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.
A vital support platform that allowed us to offer scalable support with a small team.
What do you like best about the product?
The best thing about Freshdesk is the immense amount of features and integrations, that make customer support smooth and scalable for us, which is a huge plus for our small team supporting thousands of active users. It ensures our operations run seamlessly and we can provide quick assistance. The platform has tons of features and is also surprisingly easy to use - if you don't want something, it's hidden away and doesn't impact the workflow.
What do you dislike about the product?
We've been with freshdesk for almost a decade now and they've gone through 3 versions of pricing tiers - and everytime it was a little annoying to figure out where we were, what features were allowed and adjust.
What problems is the product solving and how is that benefiting you?
Freshdesk is effectively addressing our challenges of working in small team and catering to a substantial user base across three products. The platform's automations, workflows, and role assignments have proven instrumental in streamlining our operations. This enhances our ability to provide timely and personalized support. Integrations and the dozens of available automations help us reduce response times.
My favorite helpdesk software for the last 10+ years
What do you like best about the product?
I have tried a number of tools and I always come back to Freshdesk. It consistently gets the job done well, is continually improving with useful and intuitive features, and it runs like a machine no matter the volume of activity.
What do you dislike about the product?
There really isn't much to dislike about it. I suppose there could be some UI improvements, but I really have zero complaints.
What problems is the product solving and how is that benefiting you?
Great collaboration functions across multiple agents with the ability to provide support escalations and routing rules across a complex client base.
Freshdesk is a great customer support solution for businesses of all sizes
What do you like best about the product?
User-Friendly Interface
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
Multi-Channel Support
Automation and Ticketing
Integration Capabilities
Reporting and Analytics
Customer support
Comprehensive functionality
What do you dislike about the product?
Integration Challenges: While Freshdesk offers a variety of integrations, we encounter challenges when trying to integrate with specific third-party applications or systems that are crucial to their workflow.
What problems is the product solving and how is that benefiting you?
Overall, Freshdesk is a comprehensive customer support solution that can help businesses to solve a number of problems and achieve their business goals.
Team productivity and Easy Tracker
What do you like best about the product?
Easy tracking of tickets
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
In one click, we can identify the productivity of agents/resources.
Tracking hours spent on ticket.
What do you dislike about the product?
Identifying duplicate tags in one click, sometimes ticket categorization did not happen correctly.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
Auto assignment of tickets based on bandwidth or previously assigned count of tickets.
What problems is the product solving and how is that benefiting you?
It is helping to focus all customer related tasks on one platform, before Freshdesk, we were checking every email and were not sure how to figure out pending work.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
FD allows us to track the customer journey and happiness count via ticket and getting review from customer.
User-friendly
What do you like best about the product?
The UI and the features are great and easy to use.
What do you dislike about the product?
The scenario automation can still be improved.
What problems is the product solving and how is that benefiting you?
Infrastructure Modernization-related concerns
Freshdesk review
What do you like best about the product?
User friendly, well structured, informative
What do you dislike about the product?
Sometimes it's slow, and takes time to recover
What problems is the product solving and how is that benefiting you?
To communicate with clients
Robust and Easy HelpDesk
What do you like best about the product?
The short learning curve allows you to customize workflows according to the processes to be implemented. The interface is simple and easy to use, it is not overloaded and the data is within reach.
What do you dislike about the product?
That there are some views that cannot be deactivated for certain users, even if they do not have permissions. The limit of direct historical files since they separate the data from one point.
What problems is the product solving and how is that benefiting you?
Centralize and manage information from multiple sources in a single workflow, control and response. Information is organized and cataloged for better monitoring and evidence. Loose ends of case management through independent channels are eliminated since procedures are channeled and managed based on guidelines.
More than a decade on a very good platform...
What do you like best about the product?
We use Freshdesk daily as a client <> operator communication system, and as a job monitoring system, plus to handle general enquries. It's been a fundamental part of our business since about ?2009 or so. We were early adopters. We're on a fairly low end plan (grandfathered) but it fulfills all the needs we have for it.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
The fact we're still using it today is a testament to the quality of the system. We use the API to push orders into the system, which was quite simple to implement.
When we've dealth with Freshdesk's own support, I'd say the results have been mixed. Overall they are good, but perhaps not quite as responsive or quick as we'd like to implement new, good ideas.
What do you dislike about the product?
I would like to see more of the API (custom objects) opened to the lower end plans.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
I would like to see Freshdesk's own support be a little less 'bot -> 'level 1 script' -> finally some actual help from a real person who can read and understand the issue.
What problems is the product solving and how is that benefiting you?
It handles all our clinet communication effectively.
Easy to use platform
What do you like best about the product?
It allows us to manage our workload while also allowing us to track workload across the team
What do you dislike about the product?
Not being able to send bulk BCC emails to contractors
What problems is the product solving and how is that benefiting you?
Allows us to not miss any emails or requests from our clients and contractors
Amazing and simple use
What do you like best about the product?
It is a platform that helps you keep your company's tickets in order.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
The part of being able to have pre-recorded answers has simplified my daily tasks, I like it a lot.
What do you dislike about the product?
In order to access certain functions you must purchase the more specialized levels, although in general the basics are included in the program for free.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
Depending on your needs are the packages that you can purchase, even if it means spending a little more money.
What problems is the product solving and how is that benefiting you?
To give order and control to the number of daily tickets received in our customer service mailbox.
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