Freshdesk Omni named PCMag Editor’s Choice for best customer service software
Freshdesk Omni, Freshworks’ all-in-one customer service software, has been named Editor’s Choice by PCMag, earning an Outstanding rating of 4.5 out of 5 stars, the highest among customer service help desk solutions reviewed.
This recognition underscores more than product excellence—it reflects innovation that puts people first and the collective effort of our teams and customers who shaped the experience. Freshdesk Omni’s ability to simplify customer support operations while providing advanced AI-powered tools and seamless omnichannel support helped it earn the top rating.
Key features that make Freshdesk Omni a top-rated help desk solution
PCMag highlighted several features that make Freshdesk Omni an outstanding solution:
Unified support experience: Freshdesk (ticketing), Freshcaller (calls), and Freshchat (messaging) in one platform.
AI-powered workflows: Streamline agent tasks and ensure no customer interaction is lost.
Intuitive and accessible design: Praised as “intuitive,” “accessible and colorful,” with “superb presentations.”
Exceptional support options: Freshworks’ commitment to customer support is a key differentiator.
Advanced tools for agents: Multi-channel ticketing, knowledge bases, and integrations empower teams to work smarter.
For this review, the editors received detailed demos, briefings, and tested the product themselves with a 14-day trial, experiencing firsthand how Freshdesk Omni uncomplicates support and enables customer service teams to deliver their best.
PCMag’s overall takeaway: “Advanced tools and sleek design make it an Editors' Choice winner among customer service help desk solutions.”
Why Freshdesk Omni stands out: uncomplicated, powerful, human-centered
Since Freshdesk was tested, several new innovations announced at our Refresh event earlier this November have further strengthened the platform’s ability to reduce response times, improve resolution rates, and provide clear insights into issues that affect efficiency and growth. These capabilities work together to maximize human-agent capacity, proactively prevent customer problems, and accelerate resolution.
“Freshdesk is breaking the cycle of complexity by uniting how teams work and helping them reclaim hours of lost productivity,” said Srini Raghavan, Freshworks’ chief product officer. “This enables teams to meet customer needs faster and gives leaders a clear way to uncover growth opportunities. We’re proud and grateful to be recognized as the Editor’s Choice winner for customer service.”
Whether your team handles hundreds or thousands of interactions daily, Freshdesk Omni equips agents with the tools, insights, and workflows they need to deliver better, faster, and more human customer support.
Read the full PCMag review: https://www.pcmag.com/reviews/freshdesk
