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Freshdesk Omni
Deliver exceptional customer service with Freshworks Freshdesk Omni: an AI-first, omnichannel solution that combines conversational support and ticketing capabilities, ensuring unparalleled experiences.
Reviews (3583)
Mugisha Clinton
Customer support has become multilingual and collaborative while ticket handling time drops
Reviewed on Jun 22, 2026
Review provided by PeerSpot
What is our primary use case?
Freshdesk Omni provides customer support by enabling the creation of customer portals and knowledge base systems where customers can open tickets and read support articles.
We are able to create a customer portal where customers can log in and create tickets for issues they encounter. Additionally, customers can read articles from the knowledge base that we have set up. Our knowledge base system allows customers to access support articles and help articles that guide them on how to use our tool.
What is most valuable?
Threads and Tasks are the best features for me, as they enable collaboration with other agents for internal conversations on threads and tasks, and customers can check the progress of their tasks and threads in one dashboard.
I also appreciate the multilingual help desk, which helps us provide support articles in different languages with Freshdesk Omni.
The multilingual help desk enables our clients to access help desks based on their language preferences. The collaboration feature allows our team to collaborate internally on tasks and tickets in real-time.
Having omnichannel communication in Freshdesk Omni has made our organization more organized in responding to technical questions from different channels, and we have seen significant time savings with Freshdesk Omni.
What needs improvement?
Freshdesk Omni can improve the custom object analysis, which is sometimes very slow. For example, obtaining insights requires a significant wait time, and understanding KPIs and tracking the KPIs of each agent takes considerable time.
Additionally, the community forum needs improvement. For example, when attempting to mention a user in a response, sometimes the user does not appear in the suggestions.
For how long have I used the solution?
I have been using Freshdesk Omni for three years.
What was our ROI?
We have seen a reduction in average handling time by 30%. Additionally, we have achieved an average ROI for our company of around 225% ROI over the three years that we have used the tool.
What other advice do I have?
I would rate this product a 9.
Apeksha Ghatge
Automated ticket workflows have improved collaboration but pricing and AI features still need work
Reviewed on Jun 19, 2026
Review from a verified AWS customer
What is our primary use case?
I use Freshdesk Omni for our inter-department communication and also for connecting with our clients, where the client would raise a request on Freshdesk and it was rerouted to our internal Freshdesk where we had a separate CRM. The use case was very different in that regard, and we would solve the tickets from there.
What is most valuable?
I believe the best features in Freshdesk Omni are the history that it maintains. Pretty much everyone has the same capability, even Salesforce maintains chat history and calls are integrated within Salesforce. Emails are also interlinked with your Gmail, and whenever you send an email to a client, it is automatically tagged and reflected on your CRM, whether it is Salesforce or Freshdesk. Freshdesk had the same functionality, so it was not different between Salesforce or Freshdesk.
I would prefer to see AI integrated with Freshdesk Omni where it could check the whole history and summarize my email if I need to reply to a client. By checking the history and account status based on our previous conversations, it could analyze and draft an email where I would obviously add a personal touch later. This would be a time-saving feature.
The key benefits that I have observed from using Freshdesk Omni are clarity, efficiency in work, ease of use, and the ability to connect different platforms such as JIRA. We connected Freshdesk Omni with JIRA as project managers who used Freshdesk while our internal team, product managers, and the main tech teams and developers used the JIRA tool. Connecting Freshdesk with JIRA was easier compared to other sales platforms. I am still uncertain about how Salesforce works because it has been a long time since I used Salesforce, but with Freshdesk Omni, it was easier to connect with different platforms.
The automated workflows that we had with the ticketing in Freshdesk Omni helped to improve productivity for us because previously we used Excel. It was a very tedious job because Excel sheets are not linked, and it requires many manual formulas to set up and automate. Linking the sheets and applying formulas becomes very tedious at a certain point. Having a CRM where tracking everything is on one side makes it much easier.
What needs improvement?
