Freshdesk Omni Reviews

My main use case for Freshdesk Omni includes three ways. First, I use it to provide customer support through a ticket system whereby clients can create tickets, and then we can respond to them.

Secondly, I also use it as a knowledge base system whereby I can create what we call support articles that can guide clients on the website on how to use our product. Thirdly, I also use Freshdesk Omni as our tool to manage assets internally and to manage tickets internally from our employees of different levels.

For managing assets internally with Freshdesk Omni, we integrate assets from different locations and workstations into the solution. When such an asset, for example, an internet cable, laptops, or printers, gets an issue, we are very sure that the team is going to open a ticket regarding those tools from Freshdesk Omni, and then the technical team is going to follow up and fix the issue.

The best features Freshdesk Omni offers are first the integration of assets. For example, you can easily bring in your devices such as laptops, Android phones, and printers using a patch of integration, one command that can bring all assets in one place. You get a clear view of how the tool looks; for example, the user interface looks good, and you know exactly how many tools are installed, how many tools have issues, and how many tools are okay. I also appreciate the reports; you can easily generate reports of tickets, and then you will know exactly the KPIs of which agent is performing well and which one is not performing well.

Secondly, the way customers can rate our tickets when we close them is a great feature; we ask for feedback and then they share, and those are excellent to me.

Freshdesk Omni has improved how we communicate with customers, as they can easily send an email that gets created into a ticket, and then we follow up. Customer engagement has increased by 15%, and it has helped us to save costs. For example, we manage all assets we have, such as laptops, desktops, printers, and internet cables, from one single dashboard, and we track the issues affecting them from one dashboard. Hence, we do not need more engineers, and we just have a few employees operating within Freshdesk Omni, so we save on both costs and time.

We measured the 15% increase in customer engagement by taking the difference before using Freshdesk Omni and when we began using it, allowing us to get the average and know exactly the time that we have increased by 15%. Regarding cost saving, we have saved a lot of costs because we do not need more engineers to work on certain features of our tools; we only need a few, and we have been able to save 30%.

What could be improved in Freshdesk Omni is the AI; sometimes it is not very accurate. For example, in generating content to provide auto-responses to clients, it fails to create personalization. The AI lacks clarity and emphasis that fosters a good relationship with our clients, making it difficult for them to understand why this is the AI's response. I believe that it should be more personalized with a lot of empathy and sympathy.

Additionally, another area for improvement is the templates; I found that customizing templates is quite difficult because you need to customize them depending on whether the ticket is solved, pending, or resolved. I think there should be a way to customize once rather than having to go back and forth.

Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.

I have been using Freshdesk Omni for three years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is excellent; it is highly scalable.

The customer support for Freshdesk Omni is very effective. I would rate the customer support as 10 out of 10.

Integrating Freshdesk Omni with our existing tools and systems was easy. For example, to integrate the knowledge base, we just logged in to Freshdesk Omni, then configured custom email records. We wanted our desk to be at portal.zurichat.app, so we were able to set those records and integrate them into Cloudflare. Embedding the live chat on our website was also easy; we customized the chat code to integrate it into the head section of the website pages where we wanted the widget to appear. As for integrating devices, it provides a good command that can be run in the terminal to add all devices, and it is easy to import more devices for asset management.

We received two weeks of training from the team, but the system was more intuitive.

We have seen a return on investment of 35%.

My experience with pricing, setup cost, and licensing was acceptable; it is very affordable. We received a 20% discount because we were able to book a demo and talk to engineers, so pricing and setup costs were all manageable.

Before choosing Freshdesk Omni, we evaluated Atlassian, but it was a huge tool and more complex to set up, which is why we chose Freshdesk Omni.

Handling updates or upgrades to Freshdesk Omni is a smooth process, as we use it on a cloud; all updates are done automatically.

Freshdesk Omni handles multichannel support effectively; you can easily integrate any channel you want to use, including emails, chat, and social media.

