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.
Couldn't Do My Job Without It!
What do you like best about the product?
Freshdesk helps organize all of our incoming emails for Customer Service across many email addresses. The team can all see who is working on what and what needs to be done. As the manager, I have oversight of it all.
What do you dislike about the product?
Freshdesk has its own ways of doing things, but once you learn them, it's not bad.
What problems is the product solving and how is that benefiting you?
Managing customer communication. We can reply to customers timely and see when we are falling short.
Best Ticket/Knowledge Base application there is
What do you like best about the product?
The ticket system is very easy and user friendly. I use it on a daily basis and have never had any issues.
What do you dislike about the product?
I can not think of anything that I dislike about it.
What problems is the product solving and how is that benefiting you?
Keeping track of work items and priorities as well as solutions to our issues. It is any place to take care of everything.
Great Helpdesk and Ticketing System for your Business
What do you like best about the product?
Freshdesk processed 741 helpdesk tickets for us last year, as well as an untold amount of individuals looking at at solutions on the helpdesk to answer their questions 24/7/365. It has dropped the support phone calls we get tremendously.
What do you dislike about the product?
We have not found a reason not to implement Freshdesk.
What problems is the product solving and how is that benefiting you?
Providing after hours technical support via the articles on the helpdesk.
A Great Ticketing Solution
What do you like best about the product?
Easy to use. Very intuitive controls and features. Almost zero learning curve. It just works!
What do you dislike about the product?
Nothing really. It's very responsive and reliable and if something is experiencing a problem or you have a question, support is always there and responds quickly.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy for us to communicate with our customers right within the ticket so all communication and information is centralized for each issue in each ticket
Great ease to make work efficient
What do you like best about the product?
Simplicity of ticketing system.
Automations
Automations
What do you dislike about the product?
Sometime we have to rely on 3rd paty apps t make some automations work. Example selected mandate option on ticket to close them.
What problems is the product solving and how is that benefiting you?
Helps in having a single mode of communication for the entire team and allows to make automations taht help increase efficieny of the organization. With simple changes or template creations, I was able to acheive a reduction f 37% handle time for my teams.
Excellent product for managing and prioritizing high ticket volume intake
What do you like best about the product?
Freshdesk is easy to use yet highly customizable based on the end-user experience you desire. With scenarios and automation rules we are able to tailor a streamlined customer service experience.
What do you dislike about the product?
Nothing important enough to nit pick about it! Notifications could maybe be more visible, but its easy enough as it is!
What problems is the product solving and how is that benefiting you?
We use Freshdesk as our Help Desk ticketing system and knowledge base. It helps us prioritize tasks and projects effectively by routing them to the appropriate teams.
Best task management tool
What do you like best about the product?
Its very user friendly and has good features. We can automate tasks and add canned responses
What do you dislike about the product?
Sometimes there are bugs that cause issues in the application
What problems is the product solving and how is that benefiting you?
There are no issues as of now
Freshdesk Customer support
What do you like best about the product?
Freshdesk is user friendly, cost affective and an excellent tool
What do you dislike about the product?
Can have more omnichannel abilitiles and integretrtions
What problems is the product solving and how is that benefiting you?
It uses all channels and brings support into one unified platform which makes visibilty, replying to tickets easy and provides better customer service
FreshDesk
What do you like best about the product?
We got our daily assignments and is very well organized to send emails and/or create tickets
What do you dislike about the product?
Nothing I think it is great and do not have anything I dislike
What problems is the product solving and how is that benefiting you?
complaints and we get to do our daily assignments and is very well organized
Very User Friendly Product
What do you like best about the product?
Its use full in all the aspects, Could not find a better product than this ever.
What do you dislike about the product?
API Integrations are much more needed for any of the software products.
What problems is the product solving and how is that benefiting you?
making process very simple to communicate with the client.
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