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.
Excelent Customer Interaction Tool
What do you like best about the product?
Freshdesk is capable of offering a bundle of services in one package, ie. Email tickets, social media, chat, and you can also integrate it with your dialer and CRM. Freddy AI has proven highly effective in composing and drafting email responses, streamlining communication, and improving response quality. This actually reduces the manual work of agents.
Apart from that, the analytics dashboard and report, very easy to understand the ticketing resolution process. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
Apart from that, the analytics dashboard and report, very easy to understand the ticketing resolution process. Customer data download Compilation. Freshdesk’s reporting and analytics tools make it easier to spot trends, measure performance, and fine-tune support strategies.
What do you dislike about the product?
Prices are pretty high while opting the advanced services for smaller firms or businesses. Often have issues with the performance of Freshdesk.
What problems is the product solving and how is that benefiting you?
automation and auto response
Enhanced ticketing
What do you like best about the product?
Assigning tickets to streamline the work flow has never been easier with any other platform compared to freshdesk
What do you dislike about the product?
Price could be a bit lower to accommodate more agents
What problems is the product solving and how is that benefiting you?
Ticket management and agent assigning
Their Self Explanatory Products allows anyone with basic knowledge and implement the system
What do you like best about the product?
Support, Product Features, Uptime and Availability
What do you dislike about the product?
Nothing as such. They might have to compare other products and implement them
What problems is the product solving and how is that benefiting you?
Their Better Reporting and Automation tools helped us to do faster deployments.
Good software
What do you like best about the product?
Ease of Use
Support
Productivity
Options
Support
Productivity
Options
What do you dislike about the product?
The analytics sometimes does not work.
What problems is the product solving and how is that benefiting you?
Managing large numbers of tickets
A User-Friendly Solution with Robust Features
What do you like best about the product?
Freshdesk is fully customizable platform, it provides solutions to any of our needs and services. Multiple product features, portals and unlimited number of emails to add.
What do you dislike about the product?
Slow loading times when viewing ticket filters, ticket merging system and customet support.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline all of our products communication (20+ products with 100+ emails) in one place. Product portal helps us to decrease ticket and it's fully customizable.
Its been absolutely good. Much better than zenddesk!
What do you like best about the product?
Our coustom log in capability and Freddie!
What do you dislike about the product?
I would like tickets ways to organize the tickets better
What problems is the product solving and how is that benefiting you?
Its allowing is to keep coustomr requsts organized. That helps alot.
great tool for managing your support desk
What do you like best about the product?
ticket management, automation and collaboration capabilities are just a few of the highlights of freshdesk.
integration with other tools and easy interface makes it so easy to be part of the team.
integration with other tools and easy interface makes it so easy to be part of the team.
What do you dislike about the product?
i have observed no downsides in 4 years of using it
What problems is the product solving and how is that benefiting you?
reporting, increasing agent productivity, increased customer satisfaction,
Works as an ATS
What do you like best about the product?
We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc
What do you dislike about the product?
It's kind of hard to have reports, data analysis
What problems is the product solving and how is that benefiting you?
We can manage a lot applicants that daily recieve and that's impact on our productivity
Transformative Customer Service Tool with Chatbot Efficiency
What do you like best about the product?
I like most the chatbot features in Freshdesk, which help automate tasks. It allows me to handle day-to-day questions that customers may have more efficiently by putting them into a chatbot workflow, which facilitates self-service. This automation significantly reduces the workload, as I believe it cuts down half of the job I would have to do manually. Also, setting up Freshdesk was very easy.
What do you dislike about the product?
I think, well, we could improve the Freddie AI as a copilot for agents.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me centralize all tickets and clients from different channels. Its chatbot features automate day-to-day questions, providing self-service and reducing half of my workload in customer service.
Efficient, Feature-Rich, and Easy to Use for Seamless Customer Support
What do you like best about the product?
The Freddy AI and its interface have been updated, making the product much easier to use and understand compared to the previous version. Additionally, more integration apps are now available in the Marketplace, enabling users to utilize the product more effectively.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
The product has also introduced new fields to help monitor internal team ticket creation — specifically, the "Internal Group" and "Internal Agent" fields. These enhancements are highly useful in identifying and comparing tickets raised internally versus those submitted by customers.
What do you dislike about the product?
From our perspective, the product has improved significantly, with many new features being introduced. However, there is still room for improvement, particularly in responding to customer queries raised in the forum and through customer support.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
One major concern is that certain features are being deprecated without prior notice. This creates challenges, as teams are not given sufficient time to adapt or transition to alternative solutions. For instance, the removal of service-based features had a considerable impact on our workflow. Providing advance notice for such changes would be highly beneficial.
What problems is the product solving and how is that benefiting you?
Freshdesk solves key issues like ticket management, automation, and team collaboration, streamlining workflows and improving response times. This leads to faster resolutions, reduced workload, and better overall customer satisfaction.
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