Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Easy prioritization and overview of ongoing tickets
What do you like best about the product?
I am using Freshdesk daily, it is the main tool that we use to reply to client's requests.
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
We previously used just plain email and it was exhausting to keep track on all unresolved and ongoing issues.
With Freshdesk we have everything under control and increased the agents productivity and decreased the first response time by approx. 15%
What do you dislike about the product?
Freshdesk has a useful AI tool called Fredy AI, but unfortunately it is available only on high-paying plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us to organize and prioritize the daily tickets for each agent to be focused solving issues that matter most.
An easy-to-use tool for maximum efficiency gains
What do you like best about the product?
merging of similar tickets, access to documentation, ease of use
What do you dislike about the product?
The fact that you can't change the recipient when replying to a ticket and that when a copied email replies you lose the ticket and the conversation in progress.
What problems is the product solving and how is that benefiting you?
Mainly KPIs, documentation and better monitoring of customer files.
Efficient ticketing tool
What do you like best about the product?
Freshdesk helps us manage and address our client's concerns faster.
What do you dislike about the product?
None that I know of. Haven't had any problem so far.
What problems is the product solving and how is that benefiting you?
It helps us communicate wtih clients faster and efficiently
Ease of use and system integration
What do you like best about the product?
I enjoy using FreshDesk mainly because of the ease of use and integrations into our other SaaS platforms.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
I have used quite a few other helpdesk platform and FreshDesk is by far easier to use.
I also like the fact that FreshDesk has more features than other providers from what i have seen.
What do you dislike about the product?
Support.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
When logging a ticket for support, I am asked to book time with a support personal and its almost always:
1) The next day
2) The available time in their calendar is after hours my time.
I feel that if i log a ticket e.g. 10am this morning, i need to get support the same day and within my time zone. Its not my problem if support if e.g. outsourced to FreshDesk staff based in India time zone. I pay for this service and expect service during my time zone.
What problems is the product solving and how is that benefiting you?
Linking business and admins using a robust helpdesk platform. Works really well.
Great automations and Customer portal
What do you like best about the product?
Workflow automation is super easy to set up and configure. Can get a bit tricky if its not managed from the beginning as it can blow up quite easily once your service portal is updated.
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
The ability to populate service catalogue is super easy.
There are a lot of modules included in licensing
What do you dislike about the product?
Would be nice to see the Freshservice name pop up a lot more and compete more with ServiceNow integrations. Most of the integrations with FS are manual and have required additional dev work. Customer support like all service providers can be difficult to navigate even though you are clear with what you are asking.
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
The web GUI can be a bit glitchy sometimes i.e. rescaling, auto correct, copy pasting, formating (especially in knowledge base)
What problems is the product solving and how is that benefiting you?
Ticket management
Efficient and Simple
What do you like best about the product?
The ease of use, easy to implement and ticket automations
What do you dislike about the product?
There's nothing to dislike. But if I were to be picky, it will have to be the knowledge base feature. It is quite basic. However, it is still adequate for most organisations.
What problems is the product solving and how is that benefiting you?
Agents can easily pick up tickets from Freshdesk. With the reporting metrics available, it gives us great visibility on the helpdesk's performance as a whole and also individual agent performance as well.
Transforming Customer Support: How Freshdesk Streamlined Our Service Operations
What do you like best about the product?
Freshdesk has streamlined our customer support processes by centralizing ticket management, making it easier for our team to track, prioritize, and resolve issues efficiently. With insights into metrics like ticket volume, conversation count, and assignment distribution, we’ve been able to allocate resources more effectively and identify recurring issues for proactive solutions.
What do you dislike about the product?
The reporting features, though useful, can be somewhat limited in customization, making it challenging to get specific insights without additional configuration. Additionally, the interface can feel cluttered at times, especially when handling high ticket volumes, which can slow down navigation.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving several key challenges in our customer support workflow by providing a centralized platform for managing tickets, tracking conversations, and assigning tasks efficiently. By consolidating all customer inquiries into one place, it eliminates the need for our team to juggle multiple communication channels. This has led to faster response times and improved accountability, as tickets can be prioritized and assigned based on urgency and workload. Freshdesk’s automation tools also help us streamline repetitive tasks, like tagging and routing, freeing up our team to focus more on complex inquiries. Overall, these solutions have boosted our team’s productivity and contributed to higher customer satisfaction.
Easy to use, good reporting analytics
What do you like best about the product?
Easy to configure and automate
It helped us to to automate the self distribution of the tickets among different levels of support
It helped us to to automate the self distribution of the tickets among different levels of support
What do you dislike about the product?
It can be a bit more helpful if there would be more integrations available
What problems is the product solving and how is that benefiting you?
It is easy to automate and also with the mobile app it is easy to use and work on different tickets and reply back
A powerful tool designed to boost employee productivity and streamline their daily tasks.
What do you like best about the product?
Automations
Analytics
Number of Features
Analytics
Number of Features
What do you dislike about the product?
There are some quirks --example: anytime you add a new ticket field, tag, ect it does take longer than desired for you to be able to use feature.
Delay is also a little longer than desired when updating user roles.
Delay is also a little longer than desired when updating user roles.
What problems is the product solving and how is that benefiting you?
Tool that streamlines ticket management, enhances team collaboration, and provides full visibility into client tickets, ensuring better organization and efficiency across teams.
Freshdesk Review
What do you like best about the product?
Great ability to create tickets/automation between multiple teams.
What do you dislike about the product?
Wish we could save queries by URL so you could easily share between users. It's time consuming manually creating each query for each individual user.
What problems is the product solving and how is that benefiting you?
multi team visiblity into tickets/organization
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