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Freshdesk Omni

Score9.5 out of 10

9 Reviews and Ratings

What is Freshdesk Omni?

Freshdesk Omni is an AI-powered, comprehensive solution for offering customers seamless experiences today and in the future.

Read more details.

Categories & Use Cases

Media

Screenshot of Advanced Analytics
Screenshot of Team Inbox
Screenshot of Customer Communication Management
Screenshot of Conversational AI

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Screenshot of Advanced Analytics

Freshdesk Omni Key Features

Learn about the best (and worst!) features Freshdesk Omni has to offer, as determined by TrustRadius' reviewers.
Based on 9 ratings of Freshdesk Omni's features
View all Freshdesk Omni features

Top Performing Features

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 8.6

  • Expert directory

    Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

    Category average: 7.9

  • Ticket response

    Agents can easily follow up with customers.

    Category average: 8.8

Areas for Improvement

  • IVR

    Includes an interactive voice response system for routing callers to the correct agent or information.

    Category average: 8.1

  • Email support

    Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

    Category average: 8.8

  • Social integration

    Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

    Category average: 8

Who Buys & Uses Freshdesk Omni

Freshdesk Omni Reviews

What users are saying about Freshdesk Omni.
View all Freshdesk Omni reviews

A Decent Product

Incentivized
Sara Lewis
Customer Success Coordinator in Customer Service at IngMar Medical (11-50 employees)

Use Cases and Deployment Scope

We have a hard time retaining information about previous issues. It is nice to be able to type in a question and receive an answer so we can assist a customer better.

Pros

  • Provides quicker responses for simple questions
  • Self-service when we're closed

Cons

  • AI is still a bit glitchy

Return on Investment

  • This does not apply to what we use it for.

Usability

Other Software Used

Atlassian Confluence, Atlassian Jira

Freshdesk Omni Review

Incentivized
Verified User
Manager in Customer Service (51-200 employees)

Use Cases and Deployment Scope

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

Return on Investment

  • less agent more work
  • preventing from wasting time by blocking unnecessary repeated actions

Usability

Alternatives Considered

Gorgias and Zendesk Chat

Other Software Used

ChannelReply, Shopify

Freshdesk: A Reliable Helpdesk Solution for Streamlined Support

Incentivized
Verified User
Supervisor in Information Technology (51-200 employees)

Use Cases and Deployment Scope

We mainly use Freshdesk Omni to manage tickets, CSAT surveys, agent productivity, knowledge base and many more.

Pros

  • You can see ticket trends Open, Unassigned, Overdue, Due Today.
  • You can see CSAT responses. Responses received whether its positive, neutral or negative.
  • You can also manage your knowledge base articles like, create new articles with different categories.

Cons

  • Reporting and analytics, apparently you can't extract the actual contents of your knowledge base.
  • Automations, filling out ticket properties based on the contact information
  • Some of the Freshdesk Ticket Properties like Resolved or Closed can't be removed its default.

Return on Investment

  • Reducing first response time for tickets
  • More engaging and collaboration with the team especially working on difficult concerns
  • Prompt feedback after closing a ticket letting us know how they feel about the service
  • Good customer service reduced churn

Usability

Other Software Used

Bonusly, BambooHR, Slack

Experience of using Freshdesk Omni

Incentivized
Verified User
Team Lead in Information Technology (11-50 employees)

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.

Return on Investment

  • 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.

Usability

Alternatives Considered

Zendesk Suite

Other Software Used

Freshdesk, ServiceNow IT Asset Management, Freshsales, Freshchat

Freshdesk Omni for MSP

Incentivized
Greg RossView profile
Systems Engineer in Information Technology at Omada Technologies (11-50 employees)

Use Cases and Deployment Scope

As a managed service provider we are providing front line support to our customers with their network infrastructure. Customers will open tickets with our help desk to address network outages, performance degradation and other scenarios. We also use Freshdesk Omni for internal employee requests related to software requests or security concerns. We have 2 portals to support both use cases and have customized them accordingly.

Pros

  • Automation with communication tools
  • Integration with 3rd party services and monitoring tools
  • Customization of fields and SLAs

Cons

  • The four SLA categories are fixed and it doesn't align exactly with our customer SLAs, where we only have 3 (High, Med, Low).
  • Initial setup with Microsoft 365 with a email filtering was time consuming to configure.

Return on Investment

  • Our customers often give feedback to closed tickets to track satisfaction scores
  • Customers appreciate the value of viewing their tickets in the customer portal
  • We save time by having a single source system to interact with our customers and track issue history.

Usability

Alternatives Considered

Zoho Desk and Zendesk Suite

Other Software Used

Auvik, PRTG Network Monitor