Freshdesk Omni
Freshworks Inc.External reviews
3,550 reviews
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External reviews are not included in the AWS star rating for the product.
Great product - meets the majority of our needs
What do you like best about the product?
Automation is really useful, agents find the system really easy to use, so training isn't needed.
What do you dislike about the product?
Freddy co-pilot is really expensive
Surveys doesn't have an option for an NPS question- we have to buy survey monkey and track CSAT outside of Fresh, which isn't what we want.
Surveys doesn't have an option for an NPS question- we have to buy survey monkey and track CSAT outside of Fresh, which isn't what we want.
What problems is the product solving and how is that benefiting you?
Customer Support
A great solution at a great price
What do you like best about the product?
Freshdesk has delivered a tremendous amount of functionality and features with a small price tag. Features such as canned responses or the AI powered "thank you detector" allow support agents to focus on solving customer problems rather than spending time doing administrative work. Additionally, robust automations and simple, yet effective tools such as ticket forms, ticket templates and scenario automations improve our resolution times and customer satisfaction. Freshdesk also has great training materials available for admins and agents, which made our initial setup significantly easier and faster. Finally, Freshdesk's API and integration tools make it very simple to build or connect apps to bring additional value to agents and customers alike.
What do you dislike about the product?
Freshdesk could do better with documentation. I've had a number of times when I've discovered inaccurate or outdated solution articles and have not been able to answer my questions by reading documentation.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our customer support ticket needs. The benefit is primarily realized in increased efficiency and better experiences for our customers
Wonderful software!
What do you like best about the product?
Great software, easy to use and understand. Excellent helpdesk, would highly recommend
What do you dislike about the product?
so far I am unable to find anything to dislike
What problems is the product solving and how is that benefiting you?
This is helping us sort emails into a varitity of subjects which helps us deal with issues quickly
Fantastic easy to use product
What do you like best about the product?
I find the anaylitics that are available easy to use and easy to customise
What do you dislike about the product?
So far I have not found anything to dislike
What problems is the product solving and how is that benefiting you?
It allows us to see what enquiries we receive the most of, which allows us to improve key areas
Turning Requests Into Tickets
What do you like best about the product?
I like how I can use freshdesk to convert request into tickets. The software also has user-friendly interface and this makes thing easy when using the platform.
What do you dislike about the product?
I haven't had down falls with platform since I started using it.
What problems is the product solving and how is that benefiting you?
It has made solving issue's very easy and a simple process and this helped us engage with our customers at ease. This has also made customers to be able to solve questions by them selves.
Simple to use, couldn't work without it!
What do you like best about the product?
So easy to use, and so efficient, categorizing requests and creating lists is so quick, and collaborating with team members is instant.
What do you dislike about the product?
I would like creating new forms to be easier.
What problems is the product solving and how is that benefiting you?
We use Freshdesk as an internal helpdesk for staff to raise a variety of requests for production of sales, and support of internal software users - accounts, websites, CRM etc.
The ability to have all requests from across the business centralized into one system where we have dedicated team members dealing with these, and making it so easy for work to be picked up or passed along is so beneficial, the support team is far more efficient than the old days when individuals received direct requests & information got lost or forgotten. I honestly don't know how we managed to keep on top of support before Freshdesk!
The ability to have all requests from across the business centralized into one system where we have dedicated team members dealing with these, and making it so easy for work to be picked up or passed along is so beneficial, the support team is far more efficient than the old days when individuals received direct requests & information got lost or forgotten. I honestly don't know how we managed to keep on top of support before Freshdesk!
It has transformed the customer service that we provide for our services
What do you like best about the product?
We are currently on the entry tier so the price is very budget-friendly for us as a nonprofit company, and FreshDesk gave us a nonprofit discount. The GUI is very intuitive for us as help desk agents and submitting tickets is very easy. We have many instances of FreshDesk within our organization, so it is nice that all the help desks have a consistent experience. At the higher tiers, you can get access to plugins and FreshDesk allowed me to use the API from a higher tier when I was importing tickets from another system. I couldn't ask for anything better than this.
What do you dislike about the product?
There aren't very many things that I dislike about FreshDesk. If I had to be picky, it would be that they have spam sensors that get tripped up when our users post any kind of URL, and the ticket is basically ignored and messages are thrown in the bit bucket, which is not a great experience for either us or our users. On the other hand, this means that the take security very seriously, so it's difficult to fault them for this. I just with it was handled a little differently.
What problems is the product solving and how is that benefiting you?
We were keeping track of support items, both changes and new things in Trello before, but Trello is not really a help desk. Adding FreshDesk has allowed us to be much more responsive to our customers and not let things fall through the cracks as easily.
Freshdesk Features
What do you like best about the product?
Freshdesk makes it easy to organize requests, allowing freedom to prioritize important requests.
What do you dislike about the product?
The tasks and notifications are not the best, they could improve more.
What problems is the product solving and how is that benefiting you?
This is resolving the organization of pending issues that IT has with the company's employees.
Freshdesk review
What do you like best about the product?
Auto response, canned response, easy implementation, good customer suppport, Ease of integration, high usage
What do you dislike about the product?
limited functionality for bulk ticket updates
What problems is the product solving and how is that benefiting you?
Tracking conversation and self service
Freshdesk the Useful Platform
What do you like best about the product?
Its super user friendly! I used it daily and multiple times a day for commutation with our customers.
Has a nice way to communicate and track with your customers, and communication is saved for years!
Has a nice way to communicate and track with your customers, and communication is saved for years!
What do you dislike about the product?
Sometimes the page gets stuck on a ticket. Have made multiple attempts to fix the issue on our end but upon further communication with a Freshdesk agent it is an issue on their end.
What problems is the product solving and how is that benefiting you?
The reports help us with tracking our team, along with assigning tags to emails to track certain issues. Also being able to look up certain communications based on key search terms.
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