Freshdesk Omni Reviews

My main use case for Freshdesk Omni includes three ways. First, I use it to provide customer support through a ticket system whereby clients can create tickets, and then we can respond to them.

Secondly, I also use it as a knowledge base system whereby I can create what we call support articles that can guide clients on the website on how to use our product. Thirdly, I also use Freshdesk Omni as our tool to manage assets internally and to manage tickets internally from our employees of different levels.

For managing assets internally with Freshdesk Omni, we integrate assets from different locations and workstations into the solution. When such an asset, for example, an internet cable, laptops, or printers, gets an issue, we are very sure that the team is going to open a ticket regarding those tools from Freshdesk Omni, and then the technical team is going to follow up and fix the issue.

The best features Freshdesk Omni offers are first the integration of assets. For example, you can easily bring in your devices such as laptops, Android phones, and printers using a patch of integration, one command that can bring all assets in one place. You get a clear view of how the tool looks; for example, the user interface looks good, and you know exactly how many tools are installed, how many tools have issues, and how many tools are okay. I also appreciate the reports; you can easily generate reports of tickets, and then you will know exactly the KPIs of which agent is performing well and which one is not performing well.

Secondly, the way customers can rate our tickets when we close them is a great feature; we ask for feedback and then they share, and those are excellent to me.

Freshdesk Omni has improved how we communicate with customers, as they can easily send an email that gets created into a ticket, and then we follow up. Customer engagement has increased by 15%, and it has helped us to save costs. For example, we manage all assets we have, such as laptops, desktops, printers, and internet cables, from one single dashboard, and we track the issues affecting them from one dashboard. Hence, we do not need more engineers, and we just have a few employees operating within Freshdesk Omni, so we save on both costs and time.

We measured the 15% increase in customer engagement by taking the difference before using Freshdesk Omni and when we began using it, allowing us to get the average and know exactly the time that we have increased by 15%. Regarding cost saving, we have saved a lot of costs because we do not need more engineers to work on certain features of our tools; we only need a few, and we have been able to save 30%.

What could be improved in Freshdesk Omni is the AI; sometimes it is not very accurate. For example, in generating content to provide auto-responses to clients, it fails to create personalization. The AI lacks clarity and emphasis that fosters a good relationship with our clients, making it difficult for them to understand why this is the AI's response. I believe that it should be more personalized with a lot of empathy and sympathy.

Additionally, another area for improvement is the templates; I found that customizing templates is quite difficult because you need to customize them depending on whether the ticket is solved, pending, or resolved. I think there should be a way to customize once rather than having to go back and forth.

Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.

I have been using Freshdesk Omni for three years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is excellent; it is highly scalable.

The customer support for Freshdesk Omni is very effective. I would rate the customer support as 10 out of 10.

Integrating Freshdesk Omni with our existing tools and systems was easy. For example, to integrate the knowledge base, we just logged in to Freshdesk Omni, then configured custom email records. We wanted our desk to be at portal.zurichat.app, so we were able to set those records and integrate them into Cloudflare. Embedding the live chat on our website was also easy; we customized the chat code to integrate it into the head section of the website pages where we wanted the widget to appear. As for integrating devices, it provides a good command that can be run in the terminal to add all devices, and it is easy to import more devices for asset management.

We received two weeks of training from the team, but the system was more intuitive.

We have seen a return on investment of 35%.

My experience with pricing, setup cost, and licensing was acceptable; it is very affordable. We received a 20% discount because we were able to book a demo and talk to engineers, so pricing and setup costs were all manageable.

Before choosing Freshdesk Omni, we evaluated Atlassian, but it was a huge tool and more complex to set up, which is why we chose Freshdesk Omni.

Handling updates or upgrades to Freshdesk Omni is a smooth process, as we use it on a cloud; all updates are done automatically.

Freshdesk Omni handles multichannel support effectively; you can easily integrate any channel you want to use, including emails, chat, and social media.

Managing user roles and permissions within Freshdesk Omni is flexible; it allows me to assign roles to determine what features a certain role can access, so it is more flexible and easier.

My advice to others looking into using Freshdesk Omni is that it is cost-friendly, easy to set up, easy to understand, and adaptable with many features; you can manage your assets within the tool, so I would recommend it.

