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.
Great Fit for a Small Team with a Generous Trial and Helpful Integrations
What do you like best about the product?
Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us.
What do you dislike about the product?
I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage my department's workload, creates continuity of service, and a single point of entry for our incidents, requests, and questions.
Promised Discount Revoked and Commitments Missed—Pricing Trust Issues
What do you like best about the product?
Good blend of features and relative simplicity
What do you dislike about the product?
We are a long-time user of Freshdesk (~10 years) and Freshchat (~6 years). A little over a year ago, they promised that if we upgraded our 10 seats to Enterprise, we'd have a permanent 29% discount. One year later they revoked that and started to charge full list price. They have missed multiple commitments to get back to us with a resolution. When they finally returned with a proposal, it was to switch to annual billing and get its "12 months for the price of 10" pricing, plus 10%. In short, they seem to be focused on hitting internal sales metrics instead of living up to their commitments.
Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools
Other issues:
- the knowledgebase does not allow a single copy of an article that can be linked to from other categories -- you have to create multiple copies of the same content.
- you can't have short and long versions of the same article accessible from Freshchat and Freshdesk
- there has been separation of Freshdesk and Freshchat, but they seem to be fixing that.
- poor anti-spam tools
What problems is the product solving and how is that benefiting you?
It is the only support tool we have used for 10 years, since we left Salesforce's Desk product, although that may change.
Streamlined Our District Helpdesk Efficiently
What do you like best about the product?
I like that Freshdesk is easy to use and there are several ways to put in and report issues by tickets. I also appreciate that teachers and staff can communicate and report problems by either logging in and filling out or emailing an address, and the system creates the tickets for them. This helps in managing time and setting priorities for issues.
What do you dislike about the product?
They have a part that makes the closing of tickets a contest. It is easy to fool and get top spot without doing a whole lot with solving issues.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for time management, setting priorities for issues, and providing a communication channel for teachers and staff to report problems timely. It's easy to use with multiple ways to submit and manage ticket issues.
Simple Interface, Powerful Features, and Easy to Learn
What do you like best about the product?
Simple interface but powerful features. Very easy to use, learning curve is short
What do you dislike about the product?
Reporting exports are not useful and confusing
What problems is the product solving and how is that benefiting you?
Centralized management of support tickets. Benefits and rewards us in time saved.
Outstanding Real-Time Analytics and Canned Responses for Faster, Consistent Support
What do you like best about the product?
The customizable dashboard and real-time analytics are outstanding - I can track ticket volumes, response times, and SLA compliance across multiple brands at a glance.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
Canned responses have been a game-changer for our team. We manage 15+ brands and can maintain consistent, brand-specific responses while dramatically reducing response time. This helped us reduce our average first response time by 37%.
The ticket categorization system is robust - we can filter by Type, Platform, Priority, and Status, making it easy to route tickets efficiently and prioritize urgent issues.
The email integration works seamlessly, and the team performance features (leaderboards, badges, trend analysis) help motivate our team and drive continuous improvement.
What do you dislike about the product?
The initial setup complexity can be challenging, particularly the email forwarding configuration and DNS record setup for domain authentication. The DKIM CNAME record configuration requires technical expertise and coordination with IT teams.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
While the platform is feature-rich, some workflow automation could be more intuitive. We often rely on external tools like Grammarly for quality assurance of responses, which should ideally be built in.
Reporting customization could be more flexible - while the standard reports are good, creating custom views for specific business needs sometimes requires workarounds.
What problems is the product solving and how is that benefiting you?
Freshdesk centralizes our multi-brand guest services operation, allowing us to efficiently manage support for 15+ brands from a single platform while maintaining clear separation and brand-specific workflows through Groups.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Key problems solved:
1. Scalability - We handle 170,000+ tickets annually with a lean team. Freshdesk's automation and canned responses let us scale without proportionally increasing headcount.
2. Response time consistency - We maintain our 48-hour SLA commitment across all brands, with real-time tracking preventing tickets from falling through the cracks.
3. Quality control - Standardized responses and ticket categorization ensure consistent, professional communication regardless of which agent handles the ticket.
4. Performance visibility - Dashboards and analytics help us identify bottlenecks quickly and coach team members effectively. We've achieved a 37% reduction in first response time and improved efficiency by 93%.
5. Client reporting - Built-in analytics make monthly reporting to our brands straightforward, showing ticket volumes, trends, and resolution metrics.
