Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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Very convenient to get all the data(Mails) in one place and distribute amount agents
What do you like best about the product?
Easy to follow up on open tickets, helps in keeping track of the email thread, and resolves customer complaints.
I like the feature where we are able to set priority depending on the issue types.
I like the feature where we are able to set priority depending on the issue types.
What do you dislike about the product?
Unable to add a new recipient on the email thread.
cannot mention "@" or "+"recipient
cannot mention "@" or "+"recipient
What problems is the product solving and how is that benefiting you?
Helps in keeping all the complaints in one place
Massively Improved our workflow
What do you like best about the product?
It allows us to seamlessly move emails from department to department without having to forward. This saves time and clears up the email trails.
What do you dislike about the product?
refreshing a tab kills the call. Not fully thought out.
What problems is the product solving and how is that benefiting you?
All communication is now in one place, we have an easy way to keep emails whatsapp and calls in one package. We also now use some of the bots to minimise the number of repetetive queries we receive.
Great tool for streamlining customer service
What do you like best about the product?
Ticket management is great, being able to collab on a ticket to get it solved is very helpful
What do you dislike about the product?
A little complicated to set up at first. The filters are not always the easiest to manage
What problems is the product solving and how is that benefiting you?
Making sure tickets are assigned to a person and getting them done in a timely manner
This ticketing system works seemlessly.
What do you like best about the product?
UX is wonderful and with proper tracking of all the tickets can be done.
What do you dislike about the product?
If we could have a cloud calling integrations it would be great.
What problems is the product solving and how is that benefiting you?
Fast tracking of tickets.
Freshdesk has massively helped the way my work is processed and managed on a day to day basis.
What do you like best about the product?
The most helpful thing about Freshdesk for me, is the integration with other apps that help us massively that we use on a daily basis, as well as the notifications that get sent to you via email, asthis really helps to prevent things from being missed.
What do you dislike about the product?
Sometimes the amount of emails you get from Freshdesk per ticket can be quite difficult to manage, as sometimes you can get say 3 emails per ticket which can make it hard to navigate and control in your inbox.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me to keep on top of tickets, for example if I email a customer and they have not yet replied, I should chase them on this, but it can be easy to forget this when the ticket is in the status of Waiting on Customer, however Freshdesk automatically sends an email to the customer to ask for a reponse.
User-friendly with best data analysis
What do you like best about the product?
Most user-friendly helpdesk tools provide real-time updates and a detailed dashboard.
What do you dislike about the product?
I have not observed anything negative or that should be improved in the Freshdesk tool.
What problems is the product solving and how is that benefiting you?
Freshdesk is a ticketing system that creates tickets in real-time based on the emails received from end users and suppliers. Upon ticket creation, it automatically sends a response to the email sender, providing them with a reference number for easy tracking. Freshdesk maintains a record of the entire lifecycle of each ticket and offers a dashboard that displays SLA metrics for efficient monitoring and management. Additionally, Freshdesk facilitates the measurement of end-user satisfaction through CSAT surveys, allowing for a pulse check on the overall customer experience.
Complete, easy and free/cheap
What do you like best about the product?
We use the ticketing system and the knowledge base to answer our partners
What do you dislike about the product?
There is no automated to do task, or a close mentions of the mail response
What problems is the product solving and how is that benefiting you?
When we need to solve an ticket it's easier to see who anwered it, or do any action, all the responses, also you can assing to an user the ticket,and the remembers of what they have to do.
Freshdesk Review from user
What do you like best about the product?
It can speed up and simplify our work. By utilizing this website alone, we are able to respond to consumer inquiries and provide reports. It is accessible from any device also.
What do you dislike about the product?
The disadvantage of Freshdesk at this time is that it logs you out automatically. That's what I'm observing right now. As of this moment, Freshdesk's service is nice. Just keep up the good service
What problems is the product solving and how is that benefiting you?
When there's an issue on the service that we are handling and we need to create a report. We can use the Freshdesk to count all the affected customer by creating Jira. This is very big help because the manegement can take an action right away.
A powerhouse for customer support
What do you like best about the product?
It is very easy to use, especially for people that might not be the most familiar with IT. You can set up everything you want to make an agents life easier. Probably the best customer support tool I've used so far.
What do you dislike about the product?
There is not really much that isn't working. Sometimes it can be a bother to get support from the Indian-Team, since there is a natural language barrier but most of the time they really put a foot down for you and help you get your issues resolved.
What problems is the product solving and how is that benefiting you?
Not really problems per se, it is more like they put everything a company needs to provide excellent customer support in one package and here it is. And we're not even using half its features.
Sharing my experience
What do you like best about the product?
The best part about the freshdesk is that it has made work more simplified and easy to understand. Before, we were using Google form which was not that reliable or convenient but on contrary to that Freshdesk has been unbelievably amazing. We are able to mention all the customer's details in 1 ticket and select any query and also we can fill up any offer form directly without sharing it with supervisor or updating the same in Google sheet which was very hectic.
What do you dislike about the product?
Actually there's not a single reason for me to dislike about freshdesk. It works so good and easy to access. So nope, I have nothing I dislike while using the freshdesk.
What problems is the product solving and how is that benefiting you?
When we're using Google form, we needed to fill out many forms but now we can just add note and check all the work that's been going on customer's complaints without having to check all the forms and which data was also hard to maintain.
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