Managing user roles and permissions within Freshdesk Omni is flexible; it allows me to assign roles to determine what features a certain role can access, so it is more flexible and easier.

My advice to others looking into using Freshdesk Omni is that it is cost-friendly, easy to set up, easy to understand, and adaptable with many features; you can manage your assets within the tool, so I would recommend it.

I found this interview to have too many questions; I think you need to make it shorter, more precise, and concise. I would rate this product a 9 out of 10 overall.

Private Cloud

Google

I use Freshdesk Omni for our inter-department communication and also for connecting with our clients, where the client would raise a request on Freshdesk and it was rerouted to our internal Freshdesk where we had a separate CRM. The use case was very different in that regard, and we would solve the tickets from there.

I believe the best features in Freshdesk Omni are the history that it maintains. Pretty much everyone has the same capability, even Salesforce maintains chat history and calls are integrated within Salesforce. Emails are also interlinked with your Gmail, and whenever you send an email to a client, it is automatically tagged and reflected on your CRM, whether it is Salesforce or Freshdesk. Freshdesk had the same functionality, so it was not different between Salesforce or Freshdesk.

I would prefer to see AI integrated with Freshdesk Omni where it could check the whole history and summarize my email if I need to reply to a client. By checking the history and account status based on our previous conversations, it could analyze and draft an email where I would obviously add a personal touch later. This would be a time-saving feature.

The key benefits that I have observed from using Freshdesk Omni are clarity, efficiency in work, ease of use, and the ability to connect different platforms such as JIRA. We connected Freshdesk Omni with JIRA as project managers who used Freshdesk while our internal team, product managers, and the main tech teams and developers used the JIRA tool. Connecting Freshdesk with JIRA was easier compared to other sales platforms. I am still uncertain about how Salesforce works because it has been a long time since I used Salesforce, but with Freshdesk Omni, it was easier to connect with different platforms.

The automated workflows that we had with the ticketing in Freshdesk Omni helped to improve productivity for us because previously we used Excel. It was a very tedious job because Excel sheets are not linked, and it requires many manual formulas to set up and automate. Linking the sheets and applying formulas becomes very tedious at a certain point. Having a CRM where tracking everything is on one side makes it much easier.

I believe there are many subtasks and sub-tickets which could be implemented in Freshdesk Omni. However, I would say not every aspect of the CRM should be limited, because the more subtasks or sub-modules which are created, it becomes a lengthy process again. A person who has recently joined would need to read the whole history and chat, which is again a waste of time. If Freshdesk Omni could integrate AI to summarize the whole picture of what has been done, what the status is, and what the previous problem was, it would be beneficial. If it could summarize in a good paragraph, it would be easier for everyone who has recently joined, or if the client has changed, or if the project manager for that particular client has changed. The new person coming in would find it much easier to read and understand the client behavior, where the client is in their journey, what the client's vision is, and how the previous product or project manager has interacted with the client. That would make it much easier in that case.

I have been using Freshdesk Omni for only four months.

We did not opt for other options or solutions available in the market as it was my manager's call. We have also used HubSpot, and I have previously used Salesforce. HubSpot is okay, and I would rate it a three. However, it is very cost-effective, and people use it a lot when comparing to these three CRMs. We just went with a trial version to see how this CRM works.

I believe we have paid 1,500 rupees per user for one month for Freshdesk Omni.

We used just the basic version of Freshdesk Omni, and that alone charged 1,500 rupees per person. If you have a team of 50, then 50 multiplied by 1,500 would come to around 30,000 or 40,000 rupees, somewhere around 50,000 to 70,000 rupees per month. Having the basic version and paying 50,000 to 70,000 rupees, I feel it is way too much for just a basic version. I would still understand if it was a premium version, but I think it is on the higher end for just the basic version.

