it’s an excellent product for what it offers.
What problems is the product solving and how is that benefiting you?
Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization.
Helpful for Resolving Customer Tickets
What do you like best about the product?
Its helpful in resolving customer tickets
What do you dislike about the product?
The performance is slow when many customer tickets arrive
What problems is the product solving and how is that benefiting you?
Its neat and clean, easily understandable
All-in-One Ticketing That Keeps Our Teams Coordinated
What do you like best about the product?
Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.
What do you dislike about the product?
Maybe they could have more grouping options like folders to group similar issues.
What problems is the product solving and how is that benefiting you?
Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.
Clear Design, Great Support, and Strong Value
What do you like best about the product?
Clear design, easy navigation, good/sufficient feature set, continued development, great support, various integration options, stable performance, good price for value but we are also on an older plan
What do you dislike about the product?
I'd love to see more options around the proactive outreach which we'd like to use more but it's limited in tracking the emails sent and would also be nice to be able to have a "template" for a group of contacts for outreach
What problems is the product solving and how is that benefiting you?
It’s our centralized hub for customer inquiries, mainly on the support side.
Clear UX and Reliable Performance for Staff and Clients
What do you like best about the product?
It works very well for our comapny. We use it for both internal staff and external clients. The UX is very clear and in the past 3 years we have had no issues.
What do you dislike about the product?
I have no downside to comment on for what we use it for.
What problems is the product solving and how is that benefiting you?
It is a very reliable ticketing system and it solves this issue for us.
Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration
What do you like best about the product?
My favorite feature about Freshdesk is that our entire team was up and running without any actual training in a very brief period. We adore the fact that all our support channels are in one shared dashboard and that keeps everyone on the same page. The automation has helped us save a ton of time on repetitive tasks and the reporting has helped us track our performance as a team. It has sincerely allowed our collaboration to be much easier.
What do you dislike about the product?
The customization options are a bit limited in some cases when compared to other tools we have used, and the reporting is decent in some cases, though not as detailed as we need to undertake more detailed analysis. Delays on loading occasionally have been a slight inconvenience when dealing in high volumes of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk has assisted our team to centralize all the customer support requests in a single location which previously was scattered across various inboxes and channels. The automation has relieved us of much of the manual labor we used to go through, and has allowed us to actually solve problems, as opposed to managing them. All that it has done is to make our support process much more systematized and our customers much happier.
Easy Ticket Access and Intake Tracking Made Simple
What do you like best about the product?
It is easy to access and manage tickets or keep a track of all the intake requests
What do you dislike about the product?
the UI is not very user-friendly. If you are not an active user you might get lost
What problems is the product solving and how is that benefiting you?
We have lots of request coming in from clinics for our ecomm or marketing, and freshdesk help us manage and track them all in one place
Basic Ticketing with Ease of Use, Lacks Comprehensive Features
What do you like best about the product?
I find Freshdesk easy to use and setup.
What do you dislike about the product?
There aren't a lot of features and integration with other applications or systems. Also, the 'how to' and FAQ page is lacking compared to Zendesk or other ticketing systems. The initial setup isn't very easy due to lots of customization, and you have to design it how you want it.
What problems is the product solving and how is that benefiting you?
I use Freshdesk as a ticketing system for tracking tickets. It's easy to use and set up.
Streamlines Support Workflow, Needs Better Reporting
What do you like best about the product?
I appreciate Freshdesk for managing our client support tickets effectively, organizing them with updated status to track and resolve easily with customer satisfaction. I like the automation with ticket flow configuration, including categorizing tickets, prioritizing, and assigning them to the correct group of support agents, which improves our efficiency. Agents can easily collaborate within internal teams, and the tool also supports the creation and mapping of knowledge base articles and uses AI. The initial setup was smooth, and integration with email was quick for generating tickets. Overall, Freshdesk helps us address support tickets quicker.
What do you dislike about the product?
Seems limited reporting about tickets, cost.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage client support tickets effectively. It organizes tickets with updated statuses, automates categorization and prioritization, and assigns to agents, improving efficiency and customer satisfaction.
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