Freshdesk Omni
Freshworks Inc.External reviews
3,562 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to Use, Flexible Ticket Automation and Workflows
What do you like best about the product?
Easy to use. Can have full-time agents or collaborators, and restrictions to specific groups of tickets. I like the features for canned responses, email templates, and other automation features for assigning tickets. Lots of flexibility to build into the system based on internal workflows and segmentation of data, customers, etc.
What do you dislike about the product?
Would like to see more controls around SLA tracking.
What problems is the product solving and how is that benefiting you?
Managing a growing number tickets as our customer count grows, and tracking different things on tickets so the details don't get lost.
Streamlined Email Ticketing That Keeps Everything in One Place
What do you like best about the product?
It has a very different ticketing system that supports email, and I don’t need to check my emails separately.
What do you dislike about the product?
Every now and then, our emails get unassigned in Freshdesk, and we then have to raise a ticket to get it sorted.
What problems is the product solving and how is that benefiting you?
customer support team's TAT has reduced
Intuitive Interface, Essential Automations
What do you like best about the product?
I like Freshdesk's user interface and automations. The integrations, rules, and hourly state changes are very well made. It really helps that our agents don't need to check the status of tickets manually, as we have a rule that closes tickets after seventy-two hours if there's no reaction. The Jira integration is also quite useful, allowing us to communicate effectively with our IT team.
What do you dislike about the product?
Maybe the Jira connector. We cannot search sprints. We have a few problems with that, but overall, it's okay. But it could be improved.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage tickets and resolve customer issues, streamlining onboarding processes through its various states.
Simple Yet Effective Ticketing System
What do you like best about the product?
I really like Freshdesk because it's simple and not super complicated to use, which has helped us tremendously. I find the analytics feature really beneficial from my perspective as a call center manager. It allows me to quickly see overall performance, know how many tickets we've received, how many we've resolved, and our average response and resolution times. It's also nice to be able to assign tickets to our agents. The initial setup was simple and went pretty smoothly, and I have no complaints about it.
What do you dislike about the product?
nothing
What problems is the product solving and how is that benefiting you?
Freshdesk helps us stay organized by managing tickets from customers, technicians, and Salesforce. It's simple and not complicated, making it easy to use. The analytics provide insights into our performance, like response and resolution times, which help me as a manager.
Efficient and Customizable Support Platform
What do you like best about the product?
Freshdesk makes ticket management structured and efficient. The automation features reduce manual work for customer support, and the customization options allow us to adapt workflows to our team’s needs. It helps centralize communication and keeps everything organized.
What do you dislike about the product?
Some advanced customizations can take time to configure properly, and certain features could feel more intuitive.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high ticket volumes in a structured way, automate repetitive tasks, and maintain consistent communication with customers. This improves response times, reduces manual errors, and increases overall team efficiency.
Easy to Learn, Efficient Ticketing, and Smooth Integrations
What do you like best about the product?
Freshdesk is easy to pick up, even for new hires. Agents usually don’t need heavy training to start handling tickets efficiently. Transparency on his prices and easy to integrate.
What do you dislike about the product?
Freshdesk’s native reporting works for basics, but it hits a ceiling quickly. The automation tools are powerful, but as rules grow, they become difficult to manage.
What problems is the product solving and how is that benefiting you?
Customers reach out through email, chat, forms, social media, and sometimes phone. Without a system, those conversations live in silos and context gets lost. Freshdesk centralizes all customer interactions into a single ticketing system with a unified timeline.
Clean Interface and Automation That Make Support Work Easier
What do you like best about the product?
Clean Interface and easy navigation make daily support work much less stressful, especially when handling multiple customer queries at once. The ticket automation, SLA management and knowledge base.
What do you dislike about the product?
TAT visibility is not very clear at times, which makes tracking response timelines slightly confusing.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for official customer support work, mainly to handle health checkup queries, bookings, and report-related follow-ups. It helps me track tickets properly, stay professional, and respond to customers without missing any requests.
Easy Setup, Powerful Automations, and Time-Saving Canned Responses
What do you like best about the product?
The ease of use and setup. I Love the fact that I can check on my dashboard from my iPad. The automations allow me to streamline some of tickets automatically, and the canned responses save me tons of time.
What do you dislike about the product?
Some of the reporting functionality is not intuitive. I was not sure how to create a new report without assistance.
What problems is the product solving and how is that benefiting you?
We were utilizing the product to the best of our abilities. Aravind called to see about setting up a meeting to chat about the product and introduced me to Sushanth. Sushanth was exceedingly helpful, he helped me understand how to create a new report, and even taught me how to customize it in ways I was unaware were an option. The call got me excited to spend more time working with the product to see how better it can suit our needs. When I was unable to setup an automation that I wanted I reached out to Sushanth who immediately replied, and is helping me set it up. The customer service is phenomenal.
Freshdesk Automation and Custom Scenarios That Simplify Daily Work
What do you like best about the product?
After migrating to Freshdesk, we immediately appreciated the extensive automation options and the ability to create custom scenarios. This was crucial for us, we were able to configure the system to reflect our actual operations and simplify the team’s daily workload.
What do you dislike about the product?
Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that.
What problems is the product solving and how is that benefiting you?
Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution.
Easy-to-Use Ticketing and Automations That Streamline Project Workflows
What do you like best about the product?
Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions.
What do you dislike about the product?
Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed.
What problems is the product solving and how is that benefiting you?
The ability to keep track of work processes and the communication linked to those jobs.
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