Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
We switched to Freshdesk and stopped looking for other Helpdesk solutions.
What do you like best about the product?
Stable SaaS solution. Fast. Easy to set up. Easy to work with.
The Freshdesk team is always looking for new features to add (which we generally don't use)).
The Freshdesk team is always looking for new features to add (which we generally don't use)).
What do you dislike about the product?
The ticket merging feature works a bit differently for us, but it's not a problem.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us not lost customers tickets, resolve in SLA, made reports to customer and company managers.
Great tool for a new MSP offering!
What do you like best about the product?
The ease of use in training new users on handling tickets combined with the ability to integrate with other tools that generate those tickets has been very helpful. Our team has doubled in size and we are seeing even more value with the flexibility of the platform including occasional agents, separate portals and custom fields.
What do you dislike about the product?
For a small team just starting out with Freshdesk there are a number of features that require a Pro license that can be a bit of turn off initially.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us a professional look and experience for customers that need our help. Our customers have an easy way to report and track their questions or concerns and we have clear line of sight to whats going on with those interactions.
A modern platform with many options and features
What do you like best about the product?
The diversity of available options, and the amount of automating processes you can apply.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
The support has always been quick and kind, and they're open minded and supportive.
FreshDesk is quite easy to get used to in my opinion, especially once it has been set up.
We use it daily, and we keep on integrating different applications and features into our portal.
Overal I'm very content.
What do you dislike about the product?
The amount of features can be quite overwhelming.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
Besides that, filtered overviews can't be exported, although you can ofcourse filter them afterwards.
Also, some of the overviews are hardcoded, which means that not all overviews can be dynamically changed to your liking.
The limits on rights for coworkers are in our case somewhat inconvenient, but that's due to our proces, but good to keep in mind.
What problems is the product solving and how is that benefiting you?
All the possible options, features and add-ons provide tons of options for automating processes, and quickly helping customers.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Once fully set-up to the max of it's possibilities, FreshDesk will save you a lot of time.
Freshdesk has significantly improved our efficiency
What do you like best about the product?
The ease of use with integration it with our current email setup and setting up automation rules to increase the efficiency of our sales teams has helped our company to improve our service.
What do you dislike about the product?
Some features that we would like are not yet implemented, even though they are small it takes quite a while before they are implemented.
What problems is the product solving and how is that benefiting you?
Internal communication between departments and keeping track of lifecycle of a question/problem.
Intuitive and Efficient Ticket Management with Freshdesk
What do you like best about the product?
I appreciate Freshdesk's simple and approachable UI, which made the setup smooth and navigation easy. I find its ticket management capabilities beneficial for efficiently handling support requests and managing escalations, significantly saving time. I also commend the recent addition of the AI chatbot, Freddie AI, which summarizes tickets and assists in creating responses.
What do you dislike about the product?
I find the AI tool in Freshdesk, while commendable, to be lacking in precision. The summarization of tickets is not yet up to the mark, indicating room for improvement. However, I acknowledge that the Freshdesk team appears to be working on this issue, which is encouraging.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage escalations and support requests efficiently, allowing me to prioritize tasks and reduce navigation time. The AI chatbot, Freddie AI, summarizes tickets and creates responses, enhancing my workflow while managing support requests.
Freshdesk has an intuitive UI and lots of features
What do you like best about the product?
It has an intuitive user interface and is fairly quick to set up and start using.
What do you dislike about the product?
It doesn't have an internal ITSM system - that's an additional product that needs to be purchased and makes the overall cost quite high compared to competitors.
What problems is the product solving and how is that benefiting you?
Managing all of the various questions and support requests was something that needed specialist tools to be able to handle it. Freshdesk holds up well even with increasing volumes of requests from customers.
User friendly and has the required features for a contact center CRM
What do you like best about the product?
Good experience when compared to other tools.
What do you dislike about the product?
Limited dispositions for after call work
What problems is the product solving and how is that benefiting you?
Drafting emails
MIS and analytics
MIS and analytics
Tracking requests made easy
What do you like best about the product?
We were looking for a solution to track reasons for inquiries to our customer service groups around the world. Freshdesk has made that easy and cost effective. Since adopting Fresdesk we have integrated with other systems to make Freshdesk the primary place our team spends their time, every day.
What do you dislike about the product?
We have had a few issues with getting new features up and running, at times, but support has been good to help us work through the difficulties we have experienced.
What problems is the product solving and how is that benefiting you?
Using to track reasons for inquiries from customers.
It was great experience
What do you like best about the product?
It is beneficial and Good also helpful .
What do you dislike about the product?
Nothing about helpdesk we like to work on this
What problems is the product solving and how is that benefiting you?
Artificial intelligence (AI) and chatbot capabilities.
Efficient and user friendly (good choice for time management)
What do you like best about the product?
there has been new changes like new ui for contacts and companies, phone number validation and expanded contact fields (up to 10 phone numbers), ai powered suggestions and automation helpers for agents
What do you dislike about the product?
the performance only for now it needs to have faster load times under heavy usagee
What problems is the product solving and how is that benefiting you?
It solves real time management and makes tasks much easier.
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