Freshdesk Omni
Freshworks Inc.External reviews
3,536 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient support - overall.
What do you like best about the product?
I like how easy it is to reply to emails in one ticket and to see the history of a user. It's great to be able to see everything in one place! We also love using canned forms and responses - they help us be more consistent, efficient, and accurate. The UI is also very straightforward.
What do you dislike about the product?
I think it’s too easy for users to create multiple tickets about the same theme, so some way to unify or merge them automatically (without a manual process) would be really helpful. Automatic summaries within tickets would be a great addition as well. Finally, we recently had some delivery issues, and the DKIM CNAME record configuration requires technical expertise.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to support our app users by resolving their questions and issues. We receive thousands of tickets per month, and it makes it easy to respond to all their questions. The canned forms and saved responses improve our consistency, efficiency, and accuracy. It has definitely helped us scale our support team and manage all the tickets.
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
Effortless Customer Communication Management
What do you like best about the product?
I like Freshdesk for its user-friendly way of organizing all our customer accounts and communications. It's helpful that we can search a building and see all tickets and communication regarding that one account in one place. Freshdesk also solved the problem of various agents accessing information at the same time, something we struggled with when using Gmail. Now, all our internal agents can quickly see communication with customers and among our team. The support from our onboarding rep during the initial setup was also very helpful.
What do you dislike about the product?
It needs spell check and an embedded feature to polish writing like AI does in Gmail.
What problems is the product solving and how is that benefiting you?
Freshdesk helps my team access customer information simultaneously, improving communication and organization. It consolidates our customer communications, making it easy to track everything related to a specific account in one place.
Impressive Value with Powerful AI and Automation
What do you like best about the product?
Great value for the price—the range of options I’m getting, along with the AI, automation, and other capabilities included, is genuinely impressive.
What do you dislike about the product?
Some options don’t feel intuitive enough. The reporting section has a lot of settings, but a few things seem to be missing, or they aren’t easy to find.
What problems is the product solving and how is that benefiting you?
It allows for less direct human contact with users by relying on automation and AI.
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.
The worst of the worst - do not go with Freshdesk omni they are incompetent and dont care!
What do you like best about the product?
There is nothing to like with Freshdesk. They are not competent and do not provide any customer service. Dangerously over sold and unable to deliver.
What do you dislike about the product?
Freshdesk is the worst of the worst, they dont back up your data, have no contingency plan for data centre failure and then leave us hanging for 4+ days without any communications for our business. The level of incompetency is unreal. The worst support, zero accountability and not to be trusted. DO NOT GO WITH THIS COMPANY.
What problems is the product solving and how is that benefiting you?
It is not solving problems it is creating them.
Flexible, Easy-to-Use Ticketing with Helpful Reporting and Great Support
What do you like best about the product?
Ease of use. I like the ability to customise the flow, as well as the grouping and importance of tickets. The reporting stats are very helpful, and the account management and support from the provider have been great. Overall, it’s flexibility in terms of how you can use it.
What do you dislike about the product?
Threaded conversations are often hidden and get missed. When we choose “Reply,” the message has to go back to the generator, which isn’t always what we want. Also, merging tickets tends to make the thread confusing and harder to follow.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage incoming invoices and correspondence with our suppliers. Our team of 10 processes requests on behalf of 300 entities, and Freshdesk helps us ensure that every incoming item is tracked, triaged, and handled in a timely manner.
Good features, easy to use and fast to setup
What do you like best about the product?
Easy to use and to configure, very fast to setup.
What do you dislike about the product?
No native option to configure fields per groups.
What problems is the product solving and how is that benefiting you?
Centralizing emails and having efficient support.
Easy to Use, Flexible Ticket Automation and Workflows
What do you like best about the product?
Easy to use. Can have full-time agents or collaborators, and restrictions to specific groups of tickets. I like the features for canned responses, email templates, and other automation features for assigning tickets. Lots of flexibility to build into the system based on internal workflows and segmentation of data, customers, etc.
What do you dislike about the product?
Would like to see more controls around SLA tracking.
What problems is the product solving and how is that benefiting you?
Managing a growing number tickets as our customer count grows, and tracking different things on tickets so the details don't get lost.
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