Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Good
What do you like best about the product?
Ticketing and Insights / Analysis which has helped us to serve users better
What do you dislike about the product?
Nothing noticed as such, more we explore the more easier it gets
What problems is the product solving and how is that benefiting you?
It is helping me to keep a track of the agents productivity
Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
Easy to use!
What do you like best about the product?
The automations and the collaboration between our team members.
What do you dislike about the product?
Honestly, nothing comes to mind at this time.
What problems is the product solving and how is that benefiting you?
When our team members were out on vacation or sick, emails would pile up in their inboxes. Now, they are all sent to our Freshdesk account and other team members can answer questions while that person is out of the office.
SMB experience with Freshdesk
What do you like best about the product?
Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years.
What do you dislike about the product?
There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly.
What problems is the product solving and how is that benefiting you?
Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.
Freshdesk sets the standard for what a CRM system should be.
What do you like best about the product?
It is flexible and allows us to optimise it based on our organizational needs.
What do you dislike about the product?
It can be a bit intimidating with the amount of granular detail allowed in the settings.
What problems is the product solving and how is that benefiting you?
Consolidating several support portals into one central repository where staff can efficiently respond to stakeholder queries.
Helpful
What do you like best about the product?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
What do you dislike about the product?
I don't like how it freezes and logs you out randomly
What problems is the product solving and how is that benefiting you?
This site has been extremely helpful for the volume of business we use and keeping staff organized.
Simple and powerful
What do you like best about the product?
Freshdesk is what I like about every service: it’s straightforward, easy to customize and yet simple to learn and use. It’s doesn’t need a complex training or a full team to manage a huge amount of tickets and templates.
What do you dislike about the product?
The introduction of AI is gadget so far and not very useful, let’s see in the future.
What problems is the product solving and how is that benefiting you?
Being able to get informations data from ticket submission and have automated responses by category
easy to handle to ticketing tool
What do you like best about the product?
easy to use for a beginner and quick navigation and can be easily used by a laymen
What do you dislike about the product?
fewer features as compare to Jira, like some ai features
What problems is the product solving and how is that benefiting you?
It's helped my organization to manage and document call conversation that we had as a tech support engineer at Queuebuster.
One of the simple IT ticket management solution
What do you like best about the product?
Freshdesk allows us to simply create the agents which will respond to the tickets.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
The end users has to send out an email to the freshdesk specific email, via which a ticket will be created automatically on freshdesk side.
There are lots of options, filters that you can use, such as ticket category, assigned to, status, priority,etc. so that we can manage the ticket easily.
This ticketing tool can be used on Daily basis for all the ticket / issues management.
What do you dislike about the product?
Nothing that I dislike about freshdesk service.
What problems is the product solving and how is that benefiting you?
Managing tickets got much simpler for us due to this tool, while keeping track of tickets, history etc. details
Freshworks is very simple and user friendly
What do you like best about the product?
The system is simple and easy to use! Allows for better interaction between agents
What do you dislike about the product?
Our organization uses freshdesk and freshservice and the communication between the two can be difficult.
What problems is the product solving and how is that benefiting you?
Autmomation and simplicity
showing 81 - 90