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.
Does what it says on the box
What do you like best about the product?
Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
What do you dislike about the product?
I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service.
What problems is the product solving and how is that benefiting you?
Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
great platform, doesn't have native chat enablement option leading us to buy freshchat
What do you like best about the product?
does what it promises.. they had knowledge base on the free plan (not anymore...) great UI, easy to use, fairly straightforward as a support desk software if you know what you're doing...
What do you dislike about the product?
Will need a separate chat tool to enable chat tool on a website, didn't have one when we were on the platform. Plus didnt pull in insta DMs
What problems is the product solving and how is that benefiting you?
customer support, ticket management within SLA
Freshdesk Review: A Reliable Helpdesk Solution with Room to Grow
What do you like best about the product?
✅ Ease of Use – The interface is clean and intuitive, so it’s easy for agents to learn quickly.
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
What do you dislike about the product?
⚠️ Customization Limits – Some features and workflows aren’t as flexible as you’d expect.
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
What problems is the product solving and how is that benefiting you?
Problems Freshdesk Solves:
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Freshdesk is a fantastic tool for supporting customers
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.
The best-looking time-saver ticketing system
What do you like best about the product?
It's commonly known accross my whole team that shortcuts and canned responses have saved us hundreds of hours of daily re-writing already existing solutions.
Setup is very easy and
Setup is very easy and
What do you dislike about the product?
Automatic translation done via AI is still a hit or miss key point with Freshdesk; We are covering global support in 30+ languages, so an automatic translation tool would help us by not spending extra resources on a 3rd party App and would save us time as the data would not leave Freshdesk.
What problems is the product solving and how is that benefiting you?
1. Full customer, device and case details.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
Freshdesk Ticketing Was the Right Choice.
What do you like best about the product?
What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues.
What do you dislike about the product?
What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially.
What problems is the product solving and how is that benefiting you?
Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support.
Good
What do you like best about the product?
Ticketing and Insights / Analysis which has helped us to serve users better
What do you dislike about the product?
Nothing noticed as such, more we explore the more easier it gets
What problems is the product solving and how is that benefiting you?
It is helping me to keep a track of the agents productivity
Unexpectedly illuminating!
What do you like best about the product?
We got Freshdesk initially to track agent productivity, but have found the most useful insight has actually been being able to see which clients are consuming the most agent time day-to-day.
What do you dislike about the product?
Extensions aren't very comprehensive and don't integrate particularly well. Sometimes frustrating when you hit a "limit" with how Freshdesk handles a certain task.
What problems is the product solving and how is that benefiting you?
Tracking agent productivity, and identifying the most "demanding" customers and enabling us to target resource at fixing those pain points.
Easy to use!
What do you like best about the product?
The automations and the collaboration between our team members.
What do you dislike about the product?
Honestly, nothing comes to mind at this time.
What problems is the product solving and how is that benefiting you?
When our team members were out on vacation or sick, emails would pile up in their inboxes. Now, they are all sent to our Freshdesk account and other team members can answer questions while that person is out of the office.
SMB experience with Freshdesk
What do you like best about the product?
Freshdesk has unilaterally changed how our (SMB) Customer Support functions within the company. It provides a dynamic portal where we our different teams can team up in either automation or communication to resolve a myriad of issues our customers alert us to. Being a nationwide, all-remote company, this cohesion was critical in improving our customer service ticket-to-resolution speed by almost 40% over the last two years.
What do you dislike about the product?
There are not many aspects of Freshdesk that we do not currently utilize or appreciate--perhaps our SLA would need to be somewhat shifted to account for the various needs of our Teams, but we bypass that by structuring all Groups and Statuses accordingly.
What problems is the product solving and how is that benefiting you?
Our customers are nationwide and in the Education field, so we have a variety of customer technical abilities writing in/tickets for help with our product. Freshdesk provides an excellent way to track and 'house' these tickets via the various Groups and Automations that can run to help sort and expedite tickets. We are also utilizing FreddyAI more-so in the past few months to help our Tech Agents be more productive.
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