Freshdesk Omni
Freshworks Inc.External reviews
3,539 reviews
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Freshdesk is a solid choice for businesses seeking a comprehensive and user-freindly
What do you like best about the product?
Easy to use .
support multi-channel
easy to integrate with a custom widget.
support multi-channel
easy to integrate with a custom widget.
What do you dislike about the product?
Limitation as report, we can't do customize the report
What problems is the product solving and how is that benefiting you?
as integrated with calling channel , its help to easy to comunicate with customer with respected ticket. solve the customer problems
Review on Freshchat.
What do you like best about the product?
Always helps in quick export of reports.
What do you dislike about the product?
Sometimes lags but otherwise it's good to
What problems is the product solving and how is that benefiting you?
Solves SLA issues and manual tracking.
Review of Freshdesk as a Author Support Solution in Publishing Industry
What do you like best about the product?
Freshdesk provides a very intuitive and user-friendly interface, making it easy for both agents and customers to navigate. The automation features, such as ticket assignment and workflow management, save significant time and reduce manual effort. I also appreciate the seamless integration options with other tools, which enhance overall efficiency. The setup process is straightforward, with an intuitive interface that requires minimal technical expertise. Most features work out of the box, and the guided onboarding helps teams get started quickly. We use Freshdesk daily in Wiley journals to manage author and editorial queries efficiently. It helps us streamline communication, track tickets across different teams, and maintain consistent response times.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
The platform brings all customer interactions—whether through email, chat, social media, or phone—into a single dashboard, making communication seamless. With customizable workflows and robust reporting tools, businesses can easily track performance, monitor SLAs, and gain valuable insights into customer satisfaction.
What do you dislike about the product?
While Freshdesk is overall very effective, some advanced features are only available in higher-tier plans, which can be limiting for smaller teams. The reporting tools, although detailed, could be more customizable. At times, the system performance can slow down when handling a large volume of tickets. There is a learning curve for mastering automation and workflow customization, and the mobile app does not offer the same level of functionality as the desktop version. Some users have also noted that integrations can be tricky to set up and that Freshdesk’s own customer support response times could be improved. However, implementing more advanced features such as automation, custom workflows, or integrations with third-party tools may require additional time and some technical knowledge.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us streamline and centralize all author and editorial queries at Wiley journals. Instead of managing multiple email threads, all communication is tracked in one place, making it easier to assign, prioritize, and resolve tickets efficiently. The automation and reporting tools save valuable time, reduce manual work, and ensure timely responses, which directly improves the experience for authors and editors. Overall, it enhances collaboration across teams and helps maintain consistency and accountability in our support process.
A Simple, Reliable, and Scalable Helpdesk Solution
What do you like best about the product?
The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools.
What do you dislike about the product?
Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control.
Freshdesk keeps our customer support organized, efficient, and responsive.
What do you like best about the product?
What I love most about Freshdesk is how it takes what could be a chaotic support process and makes it feel structured and manageable. I’ve been using it for over two years, and the ticketing system is the heart of it for me. Every request, whether it comes in through email, chat, or phone, gets captured in one place, and that visibility saves me from missing things.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
The automation rules and workflows are a huge time-saver. For example, I don’t have to manually assign or prioritize tickets anymore — the system does it based on rules we’ve set up, which keeps the team focused on what matters most. The reporting dashboards are also a big plus because I can track trends, see SLA breaches before they become a problem, and measure team productivity.
In short, Freshdesk doesn’t just help us respond faster; it helps us respond smarter, which is critical in fintech where every client interaction matters.
What do you dislike about the product?
While Freshdesk is powerful, there are a few things that can be frustrating at times. The interface, although generally intuitive, can feel a bit overwhelming when you’re dealing with high ticket volumes — too many tabs and clicks to get where you need to be.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
Another issue I’ve run into is with the mobile app. It’s good for checking updates or quick replies on the go, but it doesn’t feel as robust as the desktop version. There are also moments when integrations with certain third-party tools require extra configuration or don’t sync as smoothly as I’d like.
That said, none of these are dealbreakers. They’re more like small speed bumps in what’s otherwise a really reliable support tool.
What problems is the product solving and how is that benefiting you?
Freshdesk solves one of the biggest challenges in customer support: staying on top of requests without letting anything slip through the cracks. Before Freshdesk, tracking emails, chats, and calls across different platforms felt disjointed. Now, everything comes into a single system, which means no more missed client requests or late responses.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
For me personally, this has reduced stress and improved my productivity. I can focus on resolving issues instead of chasing information. Features like canned responses, Freddy AI suggestions, and automated workflows also cut down repetitive tasks, so I spend less time typing the same replies and more time handling complex issues.
Ultimately, Freshdesk helps me deliver faster, more consistent, and higher-quality support, which directly impacts customer satisfaction and retention — both critical in fintech.
Freshdesk — A Great Partner in Productivity
What do you like best about the product?
The ticketing System and Analytics - no customers are left behind unaccommodated.
What do you dislike about the product?
Plenty of features that are unexplored yet.
What problems is the product solving and how is that benefiting you?
Freshdesk accommodates the customers that we are unable to assist over the phone due to high call volumes.
experienced adminstrator of Freshdesk for my company
What do you like best about the product?
It help to reduce the response time to customer email
What do you dislike about the product?
Low support of specified function featuring
What problems is the product solving and how is that benefiting you?
It helps me to screens out most of the junk mails and can set up workflows to assign relative task to my colleagues
Does what it says on the box
What do you like best about the product?
Freshdesk delivers on its core value, ticketing. It has all the most obvious and required features that a ticketing system needs to operate effectively and it handles these functions in a cost effective and efficient manner.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
We're not going to speak to advanced capabilities like AI automation etc., these are great but ultimately a help desk solution needs to get the basics right and Freshdesk does just that and more.
What do you dislike about the product?
I don't like the way Freshworks products in general are integrated. It is incredibly confusing to build up a suite of products across "Sales", "Desk" and "Chat". The products have been rebalanced according to which features belong where and it is now quite difficult to integrate omnichannel capabilities across sales and service.
What problems is the product solving and how is that benefiting you?
Ticketing. No matter how you want to slice it or define it, customers reach out to you with queries.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
These get converted into tickets, get routed to the right people, get categorised and get tracked.
Simple, basic and very effective.
Freshdesk is a fantastic tool for supporting customers
What do you like best about the product?
The canned responses and ability to merge emails is a fantastic way to organize and quickly respond to customer isues.
What do you dislike about the product?
Some of the custom metrics cannot be filtered in the ticket view (for example date fields.
What problems is the product solving and how is that benefiting you?
Guarantee supports are all handled via freshdesk.
Freshdesk Ticketing Was the Right Choice.
What do you like best about the product?
What I like best about Freshdesk is that it's very user-friendly and easy to use. It keeps all questions in one place, makes it simple to track all tickets, and helps my team respond faster to user/client issues.
What do you dislike about the product?
What I dislike about Freshdesk is that some of its features are a bit complicated to set up initially.
What problems is the product solving and how is that benefiting you?
Freshdesk helps keep all users' questions and issues in one place instead of being spread out across emails and calls. IT makes response times faster and gives better support.
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