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.
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.
Easy Setup, Powerful Automations, and Time-Saving Canned Responses
What do you like best about the product?
The ease of use and setup. I Love the fact that I can check on my dashboard from my iPad. The automations allow me to streamline some of tickets automatically, and the canned responses save me tons of time.
What do you dislike about the product?
Some of the reporting functionality is not intuitive. I was not sure how to create a new report without assistance.
What problems is the product solving and how is that benefiting you?
We were utilizing the product to the best of our abilities. Aravind called to see about setting up a meeting to chat about the product and introduced me to Sushanth. Sushanth was exceedingly helpful, he helped me understand how to create a new report, and even taught me how to customize it in ways I was unaware were an option. The call got me excited to spend more time working with the product to see how better it can suit our needs. When I was unable to setup an automation that I wanted I reached out to Sushanth who immediately replied, and is helping me set it up. The customer service is phenomenal.
Freshdesk Automation and Custom Scenarios That Simplify Daily Work
What do you like best about the product?
After migrating to Freshdesk, we immediately appreciated the extensive automation options and the ability to create custom scenarios. This was crucial for us, we were able to configure the system to reflect our actual operations and simplify the team’s daily workload.
What do you dislike about the product?
Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that.
What problems is the product solving and how is that benefiting you?
Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution.
Easy-to-Use Ticketing and Automations That Streamline Project Workflows
What do you like best about the product?
Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions.
What do you dislike about the product?
Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed.
What problems is the product solving and how is that benefiting you?
The ability to keep track of work processes and the communication linked to those jobs.
Intuitive Platform with Integration Versatility
What do you like best about the product?
I appreciate how Freshdesk is very usable and intuitive. It's great that both our customers and internal teams can use it without needing extensive training, thanks to its intuitive design. I also find the accessibility through email and the web portal really beneficial as it simplifies the process significantly. The setup was very simple and straightforward, which made the transition easier for us.
What do you dislike about the product?
One of the problems with Freshdesk is that it only supports one set of business hours, whereas we actually have four teams spread across different business hours and have different SLA business hours for different customers.
What problems is the product solving and how is that benefiting you?
We use Freshdesk for managing production and test ticket requests effectively. It simplifies support by being intuitive and accessible, reducing our need for extensive training. We use both its email and web portal channels.
Smooth, Easy Tool That Keeps BAU Running Without Issues
What do you like best about the product?
works smoothly and easily, for BAU process works without issue.
What do you dislike about the product?
export from Salesforce took months and months to do.
What problems is the product solving and how is that benefiting you?
Easy to reply to customers with speed.
Easy to Use Once Set Up, Great Canned Responses and Article Management
What do you like best about the product?
Ease of use once set up. Canned responses and solution article management are great
What do you dislike about the product?
Some missing reportable fields such as date or time last touched for tickets.
Would like to report easily on that metric.
What problems is the product solving and how is that benefiting you?
Helps us keep track of support queries and assign them to the relevant parties for resolution. We also have it set up to remind us if tickets need to be billed for and their progress in the billing cycle.
Unified support has streamlined multichannel workflows and has reduced operational costs significantly
What is our primary use case?
In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.
We utilize Freshdesk Omni to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.
What is most valuable?
Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.
Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.
Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.
What needs improvement?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.
I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.
For how long have I used the solution?
I have been using Freshdesk Omni for six years.
What do I think about the stability of the solution?
Freshdesk Omni is very stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is very effective; it grows with my organization's needs.
How are customer service and support?
The customer support provided by Freshdesk Omni is very proactive and supportive.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I previously used Zoho Desk, and we switched from Zoho Desk to Freshdesk Omni because the features and functionality were similar to Zendesk, but the initial cost was lower, and they were very helpful with the initial configuration and deployments.
How was the initial setup?
According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk Suite.
What other advice do I have?
I would rate Freshdesk Omni an eight out of ten.
I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.
Freshdesk Omni is one of the best solutions, very cost-effective and affordable.
We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.
Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.
My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
AI-driven support has transformed response times and now automates most customer queries
What is our primary use case?
My main use case for Freshdesk Omni is utilizing artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.
A specific example of how I use Freshdesk Omni's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.
What is most valuable?
The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.
Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.
Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.
Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.
I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.
What needs improvement?
Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.
For how long have I used the solution?
I have been using Freshdesk Omni for 5 years.
What other advice do I have?
I did purchase Freshdesk Omni through the AWS Marketplace.
My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.
Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.
I would rate this product as an 8 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