In comparison to Salesforce and HubSpot, pricing is where HubSpot stands first as it is on the more affordable end. Freshdesk Omni is in the middle. However, Salesforce provides value for money. The user experience I have had with Salesforce is the best, and it is better than Freshdesk Omni, in my opinion. By the time I used it in 2024, the features they had introduced for segregating each account or client were way more efficient and clearer than what I experienced with Freshdesk Omni.

We had automated workflows in Freshdesk Omni where a client would raise query tickets, and it was rerouted within Freshdesk where we would get the specific tickets. There was a round robin setup which was handled by my manager, so he would assign the tickets to each team member by seeing their buckets and how many tickets were pending or solved. Depending on the weightage and the solution, he would give the tickets accordingly or split them between the teams depending on each other's bandwidth.

I evaluated the impact of Freshdesk Omni on our issue escalation process, and it remained pretty much the same because the only difference was the visibility aspect where we get to know the effectiveness of the escalations when compared to manual processes. Without having a CRM and with having a CRM, any CRM would provide this benefit. However, the efficiency to solve a problem and the clarity which it brings is way better when compared to not having any CRM in your company.

We were in a stage of building metrics and data points to measure the success of Freshdesk Omni's omnichannel support with the help of our clients, but it was just halfway through and things got different. The company moved in a different direction, so we all got laid off. We were about to implement it and were discussing it, but it was just in a preliminary stage and we could not move further with the data points.

I would try to advise others looking into implementing Freshdesk Omni to try with the premium version. I am sure that they have specific modules in there, and I believe they have integrated AI now. It was a discussion back then itself as they were pitching the premium version, but due to budget constraints, we could not move forward. I would surely recommend that instead of going with the basic version, try the premium version first, then analyze and come back to the basic version if it does not favor the business.

I would rate this review as a six overall.

In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.

We utilize Freshdesk Omni to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.

Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.

Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.

Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.

I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.

I have been using Freshdesk Omni for six years.

Freshdesk Omni is very stable.

Freshdesk Omni's scalability is very effective; it grows with my organization's needs.

The customer support provided by Freshdesk Omni is very proactive and supportive.

Positive

I previously used Zoho Desk, and we switched from Zoho Desk to Freshdesk Omni because the features and functionality were similar to Zendesk, but the initial cost was lower, and they were very helpful with the initial configuration and deployments.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk Suite.

I would rate Freshdesk Omni an eight out of ten.

I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.

Freshdesk Omni is one of the best solutions, very cost-effective and affordable.

We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.

Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.

My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.

Public Cloud

Amazon Web Services (AWS)

I use Freshdesk Omni for ticketing and customer support to respond to tickets that customers send and to customize support portals where they can track their tickets.

The workflow functions as follows: when customers have issues to report about our services and products, they go to their support portal and open a ticket to speak with an agent. The agent then logs into Freshdesk Omni and responds to the ticket, setting ticket priorities such as high, low, or medium, and status such as in progress, completed, open, or closed.

Freshdesk Omni is also used internally to track issues, for example, what is breaking in the company and what needs improvement through tickets that are created internally.

The best features Freshdesk Omni offers are ticket templates, which are very easy to customize responses to clients. Using ticket templates allows me to customize responses that are more effective.

Another valuable feature is the use of AI to generate responses. AI can generate good responses based on what the customer has contacted us about, which saves considerable time.

I also appreciate that the user interface is very clear. I can find tickets more easily, including the ones pending, the ones with responses, the ones solved, and the ones closed.

The CSAT survey that we receive from clients when they respond to a solved ticket is extremely valuable. The survey shows how the agent performed and helps us to improve our service delivery.

Freshdesk Omni has positively impacted my organization by helping us stay organized and streamlined with tickets in one place in one portal. Agents can see what customers are really facing with our product and tools, which has given us a better way to ensure we are moving in the direction of our clients and solving their problems. This has resulted in a stable relationship between the product we make and the clients we serve.

The specific outcomes and improvements I have seen are happier customers who expect to receive responses from us as soon as they send a ticket.

