Streamlined customer ticket handling has saved time and improves our daily support operations
What is our primary use case?
Our main use case for Freshdesk Omni is getting the tickets or queries from customers whenever our portal is down or they need some information from us.
For example, if a customer wants to implement something in our service, we are doing an SFTP Go Go migration from SFTP legacy, so if they need to store their files in a GCS bucket, they will raise a ticket to us via Freshdesk Omni to implement that based on the urgency of the ticket.
Most of the time, we also get requests from customers to reset their account if they enter an incorrect password multiple times and that account gets locked out. They will raise a ticket to us and we will help them out. We have numerous queries which we get from customers.
What is most valuable?
The best features Freshdesk Omni offers include a very simple UI where in the dashboard itself, we can see how many tickets are in an unassigned state, how many are currently due today, or how many our team has resolved, making it very easy to understand and very fast and quick.
The dashboard of Freshdesk Omni helps us manage our tickets day-to-day by saving our time. On the homepage itself, you will be able to see unassigned tickets, for example ten, or priority tickets which are due today. Then, if you click on that, a simple click allows you to see all the tickets, and when you scroll down, you will see customer satisfaction percentage, showing how happy they are.
Freshdesk Omni has too many features, and I would also say that we have email support, call options, and you can also chat with the customer.
Freshdesk Omni has impacted us positively in our organization. We have saved a lot of time after implementing it, and the support we get, such as the ticket and communication with the client, is very rapid, happening very quickly over Freshdesk Omni.
What needs improvement?
The customization on Freshdesk Omni is limited, so if the user gets more options to customize it, it would be much better.
Other than that, everything looks good with Freshdesk Omni.
For how long have I used the solution?
I have been working in my current field for seven years.
What do I think about the stability of the solution?
Freshdesk Omni is stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability allows us to scale to numerous users, and it is easy to scale, but as you do the scaling, it becomes more costly.
How are customer service and support?
The customer support for Freshdesk Omni is good.
Which solution did I use previously and why did I switch?
Not at that company, but I have used different tools in a different organization.
How was the initial setup?
I have not purchased Freshdesk Omni myself. My company has done that, and it was already deployed in our organization, so I have never done the setup from scratch.
What about the implementation team?
I purchased Freshdesk Omni through the AWS Marketplace.
What was our ROI?
Money has been saved, definitely, even on the time saved. For employees, we have a team of nine members, and all of them are using Freshdesk Omni under our project.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, including ServiceNow before Freshdesk. We have also used a Jira ticketing tool.
What other advice do I have?
My advice to others looking into using Freshdesk Omni is to please go ahead, as it is one of the best tools in the market with a large customer base of more than 60,000. I have given this review a rating of 9.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Automatic Ticket Creation Makes Issue Tracking Easy
What do you like best about the product?
We can automatically create a ticket if there is any issue user is facing
What do you dislike about the product?
Sometimes I feel like adding videos and screenshot are difficult it will take time and no proper fitting
What problems is the product solving and how is that benefiting you?
I am QA tester so any software issue is created it is assigned to QA team as agent and then we do analysis and add a note and assign to other teams like ios team or android team or backend team, we can also know how the tickets has come from same user and timing of the ticket creation
A Review on FreshDesk
What do you like best about the product?
The ticketing and tracking down the ticket in freshdesk is very easy
What do you dislike about the product?
The upgrade plan of Freshdesk is a little expensive.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to line up all my club messages in one place and then solve them one by one by ticketing.
Efficient Ticketing with Great Features
What do you like best about the product?
I like that Freshdesk is easy to use, which makes it a great helpdesk tool for my organization. I appreciate the discounted pricing, which is beneficial for us. The custom mail SMTP feature is also a plus, as it allows for more personalized communication options. I'm impressed with the modern features and app integrations, which keep everything organized and centralized in one place. This saves time by having centralized ticketing for the entire organization. The initial setup was very easy, which made the transition smooth.
What do you dislike about the product?
Sometimes due to a technical glitch, outgoing gets blocked and I have to raise a support ticket, which delays operations.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for its centralized ticketing system, which saves time for my organization. The easy-to-use interface and app integrations help streamline our operations.
One of the Best, Most User-Friendly Ticketing Tools
What do you like best about the product?
It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly.
What do you dislike about the product?
Sometimes I run into syncing issues when assigning tasks in Jira.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful.
All-in-One Support Suite, But Limited Whitelabelling and Customization
What do you like best about the product?
Freshdesk is a great customer service suite. It brings together a knowledge base, ticketing, and a chatbot in one place, and it also includes Freddy Agent to answer queries on demand and support customers 24/7.
What do you dislike about the product?
It does the job, but when it comes to whitelabelling and making the tool feel like it’s part of our product, we found the customization options to be limited. We had to work around those limitations in both customization and whitelabelling. Also, the knowledge base feels more like a Q&A or FAQ, and we can’t really set it up in a documentation-style format.
What problems is the product solving and how is that benefiting you?
Help customers with common queries about our product, help them get access to support via ticketing system and help us to maintain a track of the customer queries and the way they were addressed managing customer delight
Efficient Support Management, Lacks Integration
What do you like best about the product?
I like that Freshdesk allows a team of multiple people to have access to issue resolution via the ticketing system. It helps to manage candidate communication and handle a high volume of repeat questions from candidates. The ticketing system is great for consolidating work, enabling a team of 5 to share and distribute tasks without clogging email inboxes.
What do you dislike about the product?
No integration with our ATS so ticketed conversations don't carry over to the system.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage candidate communication and handle repeat questions. It allows multiple team members to access the ticketing system, facilitating work sharing and distribution without cluttering emails.
User-Friendly Ticket Merging That Keeps Support Flowing
What do you like best about the product?
User friendly and easy to merge related tickets.
What do you dislike about the product?
The only problem with Freshdesk is that there's no AI suggestion for replies.
What problems is the product solving and how is that benefiting you?
Customer service related concerns on how refund, status of the order
Freshdesk’s Feature-Rich Toolkit That Can Do Almost Anything
What do you like best about the product?
Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it.
What do you dislike about the product?
Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times.
What problems is the product solving and how is that benefiting you?
Creating workflows, tickets, chats, automations is much smoother and easier with Freshdesk
Efficient Ticket Management, But Requires Tweaking
What do you like best about the product?
I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster.
What do you dislike about the product?
Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer queries and support tickets in one place. It organizes messages, avoids missing requests, and speeds up responses. The automation features save time, reduce errors, and improve efficiency.