I found this interview to have too many questions; I think you need to make it shorter, more precise, and concise. I would rate this product a 9 out of 10 overall.

Private Cloud

Google

I use Freshdesk Omni for our inter-department communication and also for connecting with our clients, where the client would raise a request on Freshdesk and it was rerouted to our internal Freshdesk where we had a separate CRM. The use case was very different in that regard, and we would solve the tickets from there.

I believe the best features in Freshdesk Omni are the history that it maintains. Pretty much everyone has the same capability, even Salesforce maintains chat history and calls are integrated within Salesforce. Emails are also interlinked with your Gmail, and whenever you send an email to a client, it is automatically tagged and reflected on your CRM, whether it is Salesforce or Freshdesk. Freshdesk had the same functionality, so it was not different between Salesforce or Freshdesk.

I would prefer to see AI integrated with Freshdesk Omni where it could check the whole history and summarize my email if I need to reply to a client. By checking the history and account status based on our previous conversations, it could analyze and draft an email where I would obviously add a personal touch later. This would be a time-saving feature.

The key benefits that I have observed from using Freshdesk Omni are clarity, efficiency in work, ease of use, and the ability to connect different platforms such as JIRA. We connected Freshdesk Omni with JIRA as project managers who used Freshdesk while our internal team, product managers, and the main tech teams and developers used the JIRA tool. Connecting Freshdesk with JIRA was easier compared to other sales platforms. I am still uncertain about how Salesforce works because it has been a long time since I used Salesforce, but with Freshdesk Omni, it was easier to connect with different platforms.

The automated workflows that we had with the ticketing in Freshdesk Omni helped to improve productivity for us because previously we used Excel. It was a very tedious job because Excel sheets are not linked, and it requires many manual formulas to set up and automate. Linking the sheets and applying formulas becomes very tedious at a certain point. Having a CRM where tracking everything is on one side makes it much easier.

I believe there are many subtasks and sub-tickets which could be implemented in Freshdesk Omni. However, I would say not every aspect of the CRM should be limited, because the more subtasks or sub-modules which are created, it becomes a lengthy process again. A person who has recently joined would need to read the whole history and chat, which is again a waste of time. If Freshdesk Omni could integrate AI to summarize the whole picture of what has been done, what the status is, and what the previous problem was, it would be beneficial. If it could summarize in a good paragraph, it would be easier for everyone who has recently joined, or if the client has changed, or if the project manager for that particular client has changed. The new person coming in would find it much easier to read and understand the client behavior, where the client is in their journey, what the client's vision is, and how the previous product or project manager has interacted with the client. That would make it much easier in that case.

I have been using Freshdesk Omni for only four months.

We did not opt for other options or solutions available in the market as it was my manager's call. We have also used HubSpot, and I have previously used Salesforce. HubSpot is okay, and I would rate it a three. However, it is very cost-effective, and people use it a lot when comparing to these three CRMs. We just went with a trial version to see how this CRM works.

I believe we have paid 1,500 rupees per user for one month for Freshdesk Omni.

We used just the basic version of Freshdesk Omni, and that alone charged 1,500 rupees per person. If you have a team of 50, then 50 multiplied by 1,500 would come to around 30,000 or 40,000 rupees, somewhere around 50,000 to 70,000 rupees per month. Having the basic version and paying 50,000 to 70,000 rupees, I feel it is way too much for just a basic version. I would still understand if it was a premium version, but I think it is on the higher end for just the basic version.

In comparison to Salesforce and HubSpot, pricing is where HubSpot stands first as it is on the more affordable end. Freshdesk Omni is in the middle. However, Salesforce provides value for money. The user experience I have had with Salesforce is the best, and it is better than Freshdesk Omni, in my opinion. By the time I used it in 2024, the features they had introduced for segregating each account or client were way more efficient and clearer than what I experienced with Freshdesk Omni.

We had automated workflows in Freshdesk Omni where a client would raise query tickets, and it was rerouted within Freshdesk where we would get the specific tickets. There was a round robin setup which was handled by my manager, so he would assign the tickets to each team member by seeing their buckets and how many tickets were pending or solved. Depending on the weightage and the solution, he would give the tickets accordingly or split them between the teams depending on each other's bandwidth.