I would appreciate the addition of automation features, as they would be easy to implement. For example, auto-responses, auto-solutioning through AI, and auto-recommendations to support articles depending on what the person has reported would be beneficial.

I think the mobile application needs improvement. The mobile application could be enhanced so that responses can be made through the mobile application in case someone cannot access the web app on the browser or laptop.

In terms of cost, Freshdesk Omni could minimize pricing because the current cost does not favor smaller businesses using Freshdesk Omni.

I have been using Freshdesk Omni for the fourth year.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is very strong. I would rate it around ten out of ten for scalability.

Customer support is excellent. They respond to technical questions on time, and you receive a dedicated account manager that you can always reach out to when you encounter trouble and need to ensure your problem gets solved as soon as possible.

I would rate the customer support ten out of ten.

I had previously used Zendesk, but I switched because Zendesk was not giving me exactly what I wanted. For example, the cost was ever increasing, and setting up the tool was lengthy.

My experience with pricing, setup cost, and licensing has been good. The setup cost is very affordable, and the company has good engineers that can take you through the demo so you understand specifically which features you are more interested in, since the tool comes with a variety of features.

Freshdesk Omni was purchased directly through their own website.

I have seen a return on investment with fewer employees needed. I believe you need approximately three to four employees to respond to tickets, and the cost has been saved because of using fewer employees to respond to tickets and using AI to send auto-responses that are solutions to technical questions clients ask. I have seen a great improvement in return on investment of approximately thirty-five percent.

The setup cost is very affordable.

Before choosing Freshdesk Omni, I evaluated other options including Intercom.

My advice to others looking into using Freshdesk Omni is that it comes with more features to use, for example, ticket management and asset management. If you are looking to use a consolidated solution in one portal that can help you respond to customers as well as manage your assets and manage your internal tickets, then Freshdesk Omni is the best choice. I would rate this product an eight out of ten.

Public Cloud

Google

My main use case for Freshdesk Omni is utilizing 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 our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.

A specific example of how I use Freshdesk Omni's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.

The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.

Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.

Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.

Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.

I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.

Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.

I have been using Freshdesk Omni for 5 years.

I did purchase Freshdesk Omni through the AWS Marketplace.

My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.

Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.

I would rate this product as an 8 out of 10.

Public Cloud

Amazon Web Services (AWS)

Freshdesk Omni serves as our centralized command center for handling all customer queries as a customer service solution. We send customer emails, chat with customers, call customers, and engage with them on WhatsApp and different social media applications through Freshdesk Omni. It functions as an all-in-one AI-centered customer service solution for us.

Our team interacts with our customers on various channels where they raise their queries or complaints, and everything is handled via the centralized Freshdesk Omni platform. Our team daily logs into Freshdesk Omni to check how many tickets or queries have been assigned to them, and based on the required SLAs, they respond to all customer queries through the centralized platform. Freshdesk Omni also provides us with insights on who the customer is, what they have done so far, how much they use our platform, what their best-used feature is, how much we can upsell to them, and all the other data that Freshdesk Omni provides, which is very useful for our business.

We handle emails, chats, and phone calls from a single place, which is very much helpful for us.

One great thing about Freshdesk Omni is that we do not need an administrator to maintain it. The best feature I would say is the screen sharing ability through the chat feature. Whenever we chat with a customer, we can easily take control of their screen so that we can resolve queries immediately, thereby reducing our overall SLAs. The ticketing automation is also something that is very unique and very good, as whenever a ticket comes in, it automatically gets assigned to one of the available agents based on the region and based on their subject matter expertise. We can set rules inside Freshdesk Omni for tickets to get assigned automatically.

The screen sharing during chat definitely helps resolve issues faster for our team. Whenever we engage with a customer via chat, we just take control of their screen, send a screen sharing request to them, and once they accept the request, we can share our screen or take control of their screen and directly access their local system to get the issue resolved. This approach saves a lot of time for us compared to guiding them, and the customer is also very happy with our quick resolution.

