Sold by: Freshworks Inc.
Deployed on AWS
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AWS Free Tier
Deliver exceptional customer service with Freshworks Freshdesk Omni: an AI-first, omnichannel solution that combines conversational support and ticketing capabilities, ensuring unparalleled experiences.
4.4
Overview
Step into the future of customer service with Freshworks Freshdesk Omni, an AI-first, all-in-one solution. The Freshdesk Omni provides a seamless experience across channels, from automated self-service to agent-led conversational support, plus advanced ticketing management for issues that require collaboration across teams. Freshdesk Omni builds on our proven track record of offering world-class, omnichannel support products that thousands of businesses use and love.
Freshworks CS Suite brings the power of generative AI to the forefront with Freddy AI, our native AI engine. Freddy provides unprecedented levels of self-service for customers, assists agents and admins at every step of the way, and provides actionable insights for leaders. With the generative AI capabilities of Freddy AI, businesses can take deflection rates, agent and admin productivity, as well as data-backed decision making to the next level.
Highlights
- Automate self-service across channels with AI-powered resolutions that are instant and personalized
- Supercharge agent productivity with intelligent assistance and powerful ticketing capabilities
- Make smart decisions faster with proactive insights and recommendations, surfaced by AI
Details
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Delivery method
Deployed on AWS
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Pricing
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Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
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Dimension | Description | Cost/month |
|---|---|---|
Growth Omnichannel | Unified solution with boths & automations for growing businesses | $35.00 |
Pro Omnichannel | Full channel coverage with custom reporting for high performance | $83.00 |
Enterprise Omnichannel | Full channel coverage with AI & bots for enterprise-level support | $131.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
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Delivery details
Software as a Service (SaaS)
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Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support
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AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
AI-Powered Self-Service Automation
Automated self-service capabilities across multiple channels with AI-powered resolutions that deliver instant and personalized responses
Omnichannel Support Integration
Seamless omnichannel support experience spanning automated self-service, agent-led conversational support, and advanced ticketing management across multiple communication channels
Native Generative AI Engine
Freddy AI native generative AI engine that provides self-service capabilities, agent and admin assistance, and actionable insights for decision-making
Intelligent Agent Assistance
Intelligent assistance system that enhances agent productivity through AI-powered support and powerful ticketing capabilities for collaborative issue resolution
Proactive Analytics and Insights
Proactive insights and recommendations surfaced by AI to enable data-backed decision making and performance optimization
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
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Customer reviews
Martin oswaldo R.
Intuitive Ticket Tracking with Editing and File Limits
Reviewed on Oct 14, 2026
Review provided by G2
What do you like best about the product?
I like that Freshdesk is very intuitive and that its tools allow me to manage and group information with different filters. I can quickly review a customer's ticket history and know who attended to it. I can also make queries through the API, extract information faster, and generate an Excel file. I like the follow-up I can give to the tickets and that customers can rate the agent's response. The initial setup was quite easy.
What do you dislike about the product?
I would like to have more options for editing text when drafting a ticket, because the field has very basic options. I would also like to be able to attach larger files and videos; several times we have had to upload them to Google Drive and share the link.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to track customer tickets and maintain the correct traceability of cases.
David G.
Custom Filtering Makes It Easy to Keep Different Views Ready
Reviewed on Oct 14, 2026
Review provided by G2
What do you like best about the product?
The custom filtering it includes lets me keep different views readily available whenever I need them.
What do you dislike about the product?
Threading and the way that it and the messaging is displayed. Would also like to see a customizable view of ticket status instead of just the wording off what the ticket is presently in.
What problems is the product solving and how is that benefiting you?
The only portion of the problem that Freshdesk has been solving was the lack of a ticketing system that wasn't spreadsheet or email based.
Hernan V.
Agile Omnichannel Routing, with Formatting Hiccups
Reviewed on Oct 13, 2026
Review provided by G2
What do you like best about the product?
I like Freshdesk's management. I use it to manage tickets and measure the performance of my subordinates. I can control incidents and adjust response times to improve customer service. Its omnichannel function automatically assigns tickets to different agents and prevents them from piling up on one or two. It also allows me to set metrics by fixed schedules and have multiple users from the same company with case traceability. The configuration is quite intuitive: I use the search to find options and can set everything up in a few clicks.
What do you dislike about the product?
When I paste information into Freshdesk tickets, the formatting is often lost. Since we first draft the responses in Word and then copy them into the message body, we have to rework the formatting.
What problems is the product solving and how is that benefiting you?
With Freshdesk, I have control over incidents; I can determine response times and adjust them to improve customer service.
Jahmarley R.
Freshdesk’s Easy Navigation Makes It a Joy to Use
Reviewed on Oct 13, 2026
Review provided by G2
What do you like best about the product?
The Ease of navigation of the different areas of the software
What do you dislike about the product?
There are not really any downside about FRESHDESK
What problems is the product solving and how is that benefiting you?
It solves easy communication and prioritizing and keeping track of ticket requests
Information Technology and Services
Simple Interface, Needs Feature Updates
Reviewed on Oct 12, 2026
Review provided by G2
What do you like best about the product?
I like Freshdesk for its simple interface that covers the basics of building support articles, and offers features not found in other knowledge base systems. It's really handy that it connects with our support team's ticket system, making it easy to tag articles. I find it helpful that Freshdesk allows us to update the site to match our website's look through its flexible functionality. Plus, switching between code view and regular editor view is super useful for embedding third-party content, which is great for our product.
What do you dislike about the product?
I think Freshdesk has forgotten about this part of their product. There hasn't been much updates or new features to it for quite some time.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to educate customers by creating a knowledge base where they can find support articles to use our product better. It connects with our support tickets system, allowing team to easily tag articles.