Amazing Ticket Support Platform
What do you like best about the product?
I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great.
What do you dislike about the product?
Nothing. I feel it’s an excellent product for what it offers.
What problems is the product solving and how is that benefiting you?
Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization.
Helpful for Resolving Customer Tickets
What do you like best about the product?
Its helpful in resolving customer tickets
What do you dislike about the product?
The performance is slow when many customer tickets arrive
What problems is the product solving and how is that benefiting you?
Its neat and clean, easily understandable
All-in-One Ticketing That Keeps Our Teams Coordinated
What do you like best about the product?
Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.
What do you dislike about the product?
Maybe they could have more grouping options like folders to group similar issues.
What problems is the product solving and how is that benefiting you?
Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.
Clear Design, Great Support, and Strong Value
What do you like best about the product?
Clear design, easy navigation, good/sufficient feature set, continued development, great support, various integration options, stable performance, good price for value but we are also on an older plan
What do you dislike about the product?
I'd love to see more options around the proactive outreach which we'd like to use more but it's limited in tracking the emails sent and would also be nice to be able to have a "template" for a group of contacts for outreach
What problems is the product solving and how is that benefiting you?
It’s our centralized hub for customer inquiries, mainly on the support side.
Clear UX and Reliable Performance for Staff and Clients
What do you like best about the product?
It works very well for our comapny. We use it for both internal staff and external clients. The UX is very clear and in the past 3 years we have had no issues.
What do you dislike about the product?
I have no downside to comment on for what we use it for.
What problems is the product solving and how is that benefiting you?
It is a very reliable ticketing system and it solves this issue for us.
Quick to Adopt, Unified Dashboard and Automation That Boost Team Collaboration
What do you like best about the product?
My favorite feature about Freshdesk is that our entire team was up and running without any actual training in a very brief period. We adore the fact that all our support channels are in one shared dashboard and that keeps everyone on the same page. The automation has helped us save a ton of time on repetitive tasks and the reporting has helped us track our performance as a team. It has sincerely allowed our collaboration to be much easier.
What do you dislike about the product?
The customization options are a bit limited in some cases when compared to other tools we have used, and the reporting is decent in some cases, though not as detailed as we need to undertake more detailed analysis. Delays on loading occasionally have been a slight inconvenience when dealing in high volumes of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk has assisted our team to centralize all the customer support requests in a single location which previously was scattered across various inboxes and channels. The automation has relieved us of much of the manual labor we used to go through, and has allowed us to actually solve problems, as opposed to managing them. All that it has done is to make our support process much more systematized and our customers much happier.
Easy Ticket Access and Intake Tracking Made Simple
What do you like best about the product?
It is easy to access and manage tickets or keep a track of all the intake requests
What do you dislike about the product?
the UI is not very user-friendly. If you are not an active user you might get lost
What problems is the product solving and how is that benefiting you?
We have lots of request coming in from clinics for our ecomm or marketing, and freshdesk help us manage and track them all in one place
Streamlined customer ticket handling has saved time and improves our daily support operations
What is our primary use case?
Our main use case for Freshdesk Omni is getting the tickets or queries from customers whenever our portal is down or they need some information from us.
For example, if a customer wants to implement something in our service, we are doing an SFTP Go Go migration from SFTP legacy, so if they need to store their files in a GCS bucket, they will raise a ticket to us via Freshdesk Omni to implement that based on the urgency of the ticket.
Most of the time, we also get requests from customers to reset their account if they enter an incorrect password multiple times and that account gets locked out. They will raise a ticket to us and we will help them out. We have numerous queries which we get from customers.
What is most valuable?
The best features Freshdesk Omni offers include a very simple UI where in the dashboard itself, we can see how many tickets are in an unassigned state, how many are currently due today, or how many our team has resolved, making it very easy to understand and very fast and quick.
The dashboard of Freshdesk Omni helps us manage our tickets day-to-day by saving our time. On the homepage itself, you will be able to see unassigned tickets, for example ten, or priority tickets which are due today. Then, if you click on that, a simple click allows you to see all the tickets, and when you scroll down, you will see customer satisfaction percentage, showing how happy they are.
Freshdesk Omni has too many features, and I would also say that we have email support, call options, and you can also chat with the customer.
Freshdesk Omni has impacted us positively in our organization. We have saved a lot of time after implementing it, and the support we get, such as the ticket and communication with the client, is very rapid, happening very quickly over Freshdesk Omni.
What needs improvement?
The customization on Freshdesk Omni is limited, so if the user gets more options to customize it, it would be much better.
Other than that, everything looks good with Freshdesk Omni.
For how long have I used the solution?
I have been working in my current field for seven years.
What do I think about the stability of the solution?
Freshdesk Omni is stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability allows us to scale to numerous users, and it is easy to scale, but as you do the scaling, it becomes more costly.
How are customer service and support?
The customer support for Freshdesk Omni is good.
Which solution did I use previously and why did I switch?
Not at that company, but I have used different tools in a different organization.
How was the initial setup?
I have not purchased Freshdesk Omni myself. My company has done that, and it was already deployed in our organization, so I have never done the setup from scratch.
What about the implementation team?
I purchased Freshdesk Omni through the AWS Marketplace.
What was our ROI?
Money has been saved, definitely, even on the time saved. For employees, we have a team of nine members, and all of them are using Freshdesk Omni under our project.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, including ServiceNow before Freshdesk. We have also used a Jira ticketing tool.
What other advice do I have?
My advice to others looking into using Freshdesk Omni is to please go ahead, as it is one of the best tools in the market with a large customer base of more than 60,000. I have given this review a rating of 9.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
User-Friendly Ticket Merging That Keeps Support Flowing
What do you like best about the product?
User friendly and easy to merge related tickets.
What do you dislike about the product?
The only problem with Freshdesk is that there's no AI suggestion for replies.
What problems is the product solving and how is that benefiting you?
Customer service related concerns on how refund, status of the order
Freshdesk’s Feature-Rich Toolkit That Can Do Almost Anything
What do you like best about the product?
Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it.
What do you dislike about the product?
Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times.
What problems is the product solving and how is that benefiting you?
Creating workflows, tickets, chats, automations is much smoother and easier with Freshdesk
