Freshdesk Omni Reviews

Our main use case for Freshdesk Omni is getting the tickets or queries from customers whenever our portal is down or they need some information from us.

For example, if a customer wants to implement something in our service, we are doing an SFTP Go Go migration from SFTP legacy, so if they need to store their files in a GCS bucket, they will raise a ticket to us via Freshdesk Omni to implement that based on the urgency of the ticket.

Most of the time, we also get requests from customers to reset their account if they enter an incorrect password multiple times and that account gets locked out. They will raise a ticket to us and we will help them out. We have numerous queries which we get from customers.

The best features Freshdesk Omni offers include a very simple UI where in the dashboard itself, we can see how many tickets are in an unassigned state, how many are currently due today, or how many our team has resolved, making it very easy to understand and very fast and quick.

The dashboard of Freshdesk Omni helps us manage our tickets day-to-day by saving our time. On the homepage itself, you will be able to see unassigned tickets, for example ten, or priority tickets which are due today. Then, if you click on that, a simple click allows you to see all the tickets, and when you scroll down, you will see customer satisfaction percentage, showing how happy they are.

Freshdesk Omni has too many features, and I would also say that we have email support, call options, and you can also chat with the customer.

Freshdesk Omni has impacted us positively in our organization. We have saved a lot of time after implementing it, and the support we get, such as the ticket and communication with the client, is very rapid, happening very quickly over Freshdesk Omni.

The customization on Freshdesk Omni is limited, so if the user gets more options to customize it, it would be much better.

Other than that, everything looks good with Freshdesk Omni.

I have been working in my current field for seven years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability allows us to scale to numerous users, and it is easy to scale, but as you do the scaling, it becomes more costly.

The customer support for Freshdesk Omni is good.

Not at that company, but I have used different tools in a different organization.

I have not purchased Freshdesk Omni myself. My company has done that, and it was already deployed in our organization, so I have never done the setup from scratch.

I purchased Freshdesk Omni through the AWS Marketplace.

Money has been saved, definitely, even on the time saved. For employees, we have a team of nine members, and all of them are using Freshdesk Omni under our project.

Before choosing Freshdesk Omni, I evaluated other options, including ServiceNow before Freshdesk. We have also used a Jira ticketing tool.

My advice to others looking into using Freshdesk Omni is to please go ahead, as it is one of the best tools in the market with a large customer base of more than 60,000. I have given this review a rating of 9.

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.

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.

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.

I have been using Freshdesk Omni for three years.

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.

I would rate this product a 9.

I am a product consultant who runs a company. I pitch Freshworks products for multiple customers, and many of my customers work with Freshdesk and other Freshworks tools. I use Freshworks products for demonstration purposes to show demos to my customers.

My customers in the segment I am delivering to benefit primarily from automation features. The AI, Freddy Insights, and related tools are helping them with reporting, getting ticket details, and dashboarding. In operations, AI is not much needed due to either business or technology constraints. However, it would definitely be very helpful in the healthcare and pharmaceutical segments.

The ticket generation from multiple sources is a feature I find most valuable in Freshdesk Omni. Apart from that, the chatbot feature is also essential. Most of my customers want to implement chatbot features on their applications or websites so their end users can raise tickets through chat resources directly from the website instead of writing emails to the support desk, which then get converted into tickets. This improves their end users' user experience significantly. Additionally, they are looking to implement phone and calling features.

The automation feature, which I developed with my fellow team, has helped improve productivity. Automations have been implemented across most of our channels to add additional product IDs and application information to tickets. We create custom fields that are filled automatically through automations, and we have also implemented API details. This automation eliminates significant manual effort and hassle.

Freshdesk Omni can be improved in multiple ways. The APIs sometimes have rate limit issues, and I have had to raise requests to increase the API limit for several of my customers. For some subscriptions like basic or free, customers see API rates that are too low. It would be better if you increased the API rate limit so that customers do not need to raise support requests to resolve this issue.

Secondly, there are marketing and branding aspects that need improvement. While logos work fine in chatbots, customers are unable to use certain features, such as uploading documents from websites.

I have been using this solution for four to five years.

My approach to customer service depends on the customer experience feedback I receive. I use a prepared checklist to mark customer feedback as success criteria. Based on the input given by customers, I measure both the successful and unsuccessful aspects of the service.

Positive

I would evaluate the impact of Freshdesk Omni on my issue escalation processes as much better than my previous solutions. It really helps resolve most of the ongoing process problems. I have migrated from Jira to Freshdesk and from ServiceNow to Freshdesk.

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.

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.

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.

I have been with my current company for approximately four years.

I'm not sure because I'm not using Freshdesk Omni as a front-end user, so I cannot answer that question.

I'm not sure about that. The scalability question is more dependent on what our customers choose.

I would rate customer service around a five.

I'm not looking for alternate solutions anymore.

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.

The implementation was handled by a technical partner.

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.

I think the pricing is fair.

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.

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.