Freshdesk Omni

Our main use case for Freshdesk Omni was for ticket management, such as managing support tickets or tickets we raise and customer requests. We also used it to manage requests as it was a centralized platform. It helped us to track incidents and assign the tickets to the appropriate teams and people, and it has also helped us to monitor SLAs for compliance purposes. The main benefit was that it helped us with visibility into the status of the ticket and the progress of the ticket.

In our SOC, I work in a Security Operations Center, and Freshdesk Omni has helped us to manage and track security-related tickets we raised. A typical day for me involves monitoring alerts, incidents, real-time incidents and alerts, and also service requests that were generated from different security tools. The ticket assignment feature helped us to assign and route tickets to appropriate teams and analysts based on the incident type and priority. For example, if we receive any phishing email reported, a ticket would be created and assigned to a relevant team to remediate that ticket and to take actions. We could track the ticket status from investigation through resolution, ensuring we would not miss anything. Overall, Freshdesk Omni gave us a centralized view of those incidents that we raise, and we have visibility of ownership and ticket status, and it has helped us in SLA compliance, which eventually helped to improve coordination within our team.

We mainly use Freshdesk Omni to raise security tickets.

The best features Freshdesk Omni offers, in my experience, are ticket management, automated ticket assignment, SLA tracking, and it also has good workflow automation. The centralized dashboard helped us a lot. These features helped us to manage incidents and any requests efficiently from one single centralized platform.

Workflow automation and the centralized dashboard in Freshdesk Omni helped us reduce manual effort in handling those tickets which are raised and assigned to us. Instead of manually assigning every ticket, we can define rules based on priority, category, and the type of alert we raise. This has ensured tickets are routed to the appropriate, correct team, which has eventually helped us in response time and reduced the chance of tickets being overlooked or taking more time to clear. For example, in a SOC environment, if the ticket is categorized as high priority, it can automatically be assigned to the appropriate team. Or if it is from a particular security device, it should be assigned to a particular team. This has helped us to focus on the live investigations we get, rather than looking at tickets and administering those tickets, and overall, this has improved the efficiency and the consistency of the team.

Freshdesk Omni has positively impacted our organization by improving the way we manage and track the tickets which we raise. Before having this centralized ticketing platform, some requests and follow-ups were handled through emails and chats, a manual process that made tracking more difficult. With Freshdesk Omni, all the tickets are managed from a single platform, so we have good visibility into the owners of the ticket, the progress of the tickets, and the status.

While I do not have the exact percentage of how Freshdesk Omni has impacted us, I can say we have definitely seen some improvements in operational efficiency. A lot of follow-ups and ticket tracking were done manually before using this platform, and we used to do individual communication. With this, ticket ownership, status, and mainly SLA compliance became much easier. The biggest benefit has been better ticket tracking and reduced manual effort.

Freshdesk Omni can be improved in some areas; overall, it is a good platform, but I would mention reporting and dashboard customization as one area. While the existing reports are useful, having more flexibility to create customized reports and an operational dashboard would be beneficial. Also, some integration and workflow configuration could be better and simpler. The platform offers good functionality, but certain configurations may require additional effort for new users. Apart from these areas, my overall experience has been good and positive, and the platform meets most of our ticketing and management requirements.

I have been using Freshdesk Omni for around one year and five months when I was in my previous organization.

My exposure to Freshdesk Omni's AI capabilities is limited as our primary use case is just ticket management and SLA tracking, rather than the AI feature. From what I have seen, Freshdesk provides role-based access control, user permission, and auditability. In general, security and access management are important for any platform handling operational data, and Freshdesk appears to provide the necessary controls to manage users and permissions appropriately.

My advice to others looking into using Freshdesk Omni would be to spend some time planning your ticket workflow, categories, priorities, and SLA policies before rolling out the platform. This tool provides a lot of capability, so spend some time and make good use of it, and overall, I would recommend this product as it is an easy-to-use and scalable ticket platform, and it has helped us with operational efficiency and collaboration across the team. I would rate this product an 8 out of 10.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

Freshdesk has a user-friendly interface and an efficient ticket management system. It helps support teams organise customer queries, prioritise issues, and track resolution in one place. I also appreciate its automation feature, knowledge base integration, and multi-channel support, which improve productivity and enhance the overall customer experience. I also like Freshdesk because it is easy to use, helps me manage customer tickets, and offers automation features that make customer support faster and more organised.

What do you dislike about the product?

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations.

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

Freshdesk helps solve the challenge of managing customer inquiries from multiple channels in one place. It centralizes emails, chats, calls, and social media messages into a single ticketing system, making it easier to track, prioritize, and resolve customer issues. This benefits me by improving response times, increasing productivity, and ensuring that no customer request is missed.

What do you like best about the product?

The main thing that I love about Freshdesk is the ticket management system since it allows for easier organization, prioritization, and resolution of customer support issues. This ticket management system is supported by various automation tools, reporting options, and collaborative options.

What do you dislike about the product?

nothing to add this time from my side everything seem fine

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

Freshdesk addresses the problem of handling customer support queries from different communication channels with its all-in-one software platform. It integrates ticketing, communication, and support processes into one system that increases the efficiency of the processes involved and leads to improved customer support experiences.

Freshdesk Omni serves as our centralized command center for handling all customer queries as a customer service solution. We send customer emails, chat with customers, call customers, and engage with them on WhatsApp and different social media applications through Freshdesk Omni. It functions as an all-in-one AI-centered customer service solution for us.