I believe there are many subtasks and sub-tickets which could be implemented in Freshdesk Omni. However, I would say not every aspect of the CRM should be limited, because the more subtasks or sub-modules which are created, it becomes a lengthy process again. A person who has recently joined would need to read the whole history and chat, which is again a waste of time. If Freshdesk Omni could integrate AI to summarize the whole picture of what has been done, what the status is, and what the previous problem was, it would be beneficial. If it could summarize in a good paragraph, it would be easier for everyone who has recently joined, or if the client has changed, or if the project manager for that particular client has changed. The new person coming in would find it much easier to read and understand the client behavior, where the client is in their journey, what the client's vision is, and how the previous product or project manager has interacted with the client. That would make it much easier in that case.
For how long have I used the solution?
I have been using Freshdesk Omni for only four months.
Which solution did I use previously and why did I switch?
We did not opt for other options or solutions available in the market as it was my manager's call. We have also used HubSpot, and I have previously used Salesforce. HubSpot is okay, and I would rate it a three. However, it is very cost-effective, and people use it a lot when comparing to these three CRMs. We just went with a trial version to see how this CRM works.
What's my experience with pricing, setup cost, and licensing?
I believe we have paid 1,500 rupees per user for one month for Freshdesk Omni.
We used just the basic version of Freshdesk Omni, and that alone charged 1,500 rupees per person. If you have a team of 50, then 50 multiplied by 1,500 would come to around 30,000 or 40,000 rupees, somewhere around 50,000 to 70,000 rupees per month. Having the basic version and paying 50,000 to 70,000 rupees, I feel it is way too much for just a basic version. I would still understand if it was a premium version, but I think it is on the higher end for just the basic version.
Which other solutions did I evaluate?
In comparison to Salesforce and HubSpot, pricing is where HubSpot stands first as it is on the more affordable end. Freshdesk Omni is in the middle. However, Salesforce provides value for money. The user experience I have had with Salesforce is the best, and it is better than Freshdesk Omni, in my opinion. By the time I used it in 2024, the features they had introduced for segregating each account or client were way more efficient and clearer than what I experienced with Freshdesk Omni.
What other advice do I have?
We had automated workflows in Freshdesk Omni where a client would raise query tickets, and it was rerouted within Freshdesk where we would get the specific tickets. There was a round robin setup which was handled by my manager, so he would assign the tickets to each team member by seeing their buckets and how many tickets were pending or solved. Depending on the weightage and the solution, he would give the tickets accordingly or split them between the teams depending on each other's bandwidth.
I evaluated the impact of Freshdesk Omni on our issue escalation process, and it remained pretty much the same because the only difference was the visibility aspect where we get to know the effectiveness of the escalations when compared to manual processes. Without having a CRM and with having a CRM, any CRM would provide this benefit. However, the efficiency to solve a problem and the clarity which it brings is way better when compared to not having any CRM in your company.
We were in a stage of building metrics and data points to measure the success of Freshdesk Omni's omnichannel support with the help of our clients, but it was just halfway through and things got different. The company moved in a different direction, so we all got laid off. We were about to implement it and were discussing it, but it was just in a preliminary stage and we could not move further with the data points.
I would try to advise others looking into implementing Freshdesk Omni to try with the premium version. I am sure that they have specific modules in there, and I believe they have integrated AI now. It was a discussion back then itself as they were pitching the premium version, but due to budget constraints, we could not move forward. I would surely recommend that instead of going with the basic version, try the premium version first, then analyze and come back to the basic version if it does not favor the business.
I would rate this review as a six overall.
Abayomi Oyewale
Unified customer channels have saved time and are improving multilingual support and engagement
Reviewed on Jun 17, 2026
Review from a verified AWS customer
What is our primary use case?
My main use case for Freshdesk Omni is managing ticketing and contacting customers when they reach out to respond to them. I also use it to set up our knowledge base system.
One specific example of how I use Freshdesk Omni to manage ticketing and respond to customers is demonstrated through its effectiveness in our workflow. When clients contact us, they create a ticket in their portal, and I am able to respond to those tickets on time. This has increased customer engagement.
I can integrate Freshdesk Omni's live chat into our website, which allows us to respond to clients in real-time.
What is most valuable?
The best features Freshdesk Omni offers include the bring your own channel feature, which allows me to bring any channel I want into the solution, such as the telephone.
Bringing my own channels including email, WhatsApp, and Facebook has helped us respond to different technical questions from various channels in one place. This has saved us significant time instead of logging into different social media tools; we can use Freshdesk Omni instead.
