Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
We reduced first response time by 80%
What do you like best about the product?
We use automations to do quick clean-up, and are better able to collaborate across teams.
What do you dislike about the product?
Not being able to change the TO field on a reply.
What problems is the product solving and how is that benefiting you?
Analytics - we're able to track our SLAs
A user friendly platform that's easy to use which will give you the results you need
What do you like best about the product?
The flexibility setting up the board to your needs.
What do you dislike about the product?
There isn't anything that comes to mind that I dislike
What problems is the product solving and how is that benefiting you?
Streamlined support system.
Supporting Customer with Freshdesk
What do you like best about the product?
Great automation abilities, cross departmental abilities and reporting.
What do you dislike about the product?
AI tools are not particularly usefull. Some legacy things like manditory default status that could be improved.
What problems is the product solving and how is that benefiting you?
Ability to run our support desk and call centre all from freshdesk
Increased Understanding of Root Causes, Trends and Inter-Business Interactions
What do you like best about the product?
The reporting elements and capabilities are massively detailed and can be tailored to provide whatever data is needed.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
For example, it's possible to drill down root causes to understand specifically why an incident happened. This is invaluable for things like training, development and identifying trends or issues.
What do you dislike about the product?
Being web-based, it can be a bit clunky.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
We have encountered some issues with duplicated tickets being raised from the same email or query trail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to monitor my team's productivity to a certain degree, but most importantly it allows me to delve into summaries of query types, root causes and resolutions.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Previously we managed this data manually / via Outlook team inboxes and all reporting was manual and unreliable.
The reporting elements of Freshdesk are genuinely invaluable.
Our Experience with Freshworks
What do you like best about the product?
I continue to like what I have mentioned in the past.
What do you dislike about the product?
Innovation and adoption of AI
Build of new age features is very slow
Visibility of future roadmap
Build of new age features is very slow
Visibility of future roadmap
What problems is the product solving and how is that benefiting you?
Helped in Improving our customer support experience.
Freshdesk: Features, Pros, and Cons
What do you like best about the product?
articularly its focus on enhancing productivity and simplifying reporting
What do you dislike about the product?
While Freshdesk does provide the ability to generate and schedule reports, the delay in receiving them via email can hinder immediate access to critical data. Direct report downloads within the platform would indeed be a more efficient option
What problems is the product solving and how is that benefiting you?
Freshdesk excels at providing email support and managing customer interactions through its shared inbox feature. Here's how it helps streamline email support and improves tracking
Great CRM System
What do you like best about the product?
User friendly and simple to navigate UI.
What do you dislike about the product?
Unable to export automation rules
No notifictaion are sent when an app needs updating,so the app stops working abruptly unless the admin updates it promptly . This an admin overhead
No notifictaion are sent when an app needs updating,so the app stops working abruptly unless the admin updates it promptly . This an admin overhead
What problems is the product solving and how is that benefiting you?
Reduced response time to customers and improved agent productivity
Streamlining Support Efficiency
What do you like best about the product?
Freshdesk stands out because it combines a comprehensive set of features with ease of use, making it suitable for companies with small and large support teams. Its ability to streamline workflows, automate repetitive tasks, and deliver multi-channel support allows businesses to offer quick, efficient, and personalized customer service.
What do you dislike about the product?
NO built in social media integration
Freshdesk offers an excellent suite of features for customer support, but it’s not without its drawbacks. Businesses may find it expensive at scale, and some users report challenges with advanced configurations, complexity in setting up automation, and limited functionality in lower-tier plans.
Freshdesk offers an excellent suite of features for customer support, but it’s not without its drawbacks. Businesses may find it expensive at scale, and some users report challenges with advanced configurations, complexity in setting up automation, and limited functionality in lower-tier plans.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates allcustomer interactionsinto a single platform, allowing to response and solving complaints on faster scale
It's a brilliant tool with intuitive interface and a lot of useful features.
What do you like best about the product?
The best part about Freshdesk is that it is user-friendly, tracking the performance of all the users at one go and easy to download customized reports.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
This also effectively helps in real time ticket monitoring that helps in reducing the resolution time for a better customer support experience.
It is useful when it comes to team work as we can easily reassign the tickets in case there is any issue with the currently assigned team member to avoide any further delay in the resolution.
What do you dislike about the product?
I do not feel any specific challenge while using the tool but the only limitations of the Freshdesk is that sometimes when the ticket volume is high, it takes time to load the tickets and the manual reassignment takes higher time that results in high resolution time for the customers.
What problems is the product solving and how is that benefiting you?
The problems solved by the use of the freshdesk includes, reduction in the AHT, real time ticket monitoring and downloading the reports as per the requirement. This also helps in improving the perfomance of the team. It provides a clear insights on assigned, unassigned, resolved and unresolved tickets on daily, weekly and monthly basis which helps in time series analysis of work flows.
G2 Review
What do you like best about the product?
Great AI capabilities increased csat and agent productivity
What do you dislike about the product?
Adding disposition is difficult sometimes
What problems is the product solving and how is that benefiting you?
Analytics and reporting
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