Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
100% efficient management of incoming faxes
What do you like best about the product?
It is a very easy to use and user friendly interface ticketing platform
What do you dislike about the product?
Maybe one negatively point is the price of their licenses.
What problems is the product solving and how is that benefiting you?
Incoming faxes
Plug & play at its best
What do you like best about the product?
Was up & running in a couple of days. We use the ticketing, bot and freshchat.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
Over time, incorporating the APIs using the provided detailed documentaiton has helped to provide contextual support to customers as well as develop internal dashboards to measure agent productivity.
What do you dislike about the product?
Some of the integrations are the documentation around it are very painful and keep requiring intervention from our tech team - The solutions team specifically wrt the mailbox integration seemed pretty clueless.
What problems is the product solving and how is that benefiting you?
Reducing response time.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Reducing resolution time
Tracking custromer flow issues by vintage and roadmapping for development to tech.
Query deflection by bot has improved.
Monitoring agent productivity.
Freshdesk - simplifying our Customer Services
What do you like best about the product?
Freshdesk unites our emails, tickets, calls and chats in one easy to access system. We use this system throughout our work day and I cannot fault it one bit. The support we receive from the customer support team is top notch, and we are currently looking at integrating chat with our in-house systems. I can't wait.
What do you dislike about the product?
The main bug bear for me is the consistency in terminology. A type in tickets is a tag in calls, but a tag in tickets is different. A group in freshdesk is a team in freshcaller. Can make it confusing to explain to other people what to do.
What problems is the product solving and how is that benefiting you?
Reporting - we can now easily see the types of queries that we are getting and monitor how changes affect our customers
Ease of use - having all our communications through one platform makes config easier to handle
Ease of use - having all our communications through one platform makes config easier to handle
Freshdesk has streamlined our operations and boosted customer satisfaction. Highly recommended!
What do you like best about the product?
It is user friendly and it's customizable options. Also, it has greatly improved our customer satisfaction.
What do you dislike about the product?
Although the interface is user-friendly, new users may still face a learning curve, especially with advanced features.
What problems is the product solving and how is that benefiting you?
It helps me enhanced customer satisfaction through timely response and makes tasks more organized and efficient
Practicality in personalization and customization.
What do you like best about the product?
What I like most about Freshdesk is its practicality in customizing fields and using automations.
Create automation to facilitate agent action and make service faster in classifying or responding.
And use is very easy! Both for the administrator to carry out maintenance and for the agent to act.
Create automation to facilitate agent action and make service faster in classifying or responding.
And use is very easy! Both for the administrator to carry out maintenance and for the agent to act.
What do you dislike about the product?
The limitation of the ticket creation form is that I can't customize it or add fields with specific filters.
What problems is the product solving and how is that benefiting you?
In this case it is not benefiting me directly.
It is benefiting my clients who I implement.
The customer is benefiting from a reduction in service time and a reduction in errors when creating a ticket by up to 50%, because the automations are already classifying automatically and facilitating the process.
It is benefiting my clients who I implement.
The customer is benefiting from a reduction in service time and a reduction in errors when creating a ticket by up to 50%, because the automations are already classifying automatically and facilitating the process.
Efficient and friendly
What do you like best about the product?
It's simplicity and friendly CI makes it a reliable solution, despite the small hurdles we experienced during integrating.
What do you dislike about the product?
Disability to communicate with some platforms.
What problems is the product solving and how is that benefiting you?
Has helped us to maximise staff efficiency, reducing answering times and providing a great AI solution
The best Helpdesk tool
What do you like best about the product?
Scaleble product and it is easy to use!
What do you dislike about the product?
I find it annoying sometimes that in the admin section you cant go back easily, you need to start the menu allo ver again
What problems is the product solving and how is that benefiting you?
it makes communicating with customers easy and clear
Easy to use and set up, good all in one platform
What do you like best about the product?
All-in-one platform minimizes 3rd party integrations, and customer support is pretty responsive if you need to reach out to them.
What do you dislike about the product?
Limited in # of nested fields which makes reporting a bit more difficult for our team based on information we'd like to capture on each ticket
What problems is the product solving and how is that benefiting you?
Freshdesk helps us with reporting, and helps ensure agents are filling out all necessary fields before closing tickets. it is also easy to use for folks who aren't tech savvy.
Excellent Tool for Streamlined Process
What do you like best about the product?
Freshdesk keeps our support tickets organized, helps us respond faster, and saves time with automation while providing useful performance insights.
What do you dislike about the product?
At times, the interface is a bit slow with large ticket volumes, and some advanced features could use clearer guides
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage KYC requests, prioritize urgent cases, and keep documents organized, making client communication faster and onboarding smoother.
How freechat works
What do you like best about the product?
Freechat is a good platform for communication as it makes it easier to organize customers who arrive for me to respond.
What do you dislike about the product?
There are some problems, even when updating the page and resetting consumption, it often notifies me that a message has arrived but it does not appear.
What problems is the product solving and how is that benefiting you?
Freechat is helping me create ready-made messages, making it easier to filter customers to direct them to where they will be served.
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