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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 (3577)
Vijaysing P.
Freshdesk Ticket Management Made Easy with Automation and Reporting
Reviewed on Jun 11, 2026
Review provided by G2
What do you like best about the product?
The main thing that I love about Freshdesk is the ticket management system since it allows for easier organization, prioritization, and resolution of customer support issues. This ticket management system is supported by various automation tools, reporting options, and collaborative options.
What do you dislike about the product?
nothing to add this time from my side everything seem fine
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the problem of handling customer support queries from different communication channels with its all-in-one software platform. It integrates ticketing, communication, and support processes into one system that increases the efficiency of the processes involved and leads to improved customer support experiences.
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."
DEEPAK M.
Easy Setup, Great Pricing, and Straightforward Approval Workflows
Reviewed on Jun 05, 2026
Review provided by G2
What do you like best about the product?
Easy to set up and with good pricing. The approval workflow process is straightforward. I used it to create an IT ticketing system, and that experience was great. It’s a very good platform where you can build flows to make your organisation’s workflows more manageable.
What do you dislike about the product?
I didn’t find anything particularly strong or serious to say that I dislike. So, from my side, I wouldn’t say I dislike this software.
What problems is the product solving and how is that benefiting you?
As I already mentioned, Freshdesk has improved my working capability in a measurable way. I created a ticketing and workflow system to take approvals and receive work requests from users through tickets, and that has been very beneficial for me.
NightWing T.
Intuitive, Flexible, and Easy to Use
Reviewed on May 28, 2026
Review provided by G2
What do you like best about the product?
The options and flexibility it provides. It is intuitive and easy to use.
What do you dislike about the product?
There is nothing to dislike so far. Maybe more options for reports?
What problems is the product solving and how is that benefiting you?
It is helping us track tickets and requests, but also connects to our PDQ
Neelakshi S.
A support tool that quietly made our response process less chaotic, smooth, flexible, an
Reviewed on May 27, 2026
Review provided by G2
What do you like best about the product?
What stood out to me first was how quickly the team adapted to it without much training. We muved from shared in boxes and scattered chats into Freshdesk, and suddenly it became easier to track who replied to what and which issues for still hanging. They are automation rules saved us more time than expected, especially for repetitive request that used to eat up half of the day.
What do you dislike about the product?
Reporting is useful though few dashboards felt limited unless you spend time customizing them properly. Also if your team grows quickly managing notifications can become no IC unless you find tune everything early on.
What problems is the product solving and how is that benefiting you?
Now the team has a clearer system for ownership and follow ups. Customers get faster replies, internal communication is cleaner, and it's easier to spot recurring issues instead of reacting to everything manually each day. Freshdesk helped us bring structure to customer support without making the process feels robotic. Before using it, requests came from email, chat and social platforms separately, which led to delayed responses andd duplicate work.
Ashir M.
User-Friendly with Efficient Automation, Slightly Priced High
Reviewed on May 26, 2026
Review provided by G2
What do you like best about the product?
I like how Freshdesk is very simple and organized, making customer support and handling queries for email, chat, and other platforms easier. The automation features are really helpful because they reduce manual work by automatically assigning tickets and managing responses, priorities, etc. It's a cloud-based tool that is easy to learn and use, with a clear interface and good automation tools that are great for both small and medium businesses. Additionally, Freshdesk provides good automation and integrations suitable for scaling support teams. I also appreciate the easier setup and learning curve, better ticket organization, and the cleaner dashboard that makes daily operations smoother.
What do you dislike about the product?
The design is maybe not the best, like add-ons feature requires expensive plans. The software can feel expensive and slow when handling large ticket volumes. There are too many notifications sometimes, and the integration setup could be better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to prevent customer messages from getting lost and to manage support across multiple platforms effectively with a proper record of customer issues.
VINAY P.
Streamlining Support Requests with Smart Automation
Reviewed on May 25, 2026
Review provided by G2
What do you like best about the product?
What stood out most to me about Freshdesk was how effectively it centralized support operations, ticket management, and communication workflows into one structured platform. Before using it, handling requests across email threads, chats, and multiple communication channels created delays, duplicated work, and inconsistent tracking.
The ticketing workflow and automation capabilities were especially valuable because they reduced a lot of repetitive coordination work. Tickets could automatically be categorized, assigned, prioritized, and routed to the correct teams without constant manual intervention. That improved operational visibility and response consistency significantly.
Even newer team members could understand the workflow quickly without extensive onboarding or technical training. The centralized dashboard, SLA tracking, canned responses, and reporting tools made daily support management much more organized.platforms like email systems, collaboration tools, and operational software. Having communication, support tickets, and reporting accessible from one environment improved coordination efficiency considerably. The gamified workflow and performance dashboards were also surprisingly effective for improving team productivity and visibility.
