Freshdesk Omni
Freshworks Inc.External reviews
3,541 reviews
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External reviews are not included in the AWS star rating for the product.
Freshdesk Simplifies Ticket Management and Boosts Team Efficiency
What do you like best about the product?
* Simple and intuitive ticket creation and racking, which makes it easy for agents to manage customer queries.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
* Omnichannel support keeps all conversations in one place.
* Powerful automation rules for assigning ticjets, setting priorities, and ensuring SLA compliance
* Built-in knowledge base that reduce repeat questions and empowers customers with self-service options.
* Smooth integrations with collaboration tools like Slack and CRM platforms, which helps streamline workflos.
What do you dislike about the product?
* The Dashboard can feel slow during peak usage when handling a high volume of tickets.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
* Reporting and analytics are limited - creating fully customized reports takes extra effort.
* The mobile app is helpful but doesn't provide the same depth of features as the desktop version.
* Some UI customizatons(like tailoring ticket views and fileds) could be more flexible.
What problems is the product solving and how is that benefiting you?
*Centralized support- Brings all customer querues into a single platoform, reducing confusion.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
*Faster response times - Automation rules and canned responses help agents resolve tickets more quickly|
*Better workload management- Auto-assignment and categorization ensure tickets go to the right team members.
*Improved customer satisfaction - Consistent responses and SLA tracking help us delievery timely support.
*Actionable insighs- Reporting and analytics provide visibility into agent performance and customer trends.
Freddy AI
What do you like best about the product?
It is easy to use and has a lot of tools.
What do you dislike about the product?
Nothing. Love it all! I use it for work all the time and I use almost every feature.
What problems is the product solving and how is that benefiting you?
We do not have any current problems, so none.
Helps to track solutions and resolve tickets in time
What do you like best about the product?
Ease of Use, teams integration, automatic mails to ticket parsing
What do you dislike about the product?
Automatic merge options for similar subject, better visibility of whole ticket, maybe automatic creation of summary
What problems is the product solving and how is that benefiting you?
Neatly organized ticketing and solution platform
Freshdesk Helps Us Stay Organized and Responsive
What do you like best about the product?
Freshdesk makes it very easy to manage and track customer inquiries in one centralized place. The ticketing system is straightforward, user-friendly, and helps ensure nothing slips through the cracks. I also like how it allows for collaboration across the team, with the ability to assign, categorize, and prioritize tickets quickly. The reporting features provide clear visibility into response times and resolution trends, which is helpful for identifying areas of improvement. Overall, it keeps our customer support organized and efficient
What do you dislike about the product?
One challenge we’ve experienced is with email threads. If a message comes in as part of a thread, we often have to forward it rather than being able to simply “reply all.” Additionally, when replying, we can only respond directly to the person who sent or forwarded the email, and we don’t have the option to remove them from the conversation. This creates extra steps and limits flexibility in managing communications.
What problems is the product solving and how is that benefiting you?
We use Freshdesk to manage our refund request tickets and customer service inquiries. Having everything organized in one system allows us to track, prioritize, and resolve issues more efficiently. It helps ensure requests are handled in a timely manner, improves accountability across the team, and provides visibility into the status of each case. This ultimately benefits both our staff, by keeping workflows streamlined, and our customers, by ensuring they receive faster, more consistent support.
Freshdesk Review: A Reliable Helpdesk Solution with Room to Grow
What do you like best about the product?
✅ Ease of Use – The interface is clean and intuitive, so it’s easy for agents to learn quickly.
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
✅ Ticket Management – Automatic ticketing, categorization, and prioritization keep support organized.
✅ Automation & Workflows – Saves time by automating repetitive tasks (assignments, responses, SLAs).
✅ Multi-Channel Support – Email, chat, social, and phone support all in one place.
✅ Self-Service Options – Knowledge base and FAQ portal help customers find answers themselves.
✅ Collaboration Features – Internal notes, tagging, and shared ownership make teamwork smoother.
✅ Integration Ecosystem – Connects well with CRMs, Slack, and other business tools.
✅ Analytics & Reporting – Clear insights into performance, SLAs, and customer satisfaction.
👉 A sample answer could be:
“I like how easy Freshdesk makes it to manage tickets from multiple channels in one place. The automation features save our team a lot of time, and the reporting dashboards give us great visibility into agent performance and customer satisfaction.”
What do you dislike about the product?
⚠️ Customization Limits – Some features and workflows aren’t as flexible as you’d expect.
