Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Feature-Rich and Scalable for Growing Businesses
What do you like best about the product?
The amount of features that you could use and how you can scale it for your business.
What do you dislike about the product?
It’s hard to point to one thing at a general level, but one issue that causes a bit of struggle is when email threads aren’t merged. In those cases, you end up seeing both the latest email reply and the entire email thread repeated with every action.
What problems is the product solving and how is that benefiting you?
The main thing it solves for us is collecting all customer questions and issues. It helps our team gather the right information and respond in a clear, structured way.
Intuitive Interface, Centralized Support Hub
What do you like best about the product?
I love Freshdesk's simplicity combined with powerful service management features. The intuitive and easy-to-navigate interface makes it simple for both agents and end users. I appreciate how it centralizes all support requests in one place, eliminating missed tickets and reducing manual follow-ups. The clean and user-friendly interface makes it easy to move between tickets, dashboards, reports, and configuration settings without confusion. I also value the features like automation and workflow, SLA rules, and customizable configurations.
What do you dislike about the product?
Freshdesk could be improved in making configuration time because 30 minutes is often not sufficient to properly explain it should be increased to 1 hour.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to centralize all support requests, eliminating missed tickets and reducing manual follow-ups.
Easy Query Tagging That Just Works
What do you like best about the product?
We are able to tag all the Queries Since we are supporting in all the forum to Customers
What do you dislike about the product?
Manual tagging has to be made as automation with the Forum integration
What problems is the product solving and how is that benefiting you?
This helps in addressing repeat issues and improving SLA configuration, allowing us to identify problems quickly and ensure faster resolution with proper root cause analysis (RCA
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.
showing 1 - 10