Freshdesk Omni
Freshworks Inc.External reviews
3,552 reviews
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Amazing tool
What do you like best about the product?
The way makes everything more easy to work with your tickets and customers, the amount of time that save you is really appreciated in the busy times.
What do you dislike about the product?
That is not lots of options for fonts and ways to create the canned responses.
What problems is the product solving and how is that benefiting you?
The typical problem of customers sending lots of seperates emails, with this tool you can merge them and keep track with all much easier
The best in the market!
What do you like best about the product?
I have been actively using Freshdesk for 3 years now and it has made my work so much easier. Freshdesk has helped me organize and track and complete all my task within the SLA. Managing and tracking my teams SLAs has a lot easier with Freshdesk.
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
Integration of Freshdesk with other BI Visualization tools has helped showcase the business metrics of all the teams to the senior management in the best and simple way possible
What do you dislike about the product?
Create reports by summing up numbers mentioned in Ticket Fields, or any other way of calculating the amount of effort put into one ticket by an employee, would be helpful. Quanitfying effort on a single ticket is currently not available on Freshdesk which i am hoping to see in the near future.
What problems is the product solving and how is that benefiting you?
Freshdesk helps track and maintain SLA of my team and to ensure that our work is getting done on time. The Reports which are available within the platform helps submit relevant information about teams performances to the senior management on a weekly basis.
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Prioritizing work on Freshdesk has been a blessing.
Integration on Freshdesk is very easy and has helped maintain the flow of work from on one platform instead of different platforms.
Maintaing knowledgebase documents has helped maintain process documentations and also helped reduce repetitive doubts from different teams
Freshdesk is the most User friendly Helpdesk
What do you like best about the product?
How it is User friendly, and easy to navigate
What do you dislike about the product?
There are a few bugs, likes it automatically saves the late sent message, so when the ticket reopens, you see the message you sent as a draft. It is just annoying having to discard it a lot of the times.
What problems is the product solving and how is that benefiting you?
Dealing with people over email as opposed to phone calls.
How Freshdesk made my life easier
What do you like best about the product?
Freshdesk provides most of the tools that will help you provide great customer support with a very intuitive UI and easy to setup features.
What do you dislike about the product?
Facebook Chatbot improvement, additional native messaging integration, SMS gateway, and Survey limited customizability
What problems is the product solving and how is that benefiting you?
With Freshdesk, we were able to monitor all of the concerns coming from different channels in one single dashboard and with the help of useful tools to categorize each concerns base on priority level.
Freshdesk - a tool which simplifies everyday hustle
What do you like best about the product?
Easy to use interface,Mutichannel support,Automations for segregating tickets,Reporting and analytics and various third party apps integrations are some of the key factors which I like about freshdesk.
What do you dislike about the product?
Limited customization options, pricing,reporting limitations are some of the factors which I dislike about freshdesk.
What problems is the product solving and how is that benefiting you?
Ticket Management, Automations, Multichannel support, Reporting and Analytics and Integrations are some of the features which freshdesk is providing to me and benefitting me.
Tool Is very user-friendly.
What do you like best about the product?
Automation...Very user friendly and easy
What do you dislike about the product?
Customer support is very supportive when they connect with clients, but getting connected with them is a big task
What problems is the product solving and how is that benefiting you?
Helping us by giving various reports, easy to use
Freshdesk experience
What do you like best about the product?
A lot of useful features. Really dynamic options and it's easy to configure.
What do you dislike about the product?
Possibly the huge number of options and it may be hard to find the right feature
What problems is the product solving and how is that benefiting you?
It solves communication problems so it's easy to talk to the customers
Great Product with Very Good Customer Service
What do you like best about the product?
I very much so enjoy the live chat for assistance. I also like the ease with which I can add and remove mailboxes. We transitioned from a software to this, and our agents seem to enjoy it.
What do you dislike about the product?
The paywalls for some of the features is kind of annoying it some regards, yes I understand it but I would like to know log out and log in times. Other than that there isn't much I dislike about it
What problems is the product solving and how is that benefiting you?
It serves our IT Helpdesk inbox. We also use it to round-robin e-mails to our customer support team. The reports it outputs also help with metrics and determining about many people we need to be staffed at one time.
Best ticket system for IT
What do you like best about the product?
We have found Freshdesk's layout simple and the app works a treat. It has helped increase our support tickets resolution time down to a minimum and increase productivity within the team.
What do you dislike about the product?
The cost, for a big team of users this can end up quite costly. I think it would be ideal for education pricing to be more affordable as school budgets are very tight.
What problems is the product solving and how is that benefiting you?
It ensures all emails are brought into one central location and IT staff can actively respond to tickets that are hitting the inbox, we can see in real time who has actioned what.
Great!
What do you like best about the product?
I like the flexibility it offers us as a business, it allows us to customise the system to meet different SLA targets across different products. Freshdesk offers a full range of analytics that also helps us drill down into the data.
What do you dislike about the product?
I would like the option to amend the priority levels of tickets, currently the system default doesn't always work with our customers.
What problems is the product solving and how is that benefiting you?
Reducing the need for any manual work, the automations help to close down tickets without the need of an agent to manually chase the customer/third party for more information.
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