Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Lifesaver for Agent Occupancy and workload distribution
What do you like best about the product?
FreshDesk is intuitive and useful for both our agents and admins who manage the service desk. It has helped our agents move to a healthy and productive occupancy rate, which has had a positive impact on our SLAs overall. We achieved this through the use of the automatic ticket assignment options - as well as using Skills and Scenarios to ensure tickets are shared equally and efficiently within the team.
What do you dislike about the product?
Setup in most cases will require external technical experience for the more complex options. (For example, I still cannot get the "automated" close tickets for "Thanks!" responses from customers.). However, that being said - the team is quickly on hand to assist where they can.
What problems is the product solving and how is that benefiting you?
We use FreshDesk to manage a global clientele, with some of these clients being internal members of staff. This means a lot of tickets with varying amounts of information, as well as varying skills required to solve them. Through FreshDesks automations and workflows, we now have a fair distribution system for tickets, as well as easy tools (Scenarios / Notifications) to pass these tickets to each other internally, as well as to other teams in the business. Being able to do all this from within Freshdesk means we can capture analytics as well - how many tickets go to Training, Professional Services etc, which helps us then work cross-departmentally to reduce these types of tickets in the future.
A great tool for customer service representatives!
What do you like best about the product?
Since our company is using Freshdesk, we have improved our service by response and time. It is a great tool and it help us to be more organized.
What do you dislike about the product?
We would like to get a customer service feedback free.
What problems is the product solving and how is that benefiting you?
Customer service complaints, refunds, extensions, communications. It help us to get all of that in just one application, we can even label each one of those emails and be more efficient.
One product that offers so much for any business that has clients communication
What do you like best about the product?
The upside of using Freshdesk is it's easy to communicate easily with clients or with other staff members. It is a central bank for all incoming emails, calls, faxes, and more.
What do you dislike about the product?
One thing that I would like to change about Helpdesk is that all new or unopen tickets should be pushed to the top. Sometimes I will get sent a ticket and I won't see it because it will be too far down on the list.
What problems is the product solving and how is that benefiting you?
Its solves having multiple inboxes. Everything from fax, missed phone calls, emails, and more get sent to one centralized mailbox (helpdesk) for everyone to see. It is easy to assign tickets to staff members to complete.
Professional experience with Freshdesk
What do you like best about the product?
Reports can be customized and very detailed.
Tickets system is neatly organized both from the user and the support interfaces
Knowledgebased system documentation allows to document processes etc
Tickets system is neatly organized both from the user and the support interfaces
Knowledgebased system documentation allows to document processes etc
What do you dislike about the product?
Slightly expensive
The AI is not yet well developed and mature for production
The onboarding team is abit fast when explaining the various components of a system
The AI is not yet well developed and mature for production
The onboarding team is abit fast when explaining the various components of a system
What problems is the product solving and how is that benefiting you?
Central point where all customers issues can be channeled and addressed in the most effective way. This allows timely solutions to customers on various problems
Freshdesk has been exactly what our organization needed
What do you like best about the product?
Freshdesk is straightforward and intuitive as a support request system. It's simplified enough for a basic user to navigate, but also includes great customization options for those that want to go the extra mile. Staying on top of support requests has never been so easy.
What do you dislike about the product?
I have not had any issues at all since our implementation of this solution in 2019. No major dislikes or negatives. If I had to pick one it would be having the availability of the bot to eliminate "thank you" responses from re-opening closed requests. We had this for a time (possibly for a trial period) and it helped tremendously in cutting down the need to re-close requests that were already closed, simply due to an end user replying with their thanks. But, otherwise everything else works beautifully.
What problems is the product solving and how is that benefiting you?
Freshdesk provides a central location for end users to go for requesting support, which makes their lives easier. It also provides a central repository of all support issues so we can keep email inboxes clear of clutter and maintain a history of requests, including full conversations and solutions which can be recalled at any time for future use.
Support is now simplified.
What do you like best about the product?
The automation and configurability for handling and resolving support requests.
What do you dislike about the product?
I would like to see the system handle external responses to tickets better. Sometimes when staff or clients respond to email threads that are part of a particular ticket, the system will unnecessarily create new duplicate tickets for the same issue.
What problems is the product solving and how is that benefiting you?
Our help desk process, including tracking/resolving client issues, has been streamlined.
Freshdesk-User Friendly- data safety
What do you like best about the product?
I am having a great experience with Freshdesk as it gets everything in one place: email, messages/SMS, Freshconnect, etc. In short, it meets expectations and is one of the best tools.Contact management and search is awful
What do you dislike about the product?
I haven't found anything such.Freshdesk has improved so far
What problems is the product solving and how is that benefiting you?
Modern and user-friendly design is benefiting me to train others easily and understand the concepts quickly
Great help in o time at all
What do you like best about the product?
The speediness of their customer service team.
What do you dislike about the product?
Sometimes I have a difficult time navigating the site so I am thankful to get help when I need it.
What problems is the product solving and how is that benefiting you?
We were trying to figure out how to make a help center forward facing for our customers to use.
Couldn't Recommend FreshDesk More
What do you like best about the product?
How user friendly it is and how it integrates so easily with our tech stack. All support tickets (no matter which channel they're submitting from, i.e. social media, in-app support, email, etc.), route directly to my team's Slack channel and couldn't be easier to identify and manage.
What do you dislike about the product?
Nothing, but if I had to knit pick, I guess I'd say I wish some of the web design portal templates were more customizable beyond just colors and fonts. Functionally, however, we have no complaints!
What problems is the product solving and how is that benefiting you?
As a consumer app, user feedback is everything to us. Freshdesk allows our users to easily submit feedback/complaints and, in turn, allows my team to easily reply and communicate with that user. We can then track the status of each feedback ticket and make sure that each ticket has been properly handled or resolved.
It is a very complete beach platform.
What do you like best about the product?
Their broad view and functions at the time of drafting.
What do you dislike about the product?
I haven't described anything I don't like, it's shocking.
What problems is the product solving and how is that benefiting you?
It helps to solve problems and doubts to our clients, in record time, for a later follow-up applying the benefits of this tool.
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