Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Life changer !
What do you like best about the product?
it is user-friendly with high capabilities in terms of productivity management, it's flexible in terms of integration with other systems and it helps to set some automation which impacts the customer support and enhance the customer satisfaction.
What do you dislike about the product?
Some automation requires adding an extra app within the freshdesk.
What problems is the product solving and how is that benefiting you?
helps to manage the customer's issue within time and manage the team's productivity and in addition the visibility on report analysis
Transparency and accountability throughout organization
What do you like best about the product?
We did not have a ticketing system prior to Freshdesk. This system has created transparency and accountability throughout our organization allowing for a better staff and customer experience.
What do you dislike about the product?
Could use more automation and integration with our systems
What problems is the product solving and how is that benefiting you?
Call follow up and analyze. Insight in to call volume and why we are recieving certain calls.
Helping to improve productivity & performance
What do you like best about the product?
The analysis data on freshdesk helps me to provide analysis to my superiors regarding team performance
What do you dislike about the product?
Sometimes I have difficulty understanding how to make a dashboard according to my needs
What problems is the product solving and how is that benefiting you?
help me in handling customer tickets and also help me to analyze to improve team performance
Has been a great tool to manage and control the quantity of tickets and SLA performance of agents
What do you like best about the product?
The layout and ease of use, as well and the control over the SLA and Templates to use to keep more efficient and formal all our replies
What do you dislike about the product?
That cannot Mix more emails and names in the accounts of customers also the lack of formats when you reply tickets
What problems is the product solving and how is that benefiting you?
keeps all the info toghether and easy to follow the cases as well that alow us to have templates to help the agents
Easy to use, annoying notifications
What do you like best about the product?
simple, straightforward ticketing and Knowledgebase systems, automation rich features, granular accesses available
What do you dislike about the product?
Company spams your notifications section with 'Product Update' notifications which can never be fully removed, it's annoying to look at the top right thinking I have an important notification when it's just last months development update from the company and not valuable information. I would suggest this be removed from the product and then it would be a 10/10
What problems is the product solving and how is that benefiting you?
integration between multiple products such as FreshDesk and FreshService, will add the phone feature soon to consolidate services
Ease of Use & Reporting
What do you like best about the product?
The best feature of freshdesk is " Ease of Use "
What do you dislike about the product?
We need an agent availability feature and more self feature to link our Inhouse CRM
What problems is the product solving and how is that benefiting you?
Managing of ticket volume. Ease of handling & automation.
Transformative Impact on Efficiency and Customer Satisfaction with Freshdesk
What do you like best about the product?
Freshdesk makes it easy to monitor the tickets and ensure good workflow as well as reduces the response time to clients.
What do you dislike about the product?
The downside is the extended time it takes for Support to respond and not being able to reach someone in a timely manner regarding issues.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for ticketing and managing customer inquires. This enables us to prioritize, track and resolve tickets in a timely manner.
Easy to use
What do you like best about the product?
My favourite thing about fresh is the very clean UI.
What do you dislike about the product?
Have not had any downsides so far. Our experience has been great
What problems is the product solving and how is that benefiting you?
The automation features have allowed us to improve response timed
Great option for mid-sized teams
What do you like best about the product?
It's easy to use and in some ways, more intuitive than ZenDesk. The support we receive is great and the FreshDesk team is awlays avaiable via chat, which is great. The platform is pretty quick and looks nicer than ZenDesk to me personally. It's also quite easy to set up automations and that helped us identify problem tickets and reduce our response and resolution times.
What do you dislike about the product?
There are some quality of life features that are missing, like using formatting shortcuts in Tickets, or instantly opening a ticket if you input the ticket ID into search. Also, it's currently impsosible to auto-replenish phone credits for FreshCaller via invoice, even though that has been an option previously.
What problems is the product solving and how is that benefiting you?
FreshDesk is our help desk and support phone system provider. It's a cornerstone of our customer communications and allows us to be available to our clients 24/7.
VP of IT
What do you like best about the product?
teh productivity enhancements of the internal support desk
What do you dislike about the product?
remote support has been a challenge due to off hours
What problems is the product solving and how is that benefiting you?
agent productivity
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