#1 most frequent
United States of America
100.0%5 installations of 5
What is Freshdesk Omni?
Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.
Categories & Use Cases
Media
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Screenshot of Advanced Analytics
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Ticket response
Agents can easily follow up with customers.
Category average: 8.8
Areas for Improvement
IVR
Includes an interactive voice response system for routing callers to the correct agent or information.
Category average: 8.1
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Social integration
Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.
Category average: 8
Who Buys & Uses Freshdesk Omni
Freshdesk: A Reliable Helpdesk Solution for Streamlined Support
Use Cases and Deployment Scope
We mainly use Freshdesk Omni to manage tickets, CSAT surveys, agent productivity, knowledge base and many more.
Pros
- You can see ticket trends Open, Unassigned, Overdue, Due Today.
- You can see CSAT responses. Responses received whether its positive, neutral or negative.
- You can also manage your knowledge base articles like, create new articles with different categories.
Cons
- Reporting and analytics, apparently you can't extract the actual contents of your knowledge base.
- Automations, filling out ticket properties based on the contact information
- Some of the Freshdesk Ticket Properties like Resolved or Closed can't be removed its default.
Return on Investment
- Reducing first response time for tickets
- More engaging and collaboration with the team especially working on difficult concerns
- Prompt feedback after closing a ticket letting us know how they feel about the service
- Good customer service reduced churn
Usability
Other Software Used
Bonusly, BambooHR, Slack
Freshdesk Omni for MSP
Use Cases and Deployment Scope
As a managed service provider we are providing front line support to our customers with their network infrastructure. Customers will open tickets with our help desk to address network outages, performance degradation and other scenarios. We also use Freshdesk Omni for internal employee requests related to software requests or security concerns. We have 2 portals to support both use cases and have customized them accordingly.
Pros
- Automation with communication tools
- Integration with 3rd party services and monitoring tools
- Customization of fields and SLAs
Cons
- The four SLA categories are fixed and it doesn't align exactly with our customer SLAs, where we only have 3 (High, Med, Low).
- Initial setup with Microsoft 365 with a email filtering was time consuming to configure.
Return on Investment
- Our customers often give feedback to closed tickets to track satisfaction scores
- Customers appreciate the value of viewing their tickets in the customer portal
- We save time by having a single source system to interact with our customers and track issue history.
Usability
Alternatives Considered
Zoho Desk and Zendesk Suite
Other Software Used
Auvik, PRTG Network Monitor
Manage your customer chat via AI bot.
Use Cases and Deployment Scope
We utilize artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to user inquiries in under a minute. Integrating AI into our processes improves overall service quality and user satisfaction.
Pros
- Easy to configure.
- Great UI.
- User Friendly.
- Easy adopt.
Cons
- NA
- NA
- NA
Return on Investment
- Reduced resolution time.
- Self-Service and Conversational Support.
- Effective management of multiple requests at the same time.
Usability
A Decent Product
Use Cases and Deployment Scope
We have a hard time retaining information about previous issues. It is nice to be able to type in a question and receive an answer so we can assist a customer better.
Pros
- Provides quicker responses for simple questions
- Self-service when we're closed
Cons
- AI is still a bit glitchy
Return on Investment
- This does not apply to what we use it for.
Usability
Other Software Used
Atlassian Confluence, Atlassian Jira
Enhancing Efficient with Freshdesk' omini Request Management
Use Cases and Deployment Scope
We are using Freshservice for Administrative support like travel desk arrangement of flight and accommodation requirements of employees, where request received via service request, Concierge support via SR, other admin support for event desk, facility management.The ticketing system streamlines the process, allowing for quicker resolution and better management of requests.It is a user-friendly platform that enhances efficiency making the overall experience smooth and effective for both the requester and the admin team.
Pros
- For any service request , FD quickly categorization, prioritization, and resolution of various support requests.
- Its automation features help reduce mannual efforts. Ensuring faster response times and smoother workflows.
- The customizable interface also makes it easy to tailor the system to specific admin needs, enhancing overall efficiency
Cons
- It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
- Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.
Return on Investment
- This enhances efficiency making the overall experience smooth and effective for both the requester and the admin team.
Usability
Alternatives Considered
Servicely.ai
Other Software Used
Servicely.ai, Ivanti LANDESK Service Desk (discontinued), Serviceaide Intelligent Service Management (former CA Cloud Service Management)