Freshdesk Omni Review
April 10, 2025

Freshdesk Omni Review

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

Overall Satisfaction with Freshdesk Omni

Customer service is monitored by an omnichannel system that dispatches every contact to the most suitable agent so customers can receive prompt answers via email, chat, and call line. The centralized desk organization tracks each contact, so if customers reach out before, you can easily solve the steps and close the case quickly.

Pros

  • fairly distrubited work load for agents
  • easily tracked customer experience
  • recording everything

Cons

  • analytics
  • less agent more work
  • preventing from wasting time by blocking unnecessary repeated actions
The automation rules are easy to set up. The integrations can be uploaded without any coding knowledge. While you set up your team, you can support them by chat bots, IVR menus, and automated ticket escalation.
Freshdesk was a better option for us in terms of price/performance standards. Its centralized system provides more suitable work load for our teams. The collaboration between the teams 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

A customer sends an email, send a message via live chat, and finally, call the customer service. Each step can be understood as different cases if you do not use omnichannel. Thanks to the omnichannel system you can avoid repeated actions since the problem is belong to the same order.

Freshdesk Omni Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
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
10
Social integration
6
Email support
10
Help Desk CRM integration
10

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