Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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External reviews are not included in the AWS star rating for the product.
Centralizes Tickets and Boosts Productivity
What do you like best about the product?
Centralize tickets
Increase productivity
Increase productivity
What do you dislike about the product?
No date options when noting activities
What problems is the product solving and how is that benefiting you?
Lack of user satisfaction is addressed by Freshdesk.
High cost in managing high volumes of tickets is reduced by Freshdesk.
Freshdesk helps us improve accountability.
High cost in managing high volumes of tickets is reduced by Freshdesk.
Freshdesk helps us improve accountability.
Flawless System for Real-Time Customer Interaction
What do you like best about the product?
I use Freshdesk for work to communicate with customers on Facebook and WhatsApp in real-time, which is really handy. It solves the problem of engaging with multiple customers at the same time. I find it easy to use and recommend it to any business if I had the chance. I also appreciate being able to keep a record of previous conversations with customers and calls. When a customer contacts us, the system easily keeps up with customer records and connects them to a single ticket, allowing us to see their last conversation with us. The initial setup takes less than 20 minutes, which is great.
What do you dislike about the product?
There is nothing I can think of that I dislike
What problems is the product solving and how is that benefiting you?
I use Freshdesk to engage with multiple customers in real-time on Facebook and WhatsApp. It solves the problem of managing interactions by keeping records of past conversations and linking them to tickets, making it easy to track customer history.
Easy to Manage with a Friendly Interface and Handy App Notifications
What do you like best about the product?
Easy to managed, got app to view notification and reply. friendly interface
What do you dislike about the product?
so far only the package, pay more get more benefit. but its okay
What problems is the product solving and how is that benefiting you?
Can track ticket, got dashboard to view status and good for monthly reporting and KPI
Streamlined Support Management with Freshdesk
What do you like best about the product?
I really like how intuitive and user-friendly Freshdesk is. It makes managing high volumes of customer conversations much more organized and efficient, especially with features like ticket automation, canned responses, and team collaboration tools. I also appreciate the reporting and analytics, which help us track performance and continuously improve our support workflows
What do you dislike about the product?
While Freshdesk is a powerful platform, some areas can feel a bit rigid or overly complex, especially when trying to customize workflows or automate more advanced processes. The interface can occasionally feel cluttered when managing a high volume of tickets, and certain features require multiple steps that could be more streamlined. Additionally, some reporting and customization options are limited unless you’re on higher-tier plans.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and organize customer communication across multiple channels, which eliminates inbox chaos and prevents messages from falling through the cracks. It improves response time, accountability, and collaboration across our team by assigning, tracking, and prioritizing tickets efficiently. Overall, it allows us to provide faster, more consistent support while maintaining visibility into workload and performance.
Freshdesk Keeps Tickets Organized and Saves Time with Automation
What do you like best about the product?
Freshdesk is very easy to use and doesn’t feel overwhelming, even on busy days. It helps me stay organized by keeping all tickets in one place and making it clear what needs priority. Features like canned responses and automation save a lot of time, and internal notes make team coordination smoother. Overall, it helps me work faster, stay on track, and handle customer issues more confidently.
What do you dislike about the product?
At times, Freshdesk can feel a bit slow or laggy, especially when handling multiple tickets at once. Some features take a few extra clicks to access, which can slow down the workflow on busy days. The reporting and search filters could also be more flexible and intuitive. While it’s a strong tool overall, a few performance and usability improvements would make the daily experience even smoother.
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scattered customer queries by bringing everything into one organized system. Instead of juggling emails or missing follow-ups, all tickets are tracked, prioritized, and clearly assigned. This helps me stay focused, manage my workload better, and respond on time. As a result, my work feels more structured, communication with customers is smoother, and overall efficiency and confidence in handling issues have improved.
Transformed Our Ticket Management System
What do you like best about the product?
I love how everything can be tracked with Freshdesk, from email stamps to the first and last actions. This tracking ensures that nothing goes unnoticed. The feature where a response auto-opens the conversation to remind the agent of new activity is great. It really feels like a complete package. The initial setup was super easy, I'd rate it a 9 out of 10 in terms of ease.
What do you dislike about the product?
Sometimes, if someone responds to an email tracked through Freshdesk, it adds it as 'notified' rather than opening the ticket. This is really the only thing that doesn't work as well for me and could be improved.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage daily mailboxes through a ticketing system, ensuring emails are noticed and answered to prevent escalations. It keeps track of every email, solving the problem of unnoticed and unanswered messages.
Extremely Easy to Use—Feels Familiar If You’ve Used Facebook
What do you like best about the product?
Extremely easy to use and understand. If you have used Facebook before, you will be able to use FreshDesk
What do you dislike about the product?
Nothin that i dislike. Everything is easy to use
What problems is the product solving and how is that benefiting you?
It provides a streamlined platform which allows us to respond and resolve customer issues in realtime without complicated dashboards and unnecessary functions. Because of this, we are able to improve our customer satisfaction through optimized response times
Freshdesk Turned Our Daily Support Chaos Into a Routine We Can Trust, It's Reliable and Easy to use.
What do you like best about the product?
The ticket view is clean and switching between conversation feels effortless. I especially like how internal notes work we can discuss an issue internally without confusing the customer. Over time, the automation has quietly taken work off my plate, like tagging tickets correctly and assigning them to the right person without manual effort.
What do you dislike about the product?
When I wanted to fine tune reports or customize workflows, I had to spend time exploring menus and documentation. It's not hard, but it's not instantly obvious either. Also, performance can slow a bit when handling a large volume of tickets at once, especially during peak hours.
What problems is the product solving and how is that benefiting you?
Before, follow ups were missed and ticket ownership doesn't wasn't always clear. Now every issue has a clear trail from messages to resolution. This has reduced back and forth, improved response times, and helped us stay consistent even when the workload increases. It's made customer support feel manageable instead of reactive.
Fast, Modern, and Easy-to-Use Helpdesk Software
What do you like best about the product?
Fast, easy-to-use, modern helpdesk software that feels straightforward and efficient to work with.
What do you dislike about the product?
Compared with Salesforce or Zoho Desk, it feels limited when it comes to customization options and support for custom development.
What problems is the product solving and how is that benefiting you?
Customer support via live chat, chatbot, email (tickets), and telephony—all in one place.
Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency
What do you like best about the product?
I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service.
What do you dislike about the product?
I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience.
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