Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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it was good to handle the customer queries o
What do you like best about the product?
its user friendly not much complicated to use
What do you dislike about the product?
its some times hang and notification problem
What problems is the product solving and how is that benefiting you?
it helps us resolve customer queries which they raise through live chat
Fresh desk is you’re one stop shop for all IT needs
What do you like best about the product?
The thing I like the best is because the ticketing system is customizable and can be easily adapted to your needs. We first deployed our ticketing environment during the pandemic and it strengthened our team's communication and performance.
What do you dislike about the product?
There isn't much I don't like, because it's a great product. I am confident your team will benefit from its platform. There are different tiers of subscriptions available. I am sure you'll find something to fit your needs.
What problems is the product solving and how is that benefiting you?
We needed a way for our customers to see the progress of their tickets. Our team is small but freshdesk has allowed us the leverage to support a growing customer base. I needed a way to track notes, and tech performance and freshdesk offers reporting and analytics to help with those decision making situations.
Freshdesk - makes work life easy.
What do you like best about the product?
Helpful - ease of use
Upsides - user friendly
Canned responses
Executing Scenarios
It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.
Upsides - user friendly
Canned responses
Executing Scenarios
It is very easy to use be it creating a ticket or adding a contact etc. It also autocorrects the misspellings. I find it helpful.
What do you dislike about the product?
Least helpful-Integrating CRM into Freshdesk and finding old tickets.
Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.
Downside is that once a contact or ticket is deleted by mistake then it can't be retrieved.
What problems is the product solving and how is that benefiting you?
Freshdesk is solving our day-to-day problems of keeping track of the tickets and running automation. It also helps in monitoring agents' productivity. It autocorrects the misspellings in a sentence which is a good addon. Now you have an option to maximize the text editor field which helps in drafting the message/email easily.
The Best Tool to Manage Support at Scale
What do you like best about the product?
Before opting for FreshDesk, we directly responded to the customers via emails. But as we grew, customer inquiries and the team size increased. So it became complicated to manage the customer queries directly via email; it was tough to coordinate who was handling which customer's email. That's when we decided to start using Freshdesk. With Freshdesk's Ticket Management Tool, we can now easily assign tickets to a particular agent, and track the response times, resolution times etc.
What do you dislike about the product?
Nothing much. The mobile app can be a little more user-friendly.
What problems is the product solving and how is that benefiting you?
Ticket Management, Agent Assignment, Tracking, Monitoring, Accountability, Reports
Simple, easy and reliable
What do you like best about the product?
The FreshDesk is fantastic software, very simple to use, and with an excellent interface. You can help the user change the status of the ticket straightforwardly. And the loading quotes are very insightful.
What do you dislike about the product?
I would say we could have a dark theme and more insightful loading quotes.
What problems is the product solving and how is that benefiting you?
The Freshdesk is used to help a lot of user in OSG and OSDF
Excellent Helpdesk
What do you like best about the product?
I like using Freshdesk as it helps us to keep track of all the incoming requests. The simple and uncomplicated ticketing system helps in ensuring nothing gets missed thus enabling the support team to provide resolutions at a faster rate.
What do you dislike about the product?
I am yet to find something to dislike about the helpdesk. We have got excellent feedbacks from all the users who use the platform day in and day out. Their support team is also super helpful.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us to ensure that we provide the best possible support to the customer without missing any of the requests while keeping a close tab on the SLA and the customer sentiment.
A very efficient way to manage service tickets
What do you like best about the product?
The functions about assigning tickets to other team members or other teams within the organization, and the user friendly way of tracking previous service tickets.
What do you dislike about the product?
I cannot think of any downside. I would only add one filter for my completed tickets.
What problems is the product solving and how is that benefiting you?
It provides a platform to locate and resolve issues that users experience. It offers a versatile communication route to update users about the resolution of their problem.
Excellent features at a competitive price.
What do you like best about the product?
We're a busy digital agency, and FreshDesk allows us to manage all our client support questions and issues in a single place. We can discuss internally and track tickets to ensure we're providing timely, accurate support for our clients.
What do you dislike about the product?
I've been using FreshDesk for 5+ years and have no complaints or issues at all.
What problems is the product solving and how is that benefiting you?
We used to answer all client questions via our regular email inboxes. This was obviously not scalable, and also not trackable in terms of response times, status, etc.
FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.
FreshDesk is our collaborative inbox where we manage all our support tickets, and it's changed how we operate as an agency.
A Lifesaver
What do you like best about the product?
Hands down, Freshdesk has been one of the best things we have instituted at our company. The ability to successfully track short and long-term issues has resulted in a more stable network environment and improved user trust in our IT department. We also love that we can tailor the ticket fields to track the trends of issues our users are having. This feature lets us see the bigger picture and work towards finding and fixing root problems.
What do you dislike about the product?
Our biggest hurdle has been training staff to start using and depending on a new ticketing system, which we have not used before. There is also some confusion about setting up the customized email address for our account. The default Freshdesk emails always go to the junk box, so users are unaware the ticket has been received, is being worked on, or has been resolved until IT can fix that hurdle.
What problems is the product solving and how is that benefiting you?
It helps us see what user error is versus actual software and hardware issues in our business. Now we know what training deficiencies we may have, and apply other fixes more quickly to prevent work-flow disruption.
Ease of Use
What do you like best about the product?
A very simple and easy-to-use Ticketing Tool. Being an administrator and an agent the tool is very simple to understand and configure, especially the automation of tickets.
What do you dislike about the product?
The software doesn't have any negative points except that the Knowledge-Based Section can be improved and if there would have been a option to customize the dashboard as the agent requirement.
What problems is the product solving and how is that benefiting you?
The Freshdesk portal is used by the Developers. They raise tickets based on their requirements and needs. They raise it even when they are blocked or having issues on performing their daily activities. As the Freshdesk is used by the IT Department, the developers are restricted to few use.
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