I evaluated the impact of Freshdesk Omni on our issue escalation process, and it remained pretty much the same because the only difference was the visibility aspect where we get to know the effectiveness of the escalations when compared to manual processes. Without having a CRM and with having a CRM, any CRM would provide this benefit. However, the efficiency to solve a problem and the clarity which it brings is way better when compared to not having any CRM in your company.

We were in a stage of building metrics and data points to measure the success of Freshdesk Omni's omnichannel support with the help of our clients, but it was just halfway through and things got different. The company moved in a different direction, so we all got laid off. We were about to implement it and were discussing it, but it was just in a preliminary stage and we could not move further with the data points.

I would try to advise others looking into implementing Freshdesk Omni to try with the premium version. I am sure that they have specific modules in there, and I believe they have integrated AI now. It was a discussion back then itself as they were pitching the premium version, but due to budget constraints, we could not move forward. I would surely recommend that instead of going with the basic version, try the premium version first, then analyze and come back to the basic version if it does not favor the business.

I would rate this review as a six overall.

In our organization, we utilize Freshdesk Omni as a comprehensive customer support solution, serving as a centralized platform for managing customer interactions across multiple channels, which include email, phone, chat, and social media. It addresses disparate support channels and manual ticket routing.

We utilize Freshdesk Omni to handle customer complaints and keep a record of them in terms of ticketing tool, which has helped us manage workload across multiple support channels from a single window. It also allows us to combine tickets, chats, and call routing by defining a limit for each agent in our team individually.

Freshdesk Omni offers best features such as disparate support channels, manual ticket routing, lack of customer context, managing multiple channels, handling ticket assignment from multiple channels, and combining tickets, chats, and call logs all in one platform.

Combining tickets, chats, and call routing enables us to manage workload across multiple support channels from a single window while saving a lot of time.

Freshdesk Omni has positively impacted our organization by helping us reduce operational costs, such as through automating tasks, and we have been able to reduce our operational cost from 30 to 55%. It has reduced manual work and enhanced collaboration. At the beginning, employees faced challenges adapting to the system, but eventually, they learned how to use it. It is very easy to use, train, and is very adaptable.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

I have noticed regular ticket updates or lag in call pop-ups, especially during high call volumes, which could be improved.

I have not really noticed any significant areas where Freshdesk Omni could be improved; the customization of fields and SLAs is great.

I have been using Freshdesk Omni for six years.

Freshdesk Omni is very stable.

Freshdesk Omni's scalability is very effective; it grows with my organization's needs.

The customer support provided by Freshdesk Omni is very proactive and supportive.

Positive

I previously used Zoho Desk, and we switched from Zoho Desk to Freshdesk Omni because the features and functionality were similar to Zendesk, but the initial cost was lower, and they were very helpful with the initial configuration and deployments.

According to my experience, there is not much to dislike or state that Freshdesk Omni needs improvement, but I would highlight that the initial setup with Microsoft 365, specifically email filtering, was time-consuming to configure. Additionally, setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.

Before choosing Freshdesk Omni, I evaluated other options, specifically the Zendesk Suite.

I would rate Freshdesk Omni an eight out of ten.

I choose this rating because it is very easy to use, cost-effective, and for any typical technical support help desk use case, Freshdesk Omni has been great. It has advanced features for automating responses and canned answers where appropriate. I appreciate the AI functionality, which seems good, but we are not leveraging it at this point, given the volume of tickets.

Freshdesk Omni is one of the best solutions, very cost-effective and affordable.

We save time by having a single source system to interact with our customers and easily track issue history. Customers appreciate the value of viewing their tickets in the customer portal, and they often provide feedback on closed tickets to track satisfaction scores.

Freshdesk Omni has all the functionality you will need whether you are a small business or an enterprise. It is perfectly suitable for any size of organization.

My advice to others looking into using Freshdesk Omni is that it has been great and has advanced features for automating responses and canned answers where appropriate, which saves a lot of time. Therefore, I highly recommend it as a tool.

