Freshdesk Omni

Freshdesk Omni  provides customer support by enabling the creation of customer portals and knowledge base systems where customers can open tickets and read support articles.

We are able to create a customer portal where customers can log in and create tickets for issues they encounter. Additionally, customers can read articles from the knowledge base that we have set up. Our knowledge base system allows customers to access support articles and help articles that guide them on how to use our tool.

Threads and Tasks are the best features for me, as they enable collaboration with other agents for internal conversations on threads and tasks, and customers can check the progress of their tasks and threads in one dashboard.

I also appreciate the multilingual help desk, which helps us provide support articles in different languages with Freshdesk Omni .

The multilingual help desk enables our clients to access help desks based on their language preferences. The collaboration feature allows our team to collaborate internally on tasks and tickets in real-time.

Having omnichannel communication in Freshdesk Omni has made our organization more organized in responding to technical questions from different channels, and we have seen significant time savings with Freshdesk Omni.

Freshdesk Omni can improve the custom object analysis, which is sometimes very slow. For example, obtaining insights requires a significant wait time, and understanding KPIs and tracking the KPIs of each agent takes considerable time.

Additionally, the community forum needs improvement. For example, when attempting to mention a user in a response, sometimes the user does not appear in the suggestions.

I have been using Freshdesk Omni for three years.

We have seen a reduction in average handling time by 30%. Additionally, we have achieved an average ROI for our company of around 225% ROI over the three years that we have used the tool.

I would rate this product a 9.

I use Freshdesk Omni  for our inter-department communication and also for connecting with our clients, where the client would raise a request on Freshdesk  and it was rerouted to our internal Freshdesk  where we had a separate CRM . The use case was very different in that regard, and we would solve the tickets from there.

I believe the best features in Freshdesk Omni  are the history that it maintains. Pretty much everyone has the same capability, even Salesforce  maintains chat history and calls are integrated within Salesforce . Emails are also interlinked with your Gmail, and whenever you send an email to a client, it is automatically tagged and reflected on your CRM , whether it is Salesforce or Freshdesk. Freshdesk had the same functionality, so it was not different between Salesforce or Freshdesk.

I would prefer to see AI integrated with Freshdesk Omni where it could check the whole history and summarize my email if I need to reply to a client. By checking the history and account status based on our previous conversations, it could analyze and draft an email where I would obviously add a personal touch later. This would be a time-saving feature.

The key benefits that I have observed from using Freshdesk Omni are clarity, efficiency in work, ease of use, and the ability to connect different platforms such as JIRA. We connected Freshdesk Omni with JIRA as project managers who used Freshdesk while our internal team, product managers, and the main tech teams and developers used the JIRA tool. Connecting Freshdesk with JIRA was easier compared to other sales platforms. I am still uncertain about how Salesforce works because it has been a long time since I used Salesforce, but with Freshdesk Omni, it was easier to connect with different platforms.

The automated workflows that we had with the ticketing in Freshdesk Omni helped to improve productivity for us because previously we used Excel. It was a very tedious job because Excel sheets are not linked, and it requires many manual formulas to set up and automate. Linking the sheets and applying formulas becomes very tedious at a certain point. Having a CRM where tracking everything is on one side makes it much easier.

I believe there are many subtasks and sub-tickets which could be implemented in Freshdesk Omni. However, I would say not every aspect of the CRM should be limited, because the more subtasks or sub-modules which are created, it becomes a lengthy process again. A person who has recently joined would need to read the whole history and chat, which is again a waste of time. If Freshdesk Omni could integrate AI to summarize the whole picture of what has been done, what the status is, and what the previous problem was, it would be beneficial. If it could summarize in a good paragraph, it would be easier for everyone who has recently joined, or if the client has changed, or if the project manager for that particular client has changed. The new person coming in would find it much easier to read and understand the client behavior, where the client is in their journey, what the client's vision is, and how the previous product or project manager has interacted with the client. That would make it much easier in that case.

I have been using Freshdesk Omni for only four months.

We did not opt for other options or solutions available in the market as it was my manager's call. We have also used HubSpot, and I have previously used Salesforce. HubSpot is okay, and I would rate it a three. However, it is very cost-effective, and people use it a lot when comparing to these three CRMs. We just went with a trial version to see how this CRM works.

I believe we have paid 1,500 rupees per user for one month for Freshdesk Omni.

We used just the basic version of Freshdesk Omni, and that alone charged 1,500 rupees per person. If you have a team of 50, then 50 multiplied by 1,500 would come to around 30,000 or 40,000 rupees, somewhere around 50,000 to 70,000 rupees per month. Having the basic version and paying 50,000 to 70,000 rupees, I feel it is way too much for just a basic version. I would still understand if it was a premium version, but I think it is on the higher end for just the basic version.

In comparison to Salesforce and HubSpot, pricing is where HubSpot stands first as it is on the more affordable end. Freshdesk Omni is in the middle. However, Salesforce provides value for money. The user experience I have had with Salesforce is the best, and it is better than Freshdesk Omni, in my opinion. By the time I used it in 2024, the features they had introduced for segregating each account or client were way more efficient and clearer than what I experienced with Freshdesk Omni.

We had automated workflows in Freshdesk Omni where a client would raise query tickets, and it was rerouted within Freshdesk where we would get the specific tickets. There was a round robin setup which was handled by my manager, so he would assign the tickets to each team member by seeing their buckets and how many tickets were pending or solved. Depending on the weightage and the solution, he would give the tickets accordingly or split them between the teams depending on each other's bandwidth.

