Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk, for everything work.
What do you like best about the product?
Its ease of use. Simple layout and unlimited customisation options.
What do you dislike about the product?
The feature to create sub groups in agent active details
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to monitor our business queues in real time. We are into a food delivery business.
Best in class ticketing portal
What do you like best about the product?
Ease of use ,AI Freddy usage and analytics
What do you dislike about the product?
Cost can be reduced and call transcription feature do be enhanced
What problems is the product solving and how is that benefiting you?
User emails are converted to tickets and resolved
G2 Review
What do you like best about the product?
It's a great tool for monitoring the tickets and personalizing the reports from the WFM POV. I have been using Freshdesk for the last 6 years.
What do you dislike about the product?
We had latency issues frequently which were highlighted to the FD Support team and resolved.
What problems is the product solving and how is that benefiting you?
We are able to resolve the cx concerns quickly and reports personalising is easier
User friendly Software
What do you like best about the product?
that Coustmization options in Freshdesk software and the support. ease of intigartion , use
What do you dislike about the product?
no such any issue i have oberved in freshdesk
What problems is the product solving and how is that benefiting you?
Coustmer issues
Improved the quality of work which resulted in great customer satisfaction
What do you like best about the product?
Freshdesk improved the quality and quantity of task assisted that helps us further stabilized the relation between our company and our client. It minimize the unassisted tickets and we are able to monitor the productivity of each user within our team.
What do you dislike about the product?
The only downside i experience on Freshdesk is when updating the policy number in the settings, its taking time and sometimes im getting error.
What problems is the product solving and how is that benefiting you?
Reducing and organizing the volume of emails received from different clients. It makes easier for us to tracked requests and queries and we are able to respond to them quickly.
FreshDesk at CASHe (Bhanix Finance and Investment Ltd) for audit purpose.
What do you like best about the product?
I head Internal Audit and Controls at CASHe and customer queries, complaints are a part of our monthly review.
Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise.
Freshdesk is an excellent CRM tool which helps us to see all the linked communication and that too ticket wise.
What do you dislike about the product?
At times I find that teh communication is not sequential.
What problems is the product solving and how is that benefiting you?
All customer queries from multiple channels (email, chat, social media, phone) are consolidated into a single platform makes it easier for us as Auditors to review
Well knowledge agents and devs
What do you like best about the product?
FDK framework easy to use for dev. Easy to stimulate for testing.
What do you dislike about the product?
Freshchat documentation needs more content and examples.
What problems is the product solving and how is that benefiting you?
Able to address customer issue by raising tickets and ensuring the issue is not repeated by tracking it.
Review of Freshdesk operations
What do you like best about the product?
A detailed review tool for enhancing customer support and bringing smooth experience between the customer and the organisation.
What do you dislike about the product?
There is a lot of time consuming observed while refreshing.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as the customer engagement platform where the customers describe their queries and feedback of our product through freshdesk and we can identify their queries through complaint tye and ops issue
We can do so much ouerselves
What do you like best about the product?
There was no external support required to configure Freshdesk. Agents were able to start working after 20 min training. Freshdesk support is alwys at hand when needed.
What do you dislike about the product?
Some reports fail to retrieve correct data.
What problems is the product solving and how is that benefiting you?
All agents pick tickets from a common inbox and work on it. If an agent is not available some else can continue. That new to us since use simpled email management before.
Freshdesk and Customer Satisfaction
What do you like best about the product?
Freshdesk is very user friendly and has increased our production by 41% and reduced our customer requests for statuses on orders by 17%. Freshdesk is very responsive and their production is excellent.
What do you dislike about the product?
Freshdesk could be clearer on reporting numbers but the reporting works for what we need.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us process our purchase orders and this is taking the manual work away from our team and creating a seemless automated transition for order processing for our company.
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