Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Freshdesk Review from a Customer Service Manager perspective
What do you like best about the product?
It provides us flexibility in setting up our automations which resulted to a decrease in our ticket volume and manual work needed to answer tickets via Freshdesk
What do you dislike about the product?
We would like a little bit more flexibility with customizations especially in analytics and reporting to gives us more options how to extract data that is applicable to our set up.
What problems is the product solving and how is that benefiting you?
Merging tickets has been a big help to our volume since we can reduce redundant tickets and merge them into one. Another feature is their contact page support which helped decrease ticket volume for selected topics.
Using powerful Freshdesk API
What do you like best about the product?
Reporting and Analytics. Automatic ticket creation.
What do you dislike about the product?
Limit in API. Not so interactive UI. Lag.
What problems is the product solving and how is that benefiting you?
FD is a single tool that helps to track the inflow of tickets. Our stakeholders are using typeform to raise issues which is linked to Freshdesk. Also, We have piped all the alerts to FD which helps to track and closure of alerts.
Using Freshdesk
What do you like best about the product?
The ticketing system is a great tool when dealing with a large number of requests during the day. Reporting features are also nice. Fresh desk is very easy to use.
What do you dislike about the product?
Responses to tickets are not always shown completly in the emailed copies of the tickets.
What problems is the product solving and how is that benefiting you?
Fresh desk helps proritze needs. It is very helpful with tracking progress as well as retaining how issues were resolved. Canned options are great for notes and frequestly asked questions.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
Solid omnichannel, sometimes limited, but better than the competition!
What do you like best about the product?
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed.
What do you dislike about the product?
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances!
What problems is the product solving and how is that benefiting you?
We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp.
Very easy-to-use training service and above all a time saver for the client.
What do you like best about the product?
The ease of use for teams allowing a significant gain in terms of response time for the client
What do you dislike about the product?
No major inconvenience encountered with the tool
What problems is the product solving and how is that benefiting you?
To gather and resolve client requests in a single tool
Manager of Resident Experience
What do you like best about the product?
Ease of use, callboration, and integrations
What do you dislike about the product?
Should be able to assign more than 1 person per ticket
What problems is the product solving and how is that benefiting you?
The shared inbox has made leaps and bounds in our callaboration and customer satiusfaction!
we the freshservice product. we use freddy AI, automation, approval processes, automated responses.
What do you like best about the product?
freddyAI and summarizing a ticket is helpful. approval processes are great as well.
What do you dislike about the product?
I do not like how hard it is to integrate with Azure Entra ID to help with auto provisioning of groups. or adding and removing users from groups.
What problems is the product solving and how is that benefiting you?
Approval process, ticket response time, reporting to see what agents are working on.
Easy to Set Up and Start Supporting Your Company
What do you like best about the product?
It is very intuitive and easy to set up and start supporting your company. If there is any confusion on how to do a certain set up in Freshdesk, ther support team has been very prompt in helping to get us to where we need to be.
What do you dislike about the product?
Remorting has not been as consistent as we have wanted. It sometime takes a little extra time to figure out exactly how to tweak settings to your report to display the correct information.
What problems is the product solving and how is that benefiting you?
Change Management and Helpdesk are our main uses for FreshDesk.
Freshdesk Review
What do you like best about the product?
Ticketing tool and automation of ticket creation from Freshchat
What do you dislike about the product?
NPS feature unavailability which is very important
What problems is the product solving and how is that benefiting you?
Automation ticket creation
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