--- title: Freshdesk Omni Reviews meta_title: 'Freshdesk Omni Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter reviews by the users' company size, role or industry to find out how Freshdesk Omni works for a business like yours. aggregate_rating: rating_value: 3.7 review_count: 7 scale: '5' date_modified: '2026-10-06' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service ---

Freshdesk Omni Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users appreciate the ease of use of Freshworks Customer Service Suite, facilitating quick setup and efficient customer response. (3 mentions)
Users value the real-time chat interface of Freshworks, enhancing connectivity and customer support efficiency. (1 mentions)
Users value the real-time connectivity and secure ticket management that Freshworks provides for customer queries. (1 mentions)
Users value the excellent chat support and the user-friendly design of Freshworks Customer Service Suite. (1 mentions)
Users find the intuitive dashboards of Freshworks Customer Service Suite helpful for quick data access and management. (1 mentions)
Users experience integration issues with third-party vendors, leading to frustration and inefficient workflows during setup. (2 mentions)
Users note that customer support response quality could be better, leading to frustrating and inefficient issue resolution. (2 mentions)
Users believe that improvements in user experience and integration are necessary for the Freshworks Customer Service Suite. (1 mentions)
Users face insufficient support, leading to frustrating communication delays and inefficiencies in resolving issues. (1 mentions)
Users report limited multitasking capabilities, making it challenging to manage multiple businesses effectively within Freshworks. (1 mentions)

5 Pros or Advantages of Freshdesk Omni

1. Ease of Use
Users appreciate the ease of use of Freshworks Customer Service Suite, facilitating quick setup and efficient customer response.
See 3 mentions

See Related User Reviews

Abhoy T.
AT

Abhoy T.

Small-Business (50 or fewer emp.)

3.5/5

"Easy Customer Response Tools"

What do you like about Freshdesk Omni?

The ease of using tools to respond to customers

Mr. Anand C.
MC

Mr. Anand C.

Mid-Market (51-1000 emp.)

3.5/5

"Use it for Escalation and support"

What do you like about Freshdesk Omni?

They have nice chat support service and they make platform user friendly.

2. Chat Functionality
Users value the real-time chat interface of Freshworks, enhancing connectivity and customer support efficiency.
See 1 mentions

See Related User Reviews

Arun K.
AK

Arun K.

Small-Business (50 or fewer emp.)

5.0/5

"Secure Ticket Tracking and Real-Time Customer Chat"

What do you like about Freshdesk Omni?

Handling customer queries as tickets makes it easier to track and manage them, and I’m able to keep the details secure. The chat interface is also rea

3. Connectivity
Users value the real-time connectivity and secure ticket management that Freshworks provides for customer queries.
See 1 mentions

See Related User Reviews

Arun K.
AK

Arun K.

Small-Business (50 or fewer emp.)

5.0/5

"Secure Ticket Tracking and Real-Time Customer Chat"

What do you like about Freshdesk Omni?

Handling customer queries as tickets makes it easier to track and manage them, and I’m able to keep the details secure. The chat interface is also rea

4. Customer Support
Users value the excellent chat support and the user-friendly design of Freshworks Customer Service Suite.
See 1 mentions

See Related User Reviews

Mr. Anand C.
MC

Mr. Anand C.

Mid-Market (51-1000 emp.)

3.5/5

"Use it for Escalation and support"

What do you like about Freshdesk Omni?

They have nice chat support service and they make platform user friendly.

5. Dashboard Management
Users find the intuitive dashboards of Freshworks Customer Service Suite helpful for quick data access and management.
See 1 mentions

See Related User Reviews

versha r.
VR

versha r.

Enterprise (> 1000 emp.)

3.5/5

"Review Freshworks CRM"

What do you like about Freshdesk Omni?

Well freshwork is providing with the software according to our needs to manage our internal lead management system. Helps in easy integration of email

5 Cons or Disadvantages of Freshdesk Omni

1. Integration Issues
Users experience integration issues with third-party vendors, leading to frustration and inefficient workflows during setup.
See 2 mentions

See Related User Reviews

Arun K.
AK

Arun K.

Small-Business (50 or fewer emp.)

5.0/5

"Secure Ticket Tracking and Real-Time Customer Chat"

What do you dislike about Freshdesk Omni?

I’m not able to connect integrations with third-party vendors.

Verified User
U

Verified User

Small-Business (50 or fewer emp.)

3.5/5

"Efficient CRM for handling leads and for marketing campaigns, but the support tends to quite slow."

What do you dislike about Freshdesk Omni?

The integration with WhatsApp and other software relies on third-party tools, as there’s no built-in support, making it a frustrating and time-intensi

2. Poor Customer Support
Users note that customer support response quality could be better, leading to frustrating and inefficient issue resolution.
See 2 mentions

See Related User Reviews

Abhoy T.
AT

Abhoy T.

Small-Business (50 or fewer emp.)