I also appreciate the multilingual translation feature, although it could be improved. The multilingual translation feature has helped us automatically translate responses from clients who do not use our native language. When clients use a different language, the tool translates the content, allowing us to understand the context.
Freshdesk Omni has positively impacted my organization by saving us considerable time, as all social channels are accessible in one dashboard.
What needs improvement?
Freshdesk Omni can be improved in several areas. The mobile interface is not clean, making it difficult to use Freshdesk Omni on a mobile phone. Additionally, limited storage for recording is an issue; for example, when you bring in your own device such as a telephone, there is not enough storage provided to keep your call recordings. You need to integrate your own FTP or SFTP to secure and maintain those recordings on your own cloud, which can add more costs to using the tool.
Regarding Freshdesk Omni's AI capabilities, the governance and security are adequate, and you can use your own AI by bringing in your own API key of the AI you use. This gives you full control over the generated content and responses, making it more secure. The accuracy and reliability of the output are more accurate in my experience.
For how long have I used the solution?
I have been using Freshdesk Omni for two years.
What other advice do I have?
Requesting feedback on every ticket has helped us understand exactly how to serve clients, and I have seen a fifteen percent increase in time saving.
The advice I would give to others looking into using Freshdesk Omni is that it is highly scalable. You can use it for different purposes such as a customer communication tool, creating support articles and knowledge base, and managing your assets on the cloud. The cost is reasonable. I would advise others to use Freshdesk Omni if they want to save time and reduce costs. I rate this solution an eight out of ten.
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?
Amazon Web Services (AWS)
Benjamin Ongutoye
Integrated asset control has improved support workflows and now boosts customer engagement
Reviewed on Jun 17, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Freshdesk Omni includes three ways. First, I use it to provide customer support through a ticket system whereby clients can create tickets, and then we can respond to them.
Secondly, I also use it as a knowledge base system whereby I can create what we call support articles that can guide clients on the website on how to use our product. Thirdly, I also use Freshdesk Omni as our tool to manage assets internally and to manage tickets internally from our employees of different levels.
For managing assets internally with Freshdesk Omni, we integrate assets from different locations and workstations into the solution. When such an asset, for example, an internet cable, laptops, or printers, gets an issue, we are very sure that the team is going to open a ticket regarding those tools from Freshdesk Omni, and then the technical team is going to follow up and fix the issue.
What is most valuable?
The best features Freshdesk Omni offers are first the integration of assets. For example, you can easily bring in your devices such as laptops, Android phones, and printers using a patch of integration, one command that can bring all assets in one place. You get a clear view of how the tool looks; for example, the user interface looks good, and you know exactly how many tools are installed, how many tools have issues, and how many tools are okay. I also appreciate the reports; you can easily generate reports of tickets, and then you will know exactly the KPIs of which agent is performing well and which one is not performing well.
Secondly, the way customers can rate our tickets when we close them is a great feature; we ask for feedback and then they share, and those are excellent to me.
Freshdesk Omni has improved how we communicate with customers, as they can easily send an email that gets created into a ticket, and then we follow up. Customer engagement has increased by 15%, and it has helped us to save costs. For example, we manage all assets we have, such as laptops, desktops, printers, and internet cables, from one single dashboard, and we track the issues affecting them from one dashboard. Hence, we do not need more engineers, and we just have a few employees operating within Freshdesk Omni, so we save on both costs and time.
We measured the 15% increase in customer engagement by taking the difference before using Freshdesk Omni and when we began using it, allowing us to get the average and know exactly the time that we have increased by 15%. Regarding cost saving, we have saved a lot of costs because we do not need more engineers to work on certain features of our tools; we only need a few, and we have been able to save 30%.
What needs improvement?
What could be improved in Freshdesk Omni is the AI; sometimes it is not very accurate. For example, in generating content to provide auto-responses to clients, it fails to create personalization. The AI lacks clarity and emphasis that fosters a good relationship with our clients, making it difficult for them to understand why this is the AI's response. I believe that it should be more personalized with a lot of empathy and sympathy.
Additionally, another area for improvement is the templates; I found that customizing templates is quite difficult because you need to customize them depending on whether the ticket is solved, pending, or resolved. I think there should be a way to customize once rather than having to go back and forth.
Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.
For how long have I used the solution?
I have been using Freshdesk Omni for three years.
What do I think about the stability of the solution?
Freshdesk Omni is stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is excellent; it is highly scalable.
How are customer service and support?
The customer support for Freshdesk Omni is very effective. I would rate the customer support as 10 out of 10.
How was the initial setup?
Integrating Freshdesk Omni with our existing tools and systems was easy. For example, to integrate the knowledge base, we just logged in to Freshdesk Omni, then configured custom email records. We wanted our desk to be at portal.zurichat.app, so we were able to set those records and integrate them into Cloudflare. Embedding the live chat on our website was also easy; we customized the chat code to integrate it into the head section of the website pages where we wanted the widget to appear. As for integrating devices, it provides a good command that can be run in the terminal to add all devices, and it is easy to import more devices for asset management.
What about the implementation team?
We received two weeks of training from the team, but the system was more intuitive.
What was our ROI?
We have seen a return on investment of 35%.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing was acceptable; it is very affordable. We received a 20% discount because we were able to book a demo and talk to engineers, so pricing and setup costs were all manageable.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, we evaluated Atlassian, but it was a huge tool and more complex to set up, which is why we chose Freshdesk Omni.
What other advice do I have?
Handling updates or upgrades to Freshdesk Omni is a smooth process, as we use it on a cloud; all updates are done automatically.
Freshdesk Omni handles multichannel support effectively; you can easily integrate any channel you want to use, including emails, chat, and social media.
Managing user roles and permissions within Freshdesk Omni is flexible; it allows me to assign roles to determine what features a certain role can access, so it is more flexible and easier.
My advice to others looking into using Freshdesk Omni is that it is cost-friendly, easy to set up, easy to understand, and adaptable with many features; you can manage your assets within the tool, so I would recommend it.
I found this interview to have too many questions; I think you need to make it shorter, more precise, and concise. I would rate this product a 9 out of 10 overall.
Nikhil Kalyankar
Centralized ticket workflows have improved security incident tracking and SLA compliance
Reviewed on Jun 17, 2026
Review from a verified AWS customer
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Freshdesk Omni for around one year and five months when I was in my previous organization.
What other advice do I have?
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.
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?
BahatiAsher Faith
Streamlined customer ticket management has improved response times and strengthened relationships
Reviewed on Jun 16, 2026
Review provided by PeerSpot
What is our primary use case?
I use Freshdesk Omni for ticketing and customer support to respond to tickets that customers send and to customize support portals where they can track their tickets.
The workflow functions as follows: when customers have issues to report about our services and products, they go to their support portal and open a ticket to speak with an agent. The agent then logs into Freshdesk Omni and responds to the ticket, setting ticket priorities such as high, low, or medium, and status such as in progress, completed, open, or closed.
Freshdesk Omni is also used internally to track issues, for example, what is breaking in the company and what needs improvement through tickets that are created internally.
What is most valuable?
The best features Freshdesk Omni offers are ticket templates, which are very easy to customize responses to clients. Using ticket templates allows me to customize responses that are more effective.
Another valuable feature is the use of AI to generate responses. AI can generate good responses based on what the customer has contacted us about, which saves considerable time.
I also appreciate that the user interface is very clear. I can find tickets more easily, including the ones pending, the ones with responses, the ones solved, and the ones closed.
The CSAT survey that we receive from clients when they respond to a solved ticket is extremely valuable. The survey shows how the agent performed and helps us to improve our service delivery.
Freshdesk Omni has positively impacted my organization by helping us stay organized and streamlined with tickets in one place in one portal. Agents can see what customers are really facing with our product and tools, which has given us a better way to ensure we are moving in the direction of our clients and solving their problems. This has resulted in a stable relationship between the product we make and the clients we serve.
The specific outcomes and improvements I have seen are happier customers who expect to receive responses from us as soon as they send a ticket.
What needs improvement?
I would appreciate the addition of automation features, as they would be easy to implement. For example, auto-responses, auto-solutioning through AI, and auto-recommendations to support articles depending on what the person has reported would be beneficial.
I think the mobile application needs improvement. The mobile application could be enhanced so that responses can be made through the mobile application in case someone cannot access the web app on the browser or laptop.
