Effective Email Management, But Needs More Customization Options
What do you like best about the product?
I actually enjoyed using the Freshdesk system because I felt like it organized our emails pretty well. The initial setup was pretty easy and didn't take very long to get up and running.
What do you dislike about the product?
I thought sometimes the user navigation could have been a little easier. As well as options for customizing email templates and customizing your own home page could have been a little bit better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk as a ticket system for handling email responses and organizing our ticket system effectively.
Easy to Use Once Set Up, Great Canned Responses and Article Management
What do you like best about the product?
Ease of use once set up. Canned responses and solution article management are great
What do you dislike about the product?
Some missing reportable fields such as date or time last touched for tickets.
Would like to report easily on that metric.
What problems is the product solving and how is that benefiting you?
Helps us keep track of support queries and assign them to the relevant parties for resolution. We also have it set up to remind us if tickets need to be billed for and their progress in the billing cycle.
User-Friendly, Feature-Rich Platform with Fast, Fantastic Support
What do you like best about the product?
User-friendly with lots of tools and options for every business need. Support is fantastic, and the turnaround is very quick. The options are vast; you can have multiple dashboards for different teams. Customisations are also great.
What do you dislike about the product?
The only thing I would suggest is to be able to bring the full email thread in our replies, not just the last 4 or 5 conversations. For example, if there is an internal escalation with the Finance Dept, instead of forwarding the ticket, we need to print it as a PDF and email it afterwards.
What problems is the product solving and how is that benefiting you?
With multiple Groups and a diverse clientele base with very different needs, Freshdesk is well-suited to support us. Also, having multiple contact channels available makes a huge difference for us and helps my team quickly identify how this customer contacted us.
Unified support has streamlined multichannel workflows and has reduced operational costs significantly
What is our primary use case?
In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.
We utilize Freshdesk Omni to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.
What is most valuable?
Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.
Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.
Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.
What needs improvement?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.
I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.
For how long have I used the solution?
I have been using Freshdesk Omni for six years.
What do I think about the stability of the solution?
Freshdesk Omni is very stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is very effective; it grows with my organization's needs.
How are customer service and support?
The customer support provided by Freshdesk Omni is very proactive and supportive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Zoho Desk, and we switched from Zoho Desk to Freshdesk Omni because the features and functionality were similar to Zendesk, but the initial cost was lower, and they were very helpful with the initial configuration and deployments.
How was the initial setup?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk Suite.
What other advice do I have?
I would rate Freshdesk Omni an eight out of ten.
I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.
Freshdesk Omni is one of the best solutions, very cost-effective and affordable.
We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.
Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.
My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.
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?
AI-driven support has transformed response times and now automates most customer queries
What is our primary use case?
My main use case for Freshdesk Omni is utilizing artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.
A specific example of how I use Freshdesk Omni's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.
What is most valuable?
The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.
Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.
Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.
Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.
I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.
What needs improvement?
Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.
For how long have I used the solution?
I have been using Freshdesk Omni for 5 years.
What other advice do I have?
I did purchase Freshdesk Omni through the AWS Marketplace.
My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.
Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.
I would rate this product as an 8 out of 10.
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?
Beginner-Friendly Omnichannel SaaS with Responsive Support
What do you like best about the product?
An omnichannel platform and an easy-to-use SaaS product that’s beginner-friendly, with a responsive support team always on hand. Easy to explore and test workflows without any hassle.
What do you dislike about the product?
Occasionally, integration issues with the third-party tool integrated with Freshworks can impact and delay the support team's resolution process.
What problems is the product solving and how is that benefiting you?
A single unified tool that eliminates the need to hop between multiple tools and tabs saves time with a self-service live dashboard for tracking metrics and measuring performance.
Easy-to-Use Interface, Solid Overall Experience.
What do you like best about the product?
easy-to-use, fast interface, can be used for a small company.
What do you dislike about the product?
UI needs improvement, according to the modern time.
Also, need more work on AI
What problems is the product solving and how is that benefiting you?
Nice tool for a small company to communicate with the clients
Great Fit for a Small Team with a Generous Trial and Helpful Integrations
What do you like best about the product?
Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.
What do you dislike about the product?
I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.
Promised Discount Revoked and Commitments Missed—Pricing Trust Issues
What do you like best about the product?
Good blend of features and relative simplicity
What do you dislike about the product?
We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.
Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools
What problems is the product solving and how is that benefiting you?
It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change.
Intuitive UI and Easy Customization
What do you like best about the product?
I like the user interface and ease of customization. How easy to setup and get started and supporting users.
What do you dislike about the product?
The lack of user guide to help with how to customize to our needs. We had to use ChatGPT to help us with some of the things we currently are doing. Having to have agents to have seats in the system which has to be purchased. It would be much better to pay a fee and have a number of seats to both us as tech and our school stcs to be able to access the system to communicate about issues.
What problems is the product solving and how is that benefiting you?
It allows us to have all our tickets in one system. It also allows to end user to solve issues for themselves and email problems in or click link from our company website to put in tickets.