Freshdesk Omni has a knowledge base feature built in, so whenever our team members or agents face any doubts or queries, they can just chat with the knowledge base, type their question there, and find necessary documents to get themselves acquainted with the subject so they can help the customer.

Our overall conversation resolution time has come down by about eighty percent with the help of Freshdesk Omni. The resolution which used to take about two hours now takes less than three minutes for us to get everything resolved. We have achieved an eighty percent reduction in our overall resolution time and also a sixty percent improvement in our overall response rate.

Earlier, whenever we wanted to provide a resolution, we had to contact the customer in their particular channel, collate all the documents together, help them navigate, or write a detailed email. All that has been eliminated with the help of Freshdesk Omni. Through Freshdesk Omni, using a centralized solution, we can manage and directly engage with the customer. Built-in knowledge base documents are available which we can share easily, and with the screen sharing ability, we can take control of their screen and get the issue sorted at the earliest. This has helped us reduce our overall resolution time from two hours to less than three minutes.

The reports and analytics are very detailed and easily customizable. We can easily schedule these reports to our particular email IDs whenever we need them.

One area of improvement is with the integrations with other necessary platforms like Outlook email or Google cloud space, as that integration is not very smooth right now. If that were improved, it would be very beneficial, but apart from that, everything else is great about this platform.

I have been using Freshdesk Omni for two years.

For any business that handles customers or wants to prioritize customers, Freshdesk Omni is the perfect solution. We can easily manage conversations and tickets everything from a single inbox, which saves a lot of clutter, saves a lot of time, and allows businesses to focus on what is important: their customers. I would definitely urge businesses to start using software like Freshdesk Omni.

Freshdesk Omni is one of the smoothest customer service solutions that I have used. It is highly versatile and easily customizable, making it one of the great platforms. I would rate it very highly and give this review a rating of ten out of ten.

Private Cloud

Amazon Web Services (AWS)

Our main use case for Freshdesk Omni was for ticket management, such as managing support tickets or tickets we raise and customer requests. We also used it to manage requests as it was a centralized platform. It helped us to track incidents and assign the tickets to the appropriate teams and people, and it has also helped us to monitor SLAs for compliance purposes. The main benefit was that it helped us with visibility into the status of the ticket and the progress of the ticket.

In our SOC, I work in a Security Operations Center, and Freshdesk Omni has helped us to manage and track security-related tickets we raised. A typical day for me involves monitoring alerts, incidents, real-time incidents and alerts, and also service requests that were generated from different security tools. The ticket assignment feature helped us to assign and route tickets to appropriate teams and analysts based on the incident type and priority. For example, if we receive any phishing email reported, a ticket would be created and assigned to a relevant team to remediate that ticket and to take actions. We could track the ticket status from investigation through resolution, ensuring we would not miss anything. Overall, Freshdesk Omni gave us a centralized view of those incidents that we raise, and we have visibility of ownership and ticket status, and it has helped us in SLA compliance, which eventually helped to improve coordination within our team.

We mainly use Freshdesk Omni to raise security tickets.

The best features Freshdesk Omni offers, in my experience, are ticket management, automated ticket assignment, SLA tracking, and it also has good workflow automation. The centralized dashboard helped us a lot. These features helped us to manage incidents and any requests efficiently from one single centralized platform.

Workflow automation and the centralized dashboard in Freshdesk Omni helped us reduce manual effort in handling those tickets which are raised and assigned to us. Instead of manually assigning every ticket, we can define rules based on priority, category, and the type of alert we raise. This has ensured tickets are routed to the appropriate, correct team, which has eventually helped us in response time and reduced the chance of tickets being overlooked or taking more time to clear. For example, in a SOC environment, if the ticket is categorized as high priority, it can automatically be assigned to the appropriate team. Or if it is from a particular security device, it should be assigned to a particular team. This has helped us to focus on the live investigations we get, rather than looking at tickets and administering those tickets, and overall, this has improved the efficiency and the consistency of the team.

