Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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External reviews are not included in the AWS star rating for the product.
Cost effective CRM product with good features
What do you like best about the product?
The Integration was seamless with good number of features. We have been using Freshdesk for 3 years now for our customer support team and it has been a good experience.
What do you dislike about the product?
Few basic use cases expected out of CRM product are missing and feature request takes ages for them to implement.
What problems is the product solving and how is that benefiting you?
The conversation with customer is ticketed seamlessly
Multitasking
What do you like best about the product?
The multi function which makes u gather all ur needs in the same place
What do you dislike about the product?
The interface could be more easier to have more accessible
What problems is the product solving and how is that benefiting you?
Complain management
Great support software
What do you like best about the product?
Great ease of setup and use, no need to have a support email
What do you dislike about the product?
The free tier only offers 2 users compared to 5 by hubspot
What problems is the product solving and how is that benefiting you?
Having a ticketing software that is free and easy to use
Powerful Customer Support Solution with Room for Improvement
What do you like best about the product?
One of the standout features of Freshdesk is its intuitive and user-friendly interface. It is easy to navigate, and the ticketing system is efficient, making it simple to manage and prioritize customer queries. The automation features are incredibly useful, helping reduce manual tasks by routing tickets automatically based on certain rules. Collaborative capabilities, such as assigning tickets to different agents and tracking progress, foster effective teamwork.
What do you dislike about the product?
While Freshdesk offers many robust features, reporting customization can be somewhat limited. The default reports are helpful, but creating highly tailored reports requires either advanced technical know-how or upgrading to more expensive tiers. Additionally, response time when using the platform can sometimes lag, especially when dealing with a large volume of tickets or when generating detailed reports. The mobile app also lacks some of the desktop version’s advanced functionalities, which can limit productivity for on-the-go support agents.
What problems is the product solving and how is that benefiting you?
Freshdesk solves several key challenges in software support, making it easy to track and prioritize tickets. This helps ensure no request is missed, improving organization and accountability.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
The knowledge base allow customers to find answers independently, reducing ticket volume and freeing up agents to handle more complex queries.
A good ticketing and help desk software
What do you like best about the product?
I really appreciate how prompt Freshdesk's customer support is. They are quick to get back to you and provide you with answers to any issues that you have.
What do you dislike about the product?
While there are a lot of great features, to get things set up feels like a bit of goose chase. The features are not always clear where you can or can not find them. Setting up integrations is also a little bit challenging.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to answer our customers questions from multiple channels.
Very near to the perfectly designed CRM Tool
What do you like best about the product?
Their wonderful features, ease of use, support and analytics
What do you dislike about the product?
Limitations in the reporting section - I cannot create my own report with X no of parameters, there are some restrictions
What problems is the product solving and how is that benefiting you?
On the previous tool, we couldn't track the metrics which we wanted to. Post moving to Freshdesk, we have a clear view of all the metrics and data and it's much more than that too!!
A CRM Feautre Rick Product with Great Value and Cost Effective
What do you like best about the product?
The Vow factors start from Day 1 of the Pre-sales activity. The pre-sales team shows the demo with ease and can clearly explain the features. They hand-hold the customer to implement the instance easily. The Freshdesk portal has inbuilt hooks that will be helpful to integrate with 3rd Party applications.
What do you dislike about the product?
One area that can be improved is the availability of 3rd party integration Apps. No Marketplace kind of setup offers readily available Apps that can be deployed at the click of a button.
What problems is the product solving and how is that benefiting you?
We were looking for implementing a Customer Service Helpdesk portal that covers the user manuals and a ticketing system that helps customers raise their requests.
All I need is available in Freshdesk
What do you like best about the product?
esclations, autmation,Collaborators users
What do you dislike about the product?
nothing, so far all good , only the invosing and intgration with freshsales
What problems is the product solving and how is that benefiting you?
Orgnaizing the helpdesk with our customers
Good Entry-level Support system
What do you like best about the product?
Freshdesk is easy to use and it's quick to navigate. To onboard agents it's fairly simply so not a lot of training needed on the system. What I like most about it is we're able to have all support tickets for a customer in one spot. It's used by our coaches, customers and sales team. Good to keep track of data. However if you're looking to use KPI's you'd need to use a Pro plan which is quite expensive for a start up company.
What do you dislike about the product?
It's a little difficult to integrate, and exporting data from the system is not great.
What problems is the product solving and how is that benefiting you?
It helps to provide good customer feedback and keep the customers information in order. We also get notifications when tickets are received. Able to make phone calls too.
A few minor changes would make it great
What do you like best about the product?
Freshdesk has been a useful tool for organizing customer support at Encompass Connect. The ticketing system makes it easy to track issues, and the automation features have definitely saved us time. Integration with Slack has also been helpful for team communication.
What do you dislike about the product?
Copying messages into a Slack channel is more complicated than it should be—it takes a few steps, and I’d like to see a simpler process. Also, the reporting could be more customizable, and the platform occasionally slows down when handling a large number of tickets.
What problems is the product solving and how is that benefiting you?
Our Service departments support tickets
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