Freshdesk Omni

What do you like best about the product?

Freshdesk has made managing customer support so much easier for our team. Everything stays organized in one place, so nothing falls through the cracks.

What do you dislike about the product?

While it’s great for everyday ease of use, its automation and workflow features are a bit basic compared to enterprise-grade platforms.

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

It helps me in managing customer requests

What do you like best about the product?

The platform provides excellent control over incident management by serving as a central hub for consolidating all inquiries. It also makes it easy to visualize incident volume, and I especially appreciate the customizable workflows. Overall, there are many different ways to manage incidents, which makes the process feel flexible and well organized.

What do you dislike about the product?

Some customization options require a bit of technical know-how, and the overall design can feel somewhat outdated. At times, the available filters still aren’t sufficient to narrow things down and find exactly what you’re looking for.

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

It helps me prioritize requests based on urgency, and the custom reporting features make tracking straightforward. It also lets us manage customer inquiries in one place, and we use it to monitor different situations as they come up. Overall, it’s ideal for teams that receive a high volume of requests.

What do you like best about the product?

Freshdesk makes managing customer requests feel straightforward and well organized. It’s easy to track tickets, quickly see what needs attention, and make sure nothing slips through the cracks.

What do you dislike about the product?

I don’t really have any complaints about Freshdesk, except that the bulletin headings don’t offer multiple options when writing something.

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

Freshdesk helps us keep customer requests and support tickets organized in one place. It makes it easier to track issues, follow up with customers, and make sure nothing gets missed. Overall, it saves us time and helps us provide faster and more consistent support.

What do you like best about the product?

Our daily ticket turnaround time dropped noticeably once we moved our queue here. The automation rules handle routing without fuss, and the canned responses save our agents a ton of repetitive typing. It packs plenty of depth under the hood without overwhelming new hires during onboarding, which made getting the team up to speed surprisingly painless.

What do you dislike about the product?

Once you start stacking multiple integrations and custom ticket fields, the main dashboard gets visually noisy fast. The backend admin settings feel somewhat fragmented, building out multi-step automation workflows or hunting down specific configuration toggles takes far more clicks than it should, making routine system maintenance a bit of a headache.

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

Freshdesk helps us streamline scattered customer inquiries into a single, organized queue. It automates ticket routing and canned responses, which drastically cuts down manual triage and speeds up first-response times. The built-in SLA tracking ensures no client query is missed, giving us much better operational visibility and consistent resolution times across the team.

What do you like best about the product?

Keeping tabs on the individual enquiries and making them visible for our support staff to follow up on by allowing us to filter by open tickets first. The canned responses save a lot of repeat data entry.

What do you dislike about the product?

The new contact panel is much more unintuitive than the previous one. It has increased double data handling, which means our staff have to copy contact details into another text editor instead of being able to pull the info directly out of the current email/enquiry, like the old contact system used to let us do. Freshdesk support say they can’t change it and that I have to get used to it.

Another issue is that some data fields don’t display until other fields have some kind of input. For example, when creating or assigning a new contact, the name field doesn’t show up until there is some data entered in the mobile phone field. This means that entering contacts without mobile phone numbers takes more clicks and more time than it should.

I’m also unable to reply to just one person within a case thread that has many recipients. If that particular person replies separately without the other contacts included, I still have to split the reply out just to respond to a single person.

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

Freshdesk helps us solve the challenge of managing the many cases submitted each day. We’ve used Freshdesk from the beginning, so we haven’t had issues with our process, but without it, it would be monumentally harder to manage actions and keep up with follow-ups for the volume of phone and email enquiries our department receives daily.

What do you like best about the product?

I love the analysis and history of Freshdesk. Freshdesk tracks agent productivity throughout the day and breaks down this data hour by hour. We are able to jointly find that the United Nations agency has resolved the most important issues or sends immediate responses. All this data is particularly useful once new tickets are assigned, as we are able to consult the history of our best collaborators. Previous tickets are simply searched by keyword, agent, or period. Once several people have participated in a project, it is very useful to decipher which United Nations agency did what and when!

What do you dislike about the product?

A factor that, in my opinion, is improved is having a choice of options to channel an associated email. It is not common to be forced to involve several people in a decision, but when we do, we must include them from the very beginning, as opposed to adding them to Group A. The data always ensures that everyone is on the same page, but it is even more difficult for the agent.

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

This application has helped the American state with my organization and communication with my buyers. I enjoy Freshdesk much more than my personal email. It's simply easier!

Recommendations to others considering the product:

I recommend Freshdesk, which is one of the simplest tools allowing the United States to offer our buyers the best quality of services they offer to customers. Improve customer support with the help of Freshdesk.

What do you like best about the product?

We’ve found Freshdesk to be one of the easiest help desk tools to work with. It keeps support requests well organized without creating a lot of overhead. The interface is clean and intuitive, so new agents can get up to speed quickly, and the initial setup took very little effort on our end.

What do you dislike about the product?

Reporting and analytics feel a bit basic, and building flexible custom dashboards is harder than it should be. Omnichannel support is there, but overall, it lacks the depth and flexibility more complex support operations really need.

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

Freshdesk keeps our support requests organized in one place, which makes day-to-day ticket handling much easier. It's intuitive enough that new agents ramp up fast, and setup was painless. The downside: as our support needs have grown more complex, the reporting and dashboards feel too basic, and omnichannel support lacks the depth we now need.

What do you like best about the product?

I like how intuitive and easy it is to use.

What do you dislike about the product?

Some advanced features can take time to learn.

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

Freshdesk keeps support organized, efficient, and easy to manage.

What do you like best about the product?

User-friendly interface with a short learning curve and very good UI, very intuitive and simple to use in daily life.

What do you dislike about the product?

Product updates and release notes could be presented in a more intuitive way. In-app guidance and learning resources could be improved.

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

Freshdesk helps us centralize and manage customer support requests efficiently through a single platform. It streamlines ticket tracking, prioritization, and team collaboration, ensuring that no customer issue is missed or delayed.

The biggest benefit is improved response and resolution times, which leads to better customer satisfaction. Its automation features reduce manual effort, while the intuitive interface allows team members to learn and use the platform quickly, increasing overall productivity and support efficiency.

What do you like best about the product?

Continued use has confirmed that centralized email handling and searchable ticket history remain useful for day-to-day support operations. Agents can review previous conversations and coordinate ticket ownership in one place. However, we have not identified any significant new benefits since the original review.

What do you dislike about the product?

Freshworks should make the commercial terms as clear as the product pricing. Before signature, sales representatives should provide a simple written comparison of all available options and clearly disclose the contract term, cancellation restrictions, seat-reduction limits, and the difference between monthly billing and a month-to-month subscription.

When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change.

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

Freshdesk gives us one place to receive customer emails, assign tickets, preserve conversation history, and coordinate support work across agents.

However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats.