Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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Best Integration For the Company
What do you like best about the product?
The AI integration has significantly improved resolution numbers and times. Freddy is super helpful as well, no need for Grammarly.
What do you dislike about the product?
Shortcuts are not very user-friendly. Could be a little better.
What problems is the product solving and how is that benefiting you?
Solves the issue of slow response times and inaccurate data collection.
easy to implement, easy to use.
What do you like best about the product?
Easy integration & implementation with pop e-mail account, dashboard with info on ticket statuses, very intuitive too.
What do you dislike about the product?
Editing the dashboard is not an option, we like to hide some of the info cards in the default one, and add some others that would fit our needs.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
If we have tickets that doesn´t fit the SLA response time we can´t change a "next response due" date, this is most unfortunate and a showstopper for us, as we experience that scenario several times a week.
What problems is the product solving and how is that benefiting you?
we keep track of our support tickets and have a nice overview.
Fair pricing and does the job
What do you like best about the product?
Pricing for emails is decent I would say and easy to track the workers
What do you dislike about the product?
It's hard to simply test freddy AI without any direct costs before you even know if it's usefull for the company
What problems is the product solving and how is that benefiting you?
They make sure we can reply on customers emails and solve it
Freshdesk
What do you like best about the product?
The ability to automate several tasks which has allowed us to free up agents for that great customer service feel.
What do you dislike about the product?
I would be nice if you did not have to open/edit reports to set new searches. Especially if it is something as simple as changing a date range.
What problems is the product solving and how is that benefiting you?
Freeing up agent time for needed task, quick automatic agent filtering and customer service
A Well-Rounded Helpdesk Platform for Growing Team
What do you like best about the product?
What I like best about Freshdesk is its clean interface, smart automation, and multichannel support. It streamlines ticket handling and improves team collaboration without overwhelming users.
What do you dislike about the product?
Freshdesk can lag during peak hours, and some advanced features are locked behind higher-tier plans. The mobile app also feels limited compared to the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer inquiries from multiple channels, automate ticket routing, and track resolution times. This has improved our response speed, reduced missed tickets, and increased customer satisfaction.
Freshworks is a key player for managing our support
What do you like best about the product?
Managing tickets, automating ticket distribution defining the response and resolution goals, and ensuring the quality of support
What do you dislike about the product?
There are no downsides, but I think a quick assistance option should be there for their recently released AI agent feature
What problems is the product solving and how is that benefiting you?
Managing multiple tickets, and ticket history of every client contact, easy resolution, quick adaptability by the new joinees
Easy, convenient and fast
What do you like best about the product?
I've used freshdesk for almost 2 years at the time i was in the role of a customer experience associate as a customer support officer and from there i was promoted to a Lead and one of the things i liked about it is the ability to provide accurate analytics and reports which are very handy when it comes to intepreting data, metrics, and other key information required in reports,
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
Also the ability of providing accurate tracking of tickets, from hours/minutes up to seconds this allows the user to know when to respond, where they fell short, and what's workinvg and what's not, also it's clear and easy to get used to it as you keep using it on a daily basis
What do you dislike about the product?
One thing that i found very limiting is that it doesn't support all the social media channels, including X, due to their API and DPP, also whatsapp- Gupush
What problems is the product solving and how is that benefiting you?
Having the possibility to have access on so many different channels on one platform and being able to track all of them , this is something that changed everything
I think its best for support function . very easy to use.
What do you like best about the product?
I think it works best for support functions. It’s very easy to use, and I also rely on it for team automation, which has been very helpful for my team. At the moment, around 30% of emails are being auto-closed. daily very frequency closed nearly 3000 ticket
What do you dislike about the product?
I think it needs more AI tools for automation. It would also be beneficial to have a duplicate-ticket highlight feature, if possible, because it would help the team and reduce unnecessary time. Also, please try to reduce the price for small enterprise businesses.
What problems is the product solving and how is that benefiting you?
I’ve been working with Freshdesk for the past three years, and overall it has been a good experience. It’s a solid fit for small to mid-sized businesses that need a unified support tool, as well as teams looking for automation, multichannel support, and straightforward ticket management. It also works well for organizations that are ready to invest in more advanced capabilities.
Overall a great product
What do you like best about the product?
The overall ticketing experience is great
What do you dislike about the product?
We operate multiple instances, navigating between multiple instances & freshbot is not very easy.
Also analytics could be little bit better & easier
Also analytics could be little bit better & easier
What problems is the product solving and how is that benefiting you?
Out ticketing workflows are being managed seamlessly & tracking customer support agents efficiency is also easy
FreshDesk - A complete helpdesk too;
What do you like best about the product?
Easy to setup
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
East to use
Department wise agents
strong escalation matrix
very helpful customer support
easy to integrate with other solutions
What do you dislike about the product?
not too many dislikes , only making report is bit complicated
What problems is the product solving and how is that benefiting you?
FD is supporting to manage customer complaints in a sophisticated manner, timely response to customers , clear visibility to management and improve agents working efficiency
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