Our team interacts with our customers on various channels where they raise their queries or complaints, and everything is handled via the centralized Freshdesk Omni platform. Our team daily logs into Freshdesk Omni to check how many tickets or queries have been assigned to them, and based on the required SLAs, they respond to all customer queries through the centralized platform. Freshdesk Omni also provides us with insights on who the customer is, what they have done so far, how much they use our platform, what their best-used feature is, how much we can upsell to them, and all the other data that Freshdesk Omni provides, which is very useful for our business.

We handle emails, chats, and phone calls from a single place, which is very much helpful for us.

One great thing about Freshdesk Omni is that we do not need an administrator to maintain it. The best feature I would say is the screen sharing ability through the chat feature. Whenever we chat with a customer, we can easily take control of their screen so that we can resolve queries immediately, thereby reducing our overall SLAs. The ticketing automation is also something that is very unique and very good, as whenever a ticket comes in, it automatically gets assigned to one of the available agents based on the region and based on their subject matter expertise. We can set rules inside Freshdesk Omni for tickets to get assigned automatically.

The screen sharing during chat definitely helps resolve issues faster for our team. Whenever we engage with a customer via chat, we just take control of their screen, send a screen sharing request to them, and once they accept the request, we can share our screen or take control of their screen and directly access their local system to get the issue resolved. This approach saves a lot of time for us compared to guiding them, and the customer is also very happy with our quick resolution.

Freshdesk Omni has a knowledge base feature built in, so whenever our team members or agents face any doubts or queries, they can just chat with the knowledge base, type their question there, and find necessary documents to get themselves acquainted with the subject so they can help the customer.

Our overall conversation resolution time has come down by about eighty percent with the help of Freshdesk Omni. The resolution which used to take about two hours now takes less than three minutes for us to get everything resolved. We have achieved an eighty percent reduction in our overall resolution time and also a sixty percent improvement in our overall response rate.

Earlier, whenever we wanted to provide a resolution, we had to contact the customer in their particular channel, collate all the documents together, help them navigate, or write a detailed email. All that has been eliminated with the help of Freshdesk Omni. Through Freshdesk Omni, using a centralized solution, we can manage and directly engage with the customer. Built-in knowledge base documents are available which we can share easily, and with the screen sharing ability, we can take control of their screen and get the issue sorted at the earliest. This has helped us reduce our overall resolution time from two hours to less than three minutes.

The reports and analytics are very detailed and easily customizable. We can easily schedule these reports to our particular email IDs whenever we need them.

One area of improvement is with the integrations with other necessary platforms like Outlook email or Google cloud space, as that integration is not very smooth right now. If that were improved, it would be very beneficial, but apart from that, everything else is great about this platform.

I have been using Freshdesk Omni for two years.

For any business that handles customers or wants to prioritize customers, Freshdesk Omni is the perfect solution. We can easily manage conversations and tickets everything from a single inbox, which saves a lot of clutter, saves a lot of time, and allows businesses to focus on what is important: their customers. I would definitely urge businesses to start using software like Freshdesk Omni.

Freshdesk Omni is one of the smoothest customer service solutions that I have used. It is highly versatile and easily customizable, making it one of the great platforms. I would rate it very highly and give this review a rating of ten out of ten.

Private Cloud

Amazon Web Services (AWS)

What do you like best about the product?

Freshdesk is easy to use and helps manage customer queries efficiently. I like how it keeps all tickets organized in one place, making it simple to track issues, collaborate with teams, and provide timely support to customers.

What do you dislike about the product?

"Sometimes Freshdesk can be a bit slow when loading tickets, and finding specific information across multiple tickets can take extra time. Some features also require several clicks to access, which could be streamlined for a smoother experience."

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

"Freshdesk helps us manage and track customer queries efficiently in one place. It makes it easier to assign tickets, monitor progress, maintain communication history, and ensure timely resolutions. This improves productivity, helps provide better customer support, and reduces the chances of missing customer requests."

What do you like best about the product?

Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable.

What do you dislike about the product?

I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software.

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

As I already mentioned, Freshdesk has improved my working capability in a measurable way. I created a ticketing and workflow system to take approvals and receive work requests from users through tickets, and that has been very beneficial for me.

What do you like best about the product?

The options and flexibility it provides. It is intuitive and easy to use.

What do you dislike about the product?

There is nothing to dislike so far. Maybe more options for reports?

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

It is helping us track tickets and requests, but also connects to our PDQ

What do you like best about the product?

What stood out to me first was how quickly the team adapted to it without much training. We muved from shared in boxes and scattered chats into Freshdesk, and suddenly it became easier to track who replied to what and which issues for still hanging. They are automation rules saved us more time than expected, especially for repetitive request that used to eat up half of the day.

What do you dislike about the product?

Reporting is useful though few dashboards felt limited unless you spend time customizing them properly. Also if your team grows quickly managing notifications can become no IC unless you find tune everything early on.

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

Now the team has a clearer system for ownership and follow ups. Customers get faster replies, internal communication is cleaner, and it's easier to spot recurring issues instead of reacting to everything manually each day. Freshdesk helped us bring structure to customer support without making the process feels robotic. Before using it, requests came from email, chat and social platforms separately, which led to delayed responses andd duplicate work.