Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
Freshdesk is super awesome ticketing, collaboration and automation system
What do you like best about the product?
It helps me manage customer support and provides tools for ticketing, automation, collaboration, and reporting. It enables teams to streamline customer interactions across multiple channels, such as email, phone, chat, and social media, through a unified interface.
What do you dislike about the product?
EVen though freshdesk offers complex customization and flexible workflows, more complex integrations might be limited without access to its API or advanced features, which often require higher-tier plans.
Setting up and configuring all features to work optimally, especially automation and workflows, can take time and may require some technical expertise
Setting up and configuring all features to work optimally, especially automation and workflows, can take time and may require some technical expertise
What problems is the product solving and how is that benefiting you?
I use Freshdesk as a versatile platform for managing various aspects of our operations, including ticketing, customer support, and internal issue tracking. Its comprehensive features allow us to efficiently handle customer inquiries from multiple channels, ensuring timely responses and resolutions. Internally, Freshdesk serves as a streamlined system for tracking issues, collaborating across teams, and automating workflows to improve overall productivity. The centralized ticketing system helps us stay organized and maintain high-quality support, both for external customers and internal stakeholders.
Makes handling customer tickets much easier
What do you like best about the product?
Recently , what I’ve started liking more about Freshdesk is how smooth the overall workflow feels when handling tickets daily. The UI feels cleaner and it’s easier to track ticket status without getting confused, especially when multiple requests are coming in at the same time. I also like how automation is easier to configure now — even small rules save a lot of time during busy hours. Another thing I noticed is that their support documentation and responses have improved, which helps when you’re stuck and need quick clarification instead of long back-and-forth emails .
What do you dislike about the product?
One area where Freshdesk can improve is third-party integrations. While most common integrations work fine, setting up some CRM or marketing tools takes more time than expected and isn’t always straightforward . A bit more clarity in setup steps or better in-app guidance would make the process smoother, especially for new users who don’t have technical support readily available.
What problems is the product solving and how is that benefiting you?
So the manual or repetives tasks used to be very tedious and time consuming. So by using Freshdesk it helped me to solve my problem by handling the manual or repetitive tasks automatically by using advanced automation rules.
It was easy to use and easy to navigate
What do you like best about the product?
Easy to navigate and there's separate part about analytics
What do you dislike about the product?
Nothing really. So far, I don't really have any bad experience.
What problems is the product solving and how is that benefiting you?
I use it to communicate with our clients to request for additional documents. Also to check team's ticket handling performance
fresh desk rev iew
What do you like best about the product?
it is simple to use and helpful. we love it has a company
What do you dislike about the product?
it's been hard for us to change our chat bot, but we are working on that
What problems is the product solving and how is that benefiting you?
its making it easy for us to keep in contact with our customers
Easy to use
What do you like best about the product?
The bot options, the agility, the notification sounds
What do you dislike about the product?
there are times when the fresh loses connection and drops
What problems is the product solving and how is that benefiting you?
In the speed
The most used across the customer service industry
What do you like best about the product?
The reliability. I have hardly seen any downtime in Freshdesk.
What do you dislike about the product?
Some features are not very easy to use or easy to interpret
What problems is the product solving and how is that benefiting you?
Platform for seamless interaction with customers via chat and email. Easy integration of calling software like Ameyo, Ozonetel.
Freshdesk
What do you like best about the product?
The out of box reporting is great and has good standard reporting capabilities
The ability to customise how you need and want the system to work for you
The ability to customise how you need and want the system to work for you
What do you dislike about the product?
Creating own reporting can be complex
Can be difficult setting up chatbots if you do not have a techy background
Can be difficult setting up chatbots if you do not have a techy background
What problems is the product solving and how is that benefiting you?
We can integrate all of our customer communcation channels in one place
Freshdesk
What do you like best about the product?
Easy access to the insight of the tickets and also the no code bot
What do you dislike about the product?
Nothing much it is working fine we did not had any issues
What problems is the product solving and how is that benefiting you?
To keep a track of cutsomer interactions
A user friendly experience of Freshdesk
What do you like best about the product?
It was quite easy and easy to use interface and, while check in the matrics in the analytics and easy customer support feedback, with the help of predefined templates and the integration was quite handy to implement. easy to understand the trends with the features to stream down frequently asked questions.
What do you dislike about the product?
Updating the analytics of dashboards analysis speed need be inproved in the real time, as of now it takes a while to updated the matrics.
What problems is the product solving and how is that benefiting you?
Im not sure of the freshdesk trying to solve
m happy
What do you like best about the product?
help in automation. so m happy to have this
What do you dislike about the product?
accounts is very costly so should have some offers to valid
What problems is the product solving and how is that benefiting you?
ease to identify each user sentiments
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