Public Cloud

Amazon Web Services (AWS)

My main use case for Freshdesk Omni is customer support, whereby I am able to use the live chat to respond to customer inquiries through our website. I integrate the live chat of Freshdesk Omni into our website, and when clients land on the website, they can initiate a chat with us, and then the agent responds in real time.

I also use the ticketing management with Freshdesk Omni to respond to tickets. For example, if an issue needs a longer time to be resolved, I can turn the live chat into a ticket, and then the client can follow up through their support portal. Ticketing management is also something that I use.

The best features Freshdesk Omni offers are customization options. I am able to customize the live chat widget to look our brand, for example, with our own branding of fonts, logos, and color. That really stands out for me. The ability to use the custom support portal, whereby we are able to bring our own DNS record and use the support portal from our link, for example, support@easyagric.com, is also great. That gives us total control of our brand.

Another feature of Freshdesk Omni would be the auto-response. The auto-response from the AI is very easy. For example, when clients send a message, the AI is able to respond to them as soon as possible. When it cannot respond, that is when it can route the chat to the agent.

Freshdesk Omni has positively impacted our organization by providing timely response through live chat, which has helped us to gain more customer engagement that has led to more sales. Freshdesk Omni contributes to sales growth because it provides real-time chat with customers, the customers now trust our brand, and it is easier for them to make a sale with us because they trust the team they are buying from. I have seen an increase in sales by 56% since we used Freshdesk Omni.

From my perspective, Freshdesk Omni needs improvement in channels. For example, using WhatsApp is more expensive and it is lengthy to integrate WhatsApp into Freshdesk Omni, not in the way other tools are really very simple. Another area would be the DNS. For example, it takes something around 72 hours for DNS records to be verified. If you want to use a custom email, for example, support@yourdomain.com, you will need to wait for the DNS to be verified. This is something they need to work on.

I have been using Freshdesk Omni for four years.

Freshdesk Omni is stable.

Freshdesk Omni is more scalable.

The customer support for Freshdesk Omni is awesome.

We used Zendesk previously. We switched because Zendesk was a bit more bulky and expensive.

I find the integration process with my website for Freshdesk Omni straightforward, just generating the code and then pasting it in the website footer and the live chat would appear instantly and I can start right away chatting with clients.

I found the process of customizing the live chat widget and setting up my own DNS record for Freshdesk Omni simple. I did not need any support.

I have seen a 15% return on investment.

My experience with pricing, setup cost, and licensing for Freshdesk Omni is that pricing is reasonable. It is more affordable for anyone to use.

I evaluated other options before choosing Freshdesk Omni, specifically Intercom, but Intercom was more limited.

My advice to others looking into using Freshdesk Omni is that it is simple to use, simple to understand, and simple to deploy, so you can go for it.

I rate the customer support for Freshdesk Omni a 10.

I decide to rate Freshdesk Omni a 10 because it is so easy for me. I appreciate the dashboard, the usability, everything, and the pricing.

Regarding Freshdesk Omni's AI capabilities, I think the governance and security are more secure. I have not seen any issue.

Regarding Freshdesk Omni's AI capabilities, I think it is more accurate and the output is positive. I rate Freshdesk Omni an overall score of 10.

Public Cloud

Other

I use Freshdesk Omni for ticketing and customer support to respond to tickets that customers send and to customize support portals where they can track their tickets.

The workflow functions as follows: when customers have issues to report about our services and products, they go to their support portal and open a ticket to speak with an agent. The agent then logs into Freshdesk Omni and responds to the ticket, setting ticket priorities such as high, low, or medium, and status such as in progress, completed, open, or closed.

Freshdesk Omni is also used internally to track issues, for example, what is breaking in the company and what needs improvement through tickets that are created internally.

The best features Freshdesk Omni offers are ticket templates, which are very easy to customize responses to clients. Using ticket templates allows me to customize responses that are more effective.

Another valuable feature is the use of AI to generate responses. AI can generate good responses based on what the customer has contacted us about, which saves considerable time.

I also appreciate that the user interface is very clear. I can find tickets more easily, including the ones pending, the ones with responses, the ones solved, and the ones closed.

The CSAT survey that we receive from clients when they respond to a solved ticket is extremely valuable. The survey shows how the agent performed and helps us to improve our service delivery.

