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.
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, , you will need to wait for the DNS to be verified. This is something they need to work on.
Product Manager at a consultancy with 11-50 employees
Real User
Top 5
Jun 8, 2026
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.
One area for improvement with Freshdesk Omni is the initial setup, which is quite complex for new users due to the wide range of features available. Improving onboarding tutorials would help users become more familiar with the platform. For urgent queries from patients, integrating an SMS alert system for our dental staff would be highly helpful. The ticket management system, management of different omni-channel communications, automation of workflow, and Freddy AI are really good, but there are some improvements needed during the onboarding process. The onboarding process for new users should be made simpler, and integrating an SMS alert system for managing urgent patient queries would be beneficial.
Freshdesk Omni can be improved in terms of reporting and analytics because I cannot extract the actual contents of my knowledge base. I would like to note that automations could be enhanced since feeding out ticket properties based on the contact information is somewhat difficult. I have not found anything else that needs improvement for Freshdesk Omni.
Freshdesk Omni enhances productivity by automating tasks and reducing manual effort. It offers multi-source ticket generation, chatbot integration, and self-service capabilities, making it user-friendly and adaptable for teams.Freshdesk Omni is ideal for managing interactions across email, chat, phone, and social media while streamlining customer service through AI-driven automation. It boosts service quality with quick data analysis, centralizes desk organization, and optimizes agent...
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.
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, , you will need to wait for the DNS to be verified. This is something they need to work on.
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.
One area for improvement with Freshdesk Omni is the initial setup, which is quite complex for new users due to the wide range of features available. Improving onboarding tutorials would help users become more familiar with the platform. For urgent queries from patients, integrating an SMS alert system for our dental staff would be highly helpful. The ticket management system, management of different omni-channel communications, automation of workflow, and Freddy AI are really good, but there are some improvements needed during the onboarding process. The onboarding process for new users should be made simpler, and integrating an SMS alert system for managing urgent patient queries would be beneficial.
Freshdesk Omni can be improved in terms of reporting and analytics because I cannot extract the actual contents of my knowledge base. I would like to note that automations could be enhanced since feeding out ticket properties based on the contact information is somewhat difficult. I have not found anything else that needs improvement for Freshdesk Omni.
Regarding improvements, one way Freshdesk Omni can be improved is that the reporting generation automation does not work well.