Usage review of Freshdesk
March 10, 2025
Usage review of Freshdesk
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Freshdesk Omni
We currently use Freshdesk for Creating tickets for QRC's, received through Calls/Emails and Social Media platforms. Apart from that we also use separate Freshchat for managing traffic coming through WhatsApp.
The benefit is the automation rules, we have the liberty to set Customized Automation basis our needs and also prompt notifications about SLA Violated cases
The benefit is the automation rules, we have the liberty to set Customized Automation basis our needs and also prompt notifications about SLA Violated cases
Pros
- Ticket creation
- Automation rules
- SLA Violated cases identification
Cons
- NPS functionality
- Basic Functionality to capture sales information which can benefit Cross Sell when needed
- Things get complicated at some point on setting automation rules
- Ease of ticket management and creation
- Tracking CSAT's
- Automation rules
1) Price is also a point to decide, other Service Providers were providing similar features but the prices were slightly on a higher side.
2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
2) Coming to feature comparison, JIRA offers whole lot of other features but currently we did not require them and Zoho had few less features comparing to Freshworks
Do you think Freshdesk Omni delivers good value for the price?
Yes
Are you happy with Freshdesk Omni's feature set?
Yes
Did Freshdesk Omni live up to sales and marketing promises?
Yes
Did implementation of Freshdesk Omni go as expected?
Yes
Would you buy Freshdesk Omni again?
Yes
Comments
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