Freshdesk Omni
Freshworks Inc.External reviews
3,562 reviews
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External reviews are not included in the AWS star rating for the product.
User-Friendly Interface and Powerful Ticket Management
What do you like best about the product?
What I like best about Freshdesk is its user-friendly interface combined with powerful ticket management features. It’s easy to navigate, which helps teams respond to customer queries quickly and efficiently.
What do you dislike about the product?
Additionally, reporting and analytics can feel less flexible when deeper, highly customized reports are needed. There are also occasional performance lags or UI delays, especially when handling a high volume of tickets.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the challenge of managing high volumes of customer queries efficiently from a single platform. It brings emails, tickets, and customer conversations into one centralized system, which helps avoid missed requests and improves response times.
Professional-Grade Support Made Simple and Efficient
What do you like best about the product?
Freshdesk stands out for delivering professional-grade support tools without being complex or overwhelming like User Friendly Interface, Automation & Workflows, Good reporting and analytics.
What do you dislike about the product?
Freshdesk is strong for standard customer support needs, but it may feel less flexible or more expensive when advanced, highly customized support operations are required like advance features are costly & performance issues at some time
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of managing customer support in a structured, efficient, and scalable way, especially when requests come from multiple channels.
Automation and Integrations Make Freshdesk a Winner
What do you like best about the product?
I use Freshdesk for all our customer support ticketing, and it makes it easy for customers to submit requests while allowing our team to collaborate on solutions. The self-service knowledge base is top-notch, offering excellent e-solutions. My favorite feature is the collision detection combined with automated ticket routing, which really solves our problems. I like the powerful automation tools best; they allow us to set up rules to automatically route tickets and send quick, consistent responses to common questions, drastically improving our team's speed and efficiency. I love the intuitive and clean interface, and I also loved the centralized ticket management, which integrates all channels to eliminate the chance of losing customer requests. The automation features are valuable because they handle repetitive, low-value work, so agents can focus their energy on solving complex customer issues. Freshdesk's ability to integrate with key tools like Salesforce, Slack, and Jira to keep our customer data consistent is also something we rely on heavily. The initial setup was easy and fast; we were able to get the core functionality up and running in just a couple of days. I would give it a 9 out of 10, as it offers the best balance of automation, making support teams faster and more organized.
What do you dislike about the product?
While we are happy with the core ticketing feature, there are a couple of areas for improvement like advanced reporting and analytics, Mobile App Experience, Ticket merging and deduplication.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for managing customer support. It simplifies ticket logging and issue resolution, enhances team collaboration, and offers excellent self-service options. The automation features reduce repetitive tasks, allowing us to focus on complex issues, making our support team faster and more organized.
One stop for Customer experience management
What do you like best about the product?
Conversational ticketing feature where information is recorded in a ticket and can be accessed anytime with the ticket
What do you dislike about the product?
Lack of integrations with respect to data download
What problems is the product solving and how is that benefiting you?
Customer experience and resolution
Effortless Multi-Channel Support with Freshdesk
What do you like best about the product?
I use Freshdesk to manage customer support across multiple channels like email, chats, and messages, all from a single dashboard. I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations. The ability to manage tickets efficiently is also a big plus for me. Setting up Freshdesk was incredibly easy; I just had to add my work email, name, and it was ready to go.
What do you dislike about the product?
Freshdesk could improve its dashboard to be more user-friendly, especially regarding colors and design.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support across channels like email, chats, and messages, all in a single dashboard. Using AI features helps draft responses efficiently, manage tickets, and improve business operations.
One step for you tickets
What do you like best about the product?
tracking every details captured by any one in the organization all the history will be available
What do you dislike about the product?
sometimes i feel its very time consuming
What problems is the product solving and how is that benefiting you?
we can easily track the tickets recording and helpful for any query of the call
Freshdesk Review
What do you like best about the product?
1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
What do you dislike about the product?
1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.
2. The mobile-based application of this tool is not as smooth as it should be.
2. The mobile-based application of this tool is not as smooth as it should be.
What problems is the product solving and how is that benefiting you?
Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets.
The plans and pricing are also very reasonable compared to the previous tool.
The plans and pricing are also very reasonable compared to the previous tool.
Effortless Customer Query Management with Freshdesk
What do you like best about the product?
Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.
What do you dislike about the product?
The mobile app could be easier to use, and the login process should be more straightforward.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.
User-First Experience with Excellent Support
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Modern Alternative to Zendesk for Software Support
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
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