Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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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.
Easy to use, good support
What do you like best about the product?
How easy it is to use and the many integrations it has
What do you dislike about the product?
Whenever I reach out to support via chat, if I don't answer on time, I am assigned to a new agent EVERY TIME and NOTHING is more frustrating for a customer than repeating themselves about their issue.
What problems is the product solving and how is that benefiting you?
Providing customer support in one channel
Freshdesk is a game-changer for customer support
What do you like best about the product?
Freshdesk has completely transformed the way we handle customer inquiries. It's an all-in-one platform that's incredibly user-friendly and intuitive, making it easy for our team to manage tickets, track customer interactions, and collaborate on solutions. The automation features are particularly impressive, allowing us to streamline our workflows and respond to customers more efficiently. We also love the reporting and analytics tools, which provide valuable insights into our team's performance and customer satisfaction levels.
What do you dislike about the product?
While Freshdesk is an excellent platform overall, there are a few minor drawbacks. The pricing can be a bit steep for smaller businesses, and some of the more advanced features require additional add-ons or integrations
What problems is the product solving and how is that benefiting you?
One of the main problems that Freshdesk solves is the need for a centralized platform to manage customer support requests. The software allows businesses to manage all customer interactions from a single platform, including emails, phone calls, social media messages, and more. This makes it easy to keep track of all customer queries and provide timely responses, resulting in improved customer satisfaction.
Best CRM tool user friendly
What do you like best about the product?
1. It is very user friendly
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
2. It's perfect for maintaining a CSAT score
3. Best reminders to close the ticket as per your TAT
4. You can priorities your tickets
What do you dislike about the product?
Need little work on reminders if the ticket is not closed as per the TAT.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the sorting of email flow distribution.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
It gives the benefit of closing a high volume of open tickets to close them in a specific time frame.
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