Omnichannel Support - Freshdesk.
Updated December 02, 2025
Omnichannel Support - Freshdesk.
Score 9 out of 10
Vetted Review
Verified User
Software Version
Forest
Overall Satisfaction with Freshdesk
We use Freshdesk to manage our operations, as all tickets get created on Freshdesk. Freshdesk enables us to track and check the inflow, complaints, or queries. It gives us a clear idea of all complaints and keeps a track of those complaints. We can export the data very easily to work on our daily metrics.
Pros
- Single platform to keep a track of all complaints and queries.
- Exporting data with required line items.
- Managing users very easily and keep a track of them.
- Dashboard helps us to track everything on a single page.
Cons
- Currently, Freshdesk and Freshchat are 2 different tools that we use for calls and chats.
- Launch of generative AI.
- Slow or inconsistent response times for support.
- Freshdesk helped us to manage all complaints on single platform, thus reducing purchasing cost of other tools.
- Easy handling of tickets enables advisors to work fast, thus reducing overall handling time.
- Quick dashboards, customized reports helped us to reduce manual work.
Yes, Customers hate having to repeat themselves. Freshdesk centralizes all communication (email, chat, social media, phone) into a single ticket thread. When a customer switches from web chat to email, the agent has the full, uninterrupted context. This helped us improve our CSAT. Because Freshdesk integrates with other Freshworks products (like Freshchat) and pulls external data via integrations, the agent has a 360-degree view of the customer details, order details, and order history.
Freshdesk offered a faster time-to-value and a more intuitive, easier-to-administer UI for the mid-market team size we targeted. It was more affordable without significant feature lock-in. Freshdesk had a more polished omnichannel experience, and its reporting/analytics were generally considered more comprehensive and easier to interpret by our support managers.
Do you think Freshdesk delivers good value for the price?
Yes
Are you happy with Freshdesk's feature set?
Yes
Did Freshdesk live up to sales and marketing promises?
Yes
Did implementation of Freshdesk go as expected?
Yes
Would you buy Freshdesk again?
Yes
Freshdesk Feature Ratings
Using Freshdesk
150 - We use Freshdesk to manage our call center operations and use it as CRM tool. Centralizing all customer inquiries (from email, phone, chat, social media) into trackable service tickets. This ensures issues are logged, prioritized, assigned, and resolved efficiently. Handling interactions across multiple channels in a unified interface, ensuring customers get a consistent experience regardless of how they reach out.
150 - Supporting and utilizing Freshdesk effectively requires a mix of customer-facing soft skills and technical/analytical skills across different roles. Ability to handle live chat, phone calls, and email tickets simultaneously. Speed & Efficiency: Excellent typing and rapid communication skills. Logging, prioritizing, and resolving basic tickets. Utilizing Canned Responses and the Knowledge Base. Following Scenario Automations.
- Omnichannel - This is the foundational use case. It solves the problem of customers contacting you through different channels (email, chat, social, phone) and the support team losing track of the conversation or customer history.
- Automation - This use case focuses on taking manual, repetitive work away from agents to increase speed and accuracy.
- CSAT Improvement - This use case turns customer feedback into actionable data for continuous service improvement.
- While Freshworks has a dedicated product for IT Service Management (Freshservice), many smaller to mid-sized organizations repurpose Freshdesk to manage employee-facing IT issues.
- HR departments handle constant, repetitive employee inquiries (internal customers), which is perfectly suited for a ticketing system.
- Any organization with a physical space can use Freshdesk to manage non-customer-related operational requests.
- Proactive customer support - This is a shift from waiting for customers to report a problem to anticipating and solving it first.
- Integrating Freshdesk directly into the product development lifecycle to close the feedback loop.
- Expanding the use of Freshdesk's ticketing and knowledge management features across the organization.
Evaluating Freshdesk and Competitors
- Cloud Solutions
- Scalability
- Integration with Other Systems
- Ease of Use
The single most important factor that drives the decision to onboard Freshdesk is its balance of powerful features with unmatched ease of use and affordability, particularly for scaling teams. While many competitors offer powerful features, the key factor for Freshdesk is that it provides a complete, modern support solution without requiring high-level technical expertise or a massive initial investment.
When re-evaluating the selection of a core platform like Freshdesk, the focus shifts from a general feature comparison to a deep, data-driven analysis of real-world use and strategic alignment. If I had to do the evaluation and selection process again, I would implement three major changes to minimize risk and maximize long-term return on investment (ROI).
Freshdesk Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Yes, The decision to buy a premium support tier for Freshdesk is rarely about getting basic help; it's about minimizing business risk and guaranteeing faster resolution for mission-critical issues.Premium support tiers come with contractual Service Level Agreements (SLAs). This means the vendor guarantees a specific response time (e.g., within 30 minutes for a severity 1 issue), allowing the business to manage its own service recovery effectively.
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