In terms of cost, Freshdesk Omni could minimize pricing because the current cost does not favor smaller businesses using Freshdesk Omni.
For how long have I used the solution?
I have been using Freshdesk Omni for the fourth year.
What do I think about the stability of the solution?
Freshdesk Omni is stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability is very strong. I would rate it around ten out of ten for scalability.
How are customer service and support?
Customer support is excellent. They respond to technical questions on time, and you receive a dedicated account manager that you can always reach out to when you encounter trouble and need to ensure your problem gets solved as soon as possible.
I would rate the customer support ten out of ten.
Which solution did I use previously and why did I switch?
How was the initial setup?
My experience with pricing, setup cost, and licensing has been good. The setup cost is very affordable, and the company has good engineers that can take you through the demo so you understand specifically which features you are more interested in, since the tool comes with a variety of features.
What about the implementation team?
Freshdesk Omni was purchased directly through their own website.
What was our ROI?
I have seen a return on investment with fewer employees needed. I believe you need approximately three to four employees to respond to tickets, and the cost has been saved because of using fewer employees to respond to tickets and using AI to send auto-responses that are solutions to technical questions clients ask. I have seen a great improvement in return on investment of approximately thirty-five percent.
What's my experience with pricing, setup cost, and licensing?
The setup cost is very affordable.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options including Intercom.
What other advice do I have?
My advice to others looking into using Freshdesk Omni is that it comes with more features to use, for example, ticket management and asset management. If you are looking to use a consolidated solution in one portal that can help you respond to customers as well as manage your assets and manage your internal tickets, then Freshdesk Omni is the best choice. I would rate this product an eight out of ten.
Aditya S.
Simple, Powerful, and Effective Helpdesk Software
Reviewed on Jun 12, 2026
Review provided by G2
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.
Sushruth Ram
Unified support hub has reduced resolution time and now enables instant, personalized assistance
Reviewed on Jun 10, 2026
Review from a verified AWS customer
What is our primary use case?
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.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using Freshdesk Omni for two years.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
reviewer2835774
Faced technical API limitations but have supported smooth global help desk data migrations
Reviewed on Jun 08, 2026
Review from a verified AWS customer
What is our primary use case?
I'm working at Help Desk Migration and we are not using Freshdesk Omni, but we do data migrations between all those help desk platforms. We're serving globally so I'm not sure what region is applicable here, but it's popular.
What is most valuable?
I'm more familiar with Freshdesk Omni from API and related technical aspects. Freshdesk and Freshservice are popular. I would say Freshdesk Omni is more suited for small to mid-sized companies rather than big or enterprise organizations.
What needs improvement?
We're working with Freshdesk Omni more on the technical side, on the backbone, and the company is very slow or unwilling to make any progress with their technical side and APIs. The technical infrastructure is very bad.
For how long have I used the solution?
I have been with my current company for approximately four years.
What do I think about the stability of the solution?
I'm not sure because I'm not using Freshdesk Omni as a front-end user, so I cannot answer that question.
What do I think about the scalability of the solution?
I'm not sure about that. The scalability question is more dependent on what our customers choose.
How are customer service and support?
I would rate customer service around a five.
Which solution did I use previously and why did I switch?
I'm not looking for alternate solutions anymore.
How was the initial setup?
I'm not sure about that. I don't know because when customers come to us, they already have their account set up, so we are not a part of the purchasing process.
What about the implementation team?
The implementation was handled by a technical partner.
What was our ROI?
I don't know the ROI because when customers come to us, they already have their account set up, so we are not a part of the purchasing process.
What's my experience with pricing, setup cost, and licensing?
I think the pricing is fair.
Which other solutions did I evaluate?
The choice depends on what the customer is looking for. If their segment is B2B, Pylon is probably a good option. If they need general support in the same price range, Help Scout, Front, or something similar might work. If they are a bigger organization, Zendesk or Intercom are the way to go. Those would be a bit pricier but much more capable.
What other advice do I have?
I have been working with Freshdesk Omni for approximately five and a half to six years. My overall review rating for this product is five.
Bibi A.
Great Platform for Ticket Management and Team Collaboration
Reviewed on Jun 07, 2026
Review provided by G2
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."