Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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User Friendly and Mobile Accessibility
What do you like best about the product?
User-Friendly Interface: Intuitive and user-friendly interface to facilitate ease of use for both agents and customers.
Mobile Accessibility: Mobile-friendly interface or dedicated mobile app for agents to manage tickets on the go.
Mobile Accessibility: Mobile-friendly interface or dedicated mobile app for agents to manage tickets on the go.
What do you dislike about the product?
NA, This is an awesome product. Can also do better in integrating with other systems as well for a better user experience, rather than switching between multiple sits.
What problems is the product solving and how is that benefiting you?
SLA Management, Ticket History, Ticket Notifications, Ticket Escalation,Ticket Prioritization
Wonderful Tool
What do you like best about the product?
I like the best Freshdesk is the interface and way it's designed to handle emails and resolve in a easier way. It's a must needed office tool to complete all the customer's queries under one platform :)
What do you dislike about the product?
Nothing much because it's an amazing tool to all who would liked to handle the customer queries. You can add a feature to login through the mobile number that's all.
What problems is the product solving and how is that benefiting you?
All my emails are under one platform and I can easily assign them to my fellow tem members and also monitor the ticktes. This will help me to reslove the queries on the and keep up the SLA.
Freshdesk experience
What do you like best about the product?
Easy to navigate, simple to use. Quick and reponsive support.
What do you dislike about the product?
Sometimes it takes too long to uodate tickets.
What problems is the product solving and how is that benefiting you?
I cannot point an issue
The best ticketing platform on the market!
What do you like best about the product?
Freshdesk is very intuitive and user friendly, everything works flawlessly and with almost no bugs and hick ups.
What do you dislike about the product?
Nothing that I can type in from the top of my head.
What problems is the product solving and how is that benefiting you?
It's solving the company needs for ticket logging and it helps be with reports and following KPIs.
Outstanding CRM
What do you like best about the product?
It is very easy to use. It has a lot of usefull features. The interface is user friendly and easy to navigate. There is virtually no downtime. Support has been excellent and timely.
What do you dislike about the product?
There should be more integrations such as Vonage AI and ChatGPT and other AI tools. I would like to see more user friendly app development tools that you can use from scratch.
What problems is the product solving and how is that benefiting you?
It is a all in one package where our team can diagnose, service and troubleshoot our customer's issues and questions. This software helps with keeping our customers happy.
Great Ticketing System!
What do you like best about the product?
It's a super user friendly website that is easy to navigate and train new users on. I love the ability to have a dashboard that keeps track of tickets per user, ratings on tickets, different ticket status, and you are able to utilize a 'round robin' feature to ensure that tickets are evenly distributed amongst a team.
What do you dislike about the product?
I haven't found any roadblocks or hiccups with the current system yet, all seems to be working well for our need for the site!
What problems is the product solving and how is that benefiting you?
Organization and time management of tasks, keeping track of projects and deadlines within a team (and sub-team) role within our department, the ability to create internal notes on tickets without alerting the requester, the ability to automate specific tasks to make it easier on the internal user and the ticket requester as well.
Amazing!!!
What do you like best about the product?
Easy to Write and Send Emails!!! Formattting Options are available.
What do you dislike about the product?
Sometimes - the images that we add - they don't get parsed - it shows the parsed failed and we need to add the images again which is a time taking process.
What problems is the product solving and how is that benefiting you?
Easy way of Sending Emails and keeping a Track of all.
Very user friendly to use and canned response to add and replay
What do you like best about the product?
Shortcut keys where we can add a canned response while giving a replay and moreover easy to use
What do you dislike about the product?
Undo time is very less and need to increase the undo time since sometime there will be human error that can be edited post sending the response
What problems is the product solving and how is that benefiting you?
Customer queries can solve easily
It's easy to navigate. It makes your everyday working lives easier than ever.
What do you like best about the product?
It's features are extremely helpful from ticket creation to report generation.
What do you dislike about the product?
Ease of getting help / support. There should be an easier way to get help from the portal itself.
What problems is the product solving and how is that benefiting you?
Tracking and monitoring of cases or concerns.
Easy to use shared inbox
What do you like best about the product?
Easy to navigate and makes managing your workload so much more efficient.
What do you dislike about the product?
The only thing I don't love about freshdesk is not being able to do a bulk BCC email in there
What problems is the product solving and how is that benefiting you?
Don't miss communications and share workload accordingly.
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