Freshdesk Omni Reviews

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.