Freshdesk Omni
Freshworks Inc.External reviews
3,501 reviews
from
External reviews are not included in the AWS star rating for the product.
A Great ticket management tool
What do you like best about the product?
The user interface, It's very easy to navigate and configure the settings. Also, it's easy to add ticket fields and apply automation to streamline any business process.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
The use of ticket templates makes it a lot easier for agents to provide the best solutions to customers with little effort. It saves time and helps to track tickets seamlessly.
Other features like Add Note and Merge are extremely useful for managing and collaborating in tickets efficiently.
And of course, the knowledge base/solution page has almost all the answers you need when you are stuck at anything.
What do you dislike about the product?
Primarily the cost. You need to pay for individual licenses for each full-time agent or buy day pass for occasional users. And since now co-pilot is available you need to pay for it if you want to use it, which I don't think is the right decision by Fresh. Your license fees are already high, co-pilot as an additional feature should not cost users extra.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
Secondly, I would say Freshdesk should have some basic features like "Set Ticket Field Options" and "Hide Fields" built-in into the system instead of users relying on third-party apps. Reporting can also be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses several key challenges for our team, primarily streamlining our customer support processes. Before implementing Freshdesk, we struggled with managing incoming support tickets efficiently, resulting in delayed responses and frustrated customers. With Freshdesk's intuitive ticketing system and automation features, we've been able to organize and prioritize incoming queries more effectively. It has not only improved customer satisfaction but also increased our team's productivity.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
Overall, Freshdesk solves our customer support challenges by streamlining ticket management and automating processes. This has boosted our team's efficiency, reduced response times, and improved customer satisfaction. Additionally, Freshdesk's reporting tools provide valuable insights for enhancing our support operations.
Fairly good. I’m an account admin and it meets our business needs mostly
What do you like best about the product?
Fairly easy to use - can't complain to much. The support is very good. They are quick to respond and knowledgeable
What do you dislike about the product?
Merging tickets and contacts could be cleaner
What problems is the product solving and how is that benefiting you?
Helps us manage inbound communications and respond to customers in a timely manner
Excellent user platform for Customer Support
What do you like best about the product?
The simplicity of managing tickets for Customer Support
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
Creating canned responses,
Categorizing each ticket
Daily use of the platform
Ease of implementation
What do you dislike about the product?
Cannot upload large videos and content in the Support articles
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
Creating Insights in Analytics is complex and requires a lot of time to understand
Error messages that Facebook is disconnected and cannot remove these
What problems is the product solving and how is that benefiting you?
Integrations, helping to ease the complexity of this usage
Integrating AI within tickets - please add this feature for creating new emails too
Integrating AI within tickets - please add this feature for creating new emails too
Fresh Desk Ticket System
What do you like best about the product?
Very easy to use! It was already in use before I started but I have found it to handle all of our ticketing needs. Our team can easily submit tickets via email for assistance and the ability to communicate via email make the process very quick. When I have had questions or needed help, the Customer Support team has been very responsive and easy to work with. They are able to connect to the system and assist with questions I may have.
What do you dislike about the product?
Some of the settings can be a bit confusing.
What problems is the product solving and how is that benefiting you?
Making the process of communication about needs very simple and easy to follow up on!
Freshdesk review
What do you like best about the product?
Easy to use, efficient and convinient on the same time.
What do you dislike about the product?
The thing I dislike about freshdesk is its very complex to pull the data. We cannot download the excel file, it is sent to email id first then we can download it.
What problems is the product solving and how is that benefiting you?
The facilty to track updates on tickets it really helpful which enables us to give prompt resolutions to our customers.
Great Platform from an Administrator's prespective.
What do you like best about the product?
- Streamlines the Customer Support Process
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
- Easy to use for our employees once they receive implementation training
- Centralized place for communication records between employees and customers
- Ability for automation through Canned Responses, tags, and threads.
What do you dislike about the product?
I dislike that the platform is dependant on licenses for users.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
The platform already has a fee for initial purchase, plus a monthly subscription fee. Should the need for more user licenses arise as the organization grows, as will our monthly subscription for Freshdesk.
The subscription based model being adopted throughout the business word is quite unfortunate. Gone are the days of a one time purchase.
What problems is the product solving and how is that benefiting you?
- Managers can validate the process taken by their employees for Customer Support.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
- Records Management - The organization has a place for all customer communication records, should they ever need to be reference.
- Triage and Task Assignments - Freshdesk provides the Customer Support team with clear responsibilities outlined for customer responses.
Good tool for Deskmanagement
What do you like best about the product?
Regular updates and feeding innovative technology in tool.
No code required to develop our vision in freshdesk.
No code required to develop our vision in freshdesk.
What do you dislike about the product?
Hard for handle multiple groups for reporting purpose not a template for taking manual report
What problems is the product solving and how is that benefiting you?
Reminder tool, Canned responses and Article popualting for customer which decreases our time.
An useful Helpdesk tool to handle customer issues from various channels from a single window
What do you like best about the product?
Freshdesk is a lightweight tool which is fast and user friendly.
What do you dislike about the product?
Limited customization option, Limited features.
What problems is the product solving and how is that benefiting you?
Freshdesk consolidates the customer issues from various platforms in one single interface and reduces the problem of juggling between tools, windows and reduces manual effort.
Freshdesk Review
What do you like best about the product?
Search feature, traceability, easy to use, reliable, easy implementation, volumetry and reports.
What do you dislike about the product?
Inhability to search an object in attached files, restrictive for users within same organization that do not have a Fresdesk license
What problems is the product solving and how is that benefiting you?
Enabling agents to see overall workload and what's assigned to them and their teammates.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
For managers, overall visibility for easy follow-ups with agents. Ability to balance workload.
Stats available through reports, giving managers follow-up tool.
Great way to handle customer emails
What do you like best about the product?
I've been using Freshdesk at work to handle customer emails, and it's been quite effective. The ability to assign tickets, leave notes for colleagues, and categorize has significantly improved our workflow. We use it every single working day. Our customers benefit from the support portal as well. Recently, we upgraded to customize its appearance with our own colors and fonts.
What do you dislike about the product?
While there are minor issues, such as occasional attachment loss in lengthy email threads and the non-saving of newly started emails (as opposed to replies), Freshdesk's proactive approach in seeking feedback is a positive aspect.
What problems is the product solving and how is that benefiting you?
The support portal allows customers to find answers to their questions independently. Additionally, they have the option to submit new tickets or send an email that they initiated. All these interactions converge in our ticket inbox, where we can assign queries to the most suitable colleague based on expertise, whether it's in design, web development, administration, etc.
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