Freshdesk Omni has positively impacted my organization by helping us stay organized and streamlined with tickets in one place in one portal. Agents can see what customers are really facing with our product and tools, which has given us a better way to ensure we are moving in the direction of our clients and solving their problems. This has resulted in a stable relationship between the product we make and the clients we serve.

The specific outcomes and improvements I have seen are happier customers who expect to receive responses from us as soon as they send a ticket.

I would appreciate the addition of automation features, as they would be easy to implement. For example, auto-responses, auto-solutioning through AI, and auto-recommendations to support articles depending on what the person has reported would be beneficial.

I think the mobile application needs improvement. The mobile application could be enhanced so that responses can be made through the mobile application in case someone cannot access the web app on the browser or laptop.

In terms of cost, Freshdesk Omni could minimize pricing because the current cost does not favor smaller businesses using Freshdesk Omni.

I have been using Freshdesk Omni for the fourth year.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is very strong. I would rate it around ten out of ten for scalability.

Customer support is excellent. They respond to technical questions on time, and you receive a dedicated account manager that you can always reach out to when you encounter trouble and need to ensure your problem gets solved as soon as possible.

I would rate the customer support ten out of ten.

I had previously used Zendesk, but I switched because Zendesk was not giving me exactly what I wanted. For example, the cost was ever increasing, and setting up the tool was lengthy.

My experience with pricing, setup cost, and licensing has been good. The setup cost is very affordable, and the company has good engineers that can take you through the demo so you understand specifically which features you are more interested in, since the tool comes with a variety of features.

Freshdesk Omni was purchased directly through their own website.

I have seen a return on investment with fewer employees needed. I believe you need approximately three to four employees to respond to tickets, and the cost has been saved because of using fewer employees to respond to tickets and using AI to send auto-responses that are solutions to technical questions clients ask. I have seen a great improvement in return on investment of approximately thirty-five percent.

The setup cost is very affordable.

Before choosing Freshdesk Omni, I evaluated other options including Intercom.

My advice to others looking into using Freshdesk Omni is that it comes with more features to use, for example, ticket management and asset management. If you are looking to use a consolidated solution in one portal that can help you respond to customers as well as manage your assets and manage your internal tickets, then Freshdesk Omni is the best choice. I would rate this product an eight out of ten.

Public Cloud

Google

My main use case for Freshdesk Omni is utilizing artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to our user queries in under a minute. Integrating AI into our process has improved overall service quality and user satisfaction.

A specific example of how I use Freshdesk Omni's AI capabilities in my daily workflow is when I consider a use case where I am answering questions manually, and the same can also be done with the help of an AI tool. Freshdesk Omni does it with the AI tool, hence saving cost and able to serve a lot of customers simultaneously.

The best features Freshdesk Omni offers include self-service, agent-led conversational support plus advanced ticket management for issues that require collaboration across teams. Additionally, it provides automation with communication tools, integration with third-party services, and customization of fields and SLAs.

Out of all those features, the one that has had the biggest impact for my team is the advanced features of automating responses and canned answers where appropriate. The AI functionality is strong and saves time through a self-service portal. It is able to answer all the queries that our customers have.

Self-service when we are closed is great. The AI takes over and provides quick responses for simple questions.

Freshdesk Omni has positively impacted my organization by automating processes, resulting in significant cost savings. There have also been cost savings through AI where they answer the questions. It has also enhanced efficiency, making the overall experience smooth and effective for both the requester and the administration team. Additionally, it elevates our support team, customer service, and boosts our productivity by allowing the support team to focus on other strategic tasks. We have also been able to save a lot of time through the automation of AI and bots. As customer support, we do not have to respond to our customers directly unless the question is very advanced or they require human intervention.

I can share that it has elevated our customer support by 65 percent when it comes to time saved and cost savings.

Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.

I have been using Freshdesk Omni for 5 years.

I did purchase Freshdesk Omni through the AWS Marketplace.

My advice for others looking into using Freshdesk Omni is to focus on performance and internal communications.

Before we wrap up, I would like to share that I love how with Freshdesk Omni, we have been able to resolve customer concerns faster while boosting our agent productivity and improving our internal communication in my organization.

