Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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External reviews are not included in the AWS star rating for the product.
Great Tool for support and caser management
What do you like best about the product?
It is a robust platform, fairly easy to use and integrate. Customer support has been responsive, patient and professional.
What do you dislike about the product?
Configuration is sometimes not intuitive.
What problems is the product solving and how is that benefiting you?
Internal management of operations and helpdesk support.
Easy to Use, Feature-Rich Plans with Fast, Close Customer Support
What do you like best about the product?
very easy to use, lots of features available in each plan, very close and fast Customer Support team
What do you dislike about the product?
the Analytics module is very slow, some features could be more customizable
What problems is the product solving and how is that benefiting you?
it centralized our full-suite Customer Care processes (from Support, to Product, to Engineering), so we have all teams using it to collaborate seamlessly. that way, and via its Analytics, we gained visibility into the operation and the results are measurable
Freshdesk: ticket management and intuitive automations that increase efficiency.
What do you like best about the product?
The ease of managing tickets and automations. The tool is very intuitive, which facilitates adoption by the team, and the custom reporting features, dashboards, and automations greatly help in gaining efficiency in service. Support via partners greatly aids communication and simplified implementation through configurations.
What do you dislike about the product?
At times, changes in the pricing model or in functionalities can raise questions and require adjustments from companies that already use the platform.
What problems is the product solving and how is that benefiting you?
Freshdesk resolves the lack of visibility over customer service and the disorganization in the process.
Facilitate Customer Service with Efficiency
What do you like best about the product?
I like the simplicity of Freshdesk and its range of features. It is a complete system with ease of use and a low learning curve, which means all my agents can be more productive with less time for training and adaptation. Additionally, the initial setup was smooth, without issues.
What do you dislike about the product?
Perhaps the way feedback reports are created. The team says it's not very intuitive and the reports could provide insights with less need for input.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to control metrics, centralize support, and share knowledge. It is a complete and easy-to-use system, allowing my agents to be more productive with less training time.
Streamlined Email Ticketing That Keeps Everything in One Place
What do you like best about the product?
It has a very different ticketing system that supports email, and I don’t need to check my emails separately.
What do you dislike about the product?
Every now and then, our emails get unassigned in Freshdesk, and we then have to raise a ticket to get it sorted.
What problems is the product solving and how is that benefiting you?
customer support team's TAT has reduced
Intuitive Interface, Essential Automations
What do you like best about the product?
I like Freshdesk's user interface and automations. The integrations, rules, and hourly state changes are very well made. It really helps that our agents don't need to check the status of tickets manually, as we have a rule that closes tickets after seventy-two hours if there's no reaction. The Jira integration is also quite useful, allowing us to communicate effectively with our IT team.
What do you dislike about the product?
Maybe the Jira connector. We cannot search sprints. We have a few problems with that, but overall, it's okay. But it could be improved.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage tickets and resolve customer issues, streamlining onboarding processes through its various states.
Simple Yet Effective Ticketing System
What do you like best about the product?
I really like Freshdesk because it's simple and not super complicated to use, which has helped us tremendously. I find the analytics feature really beneficial from my perspective as a call center manager. It allows me to quickly see overall performance, know how many tickets we've received, how many we've resolved, and our average response and resolution times. It's also nice to be able to assign tickets to our agents. The initial setup was simple and went pretty smoothly, and I have no complaints about it.
What do you dislike about the product?
nothing
What problems is the product solving and how is that benefiting you?
Freshdesk helps us stay organized by managing tickets from customers, technicians, and Salesforce. It's simple and not complicated, making it easy to use. The analytics provide insights into our performance, like response and resolution times, which help me as a manager.
Efficient and Customizable Support Platform
What do you like best about the product?
Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.
What do you dislike about the product?
Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.
Easy to Learn, Efficient Ticketing, and Smooth Integrations
What do you like best about the product?
Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate.
What do you dislike about the product?
Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage.
What problems is the product solving and how is that benefiting you?
Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline.
Streamlined Ticketing with Robust Analytics
What do you like best about the product?
I really like the transparency Freshdesk brings within a team and its analytics features. The ability to customize reports to align with and track our KPIs is incredibly handy, as the data is reliable. I also like how it allows me to allocate tasks to my team, monitor their progress, and provide feedback based on their performance. The initial setup was very easy as well.
What do you dislike about the product?
It's a form of micromanaging but putting in a few extra safe blocks would be nice, such as a staff member not being able to set a ticket to resolved without my approval. When replying to a multiple email trail, it can be frustrating when I want to change the main recipient of the email without them seeing all the history (and with them separating to detail into a separate ticket).
What problems is the product solving and how is that benefiting you?
I use Freshdesk to merge three inboxes into one, simplifying communication. It helps keep track of tasks and workloads transparently, allows clear monitoring of issue history, and offers valuable analytics and custom reports to meet KPIs.
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