Freshdesk Omni
Freshworks Inc.External reviews
3,546 reviews
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Good software
What do you like best about the product?
Ease of Use
Support
Productivity
Options
Support
Productivity
Options
What do you dislike about the product?
The analytics sometimes does not work.
What problems is the product solving and how is that benefiting you?
Managing large numbers of tickets
A User-Friendly Solution with Robust Features
What do you like best about the product?
Freshdesk is fully customizable platform, it provides solutions to any of our needs and services. Multiple product features, portals and unlimited number of emails to add.
What do you dislike about the product?
Slow loading times when viewing ticket filters, ticket merging system and customet support.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline all of our products communication (20+ products with 100+ emails) in one place. Product portal helps us to decrease ticket and it's fully customizable.
Using powerful Freshdesk API
What do you like best about the product?
Reporting and Analytics. Automatic ticket creation.
What do you dislike about the product?
Limit in API. Not so interactive UI. Lag.
What problems is the product solving and how is that benefiting you?
FD is a single tool that helps to track the inflow of tickets. Our stakeholders are using typeform to raise issues which is linked to Freshdesk. Also, We have piped all the alerts to FD which helps to track and closure of alerts.
Its been absolutely good. Much better than zenddesk!
What do you like best about the product?
Our coustom log in capability and Freddie!
What do you dislike about the product?
I would like tickets ways to organize the tickets better
What problems is the product solving and how is that benefiting you?
Its allowing is to keep coustomr requsts organized. That helps alot.
great tool for managing your support desk
What do you like best about the product?
ticket management, automation and collaboration capabilities are just a few of the highlights of freshdesk.
integration with other tools and easy interface makes it so easy to be part of the team.
integration with other tools and easy interface makes it so easy to be part of the team.
What do you dislike about the product?
i have observed no downsides in 4 years of using it
What problems is the product solving and how is that benefiting you?
reporting, increasing agent productivity, increased customer satisfaction,
Using Freshdesk
What do you like best about the product?
The ticketing system is a great tool when dealing with a large number of requests during the day. Reporting features are also nice. Fresh desk is very easy to use.
What do you dislike about the product?
Responses to tickets are not always shown completly in the emailed copies of the tickets.
What problems is the product solving and how is that benefiting you?
Fresh desk helps proritze needs. It is very helpful with tracking progress as well as retaining how issues were resolved. Canned options are great for notes and frequestly asked questions.
Works as an ATS
What do you like best about the product?
We use this tool as an ATS to contact candidates from our different positions to fill, it's useful to keep the track of the applications, progress, etc
What do you dislike about the product?
It's kind of hard to have reports, data analysis
What problems is the product solving and how is that benefiting you?
We can manage a lot applicants that daily recieve and that's impact on our productivity
Transformative Customer Service Tool with Chatbot Efficiency
What do you like best about the product?
I like most the chatbot features in Freshdesk, which help automate tasks. It allows me to handle day-to-day questions that customers may have more efficiently by putting them into a chatbot workflow, which facilitates self-service. This automation significantly reduces the workload, as I believe it cuts down half of the job I would have to do manually. Also, setting up Freshdesk was very easy.
What do you dislike about the product?
I think, well, we could improve the Freddie AI as a copilot for agents.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me centralize all tickets and clients from different channels. Its chatbot features automate day-to-day questions, providing self-service and reducing half of my workload in customer service.
Senior Payroll Specialist
What do you like best about the product?
I really appreciate the ease of use when working through tickets. I also appreciate how easy it is to collaborate on tickets with my entire team.
What do you dislike about the product?
It would be nice if we were able to generate auto responses for frequently asked questions.
What problems is the product solving and how is that benefiting you?
More analytics - better understanding of the work.
Solid omnichannel, sometimes limited, but better than the competition!
What do you like best about the product?
We use it both internally and for several different clients. We've found that it offers true 'omnichannel' capabilities and agents find it easy to use, while their supervisors can monitor productivity. We like that it's SaaS and there's no self-hosting, and Freshdesk's support are accessible when needed.
What do you dislike about the product?
Frustrating restrictions sometimes - it's not massively customisable, so it's very 'Freshdesk's way only'. However, this does mean that it's consistent across instances!
What problems is the product solving and how is that benefiting you?
We use Freshdesk to serve customers of a cosmetics brand across multiple markets. Freshdesk allows us to integrate livechat, email, website 'contact us' forms and new ways of contacting such as Whatsapp.
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