I would rate this product as an 8 out of 10.

Public Cloud

Amazon Web Services (AWS)

My main use case for Freshdesk Omni is centralized customer support, whereby I bring all channels like WhatsApp, email, live chat, and Telegram into Freshdesk Omni so that I can respond to customer cases through the Freshdesk Omni dashboard.

I use Freshdesk Omni by responding to customer support. I integrate the email for my organization, as well as the customer support portals that enable clients to open their tickets. When they report a case or incident, I am able to log into Freshdesk Omni and update the progress, whether it is in progress, solved, or pending, and provide a response and resolution toward those reported cases through Freshdesk Omni.

There are three best features that Freshdesk Omni offers. The first one is the ability to customize ticket templates. I am able to create escalation rules that help me provide auto-responses on tickets. When clients open a ticket, they get auto-responses that are fully customized using templates. A second feature for me would be the easy integration of live chat from Freshdesk Omni. I can easily customize my live chat to look like my own brand, get the code, and embed it on the website where I want the live chat to appear. In just a few minutes, I am able to start chatting with clients. Another great feature is the easiness of integrating Freshdesk Omni with other social media tools like WhatsApp, X, Instagram, and emails to bring all customer channel communication tools into one unified platform. The integration is the best feature for me because it works so well for my needs.

Freshdesk Omni has positively impacted my organization because the customer engagement rate has improved since I can respond to customer tickets from any channel they come from. For example, through the website, email, WhatsApp, Twitter, Instagram, or Facebook, I can respond. That has made it easy for us to engage with customers, support them, and provide timely responses on their cases. This has created a strong relationship between us and our customers, made them love our products, and increased sales.

I have seen response time reduced to two minutes since tickets are triggered into Freshdesk Omni and a notification is sent out, allowing an agent to respond on time. I have also seen a much higher engagement rate with customers at around 52%.

I have not seen any feature that needs improvement with Freshdesk Omni, but my comment would be about the pricing. The pricing for Freshdesk Omni does not favor small businesses to use the solution as it is considered an enterprise solution, and the cost of the tool is too expensive for a native small business to use.

Pricing is the main concern regarding improvements needed for Freshdesk Omni.

I have been using Freshdesk Omni for three years.

Freshdesk Omni brings all customer support channels into one dashboard and one unified inbox. My advice would be that it is something worth trying, but you need to mind your budget. If your budget is too small, then Freshdesk Omni would not be a great choice because the pricing is per user, per month. If you have a lot of agents like ten, then you would realize that the solution is going to be more expensive.

I found this interview very easy and nothing should change for the future. I would rate this product a 9 out of 10.

Private Cloud

Other

My main use case for Freshdesk Omni is managing ticketing and contacting customers when they reach out to respond to them. I also use it to set up our knowledge base system.

One specific example of how I use Freshdesk Omni to manage ticketing and respond to customers is demonstrated through its effectiveness in our workflow. When clients contact us, they create a ticket in their portal, and I am able to respond to those tickets on time. This has increased customer engagement.

I can integrate Freshdesk Omni's live chat into our website, which allows us to respond to clients in real-time.

The best features Freshdesk Omni offers include the bring your own channel feature, which allows me to bring any channel I want into the solution, such as the telephone.

Bringing my own channels including email, WhatsApp, and Facebook has helped us respond to different technical questions from various channels in one place. This has saved us significant time instead of logging into different social media tools; we can use Freshdesk Omni instead.

I also appreciate the multilingual translation feature, although it could be improved. The multilingual translation feature has helped us automatically translate responses from clients who do not use our native language. When clients use a different language, the tool translates the content, allowing us to understand the context.

Freshdesk Omni has positively impacted my organization by saving us considerable time, as all social channels are accessible in one dashboard.

Freshdesk Omni can be improved in several areas. The mobile interface is not clean, making it difficult to use Freshdesk Omni on a mobile phone. Additionally, limited storage for recording is an issue; for example, when you bring in your own device such as a telephone, there is not enough storage provided to keep your call recordings. You need to integrate your own FTP or SFTP to secure and maintain those recordings on your own cloud, which can add more costs to using the tool.

