Sold by: Freshworks Inc.
Deployed on AWS
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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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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
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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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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
Charmaine M.
Smooth Gmail Integration, But the UI Could Use an Upgrade
Reviewed on Oct 09, 2026
Review provided by G2
What do you like best about the product?
The ticketing system integrates well with gmail, making it easy to communicate with clients. It is relatively affordable and the team is always ready to assist when onboarding.
What do you dislike about the product?
The user interface could use some upgrades and the reporting features need more upgrades to get more metrics to report on.
What problems is the product solving and how is that benefiting you?
It solves the problem of communicating with clients without relying on direct emails that you can’t track, making it easier to keep conversations organized and visible.
Information Technology and Services
Intuitive, Efficient Ticket Management That Keeps Our Support Team Organized
Reviewed on Oct 09, 2026
Review provided by G2
What do you like best about the product?
What I like most about Freshdesk is its intuitive interface and how it lets me manage customer support tickets efficiently in one place. The automation tools, ticket categorization, and the clear tracking of communication history make day-to-day work smoother and easier to follow. Overall, it helps our team stay organized and respond to customer requests faster, without losing track of ongoing conversations.
What do you dislike about the product?
What I dislike most about Freshdesk is that some features aren’t as flexible or customizable as I’d like. Setting up more advanced automations and workflows can feel complicated, and a few tasks end up requiring more manual effort than I expected. The reporting tools are another area that could be improved—they could be more intuitive to use and provide greater flexibility overall.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize customer support requests and manage them more efficiently. It solves the problem of scattered communication by keeping all tickets, customer interactions, and conversation history in one place. Automation and ticket assignment features help reduce manual work, improve response times, and ensure that no customer request is overlooked. As a result, our team stays better organized, collaborates more effectively, and provides more consistent customer support.
Anonymous
Flexible Integration with Room for Improvement
Reviewed on Oct 09, 2026
Review provided by G2
What do you like best about the product?
I like Freshdesk for its flexibility to integrate with other platforms, which makes it versatile for our needs. The initial setup was very easy, which made getting started simple and trouble-free.
What do you dislike about the product?
I'm not too happy with the fact that Freshdesk charges for an omnichannel experience, especially since we're currently using a standalone platform. It feels like they should include that without extra costs.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle all customer grievances, integrating it with Freshchat and Exotel. It manages all inbound, outbound, call, and retention tickets efficiently, and its flexibility to integrate with other platforms is beneficial.
Anonymous
Streamlined Communication, Needs Responsive App
Reviewed on Oct 09, 2026
Review provided by G2
What do you like best about the product?
I like Freshdesk's automation in responses, which helps streamline communication. I also appreciate being able to cite documented trainings, as it's quite beneficial. The ticketing features are great, especially the organization and tags, along with access to historical data, which enhances our workflow.
What do you dislike about the product?
Some of the automated responses can cause issues with cursor placement. Also, the app tends to have issues with responding at times.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy for our stores to contact us about issues, and I appreciate the automation in responses and the ticketing features' organization, tags, and historical data.
Information Technology and Services
Easy to use but basic features need improvement
Reviewed on Oct 08, 2026
Review provided by G2
What do you like best about the product?
I love that Freshdesk is easy to get started with. I also appreciate the ability to plug in for technical actions or retrieve information in bulk, which is very convenient. Their tool for creating tracking dashboards is also very easy to use.
What do you dislike about the product?
I have some issues with Freshdesk. I wish it would better detect duplicate tickets. It also lacks the ability to create tracking dashboards directly on the platform to know which tickets to prioritize, which would be very practical. The tracking of ticket opening rates could be improved, and having a way to retrieve an NPS once a response is provided would be a real plus.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to handle incoming complaints, classify issues, respond in bulk, and assist our users.