Freshdesk Omni

My main use case for Freshdesk Omni  is centralized customer support, whereby I bring all channels like WhatsApp, email, live chat, and Telegram into Freshdesk Omni  so that I can respond to customer cases through the Freshdesk Omni dashboard.

I use Freshdesk Omni by responding to customer support. I integrate the email for my organization, as well as the customer support portals that enable clients to open their tickets. When they report a case or incident, I am able to log into Freshdesk Omni and update the progress, whether it is in progress, solved, or pending, and provide a response and resolution toward those reported cases through Freshdesk Omni.

There are three best features that Freshdesk Omni offers. The first one is the ability to customize ticket templates. I am able to create escalation rules that help me provide auto-responses on tickets. When clients open a ticket, they get auto-responses that are fully customized using templates. A second feature for me would be the easy integration of live chat from Freshdesk Omni. I can easily customize my live chat to look like my own brand, get the code, and embed it on the website where I want the live chat to appear. In just a few minutes, I am able to start chatting with clients. Another great feature is the easiness of integrating Freshdesk Omni with other social media tools like WhatsApp, X, Instagram, and emails to bring all customer channel communication tools into one unified platform. The integration is the best feature for me because it works so well for my needs.

Freshdesk Omni has positively impacted my organization because the customer engagement rate has improved since I can respond to customer tickets from any channel they come from. For example, through the website, email, WhatsApp, Twitter, Instagram, or Facebook, I can respond. That has made it easy for us to engage with customers, support them, and provide timely responses on their cases. This has created a strong relationship between us and our customers, made them love our products, and increased sales.

I have seen response time reduced to two minutes since tickets are triggered into Freshdesk Omni and a notification is sent out, allowing an agent to respond on time. I have also seen a much higher engagement rate with customers at around 52%.

I have not seen any feature that needs improvement with Freshdesk Omni, but my comment would be about the pricing. The pricing for Freshdesk Omni does not favor small businesses to use the solution as it is considered an enterprise solution, and the cost of the tool is too expensive for a native small business to use.

Pricing is the main concern regarding improvements needed for Freshdesk Omni.

I have been using Freshdesk Omni for three years.

Freshdesk Omni brings all customer support channels into one dashboard and one unified inbox. My advice would be that it is something worth trying, but you need to mind your budget. If your budget is too small, then Freshdesk Omni would not be a great choice because the pricing is per user, per month. If you have a lot of agents like ten, then you would realize that the solution is going to be more expensive.

I found this interview very easy and nothing should change for the future. I would rate this product a 9 out of 10.

My main use case for Freshdesk Omni  is customer support, whereby I am able to use the live chat to respond to customer inquiries through our website. I integrate the live chat of Freshdesk Omni  into our website, and when clients land on the website, they can initiate a chat with us, and then the agent responds in real time.

I also use the ticketing management with Freshdesk Omni to respond to tickets. For example, if an issue needs a longer time to be resolved, I can turn the live chat into a ticket, and then the client can follow up through their support portal. Ticketing management is also something that I use.

The best features Freshdesk Omni offers are customization options. I am able to customize the live chat widget to look our brand, for example, with our own branding of fonts, logos, and color. That really stands out for me. The ability to use the custom support portal, whereby we are able to bring our own DNS record and use the support portal from our link, for example, , is also great. That gives us total control of our brand.

Another feature of Freshdesk Omni would be the auto-response. The auto-response from the AI is very easy. For example, when clients send a message, the AI is able to respond to them as soon as possible. When it cannot respond, that is when it can route the chat to the agent.

Freshdesk Omni has positively impacted our organization by providing timely response through live chat, which has helped us to gain more customer engagement that has led to more sales. Freshdesk Omni contributes to sales growth because it provides real-time chat with customers, the customers now trust our brand, and it is easier for them to make a sale with us because they trust the team they are buying from. I have seen an increase in sales by 56% since we used Freshdesk Omni.

From my perspective, Freshdesk Omni needs improvement in channels. For example, using WhatsApp is more expensive and it is lengthy to integrate WhatsApp into Freshdesk Omni, not in the way other tools are really very simple. Another area would be the DNS. For example, it takes something around 72 hours for DNS records to be verified. If you want to use a custom email, for example, , you will need to wait for the DNS to be verified. This is something they need to work on.

I have been using Freshdesk Omni for four years.

Freshdesk Omni is stable.

Freshdesk Omni is more scalable.

The customer support for Freshdesk Omni is awesome.

We used Zendesk  previously. We switched because Zendesk  was a bit more bulky and expensive.

I find the integration process with my website for Freshdesk Omni straightforward, just generating the code and then pasting it in the website footer and the live chat would appear instantly and I can start right away chatting with clients.

I found the process of customizing the live chat widget and setting up my own DNS record for Freshdesk Omni simple. I did not need any support.

I have seen a 15% return on investment.

My experience with pricing, setup cost, and licensing for Freshdesk Omni is that pricing is reasonable. It is more affordable for anyone to use.

I evaluated other options before choosing Freshdesk Omni, specifically Intercom , but Intercom  was more limited.

My advice to others looking into using Freshdesk Omni is that it is simple to use, simple to understand, and simple to deploy, so you can go for it.

I rate the customer support for Freshdesk Omni a 10.

I decide to rate Freshdesk Omni a 10 because it is so easy for me. I appreciate the dashboard, the usability, everything, and the pricing.

Regarding Freshdesk Omni's AI capabilities, I think the governance and security are more secure. I have not seen any issue.

Regarding Freshdesk Omni's AI capabilities, I think it is more accurate and the output is positive. I rate Freshdesk Omni an overall score of 10.

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 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.