Freshdesk Omni

What do you like best about the product?

Great customer service interface. It’s easy to collaborate, streamline workflows, and manage service tickets.

What do you dislike about the product?

There are a lot of different integrations and workflows available, and I don’t fully understand how to use or set up all of them. I also find the ability to connect certain social networks to be limited.

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

It's been a great collaboration tool for us and a convenient way to streamline customer service tickets and track status/report on them.

What do you like best about the product?

Freshdesk has been our helpdesk platform for 8+ years, and the biggest reason we’ve stayed is that it’s reliable and easy to run day to day. The interface is clean and intuitive, so new agents get productive quickly without much training, and administrators can configure it without heavy vendor involvement.

What do you dislike about the product?

Some of the more advanced capabilities, such as extended automation rules, advanced reporting, multiple SLA policies and sandbox environments, sit in the higher-priced plans, so costs can climb as your needs mature.

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

The biggest benefit is accountability and speed. Automated routing and SLA policies make sure issues reach the right person quickly and escalate if they stall, which has noticeably improved our response and resolution times. Canned responses and a shared knowledge base reduce repetitive work, and employees can often find answers without raising a ticket at all.

It also gives us visibility we didn’t have before. Reporting shows ticket volumes, recurring issues and agent workload, which helps with staffing decisions, service reviews and spotting problems early, such as a spike in access or device issues. For IT operations and security, having every request logged and traceable also supports audit readiness and consistent handling of access and incident-related requests.

What do you like best about the product?

- Freshdesk provides clear visibility into my team’s workload, including ticket assignments and the time spent on each ticket.
- Customizable views allow me to quickly identify backlogged and unassigned tickets, helping prioritize work and ensure timely follow-up.
- Freshdesk’s reporting capabilities help me evaluate individual and overall team performance, identify coaching opportunities, and track compliance with our service-level agreements (SLAs).

What do you dislike about the product?

There are a few areas where I would appreciate improvements:
- Time tracking: Configurable notifications after a specified period of ticket inactivity would help remind agents to stop their timers and improve the accuracy of time logs.
- Ticket notes: Although tickets can accommodate more than 400 notes, some of our longer-running tickets, including those unrelated to support, require additional capacity. Creating separate tickets to continue documenting the work disrupts tracking and reporting.
- Multiple agent assignments: The ability to assign multiple agents to the same ticket would help support shared responsibilities and collaboration.

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

Freshdesk centralizes tasks across our teams, including new projects, professional services requests, feature requests, and support tickets, while linking them to the relevant customer company. This provides a consolidated view of each customer’s activities, improves coordination between teams, and makes it easier to track progress and maintain a complete history of customer interactions.

What do you like best about the product?

It is user-friendly and easy to navigate even if you are just new to it.

What do you dislike about the product?

Some things that we would like to be implemented cannot be done as it is a product limitation.

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

It helps in making information and data accessible, organized and easier for us to access. It improves the way we monitor data and information and helps in increasing the CSAT and efficiency.

What do you like best about the product?

Ease of use, Simple workflow for chatbot

What do you dislike about the product?

reporting extraction, inability to host it inside SA

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

Mainly the Omnichannel solution we use to keep up with our customers

What do you like best about the product?

We use it for ticketing and assignments.

What do you dislike about the product?

It is expensive and we could not add all our employees because of it

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

Timely ticket assignment and easily tracking requests

What do you like best about the product?

I like how easy Freshdesk is to use for ticketing. Clients can contact us by email or through the knowledge base portal, and my coworkers can forward client emails so everything is gathered in the Freshdesk interface. I like having tickets and knowledge base articles in one place. Ticketing is effective and simple, and clients have a straightforward experience. The integration with Freshservice is also valuable: it lets my operations team pass client issues to the platform and tech teams, which have their own centralized ticketing service that mirrors ours.

What do you dislike about the product?

Freshdesk generally works well, but I sometimes run into lag and bugginess when typing responses, especially with hotkeys like /C and /S or when inserting canned responses and templates. Some UI buttons also seem to have a one- to two-second delay, so the experience can feel clunky and not always smooth.

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

I use Freshdesk to keep client tickets in one place for my team to view and triage. Clients can access knowledge guides and product resources through a portal. The Freshservice integration lets me pass issues to platform and tech teams, whose centralized ticketing service mirrors ours.

What do you like best about the product?

HIPAA compliance and the powerful automation and webhooks features make it really useful for connecting to our medical records systems and custom software. The automation tools are really flexible and powerful, and easy to manage because every automation can be switch on or off, duplicated, and tested

What do you dislike about the product?

Freshdesk is packed with features which does make it a bit intimidating. There is a learning curve, and rolling it out to the team did take a lot of effort.

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

Previously we had a lot of different systems that weren't connected, so different teams were not aware of problems affecting one another. We use Freshdesk to track issues and provide support across our entire organization, and then sync status updates about issues to each team's unique tools using Freshdesk's API and automation. Teams are much more in sync now.

What do you like best about the product?

Reliability - very little down time overall.
UI - easy to navigate ticket list screen & individual ticket screen. Add & save filters on ticket list screen. Automation set up is easy to do.

What do you dislike about the product?

Email notifications go to all users on the ticket not just user in the last reply. Groups are a list of agents that have access to the group. For us this is not the agents that part of the group. Would like to see a separation. Many of our agent have access to other group tickets.

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

The ability to do ticket analysis easier. With Freddy AI & the MCP we should be able to do this easier now. We have not started this yet.

What do you like best about the product?

Being able to assign tickets and emails to specific agents makes our shared mailbox far easier to use and much more manageable for the whole team.

What do you dislike about the product?

The only function I’m not the biggest fan of is how difficult it is to reply to an email and change who the sender is. The only way we can do it is by editing the ticket details, but that then makes the previous sender show up incorrectly. We’re also unable to @ people in emails, which was something I found really useful in GMAIL.

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

Freddy AI is useful for automatically assigning new tickets, which saves the team time because we don’t have to categorise each ticket manually. We’re also able to use the API to link it with other AI systems that are more integrated with our company, and then use those to provide suggested responses. This is extremely useful and a real time-saver.