Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Works well for collaboration
What do you like best about the product?
Being able to collaborate on tickets nad being presented with a to-do list of tasks
What do you dislike about the product?
Keyboard shortcuts can bug out on occasion, New agent permissions default to global access
What problems is the product solving and how is that benefiting you?
Our IT team works out of it, using it as a central point of communication for all end users. This allows the IT team to track all issues and ensure enverything is resolved. It also allows archiving of previous resolutions for future reference
experience in export the bulk data and handling customer reviews
What do you like best about the product?
the most best part is to allow us to export the past data and it store the bulk data which help to easy to use and help to solve the customer query, easy to understand the features.
What do you dislike about the product?
as of now ecxperience i did not find any thing dislike but if it will update more we will be greatful
What problems is the product solving and how is that benefiting you?
it help us to resolve the tickets or query of customer and also help to export the bulk data and we can also resolved the query in bulk and one of the best part that seach part of contacts, tickets,solutions,forums,etc.
Freshdesk is really easy to use and very user friendly.
What do you like best about the product?
Easy to track Inventory. We were able to track the tickets.
What do you dislike about the product?
The only thing i felt bad is about child tickets. When ever a child ticket is created it is created as a seperate ticket. If the child ticket is showing under the parent ticket then it will be more easy.
What problems is the product solving and how is that benefiting you?
We are able to track the IT tickets and have documentation of the issues. Also we are able to have an Inventory for all.
Ease of use
What do you like best about the product?
User friendly and helps the team monitor their tickets and pending task
What do you dislike about the product?
Keeps creating new tickets even with same subject
What problems is the product solving and how is that benefiting you?
Managing bulk redundant request
Fresh Deck
What do you like best about the product?
User Friendly interface of fresh desk to make, easy to handle, have a nice suppoort by the backend team, we have frequent use of freshdesk, freshdesk have number of feature whuch make it easy to use, it is easy to implemenation and easy to integration
What do you dislike about the product?
Fresh deck take a quite longer time to fresh the system
What problems is the product solving and how is that benefiting you?
Refresh of system, that quite longer time.
Easy to use, User Friendly and has a big impact on efficiency and productivity
What do you like best about the product?
Automation to avoid repetitive tasks and easy implementation. It will satisfy customers by providing an easy way to connect with their requests
What do you dislike about the product?
Repetitive prompt error.
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
Exporting Data it includes the merged tickets and did not include the custom objects
Too long to resolve the issue
Maximum fields in ticket fields
FSM App for field engineer limited and no measurement of SLA
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key problemsin our customer supports.It will benefit usto enhanced the worklo, saving time and helping us provide a betterexperience for our customers
My work routine took a 360 for the better.
What do you like best about the product?
The ticketing capabilities with automations and rules for auto assignment. The full behind the scenes view for employess when they are abesnt to prevent delays. reports, metrics all the things. Easy to learn and impliment into the existing structure. Customer support reponse times went down and were met in target range. Easily intergrated with our existing inventory/order entrey system. I use this platform everyday - entire work day - Total Fan here
What do you dislike about the product?
Rule overridding can be a pain but you can learn to navigate it easily after a little trial and error
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
This program is comprehensive and capable of so much that it can be overwhelming to navigate all those options at first - I did catch on quick thougnh.
What problems is the product solving and how is that benefiting you?
Visibitly to work load with absent employees & coworkers
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
automated ticket routing - gives me time back in my schedule
guided automations for response time alerts
keeping employees engaged and balanced work loads
Freshdesk help us increased 20% of our agent productivity
What do you like best about the product?
automation and analytics report that provide 360 view of our customer enagagement.
What do you dislike about the product?
Can have more feature module that can be intergrated with 3rd party app
What problems is the product solving and how is that benefiting you?
L1 engagement and automatin
Freshworks enhances ease of operations, reporting and analytics
What do you like best about the product?
Parent Child Ticketing improves tracking and collboration between teams easy
What do you dislike about the product?
Need intergration of Decision Tree/Knowledge base into Freshdesk
What problems is the product solving and how is that benefiting you?
Ease of Ticket management and exclude unwanted emails leading to improved agent productivity and response TAT
Freshdesk's Positive Impact on Our Customer Support Efficiency
What do you like best about the product?
Freshdesk has significantly improved our support operations, leading to a more streamlined workflow and measurable efficiency gains. Since implementation, we’ve seen a 30% increase in agent productivity, with average response times reduced by 20%. Additionally, the analytics tools provided by Freshdesk give us clear insights, enabling data-driven improvements that enhance our overall service quality.
What do you dislike about the product?
While Freshdesk has positively impacted our support operations, driving up productivity by approximately 20% and reducing response times by 15%, we find the platform's costs to be quite high. We're weighing the benefits against the expenses to determine the best path forward for maintaining efficient service without stretching our budget.
What problems is the product solving and how is that benefiting you?
Freshdesk has provided clear improvements in our team’s efficiency, enabling us to track agent productivity and response times effectively. Since implementation, we’ve seen a 20% increase in agent productivity and a 15% reduction in average response time, directly contributing to faster, more reliable customer support.
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