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
⚠️ Reporting Complexity – Advanced analytics sometimes require extra setup or paid add-ons.
⚠️ Mobile App Limitations – The app is useful but lacks some of the web features.
⚠️ Occasional Performance Issues – Can feel slow or laggy during peak usage.
⚠️ Pricing Tiers – Some essential features (like advanced automation or analytics) are only available on higher plans.
⚠️ Learning Curve for Setup – Initial configuration can be time-consuming if you need complex workflows.
👉 Example answer you could paste directly:
“Freshdesk is great overall, but I find that some of the advanced features are locked behind higher pricing tiers. Reporting could also be more intuitive, and the mobile app lacks some of the functionality of the desktop version.”
What problems is the product solving and how is that benefiting you?
Problems Freshdesk Solves:
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
Scattered customer queries across email, chat, and social → ✅ Brings them into one unified helpdesk.
Manual ticket tracking → ✅ Automates assignment, prioritization, and SLAs.
Delays in collaboration → ✅ Internal notes and shared ownership streamline teamwork.
Lack of visibility → ✅ Reporting & analytics give insights into agent productivity and customer satisfaction.
Repetitive questions → ✅ Knowledge base and self-service reduce ticket volume.
How it Benefits You:
Faster response times and improved customer satisfaction.
Increased team efficiency by cutting down manual work.
Better tracking of SLAs and accountability.
Easier to scale support as the business grows.
👉 Example full answer you could paste:
“Freshdesk has helped us centralize customer communication across email, chat, and social channels, so nothing slips through the cracks. The automation features save our team time by handling repetitive tasks and assigning tickets efficiently. With better reporting and a self-service knowledge base, we’ve been able to improve response times, track performance, and deliver a more consistent customer experience.”
The best-looking time-saver ticketing system
What do you like best about the product?
It's commonly known accross my whole team that shortcuts and canned responses have saved us hundreds of hours of daily re-writing already existing solutions.
Setup is very easy and
Setup is very easy and
What do you dislike about the product?
Automatic translation done via AI is still a hit or miss key point with Freshdesk; We are covering global support in 30+ languages, so an automatic translation tool would help us by not spending extra resources on a 3rd party App and would save us time as the data would not leave Freshdesk.
What problems is the product solving and how is that benefiting you?
1. Full customer, device and case details.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
2. Ease of access across multiple teams.
3. Complete management of ticket reply prioritization.
Eases of use and user friendly
What do you like best about the product?
I like how Freshdesk provides an easy-to-use interface with powerful automation, making it simple to manage customer inquiries efficiently in one place
What do you dislike about the product?
Sometimes the system can be a bit slow, and a few advanced customization options are limited.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us organize and track customer inquiries in one place, ensuring faster responses and better follow-up. This has improved our team’s efficiency and enhanced customer satisfaction.
Freshdesk Makes Customer Support Easy and Efficient!!!
What do you like best about the product?
What I like best about Freshdesk is its intuitive and user-friendly interface, which makes managing customer tickets easy and efficient. The platform is quick to implement, so we were up and running with minimal downtime. We use it frequently every day, and its automation features significantly reduce manual work. Plus, the multi-channel support ensures smooth communication across email, chat, phone, and social media. The robust reporting and integration options also provide valuable insights and flexibility to tailor workflows.
What do you dislike about the product?
Strong Support Features, but UI Can Improve
What problems is the product solving and how is that benefiting you?
Freshdesk solves the problem of scattered customer communications by consolidating all tickets from different channels into one platform. It helps us manage support requests efficiently, avoid missed queries, and respond faster. This improves customer satisfaction and reduces the workload on our support team. Automations and easy ticket prioritization save time, allowing us to focus on resolving issues rather than organizing them.
Easy to handle all the customers queries at a one time fast canned response
What do you like best about the product?
Easy and simple navigation and best option for the UI/UX
What do you dislike about the product?
Intel Assigned sometime it doesn't works
What problems is the product solving and how is that benefiting you?
Customer Support and the. Sharing the file to check on the issue to troubleshoot
A great helpdesk which makes support processes flow seamlessly
What do you like best about the product?
I like the power packed features, simple and easy to use interface and length and breadth of the functionalities.
What do you dislike about the product?
I could not find any major points to dislike about Freshdesk barring one or two minor issues which were promptly addressed by their Support team.
What problems is the product solving and how is that benefiting you?
Freshdesk is instrumental in ensuring that no customer queries go unnoticed through the ticket management system and the users have all the information available at one place through the self serve articles.
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