3.5/5

"Easy Customer Response Tools"

What do you dislike about Freshdesk Omni?

customer support response quality could be better

Verified User
U

Verified User

Small-Business (50 or fewer emp.)

3.5/5

"Efficient CRM for handling leads and for marketing campaigns, but the support tends to quite slow."

What do you dislike about Freshdesk Omni?

The integration with WhatsApp and other software relies on third-party tools, as there’s no built-in support, making it a frustrating and time-intensi

3. Improvements Needed
Users believe that improvements in user experience and integration are necessary for the Freshworks Customer Service Suite.
See 1 mentions

See Related User Reviews

versha r.
VR

versha r.

Enterprise (> 1000 emp.)

3.5/5

"Review Freshworks CRM"

What do you dislike about Freshdesk Omni?

It needs to work on some of their features by making the user experience smooth. Needs to do their integration of fiels in less work flows.

4. Insufficient Support
Users face insufficient support, leading to frustrating communication delays and inefficiencies in resolving issues.
See 1 mentions

See Related User Reviews

Verified User
U

Verified User

Small-Business (50 or fewer emp.)

3.5/5

"Efficient CRM for handling leads and for marketing campaigns, but the support tends to quite slow."

What do you dislike about Freshdesk Omni?

The integration with WhatsApp and other software relies on third-party tools, as there’s no built-in support, making it a frustrating and time-intensi

5. Limited Features
Users report limited multitasking capabilities, making it challenging to manage multiple businesses effectively within Freshworks.
See 1 mentions

See Related User Reviews

Mr. Anand C.
MC

Mr. Anand C.

Mid-Market (51-1000 emp.)

3.5/5

"Use it for Escalation and support"

What do you dislike about Freshdesk Omni?

Lack of multitasking if you are using it for multiple business

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Arun K.
AK
Arun K.
Quality Analyst
Small-Business (50 or fewer emp.)
"Secure Ticket Tracking and Real-Time Customer Chat"
5/5
What do you like best about Freshdesk Omni?

Handling customer queries as tickets makes it easier to track and manage them, and I’m able to keep the details secure. The chat interface is also really helpful for maintaining a real-time connection with customers. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

I’m not able to connect integrations with third-party vendors. Review collected by and hosted on G2.com.

Abhoy T.
AT
Abhoy T.
Customer Success Manager
Small-Business (50 or fewer emp.)
"Easy Customer Response Tools"
3.5/5
What do you like best about Freshdesk Omni?

The ease of using tools to respond to customers Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

customer support response quality could be better Review collected by and hosted on G2.com.

Mr. Anand C.
MC
Mr. Anand C.
Officer
Mid-Market (51-1000 emp.)
"Use it for Escalation and support"
3.5/5
What do you like best about Freshdesk Omni?

They have nice chat support service and they make platform user friendly. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

Lack of multitasking if you are using it for multiple business Review collected by and hosted on G2.com.

versha r.
VR
versha r.
Assistant Manager - Inside Sales
Enterprise (> 1000 emp.)
"Review Freshworks CRM"
3.5/5
What do you like best about Freshdesk Omni?

Well freshwork is providing with the software according to our needs to manage our internal lead management system. Helps in easy integration of email id with the freshwork account. We can maps contact details also. There are many features which helps in daily record making. The dashboards of freshwork is quite interesting. we can have all the data in a glance. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

It needs to work on some of their features by making the user experience smooth. Needs to do their integration of fiels in less work flows. Review collected by and hosted on G2.com.

Verified User in Computer Software
UC
Verified User in Computer Software
Small-Business (50 or fewer emp.)
"Efficient CRM for handling leads and for marketing campaigns, but the support tends to quite slow."
3.5/5
What do you like best about Freshdesk Omni?

The software is incredibly easy to use. We were able to get up and running with the CRM in just two days. Overall, it’s a reliable and effective CRM tool. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

The integration with WhatsApp and other software relies on third-party tools, as there’s no built-in support, making it a frustrating and time-intensive process. While their support team can be reached via email or phone during business hours, resolving issues often involves lengthy back-and-forth communication. Each concern is assigned to a different representative, requiring separate meetings for every problem, which adds to the inefficiency and frustration. Review collected by and hosted on G2.com.

Prerak J.
PJ
Prerak J.
Associate team lead
Education Management
Small-Business (50 or fewer emp.)
Business partner of the seller or seller's competitor, not included in G2 scores.
"Easy to use"
5/5
What do you like best about Freshdesk Omni?

it is easy to understand and navigate through the platform Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

Custom report creations is little tricky. Review collected by and hosted on G2.com.

Pooja S.
PS
Pooja S.
Senior Consultant on behalf of LinkedIn
Small-Business (50 or fewer emp.)
"Freshworks"
3/5
What do you like best about Freshdesk Omni?

the tool was simple, not too many fields/customization Review collected by and hosted on G2.com.

What do you dislike about Freshdesk Omni?

not easy to upload leads, had to convert the sheet in CSV Review collected by and hosted on G2.com.

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