Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
Easy to use!
What do you like best about the product?
The automations and the collaboration between our team members.
What do you dislike about the product?
Honestly, nothing comes to mind at this time.
What problems is the product solving and how is that benefiting you?
When our team members were out on vacation or sick, emails would pile up in their inboxes. Now, they are all sent to our Freshdesk account and other team members can answer questions while that person is out of the office.
SMB experience with Freshdesk
What do you like best about the product?
Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years.
What do you dislike about the product?
There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly.
What problems is the product solving and how is that benefiting you?
Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.
Freshdesk sets the standard for what a CRM system should be.
What do you like best about the product?
It is flexible and allows us to optimise it based on our organizational needs.
What do you dislike about the product?
It can be a bit intimidating with the amount of granular detail allowed in the settings.
What problems is the product solving and how is that benefiting you?
Consolidating several support portals into one central repository where staff can efficiently respond to stakeholder queries.
Helpful
What do you like best about the product?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
What do you dislike about the product?
I don't like how it freezes and logs you out randomly
What problems is the product solving and how is that benefiting you?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
Simple and powerful
What do you like best about the product?
Freshdesk is what I like about every service: it’s straightforward, easy to customize and yet simple to learn and use. It’s doesn’t need a complex training or a full team to manage a huge amount of tickets and templates.
What do you dislike about the product?
The introduction of AI is gadget so far and not very useful, let’s see in the future.
What problems is the product solving and how is that benefiting you?
Being able to get informations data from ticket submission and have automated responses by category
Eases of use and user friendly
What do you like best about the product?
I like how Freshdesk provides an easy-to-use interface with powerful automation, making it simple to manage customer inquiries efficiently in one place
What do you dislike about the product?
Sometimes the system can be a bit slow, and a few advanced customization options are limited.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us organize and track customer inquiries in one place, ensuring faster responses and better follow-up. This has improved our team’s efficiency and enhanced customer satisfaction.
Super immature
What do you like best about the product?
I cant say that I like anything about it really
What do you dislike about the product?
API is bad
Reporting is very bad
Dashboarding doesn't work
Ease of use doesn't exist
Customization is very bad
Integrations are the worst I've seen
Reporting is very bad
Dashboarding doesn't work
Ease of use doesn't exist
Customization is very bad
Integrations are the worst I've seen
What problems is the product solving and how is that benefiting you?
They are creating more problems
easy to handle to ticketing tool
What do you like best about the product?
easy to use for a beginner and quick navigation and can be easily used by a laymen
What do you dislike about the product?
fewer features as compare to Jira, like some ai features
What problems is the product solving and how is that benefiting you?
It's helped my organization to manage and document call conversation that we had as a tech support engineer at Queuebuster.
Freshdesk Makes Customer Support Easy and Efficient!!!
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which makes managing customer tickets easy and efficient. The platform is quick to implement, so we were up and running with minimal downtime. We use it frequently every day, and its automation features significantly reduce manual work. Plus, the multi-channel support ensures smooth communication across email, chat, phone, and social media. The robust reporting and integration options also provide valuable insights and flexibility to tailor workflows.
What do you dislike about the product?
Strong Support Features, but UI Can Improve
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scattered customer communications by consolidating all tickets from different channels into one platform. It helps us manage support requests efficiently, avoid missed queries, and respond faster. This improves customer satisfaction and reduces the workload on our support team. Automations and easy ticket prioritization save time, allowing us to focus on resolving issues rather than organizing them.
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