Freshdesk Omni
Freshworks Inc.External reviews
3,546 reviews
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External reviews are not included in the AWS star rating for the product.
Clean, Easy-to-Use Interface with Effortless View Setup
What do you like best about the product?
Clean look, easy to use. Easy to setup views
What do you dislike about the product?
I've not found any downsides to freshdesk
What problems is the product solving and how is that benefiting you?
solving a requirement for ticketing system
Clear Ticket Visibility and Simple Workflows with Built-In Reporting
What do you like best about the product?
Its clear ticket visibility, simple workflows, and built-in reporting, which let us track accountability, resolve issues efficiently, and communicate professionally without unnecessary complexity.
What do you dislike about the product?
it has rigid customization in some areas, and occasional friction with automations, which can make advanced analysis and fine-grained workflow tuning harder than expected.
What problems is the product solving and how is that benefiting you?
it helps us work more efficiently, more transparently, and with less administrative overhead.
Omni-Channel Single Desk That Boosts Agent Efficiency
What do you like best about the product?
Omni Channel that connects the customers on single desk which agents efficiency
What do you dislike about the product?
I did not find feedback survey campaign feature
What problems is the product solving and how is that benefiting you?
It helps a lot by reducing the agent manual work and easy tracking tickets and agents performance
Reliable, Clean UI/UX That Makes IT Support Easy
What do you like best about the product?
For me, probably the best thing about Freshdesk is the UI and UX. As an IT Support Specialist, i really enjoy working with Freshdesk. It's reliable, clean, easy to read, easy to use. Also the automation is great, integration with tools like n8n is seamless and easy to do. I literally don't have to use my mail thanks to Freshdesk.
What do you dislike about the product?
If there's one thing i would change - it's the mobile version of Freshdesk. It's unresponsive when using on web browser on the mobile.
What problems is the product solving and how is that benefiting you?
Concentrating problems and solutions in one place, making backlogs easy to manage, it benefits me greatly with the todo list (for on-site support and things that were not entered into the ticketing system)
Easy, Straightforward Tool for Creating Requests and Reporting Issues
What do you like best about the product?
Easy to use, straight to the point, user-friendly, lets me create and submit requests, report issues, and get. The automation and reporting features save time and help improve response times. Helpdsk solutions too
What do you dislike about the product?
nothing negative,im a user of it, but i dont find any problem or negative. pretty straightforward
What problems is the product solving and how is that benefiting you?
keeping everything organized in one place. Support tickets are tracked properly, and responses are faster , immediate alerts and notifications
Freshdesk: Straightforward, Efficient UI that proves its worth
What do you like best about the product?
Freshdesk is a great, straightforward tool. The UI isn’t overly complex, it's just right and efficient as it is. Overall, it’s definitely a very nice tool for the job. I've been using it for almost a year now and it has proven its worth as a customer support executive.
What do you dislike about the product?
Freshdesk (specifically chats) lags sometimes, apart from that I don't find any flaws
What problems is the product solving and how is that benefiting you?
Freshdesk helps and manages in customer communication and a lot of categorization features, which has proven to be the best for analysing and improvising.
Good tool for efficient customer support
What do you like best about the product?
Never faced any downtimes
Ample customisation options
Easy to use
Ample customisation options
Easy to use
What do you dislike about the product?
The Freshdesk APIs could be more extensive
What problems is the product solving and how is that benefiting you?
Freshdesk helps us gather valuable insights from our customer about our products, processes and documentation.
Easy to Use and Makes Reporting Complaints Simple
What do you like best about the product?
it is easier to use and report complaint
What do you dislike about the product?
it is not effective for tracking feedback on complaint
What problems is the product solving and how is that benefiting you?
It is helping us handle and resolve a large number of engagements from our customers.
Simplified Customer Support Management
What do you like best about the product?
I like how simple Freshdesk is to use and it's not very hard to learn. I also like that you can create tags and sections in the forms to help us see where a true issue may be developing or manage data to know where we might need help for customers. It's handy if we're frequently seeing problems with billing or refunds, or just spam responses. We can label and manage that data.
What do you dislike about the product?
I truly like it and love the reporting we can pull.
What problems is the product solving and how is that benefiting you?
I find Freshdesk keeps everything organized, helping us manage help articles, tech concerns, and client issues efficiently. It reduces our email volume, allowing us to focus on clients truly needing help.
Intentional, Team-Friendly Features That Are Easy to Navigate
What do you like best about the product?
All the features are intentional, helpful for my team, and easy to navigate.
What do you dislike about the product?
Some items are price-gated, and jumping to the next level (instead of maybe just item add ons) is not feasible.
What problems is the product solving and how is that benefiting you?
Our team was answering tickets across 7 inboxes and 3 different platforms. Freshdesk centralized it so tickets are no longer missed or left behind.
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