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.
The worst of the worst - do not go with Freshdesk omni they are incompetent and dont care!
What do you like best about the product?
There is nothing to like with Freshdesk. They are not competent and do not provide any customer service. Dangerously over sold and unable to deliver.
What do you dislike about the product?
Freshdesk is the worst of the worst, they dont back up your data, have no contingency plan for data centre failure and then leave us hanging for 4+ days without any communications for our business. The level of incompetency is unreal. The worst support, zero accountability and not to be trusted. DO NOT GO WITH THIS COMPANY.
What problems is the product solving and how is that benefiting you?
It is not solving problems it is creating them.
Flexible, Easy-to-Use Ticketing with Helpful Reporting and Great Support
What do you like best about the product?
Ease of use. I like the ability to customise the flow, as well as the grouping and importance of tickets. The reporting stats are very helpful, and the account management and support from the provider have been great. Overall, it’s flexibility in terms of how you can use it.
What do you dislike about the product?
Threaded conversations are often hidden and get missed. When we choose “Reply,” the message has to go back to the generator, which isn’t always what we want. Also, merging tickets tends to make the thread confusing and harder to follow.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage incoming invoices and correspondence with our suppliers. Our team of 10 processes requests on behalf of 300 entities, and Freshdesk helps us ensure that every incoming item is tracked, triaged, and handled in a timely manner.
Good features, easy to use and fast to setup
What do you like best about the product?
Easy to use and to configure, very fast to setup.
What do you dislike about the product?
No native option to configure fields per groups.
What problems is the product solving and how is that benefiting you?
Centralizing emails and having efficient support.
Easy to Use, Flexible Ticket Automation and Workflows
What do you like best about the product?
Easy to use. Can have full-time agents or collaborators, and restrictions to specific groups of tickets. I like the features for canned responses, email templates, and other automation features for assigning tickets. Lots of flexibility to build into the system based on internal workflows and segmentation of data, customers, etc.
What do you dislike about the product?
Would like to see more controls around SLA tracking.
What problems is the product solving and how is that benefiting you?
Managing a growing number tickets as our customer count grows, and tracking different things on tickets so the details don't get lost.
Streamlined Email Ticketing That Keeps Everything in One Place
What do you like best about the product?
It has a very different ticketing system that supports email, and I don’t need to check my emails separately.
What do you dislike about the product?
Every now and then, our emails get unassigned in Freshdesk, and we then have to raise a ticket to get it sorted.
What problems is the product solving and how is that benefiting you?
customer support team's TAT has reduced
Intuitive Interface, Essential Automations
What do you like best about the product?
I like Freshdesk's user interface and automations. The integrations, rules, and hourly state changes are very well made. It really helps that our agents don't need to check the status of tickets manually, as we have a rule that closes tickets after seventy-two hours if there's no reaction. The Jira integration is also quite useful, allowing us to communicate effectively with our IT team.
What do you dislike about the product?
Maybe the Jira connector. We cannot search sprints. We have a few problems with that, but overall, it's okay. But it could be improved.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage tickets and resolve customer issues, streamlining onboarding processes through its various states.
Simple Yet Effective Ticketing System
What do you like best about the product?
I really like Freshdesk because it's simple and not super complicated to use, which has helped us tremendously. I find the analytics feature really beneficial from my perspective as a call center manager. It allows me to quickly see overall performance, know how many tickets we've received, how many we've resolved, and our average response and resolution times. It's also nice to be able to assign tickets to our agents. The initial setup was simple and went pretty smoothly, and I have no complaints about it.
What do you dislike about the product?
nothing
What problems is the product solving and how is that benefiting you?
Freshdesk helps us stay organized by managing tickets from customers, technicians, and Salesforce. It's simple and not complicated, making it easy to use. The analytics provide insights into our performance, like response and resolution times, which help me as a manager.
Efficient and Customizable Support Platform
What do you like best about the product?
Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.
What do you dislike about the product?
Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.
Easy to Learn, Efficient Ticketing, and Smooth Integrations
What do you like best about the product?
Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate.
What do you dislike about the product?
Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage.
What problems is the product solving and how is that benefiting you?
Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline.
Clean Interface and Automation That Make Support Work Easier
What do you like best about the product?
Clean Interface and easy navigation make daily support work much less stressful, especially when handling multiple customer queries at once. The ticket automation, SLA management and knowledge base.
What do you dislike about the product?
TAT visibility is not very clear at times, which makes tracking response timelines slightly confusing.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for official customer support work, mainly to handle health checkup queries, bookings, and report-related follow-ups. It helps me track tickets properly, stay professional, and respond to customers without missing any requests.
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