Freshdesk Makes Patient Support Organized, Professional, and Easy to Manage
What do you like best about the product?
I work as a Dietician and Nutritionist, manage a homeopathy clinic, and also create health education and teaching content. My work involves handling patient queries, follow-up questions, and general support communication. Freshdesk helps manage this type of communication in a more organized and structured way.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What I like most about Freshdesk is its ease of use. The interface is simple and does not feel technical, so it is easy to understand even without prior experience. Basic tasks like checking queries, replying, and tracking conversations feel smooth.
Setting up Freshdesk and getting started with ticket handling is straightforward. It does not require much effort to understand how things work, which makes it suitable alongside regular clinic work.
Freshdesk brings all support-related communication into one place. This helps avoid missing messages and makes it easier to review past conversations when needed. It improves clarity in patient communication and follow-ups.
I have used Freshdesk mainly when support or query management was required, and it fit well into clinic coordination work. The features provided are practical and focused on real support needs.
The tool offers a good number of features without making things complicated. Email integration and conversation history are especially useful for keeping communication organized.
Overall, Freshdesk supports a more professional and systematic way of handling support and communication. It helps keep queries organized, responses timely, and clinic communication easier to manage.
What do you dislike about the product?
There are no strong issues that stand out for me in Freshdesk. At first, it takes a little time to get used to how different sections are arranged, especially if someone is new to support tools. After some use, things start to make sense.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
For basic support work, the platform offers many options, so understanding which ones are actually useful for your work can take a bit of time. This is more about getting comfortable with the tool rather than a problem with the software itself.
lThese are small adjustment points and do not take away from the value Freshdesk provides for managing support and communication.
What problems is the product solving and how is that benefiting you?
Handling patient queries and follow-up messages from different places can become confusing and time-consuming. Freshdesk helps by bringing all support communication into one system, so messages do not get missed or lost.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
It makes it easier to track who asked what and whether a response has already been given. This is useful when managing follow-ups, appointment-related questions, or general clinic queries.
Freshdesk also helps keep communication more organized. Queries can be handled in a proper order instead of replying randomly, which improves clarity and avoids repeated questions.
Another benefit is that past conversations are easy to check. This helps understand context before replying and makes responses more accurate and professional.
Overall, Freshdesk saves time, reduces confusion, and supports smoother communication. It helps manage support work in a more structured way, which is useful for clinic coordination and patient communication.
Efficient customer service
What do you like best about the product?
ease of use and quick learning for new users
What do you dislike about the product?
the closure of the modification of your reports
What problems is the product solving and how is that benefiting you?
customer service
Accessibility, agility, and total control of customer requests in a single dashboard.
What do you like best about the product?
Ease, availability, cost, and tools
What do you dislike about the product?
Reports in agile culture mode. Easier integrations with other tools, without the need for a developer.
What problems is the product solving and how is that benefiting you?
Customer service whenever I have new requests I can handle them quickly and return to the customer with pre-defined steps.
Freshdesk in Everyday Life: Intuitive Ticket Processing, Easy Exchange Integration & Strong Branding
What do you like best about the product?
One has the possibility to edit tickets very simply, and when necessary, the numerous other functions come into play. The integration with Exchange is super easy and just as simple to administer.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
The management of agents is also very good: You can set up access for them within minutes and organize everything neatly. To customers, the whole thing also appears professional because you can brand many things in the look of your own company.
There are also many options for customers, so they are always up to date on the status of their ticket – whether by email or directly in the portal. We haven't needed customer support so far, which is also a very good sign for me.
We use Freshdesk in everyday life and wouldn't give it up so easily.
What do you dislike about the product?
The contact management is generally good. However, if you want to use Freshdesk for internal purposes, where often a name and an email address are sufficient, Freshdesk unfortunately does not suffice. Instead, you have to provide additional information, even though it is not really necessary in such cases.
What problems is the product solving and how is that benefiting you?
We needed Freshdesk so that our customers have an easy way to reach us, and Freshdesk has definitely achieved that. Additionally, we also use it internally as a ticketing system. This allows us to clearly capture and address emerging issues and topics.
Intuitive, Stable, and Easy to Set Up
What do you like best about the product?
I like that Freshdesk is intuitive, which makes it easy to use. I also appreciate its stability in daily performance. Additionally, I found that the initial setup was very easy.
What do you dislike about the product?
reports with a slight delay in data loading
What problems is the product solving and how is that benefiting you?
I use Freshdesk for the centralization of requests, prioritization, tracking, and traceability.
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