Freshdesk Omni
Freshworks Inc.External reviews
3,545 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk is a solid choice for businesses seeking a comprehensive and user-freindly
What do you like best about the product?
Easy to use .
support multi-channel
easy to integrate with a custom widget.
support multi-channel
easy to integrate with a custom widget.
What do you dislike about the product?
Limitation as report, we can't do customize the report
What problems is the product solving and how is that benefiting you?
as integrated with calling channel , its help to easy to comunicate with customer with respected ticket. solve the customer problems
Review on Freshchat.
What do you like best about the product?
Always helps in quick export of reports.
What do you dislike about the product?
Sometimes lags but otherwise it's good to
What problems is the product solving and how is that benefiting you?
Solves SLA issues and manual tracking.
Review of Freshdesk as a Author Support Solution in Publishing Industry
What do you like best about the product?
Freshdesk provides a very intuitive and user-friendly interface, making it easy for both agents and customers to navigate. The automation features, such as ticket assignment and workflow management, save significant time and reduce manual effort. I also appreciate the seamless integration options with other tools, which enhance overall efficiency. The setup process is straightforward, with an intuitive interface that requires minimal technical expertise. Most features work out of the box, and the guided onboarding helps teams get started quickly. We use Freshdesk daily in Wiley journals to manage author and editorial queries efficiently. It helps us streamline communication, track tickets across different teams, and maintain consistent response times.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
What do you dislike about the product?
While Freshdesk is overall very effective, some advanced features are only available in higher-tier plans, which can be limiting for smaller teams. The reporting tools, although detailed, could be more customizable. At times, the system performance can slow down when handling a large volume of tickets. There is a learning curve for mastering automation and workflow customization, and the mobile app does not offer the same level of functionality as the desktop version. Some users have also noted that integrations can be tricky to set up and that Freshdesk’s own customer support response times could be improved. However, implementing more advanced features such as automation, custom workflows, or integrations with third-party tools may require additional time and some technical knowledge.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us streamline and centralize all author and editorial queries at Wiley journals. Instead of managing multiple email threads, all communication is tracked in one place, making it easier to assign, prioritize, and resolve tickets efficiently. The automation and reporting tools save valuable time, reduce manual work, and ensure timely responses, which directly improves the experience for authors and editors. Overall, it enhances collaboration across teams and helps maintain consistency and accountability in our support process.
A Simple, Reliable, and Scalable Helpdesk Solution
What do you like best about the product?
The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools.
What do you dislike about the product?
Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control.
Freddy AI
What do you like best about the product?
It is easy to use and has a lot of tools.
What do you dislike about the product?
Nothing. Love it all! I use it for work all the time and I use almost every feature.
What problems is the product solving and how is that benefiting you?
We do not have any current problems, so none.
Freshdesk keeps our customer support organized, efficient, and responsive.
What do you like best about the product?
What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
What do you dislike about the product?
While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
What problems is the product solving and how is that benefiting you?
Freshdesk solves one of the biggest challenges in customer support: staying on top of requests without letting anything slip through the cracks. Before Freshdesk, tracking emails, chats, and calls across different platforms felt disjointed. Now, everything comes into a single system, which means no more missed client requests or late responses.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
Helps to track solutions and resolve tickets in time
What do you like best about the product?
Ease of Use, teams integration, automatic mails to ticket parsing
What do you dislike about the product?
Automatic merge options for similar subject, better visibility of whole ticket, maybe automatic creation of summary
What problems is the product solving and how is that benefiting you?
Neatly organized ticketing and solution platform
Freshdesk — A Great Partner in Productivity
What do you like best about the product?
The ticketing System and Analytics - no customers are left behind unaccommodated.
What do you dislike about the product?
Plenty of features that are unexplored yet.
What problems is the product solving and how is that benefiting you?
Freshdesk accommodates the customers that we are unable to assist over the phone due to high call volumes.
experienced adminstrator of Freshdesk for my company
What do you like best about the product?
It help to reduce the response time to customer email
What do you dislike about the product?
Low support of specified function featuring
What problems is the product solving and how is that benefiting you?
It helps me to screens out most of the junk mails and can set up workflows to assign relative task to my colleagues
Freshdesk Helps Us Stay Organized and Responsive
What do you like best about the product?
Freshdesk makes it very easy to manage and track customer inquiries in one centralized place. The ticketing system is straightforward, user-friendly, and helps ensure nothing slips through the cracks. I also like how it allows for collaboration across the team, with the ability to assign, categorize, and prioritize tickets quickly. The reporting features provide clear visibility into response times and resolution trends, which is helpful for identifying areas of improvement. Overall, it keeps our customer support organized and efficient
What do you dislike about the product?
One challenge we’ve experienced is with email threads. If a message comes in as part of a thread, we often have to forward it rather than being able to simply “reply all.” Additionally, when replying, we can only respond directly to the person who sent or forwarded the email, and we don’t have the option to remove them from the conversation. This creates extra steps and limits flexibility in managing communications.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our refund request tickets and customer service inquiries. Having everything organized in one system allows us to track, prioritize, and resolve issues more efficiently. It helps ensure requests are handled in a timely manner, improves accountability across the team, and provides visibility into the status of each case. This ultimately benefits both our staff, by keeping workflows streamlined, and our customers, by ensuring they receive faster, more consistent support.
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