Freshdesk Omni

What do you like best about the product?

I love that Freshdesk is easy to get started with. I also appreciate the ability to plug in for technical actions or retrieve information in bulk, which is very convenient. Their tool for creating tracking dashboards is also very easy to use.

What do you dislike about the product?

I have some issues with Freshdesk. I wish it would better detect duplicate tickets. It also lacks the ability to create tracking dashboards directly on the platform to know which tickets to prioritize, which would be very practical. The tracking of ticket opening rates could be improved, and having a way to retrieve an NPS once a response is provided would be a real plus.

What problems is the product solving and how is that benefiting you?

I use Freshdesk to handle incoming complaints, classify issues, respond in bulk, and assist our users.

What do you like best about the product?

You can see every single action, change, update that the users did (in "recent activity" or "Activities" when in a specific ticket) and it helps us keep track on what is going on with the cases (the follow-ups) and which users did what instead of reading all the notes and trying to deduce. Also, when creating the Canned responses, we are able to reply faster and within the same line. Also, it detects really fast and accurate when an email could be a scam or if we get notify for something that usually we do, it automatically uses the information stored to tag the ticket. (saves us some minutes!) It doesn't seem to slow down even when we have lots of notes, documents or other files which is practical when trying to have all of our documentation in one place. In other words, it has been very easy to use, Our new employees just need the basic training on"what si this button for" but it's a very friendly experience. Definitely worth the price

What do you dislike about the product?

When migrated from one Freshdesk to a new one, we couldn't have like a back-up or like send the old tickets to the new Freshdesk. It could have been really helpful considering the way we do our follow-ups But so far, so good! That was like 2 years ago

What problems is the product solving and how is that benefiting you?

We used to struggle on how to tag our tickets, however with the tools regarding Workflows, like ticket fields or automations it has been a great help so our agents just select the tag that best fit and that's it; instead of having to tag all of the fields (which can take, in several tickets, a couple of minutes)

What do you like best about the product?

It is very user friendly and easy to navigate

What do you dislike about the product?

Wish we could have more agents for the price point subscriptions (currently at the 8 person seat), as many of our agents only have to log in a few times a month

What problems is the product solving and how is that benefiting you?

easy way to track and manage our customers questions

What do you like best about the product?

I like the UI because it's very clear and easy to navigate. I think the product documentation feature gets the job done well, focusing on just the information needed without too many bells and whistles. I appreciate the tagging for articles, the analytics that show how many times an article has been viewed, and the ability to preview live articles. Editing is also straightforward, despite some formatting issues. Additionally, the initial setup was easy for me.

What do you dislike about the product?

The formatting issues in Freshdesk can be a real pain for me. Sometimes when I'm writing an article, the formatting just goes haywire, and it becomes tough to manage. I end up having to start from scratch again, which is pretty frustrating.

What problems is the product solving and how is that benefiting you?

Freshdesk helps us manage product documentation and support tickets, making information accessible to customers and organizing ticket handling efficiently.

What do you like best about the product?

I really like Freshdesk's user-friendly interface. It makes it super easy for both admins and normal team members to have their own separate views. As a beginner, I find it extremely easy to use. The ability to tag issues with pre-made tags is handy, and the multiple formatting tools are really useful when responding to users quickly. Plus, the pricing is justifiable, which adds to its appeal.

What do you dislike about the product?

The round-robin feature in Freshdesk feels somewhat inadequate. We should be allowed to set loads of filters because each ticket type needs to be categorized separately—like emails, backend issues, and data team generated tickets. Currently, it’s quite haphazard; for instance, one person might get overloaded with emails while others get easier tasks like backend issues. Adding filters for round-robin would be beneficial. Also, the integration with Jira doesn’t work properly, which can be frustrating because it’s something we tend to rely on.

What problems is the product solving and how is that benefiting you?

Freshdesk helps us tag issues with pre-made tags, making responses faster with team response features and formatting tools. It enhances communication with users and simplifies ticket management.