Freshdesk Omni

What do you like best about the product?

It’s a very easy-to-use tool. I like that the interface lets me update, escalate, and resolve high-volume tickets with just a few clicks, which is essential when managing a fast-paced technical support service. I also appreciate the operational visibility it provides, making it easier to monitor performance and support continuous improvement.

What do you dislike about the product?

They don’t require any technical knowledge and they adapt perfectly to our company’s needs. Implementation was fairly quick and went smoothly, without disrupting our day-to-day work.

What problems is the product solving and how is that benefiting you?

It enables me to manage asset tracking and user history in one place, so I don’t have to switch between different tools to get the full context of an incident. It also supports more standardized handling of incidents and requests, helps automate repetitive tasks, and improves overall service efficiency.

What do you like best about the product?

The seamless connectivity Freshdesk facilitates between customers and support agents is one of its most significant advantages.

What do you dislike about the product?

There is nothing that I dislike about freshdesk as if now. To be frank, it is exceptionally good tool

What problems is the product solving and how is that benefiting you?

It solves the problem of customers getting to customer service agents and resolving their issues without wasting time

What do you like best about the product?

The UI/UX is very good, and the interface feels clean and simplified, so anyone can use it comfortably. Adding ticket fields is straightforward, and all the other options for modifying the settings are easy to find. The performance and integration with most of the tool is available

What do you dislike about the product?

The pricing is something I personally didn’t like. They charge around 45 USD for one agent seat, which feels very high. On top of that, if AI features are needed, we have to pay an extra 20–25 USD per agent, which doesn’t make sense to me. Also, the FD MCP was released very late, and we faced a lot of issues connecting it with most AI tools like Calude and chatgpt. We tried the newly launched AI features for some time as well, but the results were very poor and it was hallucinating a lot.

What problems is the product solving and how is that benefiting you?

Freshdesk is a good tool and works as a single platform to receive tickets from both external and internal users, helping us resolve issues in one place. It’s also easy to integrate email and other third-party tools, which makes execution smoother overall.

What do you like best about the product?

The analytics part is pretty nice, super in depth and can be customised as well, apart from the rest of basic CRM capabilities. Another good thing is export, although it can be implemented a bit better, because most of the times the exports look different from data I want, a few of the columns are missing and sometimes I get extra. Also work on filter options for export since it can be a useful feature.

What do you dislike about the product?

The only thing I hate is bad exports and nothing else to be honest at this point.

What problems is the product solving and how is that benefiting you?

The fact that so many meta data fields (tags) are there for a specific ticket that at times I don't even need to read the ticket query and just answer right away, can implement it bit better.

What do you like best about the product?

Easy interface, very helpful software for customer service

What do you dislike about the product?

Quite slow in loading and accessible sometimes

What problems is the product solving and how is that benefiting you?

Real-time chat responses and emails

What do you like best about the product?

Ease of use, variety of tools, customer support

What do you dislike about the product?

Overall nothing really, maybe the lack of integration options with other tools (Stripe, Jira, Claude)

What problems is the product solving and how is that benefiting you?

Communication with our users and better tracking of recurring issues

What do you like best about the product?

We like how Freshdesk turns customer support into organized conversations, like having a superhero for support tickets, minus the cape and questionable tights.

What do you dislike about the product?

The interface can sometimes feel cluttered, and certain features are not as intuitive as they could be. Navigating settings and workflows could be more straightforward and user-friendly.

What problems is the product solving and how is that benefiting you?

The software helps us centralize customer inquiries, streamline ticket management, and improve response times. It keeps communication organized, makes collaboration easier, and ensures that customer issues are handled efficiently without losing track of important requests.

What do you like best about the product?

Freshdesk is easy to use and understand and provides good support

What do you dislike about the product?

Not so flexible analytics report, some confusing metrics, no option for OLA, limited automation options and lack of sandbox for customers that are not under enterprise plan

What problems is the product solving and how is that benefiting you?

Manual SLA computations, faster response time using the features like canned responses and scenario automations

What do you like best about the product?

FD is extremely reliable. We never have downtime, and the support is always quick. The product is diverse, and the reporting is awesome.

What do you dislike about the product?

It is a bit pricey for the additional AI modules.

What problems is the product solving and how is that benefiting you?

It streamlines our daily customer interaction processes and helps so much with record keeping, and as mentioned, the monthly reporting capabilities help me manage my team better.

What do you like best about the product?

I like how easy Freshdesk is to use for us and our clients. It gives us support, customer onboarding, customer portals, and SLA management in an affordable setup that can scale with our growing team. The simple notification updates make it easy for clients to get support when they need it. Setup was really great, and it was lovely to step back into a platform I’d used before.

What do you dislike about the product?

I find the reporting and dashboards aren’t as customizable at the moment, but that’s because we’re using the entry-level Freshdesk. We just need to scale up to Freshservice when the time is right.

What problems is the product solving and how is that benefiting you?

As our team grows, Freshdesk gives us an easy-to-use, intuitive and affordable platform for support, customer onboarding, portals, and managing SLAs. Its simple notification updates make it easy for our clients to get support when they need it.