Regarding Freshdesk Omni's AI capabilities, the governance and security are adequate, and you can use your own AI by bringing in your own API key of the AI you use. This gives you full control over the generated content and responses, making it more secure. The accuracy and reliability of the output are more accurate in my experience.

I have been using Freshdesk Omni for two years.

Requesting feedback on every ticket has helped us understand exactly how to serve clients, and I have seen a fifteen percent increase in time saving.

The advice I would give to others looking into using Freshdesk Omni is that it is highly scalable. You can use it for different purposes such as a customer communication tool, creating support articles and knowledge base, and managing your assets on the cloud. The cost is reasonable. I would advise others to use Freshdesk Omni if they want to save time and reduce costs. I rate this solution an eight out of ten.

Public Cloud

Amazon Web Services (AWS)

Freshdesk Omni serves as our centralized command center for handling all customer queries as a customer service solution. We send customer emails, chat with customers, call customers, and engage with them on WhatsApp and different social media applications through Freshdesk Omni. It functions as an all-in-one AI-centered customer service solution for us.

Our team interacts with our customers on various channels where they raise their queries or complaints, and everything is handled via the centralized Freshdesk Omni platform. Our team daily logs into Freshdesk Omni to check how many tickets or queries have been assigned to them, and based on the required SLAs, they respond to all customer queries through the centralized platform. Freshdesk Omni also provides us with insights on who the customer is, what they have done so far, how much they use our platform, what their best-used feature is, how much we can upsell to them, and all the other data that Freshdesk Omni provides, which is very useful for our business.

We handle emails, chats, and phone calls from a single place, which is very much helpful for us.

One great thing about Freshdesk Omni is that we do not need an administrator to maintain it. The best feature I would say is the screen sharing ability through the chat feature. Whenever we chat with a customer, we can easily take control of their screen so that we can resolve queries immediately, thereby reducing our overall SLAs. The ticketing automation is also something that is very unique and very good, as whenever a ticket comes in, it automatically gets assigned to one of the available agents based on the region and based on their subject matter expertise. We can set rules inside Freshdesk Omni for tickets to get assigned automatically.

The screen sharing during chat definitely helps resolve issues faster for our team. Whenever we engage with a customer via chat, we just take control of their screen, send a screen sharing request to them, and once they accept the request, we can share our screen or take control of their screen and directly access their local system to get the issue resolved. This approach saves a lot of time for us compared to guiding them, and the customer is also very happy with our quick resolution.

Freshdesk Omni has a knowledge base feature built in, so whenever our team members or agents face any doubts or queries, they can just chat with the knowledge base, type their question there, and find necessary documents to get themselves acquainted with the subject so they can help the customer.

Our overall conversation resolution time has come down by about eighty percent with the help of Freshdesk Omni. The resolution which used to take about two hours now takes less than three minutes for us to get everything resolved. We have achieved an eighty percent reduction in our overall resolution time and also a sixty percent improvement in our overall response rate.

Earlier, whenever we wanted to provide a resolution, we had to contact the customer in their particular channel, collate all the documents together, help them navigate, or write a detailed email. All that has been eliminated with the help of Freshdesk Omni. Through Freshdesk Omni, using a centralized solution, we can manage and directly engage with the customer. Built-in knowledge base documents are available which we can share easily, and with the screen sharing ability, we can take control of their screen and get the issue sorted at the earliest. This has helped us reduce our overall resolution time from two hours to less than three minutes.

The reports and analytics are very detailed and easily customizable. We can easily schedule these reports to our particular email IDs whenever we need them.

One area of improvement is with the integrations with other necessary platforms like Outlook email or Google cloud space, as that integration is not very smooth right now. If that were improved, it would be very beneficial, but apart from that, everything else is great about this platform.

I have been using Freshdesk Omni for two years.

For any business that handles customers or wants to prioritize customers, Freshdesk Omni is the perfect solution. We can easily manage conversations and tickets everything from a single inbox, which saves a lot of clutter, saves a lot of time, and allows businesses to focus on what is important: their customers. I would definitely urge businesses to start using software like Freshdesk Omni.

Freshdesk Omni is one of the smoothest customer service solutions that I have used. It is highly versatile and easily customizable, making it one of the great platforms. I would rate it very highly and give this review a rating of ten out of ten.

