Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Great Ticketing System
What do you like best about the product?
We have many different departments in our Business, as such we needed a system which we can customise ourselves to include bespoke fields which also lets us create reports to be sent out automatically from Freshdesk removing the need for someone to create these.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
We also love being able to add automations on emails received so they can be sent to the right person first time reducing Customer response time and saving us time manually directing tickets.
Reporting is also great for creating a wallboard so the team can see how we are doing on an hourly basis
Freshdesk is super easy to setup and start working with straight away once you have set yuour email forwarding up, then its just a case of getting your automations setup which can be done over time.
Support is usually good and reposnes are generally quick depending on when i send them due to time zone clashes.
What do you dislike about the product?
One draw back for me is the reporting in analytics, this only updates once per hour and each instance updates at a different time, it would be good if the data in these reports were live and read from the database or atleast an easy way to see when the database refreshed. Currently i look at the last updated date to get the time of the latest update to have an idea when the database refreshed.
What problems is the product solving and how is that benefiting you?
We used to use Outlook to manage our workloads and over time this became more and more unsustainable. Freshdesk not only had an immediate impact on our Customer response times is also improved satisfaction whist reducing complaints.
Faster
What do you like best about the product?
It's very fast and easy to use, lot's of pernalizations
What do you dislike about the product?
Some limitations inside the automation part especially for follow-up tickets.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
Inside reports, there is no way to consider only the last CSAT received per ticket (for instance, if a customer gives a bad score and then leaves a good score, the system always considers both of them). There is no way to stop SLA policies during the launch break.
What problems is the product solving and how is that benefiting you?
It helps us manage tickets faster and whit ease.
Excellent & efficient collaboration tool with great analytics to accompany!
What do you like best about the product?
Freshdesk can host many agents in a cross-functional way which is integral to making what we do be efficient and satisfy our customers. It is easy to use which allows for less time training and onboarding for how to use the tool. When there are issues, the customer support team is easy to contact and resolve issues quickly. Using the tool everyday puts a lot of pressure on the need to always be functional - we have yet to have an issue! Having the internal notes capability between agents, forwarding of tickets, and other attributes that can be tagged to a ticket allow for easy searching and aggregating of metrics.
What do you dislike about the product?
The only downside I have experiences is if I don't have the specific admin privileges to see certain groups and therefore, tickets, the tickets seem to disappear and it takes some time to get access to these tickets.
What problems is the product solving and how is that benefiting you?
Organization of different types of requests or complaints.
Freshdesk is an intuitive platform that facilitates easy learning.
What do you like best about the product?
Freshdesk show you the amount of tickets per days, weeks, months about every agent. Ease implementation and ease to use.
What do you dislike about the product?
Freshdesk does not merge automatically the tickets that are from the same number.
What problems is the product solving and how is that benefiting you?
We can interact with the member with emails and calls
Very useful tool!
What do you like best about the product?
Cost-effective and easy to use. It has helped our startup.
What do you dislike about the product?
Not a particular dislike but improved server activity on smaller memberships would be great.
What problems is the product solving and how is that benefiting you?
Easy use of tickets that help with tracking previous interactions with members.
Excellent Omnichannel solution with AI Capabilities
What do you like best about the product?
Excellent Omnichannel solution with AI Capabilities
Constantly evolving in features and capabilities
Constantly evolving in features and capabilities
What do you dislike about the product?
Not much, great solution for our use, support is also quite responsive to resolve issues or provide a response
What problems is the product solving and how is that benefiting you?
Omnichannel support for customer interactions accross multiple channels and social media. Very flexible configurations
Good ticketing platform
What do you like best about the product?
Parent -chid ticketing permits team collaboration and a good overview of issue resolution progess
What do you dislike about the product?
No reporting on inhouse ticket creators. You can't track the number of tickets being created by an agent.
What problems is the product solving and how is that benefiting you?
Entry flow data and task management.
Good platform for a decent cost
What do you like best about the product?
It's simple to use, easy implementation, good support, easy integration
What do you dislike about the product?
Nothing much, but there is always room for improvement
What problems is the product solving and how is that benefiting you?
Multiple conversations with customers, merging tickets from same customer into one thread
A Game-Changer for Reporting, Analytics, and Agent Efficiency
What do you like best about the product?
What I love most about Freshdesk is how easy it is to use and how well it brings everything together—especially for reporting, analytics, and helping our team work more effectively. The reporting tools make it simple to see key performance metrics, which helps us spot trends and make smart, data-based decisions. We can quickly create customisable reports that let us dive into details like response times, ticket patterns, and individual agent performance.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
This level of insight has been incredibly useful for identifying any bottlenecks, fine-tuning our workflows, and boosting our agents' efficiency. With smoother processes and a clearer view of workload distribution, our agents can handle more requests without compromising quality. Freshdesk gives us exactly the information we need to keep improving and reach our goals in a way that scales with us.
What do you dislike about the product?
While Freshdesk has loads of great features, one downside we've noticed is that it can sometimes feel a bit overwhelming to navigate. There are so many tools and settings that finding specific features quickly can be tricky, especially for new team members who are still learning the ropes. Setting up agent roles could also be easier—configuring different roles and permissions isn't always straightforward, so it can take extra effort to make sure each agent only sees what they need. A simpler layout and clearer controls for agent roles would definitely make things smoother for our team.
What problems is the product solving and how is that benefiting you?
Freshdesk has been a big help for our team by making customer support and day-to-day work run more smoothly. It makes it easy to keep track of customer messages and manage support tickets, so we can organise and prioritise enquiries properly. This way, nothing gets overlooked, and customers get quick responses, which helps us keep up our service standards.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
The reporting and analytics tools in Freshdesk are also really handy. They give us a clear view of things like response times, ticket trends, and how each agent is performing. These insights make it easier to spot patterns and bottlenecks, so we can tweak our processes and make things run better. Having this level of visibility helps us make smart, data-driven decisions and scale up our support without letting quality slip.
Although Freshdesk can sometimes feel a bit complicated to navigate, its flexibility is a real bonus. We can customise reports, adjust ticket workflows, and set agent roles to suit our needs, which helps us handle a growing workload efficiently. This adaptability is great for keeping both our team and customers happy as we grow.
A great budget solution for collaboration and workload orchestration.
What do you like best about the product?
Freshdesk is easy to implement, learn and manage. It's quick and easy to centralise all work and to unlock faster collaboration.
What do you dislike about the product?
Freshdesk doesn't have an automatic ticket generating scheduler, unline Freshservice.
What problems is the product solving and how is that benefiting you?
Before, we had wholly decentralised workloads on my team, and I was struggling to track and triage work effectively. Freshdesk centralises all of our work, allowing quick and easy monitoring and collaboration.
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