The automation workflows and AI-assisted capabilities helped reduce manual effort around repetitive support tasks, ticket handling, and response preparation during high-volume periods.
The ticketing workflow and automation capabilities were especially valuable because they reduced a lot of repetitive coordination work. Tickets could automatically be categorized, assigned, prioritized, and routed to the correct teams without constant manual intervention. That improved operational visibility and response consistency significantly.
Even newer team members could understand the workflow quickly without extensive onboarding or technical training. The centralized dashboard, SLA tracking, canned responses, and reporting tools made daily support management much more organized.platforms like email systems, collaboration tools, and operational software. Having communication, support tickets, and reporting accessible from one environment improved coordination efficiency considerably. The gamified workflow and performance dashboards were also surprisingly effective for improving team productivity and visibility.
The automation workflows and AI-assisted capabilities helped reduce manual effort around repetitive support tasks, ticket handling, and response preparation during high-volume periods.
What do you dislike about the product?
One limitation I noticed is that advanced reporting and deeper analytics customization can feel restrictive unless higher-tier plans are used. While the standard reports work well for day-to-day operations, more detailed analysis often requires additional configuration or external reporting workflows.
I also experienced occasional slowdowns while handling larger ticket databases or high-volume search requests. Ticket-search performance and historical lookup accuracy could be improved further for organizations managing extensive support histories.
I also experienced occasional slowdowns while handling larger ticket databases or high-volume search requests. Ticket-search performance and historical lookup accuracy could be improved further for organizations managing extensive support histories.
What problems is the product solving and how is that benefiting you?
Before using Freshdesk, customer requests, operational issues, and internal support activities were being tracked across scattered email inboxes, spreadsheets, chat tools, and manual follow-ups. That created inconsistent responses, delayed issue resolution, and difficulty maintaining visibility into ongoing support activities.
Freshdesk solved this by centralizing tickets, communication channels, automation workflows, reporting, and customer interactions into one platform. Instead of manually tracking which issues were resolved or pending, every request became structured, searchable, assignable, and trackable through ticket workflows.
Operational requests, support issues, inventory-related tickets, escalation workflows, and customer communication could all be managed more efficiently through automated routing, SLA tracking, and centralized dashboards. Reporting visibility also helped monitor team productivity, response times, and unresolved ticket trends.
The biggest benefit was reduced manual coordination, faster response handling, improved visibility across support operations, and better workflow consistency without requiring overly complex systems.
Freshdesk solved this by centralizing tickets, communication channels, automation workflows, reporting, and customer interactions into one platform. Instead of manually tracking which issues were resolved or pending, every request became structured, searchable, assignable, and trackable through ticket workflows.
Operational requests, support issues, inventory-related tickets, escalation workflows, and customer communication could all be managed more efficiently through automated routing, SLA tracking, and centralized dashboards. Reporting visibility also helped monitor team productivity, response times, and unresolved ticket trends.
The biggest benefit was reduced manual coordination, faster response handling, improved visibility across support operations, and better workflow consistency without requiring overly complex systems.
Philip F.
Streamlined Support with Efficient Ticket Management
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to manage customer support tickets, live chat, and self-service help articles. It centralizes emails, routes requests to the right team member, and tracks resolution times efficiently. I appreciate that Freshdesk solves missed emails and slow response times by organizing all support channels in one place. The automation rules and reporting save a ton of time, and the interface doesn’t get in the way when I'm busy. I also like how it was easier to set up compared to Zendesk and cheaper for our team size, making it an attractive choice. The setup was pretty straightforward, and the guided onboarding helped a lot.
What do you dislike about the product?
Custom reporting and automation are limited on lower plans. The mobile app feels slower than desktop. Advanced features cost extra, so scaling gets expensive for small teams.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support tickets, live chat, and help articles. It centralizes emails, routes requests efficiently, and solves missed emails, slow response times, and scattered conversations by organizing all support channels in one place.
Sunil K.
Intuitive, User-Friendly Ticketing That Keeps Support Teams Moving
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has an incredibly intuitive, user-friendly interface. It makes it easy for our support agents to track, prioritize, and respond to customer tickets, all without a steep learning curve.
What do you dislike about the product?
While the basic features are solid, the advanced reporting and analytics tools can feel a bit rigid. Building and customizing more complex reports to track specific team metrics ends up taking more effort than it should.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us tackle the chaotic challenge of managing customer issues across separate channels by bringing email, live chat, and social media inquiries into one organized dashboard. Before we started using it, our team often ran into duplicated work, overlapping efforts, and delayed responses. Now we can provide real-time, conversational support while also logging more complex complaints without friction. The biggest benefit has been the noticeable improvement in response times and overall team productivity, which has directly led to higher customer satisfaction and a far more organized workflow.