Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Freshdesk User Experience
What do you like best about the product?
I love how much we can optimise and configure our Helpdesk with Freshdesk. We barely need to reach out to them. To deal with our large amount of queries from students and staff we are able to customise our SLAs to keep every department accountable and proactive to deal with any tickets. As we have plenty of routings in our Helpdesks it is easy to adjust elements. One team may be able to respond quite quickly whereas another team may take longer to respond.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
The canned responses and solution articles make repetitive queries much quicker to address, which is especially valuable in an educational environment where similar questions come up frequently. We are able to build effective knowledgebases to share with students.
We have recently started using Freshdesk's collaboration tools, like internal threads, these allow us to involve team members and managers seamlessly, making it easy to bring in additional expertise on complex issues. Whereas in the past we would need to forward to a different group we can now forward the email to a recipient.
Finally, the centralized helpdesk setup prevents important requests from getting lost in emails and ensures they’re routed to the right teams, which has made how we manage student and staff support. Although we have had this setup for some time we are able to route email groups to Helpdesks.
What do you dislike about the product?
It's difficult to write about anything I dislike about Freshdesk as any issues are dealt with promptly and professionally. With a usual response being within a few hours at most.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
We have regular meetings with Freshdesk and their Team, meaning that whenever we have suggestions to optimise our workflow they are eager to listen and implement changes. Equally with regular meetings it also means that not much slips through the cracks.
What problems is the product solving and how is that benefiting you?
Freshdesk solves a lot of our critical challenges, including managing repetitive queries, maintaining quick response times, and enabling seamless collaboration across departments (Threads and notes). With customisable SLAs and canned responses, we handle frequent inquiries efficiently, allowing more time for complex issues. We can also setup rules for all of our tickets. What I also like is how we can setup rules that help with SPAM. Recently we had an influx of SPAM tickets of over 1000 and each one had elements of latin in, therefore it was easy to setup a filter with some rules to ensure these were automatically marked as SPAM.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
We have an existing API integration with our CRM system in FileMaker that it adds context to each ticket by automatically attaching contact information, elements such as Learner IDs all associated emails. On top of that any ticket that comes through is also sent automatically to Filemaker to keep a log on the student record. So in effect it supports a system with 2 way communication.
We are now working toward incorporating JAMF to track assets within Freshdesk, this will further centralize support information and simplify troubleshooting. This is vital as we maintain a single source of truth and piggyback a lot of other systems. All without duplicating information but rather mirroring information.
Freshdesk also integrates with other channels such as Whatsapp. Our Students can contact us on Whatsapp and that come through to our Freshdesk system, we can also link other channels such as Facebook.
Smart, Scalable Ticketing Solution, Features, Pros & Cons
What do you like best about the product?
Seamless experience.
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
Efficient teamwork.
Easy to use.
Integrates with third-party apps.
Advanced ticketing
What do you dislike about the product?
Cost.
Reporting and analytics.
Learning curve
Support
Reporting and analytics.
Learning curve
Support
What problems is the product solving and how is that benefiting you?
Automating repetitive task.
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
Creating a knowledge base.
Improving productivity.
Reducing support costs.
Improving customer satisfaction
Ease of Use
What do you like best about the product?
Freshdesk is easy to use and wonderful for providing customer support.
What do you dislike about the product?
I haven't found anything I don't like about Freshdesk.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a simplified means to communicate effectively with our customers.
A great product and a must have
What do you like best about the product?
Freshdesk is an amazing tool that exponentially increased productivity in our Team, helping our Agents grow and acomplish more due to user friendliness, the solution page and automation.
What do you dislike about the product?
It's not that I dislike or considering it a downside but a bit annoying. When using filters under reporting and applying them when you get to exporting you need to flip the toggle to export using the filters, otherwise it exports all the information in the backend.
What problems is the product solving and how is that benefiting you?
Helpdesk solved the problem of people emailing us directly when needing support or using other means of communication. With FreshDesk it makes it alot easier to prioritise work and staying organised.
Freshdesk Review
What do you like best about the product?
Ease of Use. It makes for a rast response time.
What do you dislike about the product?
Its hard to pick anything, really. I enjoy it!
What problems is the product solving and how is that benefiting you?
Solving the fastest response time for customers. It makes for a great customer experience.
We’ve seen a nearly 30% increase in productivity, thanks to our reporting system.
What do you like best about the product?
Reports and Analytics System helped find the traning requirements and find a solution for it.
What do you dislike about the product?
Nothing really, as we shifted from Zendesk we have seen freshdesk more helpful.
What problems is the product solving and how is that benefiting you?
Assisting with reports through analytics and managing workflow using A1 automated responses.
Great Productivity
What do you like best about the product?
Ticketing serves as a valuable feature that significantly enhances overall productivity.
What do you dislike about the product?
None of the current features I utilize are causing any problems.
What problems is the product solving and how is that benefiting you?
Maintaining an organized email system across various departments
"Transformative Impact on Support Efficiency and Customer Satisfaction with Freshdesk"
What do you like best about the product?
One of the things I appreciate most about Freshdesk is how its automation features simplify repetitive tasks, saving time and speeding up response rates. The ticketing system is user-friendly and, combined with customizable workflows, makes managing a large number of requests much more efficient. Another standout feature is the self-service knowledge base, which lets customers find answers quickly and has noticeably reduced the volume of simple inquiries we receive. On top of that, the detailed analytics and reporting tools are a huge plus, helping us monitor key metrics and improve our support strategies over time.
What do you dislike about the product?
Freshdesk is a strong platform overall, but there’s room for improvement in its customization capabilities, particularly when dealing with advanced settings. Tailoring the platform to fit unique workflows can sometimes feel restrictive, leading to the need for workarounds. Another area for enhancement is performance—features like reports or the ticketing dashboard can be slower to load during peak times, which can impact efficiency. While these issues are relatively minor, they can become noticeable when managing high volumes or very specific business processes.
What problems is the product solving and how is that benefiting you?
Freshdesk has significantly optimized our support processes by centralizing ticket management, automating repetitive tasks, and empowering customers with self-service options. This transformation has allowed us to handle high ticket volumes more effectively, cutting response and resolution times by roughly 30%. The automation features are especially valuable, as they manage routine inquiries while routing complex issues to the appropriate teams, ensuring seamless support. Furthermore, the self-service knowledge base has decreased basic inquiries by about 15%, enabling our team to concentrate on more critical tasks. These improvements have not only enhanced team efficiency but have also driven an 18% increase in customer satisfaction, as support is delivered faster and more accurately.
Simple and comprehensive Helpdesk
What do you like best about the product?
It's simple to use and provides a comprehensive service desk from start to finish
What do you dislike about the product?
It would be nice to have the ability to hide functions you don't use daily for your own individual requirements
What problems is the product solving and how is that benefiting you?
It helps us provide a full functional service desk for all of our clients and assists us in monitoring SLA's
We have been working with freshwork since 7 years and this helped us to improve our customer service
What do you like best about the product?
Very easy to handle and the support team is very consistent and efficient.
What do you dislike about the product?
Nothing as such found as we are using this for more than 5+ years
What problems is the product solving and how is that benefiting you?
This helped us to improve our data capturing and ticketing system. This helped us to improve our agent productivity by 50%.
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