G2

Jay A.

Mid-Market (51-1000 emp.)

11/2/2026

"All Channels in One Workspace with Powerful Live Translate"

4.5/5

What do you like best about Freshdesk?

Having every channel in one place is the biggest win for us. Web chat, email and WhatsApp all come into a single agent workspace on Freshdesk Omni, so our support team isn’t jumping between tools. Live Translate has been really valuable because we support customers in other countries, and agents can work conversations across languages without a separate translation step. It’s also flexible to configure: we added custom roles for agents and CS managers and a custom Customer ID contact field our agents see on every conversation. Review collected by and hosted on G2.com.

What do you dislike about Freshdesk?

Duplicate tickets are our biggest daily pain. When an after-hours chat customer follows up by email, we get two tickets, and agents have to merge them by hand. After a merge, the original ticket also disappears from the contact’s history and closed conversations, which makes it harder to see what happened. An auto-merge rule for the same contact across channels would help a lot. Moving to the Omni chat widget was also harder than we expected. The old widget let us pass name, email and Customer ID from the browser, and the new one needs JWT authentication for that, so we needed development work just to keep features we already had. Live Translate is valuable, but it hasn’t always been consistent: agents have seen the manual Translate option show up or not depending on their personal toggle. Review collected by and hosted on G2.com.

What problems is Freshdesk solving and how is that benefiting you?

We use Freshdesk Omni to solve three problems:

Channel sprawl. Our customers reach us by web chat in our Brand Partner back office, by email and by WhatsApp, which matters a lot for our international markets. Omni puts all of these in one agent workspace, so nothing gets lost between tools.

Language and geography. We support customers in multiple countries. Live Translate lets our agents work conversations across languages instead of routing them to bilingual staff only.

Customer context. Custom contact fields like Customer ID, plus authenticated chat, mean agents know who they’re talking to right away and don’t have to ask the customer to verify. Review collected by and hosted on G2.com.