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.
Freshdesk is the best
What do you like best about the product?
Easy to setup to setup.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
Has easy to use reporting that provides great stats.
User manageable workflows to create processes for specific clients.
Can use multiple emails for support to feed in.
What do you dislike about the product?
Ability to freely wire it to Azure Dev Ops.
What problems is the product solving and how is that benefiting you?
Creates a central spot for the support staff to gather requests and issues. Keeps an easy to view list with days overdue etc.
Easy support tracking and documentation repository
What do you like best about the product?
Freshdesk is very intuitive. Management of features is extensive and flexible. Ticket tracking has unlimited labels and tags and the automation based on subjects makes for quick routing to the correct agent. Auto responses can be used to inform your clients of the timetable of answers and what to do if an emergency situation needs immediate attention. Finding help articles is easy because of the multiple ways to tag articles. Embedded links in the articles make for a robust system of documentation for any use cases that are relevant to your audience.
What do you dislike about the product?
It is easy to bury yourself in emails. Understanding how and when agents are notified takes time to adjust and optimize communication rather than flooding inboxes with unnecessary notifications.
What problems is the product solving and how is that benefiting you?
Documentation of our software and how-to steps for all our users is a huge undertaking and Freshdesk is working well for this purpose. Quick response time to client needs is possible because if the extensive features of FD.
Easy to use
What do you like best about the product?
I like that the interface is easy to use.
What do you dislike about the product?
The improve the reports section could be more flexible and easy to setup.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage tickets from our customer.
A useful tool that supports the everyday needs of customer support and customer success teams
What do you like best about the product?
We shifted to Freshdesk, previously using HubSpot. We are really happy with this change, and we can say that Freshdesk is software for more advanced customers with custom needs and roles, categories, groups, etc. Using this on a daily basis generates just fewer problems, and our overall experience is quite good.
What do you dislike about the product?
Sometimes it's hard to get support for custom needs, and solving problems can take a very long time (like changes on the invoice).
What problems is the product solving and how is that benefiting you?
Serving customer support to customers in real-time through various channels, different languages, and a lot of agents.
Great customer service platform
What do you like best about the product?
It can be customised easily to our requirements .
Easy to use for agents .
Great support for any queries .
Easy to use for agents .
Great support for any queries .
What do you dislike about the product?
Apps are quite tricky to use .
More training on implementation of different products would be beneficial
More training on implementation of different products would be beneficial
What problems is the product solving and how is that benefiting you?
Overview of different client queries that are coming in to agents
Can easily create reports with the data that is generated
Can easily create reports with the data that is generated
Best tool to manage customer support tickets
What do you like best about the product?
Freshdesk is one of the best tools to manage customer interactions. Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an everyday usage tool. From the brand point of view, it is very easy to implement, and do have a knowledge base to learn more about the product. It can easily implemented with other social tools to track online conversations. They also have a C-SAT survey for customers. Customer support is very active in resolving customer issues.
What do you dislike about the product?
Lack of synchronization. It has a syncing problem in reports and data.
What problems is the product solving and how is that benefiting you?
Every user gets its own tickets so it is very easy to track customer interactions with the brand. It is an easy tool to track customer conversations on all social platforms. We can easily track the Rate of Return of each customer in FD. They have C-SAT surveys too which help us to rate a brand in customer support. It helps me track agent performance on a day-to-day basis. It has ticketing fields that help to bifurcate concerns.
Simple and powerful
What do you like best about the product?
Freshdesk has a simple and clean interface, making it incredibly easy to learn and master. It's hard to let go.
What do you dislike about the product?
Freshdesk lacks some complexity and power-user features. The macro system is acceptable but not perfect. Merging tickets is limited to certain actions. Finally,
What problems is the product solving and how is that benefiting you?
Freshdesk manages our public-facing contact emails. We get emails concerning site problems, complaints, feedback, and service requests.
User-friendly interface caters to our small team's needs and empowers us with enhanced efficiency.
What do you like best about the product?
As a daily user, what I appreciate most about Freshdesk is its user-friendly interface, the impressive new AI summarize feature, and the comprehensive integration of tickets, chats, phone, and knowledge base, all in one platform. Additionally, their great support team adds immense value to the overall experience, providing excellent assistance and guidance when needed.
What do you dislike about the product?
What I find challenging about Freshdesk is the lack of consistency between its products; for instance, the functionality disparity between Freshchat and Freshdesk can make it feel like they're from different companies. Additionally, I wish the interface was more customizable without relying on third-party apps, particularly in adding multiple quick links to the side panel of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk serves as a centralized hub for all agents, enabling streamlined handling of custom inquiries. This consolidation benefits us by ensuring that all team members have access to a unified platform, facilitating more efficient collaboration and resolution of diverse customer inquiries.
Evolving Product
What do you like best about the product?
There is plenty of support documentation to help you get started. It also is easy to get started without much configuration. Everyone I have talked with in customer support or customer success has been very friendly. Those in the support desk are pretty quick in response, I rarely go 12 hours without some kind of response from them. Then if I am not quick enough I get a reminder with in 24 hours as follow up help, and I truely apprecate that. Our customer success support agent did let us know when we were not taking full advantage of the system.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
This system is vital to our business and we use it everday. While we do not yet have the integrations activated the variety available in the marketplace that align with other products we use, and the functionality listed for those integrations are quite exciting.
What do you dislike about the product?
If the wrong person is in charge of setup it can set the whole product lose functionality. Some features are locked into higher pay brackets that feel like the should be in a lower tier, such as the article review feature. Being able to review and collaborate on articles in the system should certainly be a paid feature, but it shouldn't need to be an enterprise level feature.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
I have been frustrated a few times with the response time of our customer success agent, because it will sometimes take a few days to a week to get a response back.
I also feel like at times the filtering methods can be oddly sensitive, for example a abbreviation for one of our products, kept causing filter of unrelated tickets because a random set of letters in an embedded url of a customer's signature kept pulling all of their tickets into the wrong grouping.
My top frustration is a lack of automated product enhancement. We joined long enough ago that the plans changed, and featurs were added but the pricing was the same, and yet our plan was not auto upgraded nor were the administrators sent emails about why they should upgrade since it was a no cost upgrade.
I was not part of the original setup, but from feedback I have recieved in the time I have consulted on the product, I have been told that the sales team did not list enough featurs for them to apprecaite all of the features and functionalities that are not immediately apparent.
What problems is the product solving and how is that benefiting you?
Currently Freshdesk is bringing in our customer support tickets, and allowing for easier collaboration. There are several benefits that we have yet to explore. This does allow for easy ticket management.
Good product, but bad support team
What do you like best about the product?
All features and possibilities that the product has
What do you dislike about the product?
the support, they never understand the request and it always ends up on a back-forth totally maddening
What problems is the product solving and how is that benefiting you?
It gives a portal to our clients to send incidents and request, and see help guides about our products. Also, it is our internal help-desk system.
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