I evaluated the impact of Freshdesk Omni on our issue escalation process, and it remained pretty much the same because the only difference was the visibility aspect where we get to know the effectiveness of the escalations when compared to manual processes. Without having a CRM and with having a CRM, any CRM would provide this benefit. However, the efficiency to solve a problem and the clarity which it brings is way better when compared to not having any CRM in your company.

We were in a stage of building metrics and data points to measure the success of Freshdesk Omni's omnichannel support with the help of our clients, but it was just halfway through and things got different. The company moved in a different direction, so we all got laid off. We were about to implement it and were discussing it, but it was just in a preliminary stage and we could not move further with the data points.

I would try to advise others looking into implementing Freshdesk Omni to try with the premium version. I am sure that they have specific modules in there, and I believe they have integrated AI now. It was a discussion back then itself as they were pitching the premium version, but due to budget constraints, we could not move forward. I would surely recommend that instead of going with the basic version, try the premium version first, then analyze and come back to the basic version if it does not favor the business.

I would rate this review as a six overall.

My main use case for Freshdesk Omni  includes three ways. First, I use it to provide customer support through a ticket system whereby clients can create tickets, and then we can respond to them.

Secondly, I also use it as a knowledge base system whereby I can create what we call support articles that can guide clients on the website on how to use our product. Thirdly, I also use Freshdesk Omni  as our tool to manage assets internally and to manage tickets internally from our employees of different levels.

For managing assets internally with Freshdesk Omni, we integrate assets from different locations and workstations into the solution. When such an asset, for example, an internet cable, laptops, or printers, gets an issue, we are very sure that the team is going to open a ticket regarding those tools from Freshdesk Omni, and then the technical team is going to follow up and fix the issue.

The best features Freshdesk Omni offers are first the integration of assets. For example, you can easily bring in your devices such as laptops, Android phones, and printers using a patch of integration, one command that can bring all assets in one place. You get a clear view of how the tool looks; for example, the user interface looks good, and you know exactly how many tools are installed, how many tools have issues, and how many tools are okay. I also appreciate the reports; you can easily generate reports of tickets, and then you will know exactly the KPIs of which agent is performing well and which one is not performing well.

Secondly, the way customers can rate our tickets when we close them is a great feature; we ask for feedback and then they share, and those are excellent to me.

Freshdesk Omni has improved how we communicate with customers, as they can easily send an email that gets created into a ticket, and then we follow up. Customer engagement has increased by 15%, and it has helped us to save costs. For example, we manage all assets we have, such as laptops, desktops, printers, and internet cables, from one single dashboard, and we track the issues affecting them from one dashboard. Hence, we do not need more engineers, and we just have a few employees operating within Freshdesk Omni, so we save on both costs and time.

We measured the 15% increase in customer engagement by taking the difference before using Freshdesk Omni and when we began using it, allowing us to get the average and know exactly the time that we have increased by 15%. Regarding cost saving, we have saved a lot of costs because we do not need more engineers to work on certain features of our tools; we only need a few, and we have been able to save 30%.

What could be improved in Freshdesk Omni is the AI; sometimes it is not very accurate. For example, in generating content to provide auto-responses to clients, it fails to create personalization. The AI lacks clarity and emphasis that fosters a good relationship with our clients, making it difficult for them to understand why this is the AI's response. I believe that it should be more personalized with a lot of empathy and sympathy.

Additionally, another area for improvement is the templates; I found that customizing templates is quite difficult because you need to customize them depending on whether the ticket is solved, pending, or resolved. I think there should be a way to customize once rather than having to go back and forth.

Regarding the accuracy and reliability of Freshdesk Omni's AI output, as I mentioned earlier, it is not very accurate, and sometimes it generates content that is out of context.

I have been using Freshdesk Omni for three years.

Freshdesk Omni is stable.

Freshdesk Omni's scalability is excellent; it is highly scalable.

The customer support for Freshdesk Omni is very effective. I would rate the customer support as 10 out of 10.

Integrating Freshdesk Omni with our existing tools and systems was easy. For example, to integrate the knowledge base, we just logged in to Freshdesk Omni, then configured custom email records. We wanted our desk to be at portal.zurichat.app, so we were able to set those records and integrate them into Cloudflare . Embedding the live chat on our website was also easy; we customized the chat code to integrate it into the head section of the website pages where we wanted the widget to appear. As for integrating devices, it provides a good command that can be run in the terminal to add all devices, and it is easy to import more devices for asset management.

We received two weeks of training from the team, but the system was more intuitive.

We have seen a return on investment of 35%.

My experience with pricing, setup cost, and licensing was acceptable; it is very affordable. We received a 20% discount because we were able to book a demo and talk to engineers, so pricing and setup costs were all manageable.

Before choosing Freshdesk Omni, we evaluated Atlassian, but it was a huge tool and more complex to set up, which is why we chose Freshdesk Omni.

Handling updates or upgrades to Freshdesk Omni is a smooth process, as we use it on a cloud; all updates are done automatically.

Freshdesk Omni handles multichannel support effectively; you can easily integrate any channel you want to use, including emails, chat, and social media.

Managing user roles and permissions within Freshdesk Omni is flexible; it allows me to assign roles to determine what features a certain role can access, so it is more flexible and easier.

My advice to others looking into using Freshdesk Omni is that it is cost-friendly, easy to set up, easy to understand, and adaptable with many features; you can manage your assets within the tool, so I would recommend it.

I found this interview to have too many questions; I think you need to make it shorter, more precise, and concise. I would rate this product a 9 out of 10 overall.