Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
User friendly and excellent features were to simplfy our routine work.
What do you like best about the product?
Freshdesk is a highly effective and user-friendly customer support platform designed to enhance customer service and streamline operations. Features like ticket routing, SLA management, and canned responses help automate repetitive task, saving time and boosts productivity. It empowers businesses to deliver top-notch customer support while improving efficiency and team collaborations and focus on building customer relationships.
What do you dislike about the product?
The initial setup will be very smooth and after that some time the Freshdesk support will delay in helping us if there is any need or unknown about the product. The higher enterprise prices are little high.
What problems is the product solving and how is that benefiting you?
Yes, I agree with freshdesk were saving the work time and there are end number automation that can be integrated with with other third-party tools as well. That gives a professional response to the customers and it's impressing the brand reputations as well.
User-friendly and easy to use
What do you like best about the product?
accessing the data using the email address and the content of the mail. saggregiate the data by using various filters available.
What do you dislike about the product?
unable to check the Customer satisfaction reviews unless having an admin access
What problems is the product solving and how is that benefiting you?
Freshworks solves problems in customer support and team collaboration by providing integrated, automated tools.
It helps in enhancing efficiency, improving customer satisfaction, and streamlining business operations for better productivity.
It helps in enhancing efficiency, improving customer satisfaction, and streamlining business operations for better productivity.
Effortless Accessibility
What do you like best about the product?
The best thing I like about Freshdesk is how easy it is to access and understand. I still remember the day I started using Freshdesk—I wasn't very familiar with it, but now I'm a pro at using it.
What do you dislike about the product?
There are no major issues with Freshdesk, but sometimes it tends to lag or display errors like 'Something went wrong,' which can be quite irritating for us.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us interact with customers effectively. Customers can raise tickets for their issues, which we can view in Freshdesk. We then assist them with resolutions, thereby enhancing customer satisfaction and contributing to the growth of our business.
Easy to access
What do you like best about the product?
Easy to handle the tickets and the freshdesk was desigined in simple and classy.
What do you dislike about the product?
Some times the FreshDesk will not work and there will be a issue with Freshdesk and showes the error something went wrong.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us manage the inflow using automations, execute scenarios and ticket assignments logics.
Automations in freshdesk has helpeed us reduce the agent bandhwidth by 20-25%.
reporting and analytics helped us gaining and improving the metrics.
Automations in freshdesk has helpeed us reduce the agent bandhwidth by 20-25%.
reporting and analytics helped us gaining and improving the metrics.
It is very good.
What do you like best about the product?
It is easy to work and very fast to handle tickets and monitor the Queue.
What do you dislike about the product?
It is slow sometimes and miss to show the tickets.
What problems is the product solving and how is that benefiting you?
It is slow and tickets assignment issues
Good ticketing tool that is user friendly and it is an easy to use or setup dashboard
What do you like best about the product?
Most helful with segregating tickets to different types of categories.
What do you dislike about the product?
You need to work on the reporting more better
What problems is the product solving and how is that benefiting you?
Solving confusions or missing out on emails, queue management
Good Customer Support
What do you like best about the product?
The new UI for ticket managing is quite nice but confusion are more as to understand the ticket process
What do you dislike about the product?
Customer support they need to work on this alot. No person to help
What problems is the product solving and how is that benefiting you?
All the support tickets which comes to us we can assign to all in our member and the main benefits is to have the reports clarity.
Freshdesk is fantastic for customer support
What do you like best about the product?
Freshdesk is easy to use, for both agents and customers. It has a large array of features, which continue to grow with every update. The support received from Freshdesks customer service team has always been fantastic.
What do you dislike about the product?
Nothing at the moment, everything is to our liking.
What problems is the product solving and how is that benefiting you?
Freshdesk has great analytics which helps us greatly with tracking trends in customer issues, we also make use of the Freshchat bot which helps reduce the need for agents to interact with every single customer query.
Ease of Use
What do you like best about the product?
Freshdesk provides a platform that is easy to user for Agents.
What do you dislike about the product?
Some features like complex automation and non-requester ticket action could be improved.
What problems is the product solving and how is that benefiting you?
Reporting. Collaboration.
My experience
What do you like best about the product?
Its easy to use and gives us data in different view
What do you dislike about the product?
Not giving no intraction TAT only shows number of intractions happend
What problems is the product solving and how is that benefiting you?
Customer problems
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