Freshdesk Omni has positively impacted our organization by improving the way we manage and track the tickets which we raise. Before having this centralized ticketing platform, some requests and follow-ups were handled through emails and chats, a manual process that made tracking more difficult. With Freshdesk Omni, all the tickets are managed from a single platform, so we have good visibility into the owners of the ticket, the progress of the tickets, and the status.

While I do not have the exact percentage of how Freshdesk Omni has impacted us, I can say we have definitely seen some improvements in operational efficiency. A lot of follow-ups and ticket tracking were done manually before using this platform, and we used to do individual communication. With this, ticket ownership, status, and mainly SLA compliance became much easier. The biggest benefit has been better ticket tracking and reduced manual effort.

Freshdesk Omni can be improved in some areas; overall, it is a good platform, but I would mention reporting and dashboard customization as one area. While the existing reports are useful, having more flexibility to create customized reports and an operational dashboard would be beneficial. Also, some integration and workflow configuration could be better and simpler. The platform offers good functionality, but certain configurations may require additional effort for new users. Apart from these areas, my overall experience has been good and positive, and the platform meets most of our ticketing and management requirements.

I have been using Freshdesk Omni for around one year and five months when I was in my previous organization.

My exposure to Freshdesk Omni's AI capabilities is limited as our primary use case is just ticket management and SLA tracking, rather than the AI feature. From what I have seen, Freshdesk provides role-based access control, user permission, and auditability. In general, security and access management are important for any platform handling operational data, and Freshdesk appears to provide the necessary controls to manage users and permissions appropriately.

My advice to others looking into using Freshdesk Omni would be to spend some time planning your ticket workflow, categories, priorities, and SLA policies before rolling out the platform. This tool provides a lot of capability, so spend some time and make good use of it, and overall, I would recommend this product as it is an easy-to-use and scalable ticket platform, and it has helped us with operational efficiency and collaboration across the team. I would rate this product an 8 out of 10.

Public Cloud

Amazon Web Services (AWS)

Our main use case for Freshdesk Omni is getting the tickets or queries from customers whenever our portal is down or they need some information from us.

For example, if a customer wants to implement something in our service, we are doing an SFTP Go Go migration from SFTP legacy, so if they need to store their files in a GCS bucket, they will raise a ticket to us via Freshdesk Omni to implement that based on the urgency of the ticket.

Most of the time, we also get requests from customers to reset their account if they enter an incorrect password multiple times and that account gets locked out. They will raise a ticket to us and we will help them out. We have numerous queries which we get from customers.

The best features Freshdesk Omni offers include a very simple UI where in the dashboard itself, we can see how many tickets are in an unassigned state, how many are currently due today, or how many our team has resolved, making it very easy to understand and very fast and quick.

The dashboard of Freshdesk Omni helps us manage our tickets day-to-day by saving our time. On the homepage itself, you will be able to see unassigned tickets, for example ten, or priority tickets which are due today. Then, if you click on that, a simple click allows you to see all the tickets, and when you scroll down, you will see customer satisfaction percentage, showing how happy they are.

Freshdesk Omni has too many features, and I would also say that we have email support, call options, and you can also chat with the customer.

Freshdesk Omni has impacted us positively in our organization. We have saved a lot of time after implementing it, and the support we get, such as the ticket and communication with the client, is very rapid, happening very quickly over Freshdesk Omni.

The customization on Freshdesk Omni is limited, so if the user gets more options to customize it, it would be much better.

Other than that, everything looks good with Freshdesk Omni.

I have been working in my current field for seven years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability allows us to scale to numerous users, and it is easy to scale, but as you do the scaling, it becomes more costly.

The customer support for Freshdesk Omni is good.

Not at that company, but I have used different tools in a different organization.

I have not purchased Freshdesk Omni myself. My company has done that, and it was already deployed in our organization, so I have never done the setup from scratch.

