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Freshdesk Omni

Score9.4 out of 10

9 Reviews and Ratings

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What is Freshdesk Omni?

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

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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

Freshdesk: A Reliable Helpdesk Solution for Streamlined Support

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

Freshdesk Omni for MSP

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

Manage your customer chat via AI bot.

Chaitanya JadhavarView profile
Technical account Manager in Customer Service at MindTickle (501-1000 employees employees)

Use Cases and Deployment Scope

We utilize artificial intelligence to enhance our response time and efficiency significantly. This advanced technology allows us to swiftly analyze vast amounts of information simultaneously, ensuring that we can respond to user inquiries in under a minute. Integrating AI into our processes improves overall service quality and user satisfaction.

Pros

  • Easy to configure.
  • Great UI.
  • User Friendly.
  • Easy adopt.

Cons

  • NA
  • NA
  • NA

Return on Investment

  • Reduced resolution time.
  • Self-Service and Conversational Support.
  • Effective management of multiple requests at the same time.

Usability

A Decent Product

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

Enhancing Efficient with Freshdesk' omini Request Management

Incentivized
Niranjan choudhary
Manager Business Excellence in Customer Service at Razorpay Software Private Limited (1001-5000 employees employees)

Use Cases and Deployment Scope

We are using Freshservice for Administrative support like travel desk arrangement of flight and accommodation requirements of employees, where request received via service request, Concierge support via SR, other admin support for event desk, facility management.The ticketing system streamlines the process, allowing for quicker resolution and better management of requests.It is a user-friendly platform that enhances efficiency making the overall experience smooth and effective for both the requester and the admin team.

Pros

  • For any service request , FD quickly categorization, prioritization, and resolution of various support requests.
  • Its automation features help reduce mannual efforts. Ensuring faster response times and smoother workflows.
  • The customizable interface also makes it easy to tailor the system to specific admin needs, enhancing overall efficiency

Cons

  • It is a very user-friendly tool. We haven't found any drwback in any of the modules provided. It works excellently at my organization.
  • Its powerful workflow automation reduces manual effort for job assigning and makes our process more efficient and saves valuable time.

Return on Investment

  • This enhances efficiency making the overall experience smooth and effective for both the requester and the admin team.

Usability

Alternatives Considered

Servicely.ai

Other Software Used

Servicely.ai, Ivanti LANDESK Service Desk (discontinued), Serviceaide Intelligent Service Management (former CA Cloud Service Management)