Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Really pleased with the Freshworks. Amazing support and service!
What do you like best about the product?
The implementation and support were amazing. Even after using the product for over 5 years, I am still pleased with the decision. We recently took on chat bots which have also helped deflect over 40% of contacts.
When we require support, we receive prompt responses and resolutions.
When we require support, we receive prompt responses and resolutions.
What do you dislike about the product?
I do not find any dislikes about the product it self, however, some functionalities could improve such as canned responses having customised rules which would then auto-populate ticket fields. This would save front-line staff time on filling these in manually.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
I have provided this as feedback since we joined over 5 years ago but it does not appear to be a major part of improvement for Freshdesk.
What problems is the product solving and how is that benefiting you?
Making sure all customer contacts are within a single view platform. This means the team can spend less time manoeuvring around various systems and provide efficient support.
Freshdesk is the go to tool for your Client Support System
What do you like best about the product?
Easy to use
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
Easy to Implement
Provide end to end customer support
Analytics feature for monitoring and tracking and
Freddy AI
What do you dislike about the product?
None! But there was one specific feature that we needed while using Freshdesk and that's we needed both SSO Login and a regular password based login (without SSO) but we couldn't do this here.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving key challenges in providing seamless customer support by streamlining ticket management, automating repetitive tasks, and enabling effective team collaboration. It centralizes all customer interactions across multiple channels—email, chat, and phone—into one platform, making it easy to track and resolve issues efficiently
We have had a very good experience using Fresdworks Dash.
What do you like best about the product?
Freshdesk is a great customer support platform with many positive features.
What do you dislike about the product?
Freshdesk has a lot of features and products, which can be overwhelming for new users
What problems is the product solving and how is that benefiting you?
Freshdesk is a cloud-based customer support platform that can help businesses improve customer support and engagement by solving problems.
A Great Choice for a Flexible and Highly Customisable Customer Service Solution
What do you like best about the product?
We have been using Freshdesk for over two years; it is the main tool the Customer Solutions team uses every day. It has proven to be highly customizable and easy to integrate with the different applications we use in the company. Various automations are easy to create, even for non-technical personnel, and have helped my team become more efficient. Additionally, their customer service is very helpful and fast, making issue resolution effortless.
What do you dislike about the product?
There are no major downsides to the system. If we're being picky, the design could be more sophisticated. Additionally, there is currently no way for us to access the deliverability information of our tickets, such as extracting the logs. Also, whenever a new contact is created, they are automatically emailed to create a Freshdesk account, which we do not necessarily want to happen every time. However, we have learned to work around these issues, and so far, I see more positives than negatives.
What problems is the product solving and how is that benefiting you?
Freshdesk is the primary tool we use for customer service at IPXO, particularly for handling a significant portion of our tech support communications. It enhances our team's efficiency by automating routine tasks, enabling the use of predefined responses, and providing valuable insights through data analysis. The platform also helps us track our performance on a daily basis, ensuring consistent improvement in our customer service operations.
Seamless Transition and Exceptional Support Freshworks Delivers Outstanding Service for Over 3 Years
What do you like best about the product?
We've been using Freshworks for over three years now, and it's been an excellent experience overall. The platform is easy to use and learn, thanks to a wealth of knowledge base videos and an intuitive interface. The transition from regular emails to Freshworks was seamless, and the onboarding team was incredibly supportive throughout the process. Their communication is great, and the reporting tools are top-notch. The account managers we've worked with have all been professional and amazing. I would highly recommend Freshworks for businesses looking to elevate their operations to the next level
What do you dislike about the product?
No 24/7 urgent contact line, which can be inconvenient for users in different time zones, like New Zealand.
What problems is the product solving and how is that benefiting you?
Prioritizing customer complains and trying to resolve the issue within 3 responses.
All the necessary services in one place
What do you like best about the product?
The best thing about Freshdesk is the amount of customization it offers. It is not just limited to creating tickets, but there are a ton of features that make them super easy to visualize and organize in this super clean interface, which greatly reduces the resolution time for them.
What do you dislike about the product?
At first, it is a bit tedious to incorporate and use, but this is normal in applications with so many features. However, after a few days, you get used to the system.
What problems is the product solving and how is that benefiting you?
Above all, it solves the need to use email as a method for tickets, which, no matter how much you use filters and aliases, will never be as organized as a dedicated application, apart from being able to apply agents and solutions that help a lot.
Ticket System for IT Support
What do you like best about the product?
Clean UI, easy to manage and get up to speed in managing the ticket system. Automations and canned responses are helpful and easy to play around with.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
The implementation side is easy as well to get it going as well and becomes an essential tool to be used everyday to depend on.
What do you dislike about the product?
Would like an feature where sending scheduled emails/outreaches is possible within the ticket system regardless if it messes with any SLA metrics.
What problems is the product solving and how is that benefiting you?
Central place of management for various tickets/request that come in.
The customer service I received while setting up Freshdesk account was courteous and professional.
What do you like best about the product?
Providing stellar customer support to my audience is a highlight of Freshdesk.
What do you dislike about the product?
I think it can be a little tricky to set up properly in the beginning, but once it's up and running it's great.
What problems is the product solving and how is that benefiting you?
Freshdesk is streamlining the customer services offered to make the process of offering support more comprehensive.
Freshdesk as a service desk tool
What do you like best about the product?
Ticket handling is very intuitive and flexible
What do you dislike about the product?
Custom objects are not goood as they should be
What problems is the product solving and how is that benefiting you?
We have very active help desk and we handle tickets through freshdesk
Moving to Freshdesk - it’s been a great upgrade for our team
What do you like best about the product?
Our experience with the Freshdesk portal has been very positive. The site is user-friendly and makes managing support tickets efficient and straightforward. The customer support is impressively quick and responsive, which has been a pleasant surprise. Since switching to Freshdesk, we’ve noticed a significant improvement in our workflow. Additionally, we’re continually discovering new features that enhance our experience further. Overall, it’s been a great upgrade for our team.
What do you dislike about the product?
So far I am satisfied, I received an answer to the gaps I had
What problems is the product solving and how is that benefiting you?
It’s convenient to design the support tickets in a way that helps analyze common issues in the future.
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
Additionally, there’s an option to set security settings, allowing control over which customers can access certain files
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