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
Centralized patient queries have improved response times and increased clinic revenue
What is our primary use case?
My main use case for Freshdesk Omni is the management of patients' queries, as it helps to manage queries from multiple channels like web chat, emails, or various messaging systems such as Instagram and Facebook. Any query received in these channels is converted into tickets, which can be easily tracked and addressed by our staff.
What is most valuable?
Freshdesk Omni helps in the management of multiple communication channels like email, web chat, or other messaging platforms. The queries we receive in these platforms are converted into a ticket, allowing everything to be seen in one place, so the staff can easily track and address the patient's queries. Additionally, it assists with automation; if there's a repetitive query, it is addressed by Freddy AI, which is really helpful, and it also automates workflow, reducing the need for manual interference with these repetitive tasks.
The centralized ticketing system in Freshdesk Omni helps track whether patient queries are effectively addressed and allows us to note the patient's response, indicating whether they are happy or not. Additionally, Freddy AI automates repetitive tasks, reducing manual interference and administrative workflow, so the staff can focus on more high-priority work.
One more valuable feature is that we can receive communication via omni channels like emails, web chat, or different messaging systems, and we can track all of these in one place, improving the patient experience by addressing complaints quickly and efficiently. Freddy AI also helps draft professional-looking replies, which significantly increases our staff's efficiency.
What needs improvement?
One area for improvement with Freshdesk Omni is the initial setup, which is quite complex for new users due to the wide range of features available. Improving onboarding tutorials would help users become more familiar with the platform.
For urgent queries from patients, integrating an SMS alert system for our dental staff would be highly helpful.
The ticket management system, management of different omni-channel communications, automation of workflow, and Freddy AI are really good, but there are some improvements needed during the onboarding process.
The onboarding process for new users should be made simpler, and integrating an SMS alert system for managing urgent patient queries would be beneficial.
For how long have I used the solution?
I have been using Freshdesk Omni for the last six to eight months.
What do I think about the stability of the solution?
Freshdesk Omni is quite stable and reliable, helping us address multiple queries from patients at once without issues.
What do I think about the scalability of the solution?
Freshdesk Omni is scalable and suitable for both small and large organizations, making it adaptable as our dental clinic grows.
How are customer service and support?
Customer support for Freshdesk Omni was good. They helped significantly during the initial setup and addressed the issues we faced during onboarding.
Which solution did I use previously and why did I switch?
I did not use any other solution previously.
How was the initial setup?
The setup requires some technical help from the support team, and licensing is also based on the number of agents using the platform, which is quite simple.
What was our ROI?
Freshdesk Omni helps save time because the time we used to spend talking to patients on the phone or replying to their SMS is now saved as these tasks are handled by Freshdesk Omni itself. This allows us to focus more on patient treatment, which increases the number of patients we serve and enhances our clinic's revenue, ultimately improving our profit margins.
What's my experience with pricing, setup cost, and licensing?
Freshdesk Omni pricing is subscription-based and depends on how many agents are accessing the platform.
Which other solutions did I evaluate?
I evaluated Zendesk before choosing Freshdesk Omni.
What other advice do I have?
Any organization considering Freshdesk Omni should go for it because it saves a lot of time and increases staff efficiency, bringing more revenue and profit to the organization. I gave this product a rating of eight out of ten.
Efficient Ticket Management, But Requires Tweaking
What do you like best about the product?
I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster.
What do you dislike about the product?
Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer queries and support tickets in one place. It organizes messages, avoids missing requests, and speeds up responses. The automation features save time, reduce errors, and improve efficiency.
A simple, straightforward Customer Service Platform
What do you like best about the product?
I like how easily Freshdesk integrates with FreshChat and Freshcaller. The UI is straightforward and easy to understand, and the Freshworks University courses they provide are an excellent introduction to the product for new users. The platform loads quickly, and the search function works well.
What do you dislike about the product?
Freshdesk doesn’t include a “Play” function like Zendesk does, and that’s something I really miss. As an agent, I found that competitor feature particularly useful in my day-to-day work.
What problems is the product solving and how is that benefiting you?
Before using this tool, I struggled with managing scattered customer information and tracking related tickets efficiently. Now, it provides me with a simple yet comprehensive overview of each ticket, related tickets, and customer details in one place. Although I was not involved in selecting this tool at my new job, it being the product of choice has helped me streamline my workflow, reduce response times, and improve my ability to resolve issues faster, resulting in increased productivity and better customer service.
