Freshdesk Omni Channel
March 13, 2025

Freshdesk Omni Channel

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshdesk Omni

We use this to handle customer complaints and keep record of them in terms of ticketing tool. This helped us to manage workload across multiple support channels from a single window. This allows us to Combine tickets, chats, and call routing further, by defining a limit for each agent in your team, individually.

Pros

  • Managing multiple channels
  • handle ticket assignment from multiple channels
  • Combine tickets, chats, and call routing

Cons

  • Not found anything such
  • It helped reduce operational costs, such as by automating tasks
  • Freshdesk Omni reduced manual work or enhanced collaboration
  • At the start, employees face challenges adapting to the system
It is very easy to use and training and adaptability was very good. Automation and analytics part is very helpful.

Do you think Freshdesk Omni delivers good value for the price?

Yes

Are you happy with Freshdesk Omni's feature set?

Yes

Did Freshdesk Omni live up to sales and marketing promises?

Yes

Did implementation of Freshdesk Omni go as expected?

Yes

Would you buy Freshdesk Omni again?

Yes

This enables us to manage workload across multiple support channels from a single window.

Freshdesk Omni Feature Ratings

Incident and problem management
9.3
Organize and prioritize service tickets
9
Expert directory
8
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.2
Customer portal
10
IVR
8
Social integration
8
Email support
10
Help Desk CRM integration
10

Comments

More Reviews of Freshdesk Omni

  1. Home
  2. Help Desk Software
  3. Freshdesk Omni Reviews
  4. User Review of Freshdesk Omni