Private Cloud

Amazon Web Services (AWS)

Our main use case for Freshdesk Omni was for ticket management, such as managing support tickets or tickets we raise and customer requests. We also used it to manage requests as it was a centralized platform. It helped us to track incidents and assign the tickets to the appropriate teams and people, and it has also helped us to monitor SLAs for compliance purposes. The main benefit was that it helped us with visibility into the status of the ticket and the progress of the ticket.

In our SOC, I work in a Security Operations Center, and Freshdesk Omni has helped us to manage and track security-related tickets we raised. A typical day for me involves monitoring alerts, incidents, real-time incidents and alerts, and also service requests that were generated from different security tools. The ticket assignment feature helped us to assign and route tickets to appropriate teams and analysts based on the incident type and priority. For example, if we receive any phishing email reported, a ticket would be created and assigned to a relevant team to remediate that ticket and to take actions. We could track the ticket status from investigation through resolution, ensuring we would not miss anything. Overall, Freshdesk Omni gave us a centralized view of those incidents that we raise, and we have visibility of ownership and ticket status, and it has helped us in SLA compliance, which eventually helped to improve coordination within our team.

We mainly use Freshdesk Omni to raise security tickets.

The best features Freshdesk Omni offers, in my experience, are ticket management, automated ticket assignment, SLA tracking, and it also has good workflow automation. The centralized dashboard helped us a lot. These features helped us to manage incidents and any requests efficiently from one single centralized platform.

Workflow automation and the centralized dashboard in Freshdesk Omni helped us reduce manual effort in handling those tickets which are raised and assigned to us. Instead of manually assigning every ticket, we can define rules based on priority, category, and the type of alert we raise. This has ensured tickets are routed to the appropriate, correct team, which has eventually helped us in response time and reduced the chance of tickets being overlooked or taking more time to clear. For example, in a SOC environment, if the ticket is categorized as high priority, it can automatically be assigned to the appropriate team. Or if it is from a particular security device, it should be assigned to a particular team. This has helped us to focus on the live investigations we get, rather than looking at tickets and administering those tickets, and overall, this has improved the efficiency and the consistency of the team.

Freshdesk Omni has positively impacted our organization by improving the way we manage and track the tickets which we raise. Before having this centralized ticketing platform, some requests and follow-ups were handled through emails and chats, a manual process that made tracking more difficult. With Freshdesk Omni, all the tickets are managed from a single platform, so we have good visibility into the owners of the ticket, the progress of the tickets, and the status.

While I do not have the exact percentage of how Freshdesk Omni has impacted us, I can say we have definitely seen some improvements in operational efficiency. A lot of follow-ups and ticket tracking were done manually before using this platform, and we used to do individual communication. With this, ticket ownership, status, and mainly SLA compliance became much easier. The biggest benefit has been better ticket tracking and reduced manual effort.

Freshdesk Omni can be improved in some areas; overall, it is a good platform, but I would mention reporting and dashboard customization as one area. While the existing reports are useful, having more flexibility to create customized reports and an operational dashboard would be beneficial. Also, some integration and workflow configuration could be better and simpler. The platform offers good functionality, but certain configurations may require additional effort for new users. Apart from these areas, my overall experience has been good and positive, and the platform meets most of our ticketing and management requirements.

I have been using Freshdesk Omni for around one year and five months when I was in my previous organization.

My exposure to Freshdesk Omni's AI capabilities is limited as our primary use case is just ticket management and SLA tracking, rather than the AI feature. From what I have seen, Freshdesk provides role-based access control, user permission, and auditability. In general, security and access management are important for any platform handling operational data, and Freshdesk appears to provide the necessary controls to manage users and permissions appropriately.

My advice to others looking into using Freshdesk Omni would be to spend some time planning your ticket workflow, categories, priorities, and SLA policies before rolling out the platform. This tool provides a lot of capability, so spend some time and make good use of it, and overall, I would recommend this product as it is an easy-to-use and scalable ticket platform, and it has helped us with operational efficiency and collaboration across the team. I would rate this product an 8 out of 10.

Public Cloud

Amazon Web Services (AWS)