I purchased Freshdesk Omni through the AWS Marketplace.

Money has been saved, definitely, even on the time saved. For employees, we have a team of nine members, and all of them are using Freshdesk Omni under our project.

Before choosing Freshdesk Omni, I evaluated other options, including ServiceNow before Freshdesk. We have also used a Jira ticketing tool.

My advice to others looking into using Freshdesk Omni is to please go ahead, as it is one of the best tools in the market with a large customer base of more than 60,000. I have given this review a rating of 9.

Public Cloud

Amazon Web Services (AWS)

Freshdesk Omni provides customer support by enabling the creation of customer portals and knowledge base systems where customers can open tickets and read support articles.

We are able to create a customer portal where customers can log in and create tickets for issues they encounter. Additionally, customers can read articles from the knowledge base that we have set up. Our knowledge base system allows customers to access support articles and help articles that guide them on how to use our tool.

Threads and Tasks are the best features for me, as they enable collaboration with other agents for internal conversations on threads and tasks, and customers can check the progress of their tasks and threads in one dashboard.

I also appreciate the multilingual help desk, which helps us provide support articles in different languages with Freshdesk Omni.

The multilingual help desk enables our clients to access help desks based on their language preferences. The collaboration feature allows our team to collaborate internally on tasks and tickets in real-time.

Having omnichannel communication in Freshdesk Omni has made our organization more organized in responding to technical questions from different channels, and we have seen significant time savings with Freshdesk Omni.

Freshdesk Omni can improve the custom object analysis, which is sometimes very slow. For example, obtaining insights requires a significant wait time, and understanding KPIs and tracking the KPIs of each agent takes considerable time.

Additionally, the community forum needs improvement. For example, when attempting to mention a user in a response, sometimes the user does not appear in the suggestions.

I have been using Freshdesk Omni for three years.

We have seen a reduction in average handling time by 30%. Additionally, we have achieved an average ROI for our company of around 225% ROI over the three years that we have used the tool.

I would rate this product a 9.

I am a product consultant who runs a company. I pitch Freshworks products for multiple customers, and many of my customers work with Freshdesk and other Freshworks tools. I use Freshworks products for demonstration purposes to show demos to my customers.

My customers in the segment I am delivering to benefit primarily from automation features. The AI, Freddy Insights, and related tools are helping them with reporting, getting ticket details, and dashboarding. In operations, AI is not much needed due to either business or technology constraints. However, it would definitely be very helpful in the healthcare and pharmaceutical segments.

The ticket generation from multiple sources is a feature I find most valuable in Freshdesk Omni. Apart from that, the chatbot feature is also essential. Most of my customers want to implement chatbot features on their applications or websites so their end users can raise tickets through chat resources directly from the website instead of writing emails to the support desk, which then get converted into tickets. This improves their end users' user experience significantly. Additionally, they are looking to implement phone and calling features.

The automation feature, which I developed with my fellow team, has helped improve productivity. Automations have been implemented across most of our channels to add additional product IDs and application information to tickets. We create custom fields that are filled automatically through automations, and we have also implemented API details. This automation eliminates significant manual effort and hassle.

Freshdesk Omni can be improved in multiple ways. The APIs sometimes have rate limit issues, and I have had to raise requests to increase the API limit for several of my customers. For some subscriptions like basic or free, customers see API rates that are too low. It would be better if you increased the API rate limit so that customers do not need to raise support requests to resolve this issue.

Secondly, there are marketing and branding aspects that need improvement. While logos work fine in chatbots, customers are unable to use certain features, such as uploading documents from websites.

I have been using this solution for four to five years.

My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to mark customer feedback as success criteria. Based on the input given by customers, I measure both the successful and unsuccessful aspects of the service.

Positive

I would evaluate the impact of Freshdesk Omni on my issue escalation processes as much better than my previous solutions. It really helps resolve most of the ongoing process problems. I have migrated from Jira to Freshdesk and from ServiceNow to Freshdesk.