Experience of using Freshdesk Omni
Updated June 20, 2025

Experience of using Freshdesk Omni

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshdesk Omni

Pros

  • When an agent receives a call via Dialpad or Amazon Connect, Freshdesk Omni automatically displays relevant customer details, previous interactions, and ticket history in a single view.
  • Every call (answered, missed, or voicemail) is automatically logged into Freshdesk as a ticket, including details like call duration, customer number, and agent notes.
  • Agents can initiate outbound calls directly from Freshdesk using click-to-call functionality, reducing manual dialing errors and saving time.

Cons

  • Setting up Freshdesk Omni with Dialpad and Amazon Connect requires multiple configurations, API integrations, and permissions that may be difficult for non-technical users.
  • Adding Manual Call logs
  • Some users report delays in ticket updates or lag in call pop-ups, especially during high call volumes.
  • Agents handle more calls per hour due to streamlined workflows, reducing time spent switching between tools.
  • Businesses see a 20-30% reduction in average call handling time (AHT), leading to more inquiries resolved in less time.
  • Access to full customer history within a single interface allows agents to resolve issues faster.
Makes it easy for agents to manage calls and tickets from a single interface, reducing call handling time and improving efficiency. Click-to-call, automatic call logging, and real-time customer information make agents more efficient, leading to higher first-call resolution rates and improved customer satisfaction Cloud-based system reduces IT maintenance costs, making it a great choice for growing businesses.

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?

I wasn't involved with the selection/purchase process

Did implementation of Freshdesk Omni go as expected?

I wasn't involved with the implementation phase

Would you buy Freshdesk Omni again?

Yes

Freshdesk Omni Feature Ratings

Incident and problem management
7.2
Organize and prioritize service tickets
6
Expert directory
6
ITSM collaboration and documentation
8
Ticket creation and submission
9
Ticket response
7
Self Help Community
8.0
External knowledge base
8
Internal knowledge base
8
Multi-Channel Help
9.0
Customer portal
9
Email support
8
Help Desk CRM integration
10

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