Sold by: Freshworks Inc.
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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
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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 |
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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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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
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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
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
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
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Customer reviews
reviewer2167305
Streamlined customer ticket handling has saved time and improves our daily support operations
Reviewed on Apr 29, 2026
Review from a verified AWS customer
What is our primary use case?
Our main use case for Freshdesk Omni is getting the tickets or queries from customers whenever our portal is down or they need some information from us.
For example, if a customer wants to implement something in our service, we are doing an SFTP Go Go migration from SFTP legacy, so if they need to store their files in a GCS bucket, they will raise a ticket to us via Freshdesk Omni to implement that based on the urgency of the ticket.
Most of the time, we also get requests from customers to reset their account if they enter an incorrect password multiple times and that account gets locked out. They will raise a ticket to us and we will help them out. We have numerous queries which we get from customers.
What is most valuable?
The best features Freshdesk Omni offers include a very simple UI where in the dashboard itself, we can see how many tickets are in an unassigned state, how many are currently due today, or how many our team has resolved, making it very easy to understand and very fast and quick.
The dashboard of Freshdesk Omni helps us manage our tickets day-to-day by saving our time. On the homepage itself, you will be able to see unassigned tickets, for example ten, or priority tickets which are due today. Then, if you click on that, a simple click allows you to see all the tickets, and when you scroll down, you will see customer satisfaction percentage, showing how happy they are.
Freshdesk Omni has too many features, and I would also say that we have email support, call options, and you can also chat with the customer.
Freshdesk Omni has impacted us positively in our organization. We have saved a lot of time after implementing it, and the support we get, such as the ticket and communication with the client, is very rapid, happening very quickly over Freshdesk Omni.
What needs improvement?
The customization on Freshdesk Omni is limited, so if the user gets more options to customize it, it would be much better.
Other than that, everything looks good with Freshdesk Omni.
For how long have I used the solution?
I have been working in my current field for seven years.
What do I think about the stability of the solution?
Freshdesk Omni is stable.
What do I think about the scalability of the solution?
Freshdesk Omni's scalability allows us to scale to numerous users, and it is easy to scale, but as you do the scaling, it becomes more costly.
How are customer service and support?
The customer support for Freshdesk Omni is good.
Which solution did I use previously and why did I switch?
Not at that company, but I have used different tools in a different organization.
How was the initial setup?
I have not purchased Freshdesk Omni myself. My company has done that, and it was already deployed in our organization, so I have never done the setup from scratch.
What about the implementation team?
I purchased Freshdesk Omni through the AWS Marketplace .
What was our ROI?
Money has been saved, definitely, even on the time saved. For employees, we have a team of nine members, and all of them are using Freshdesk Omni under our project.
Which other solutions did I evaluate?
Before choosing Freshdesk Omni, I evaluated other options, including ServiceNow before Freshdesk . We have also used a Jira ticketing tool.
What other advice do I have?
My advice to others looking into using Freshdesk Omni is to please go ahead, as it is one of the best tools in the market with a large customer base of more than 60,000. I have given this review a rating of 9.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
Abbas S.
A Review on FreshDesk
Reviewed on Apr 28, 2026
Review provided by G2
What do you like best about the product?
The ticketing and tracking down the ticket in freshdesk is very easy
What do you dislike about the product?
The upgrade plan of Freshdesk is a little expensive.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to line up all my club messages in one place and then solve them one by one by ticketing.
Deepak M.
Efficient Ticketing with Great Features
Reviewed on Apr 27, 2026
Review provided by G2
What do you like best about the product?
I like that Freshdesk is easy to use, which makes it a great helpdesk tool for my organization. I appreciate the discounted pricing, which is beneficial for us. The custom mail SMTP feature is also a plus, as it allows for more personalized communication options. I'm impressed with the modern features and app integrations, which keep everything organized and centralized in one place. This saves time by having centralized ticketing for the entire organization. The initial setup was very easy, which made the transition smooth.
What do you dislike about the product?
Sometimes due to a technical glitch, outgoing gets blocked and I have to raise a support ticket, which delays operations.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for its centralized ticketing system, which saves time for my organization. The easy-to-use interface and app integrations help streamline our operations.
Mayur S.
One of the Best, Most User-Friendly Ticketing Tools
Reviewed on Apr 24, 2026
Review provided by G2
What do you like best about the product?
It is one of the best tools for ticketing purposes. Everyone can use it because it is very user-friendly.
What do you dislike about the product?
Sometimes I run into syncing issues when assigning tasks in Jira.
What problems is the product solving and how is that benefiting you?
With Freshdesk, we can access all related emails and Jira discussions in one place. We can also add private notes with our own analysis, which is very useful.
Ganapathi K.
All-in-One Support Suite, But Limited Whitelabelling and Customization
Reviewed on Apr 23, 2026
Review provided by G2
What do you like best about the product?
Freshdesk is a great customer service suite. It brings together a knowledge base, ticketing, and a chatbot in one place, and it also includes Freddy Agent to answer queries on demand and support customers 24/7.
What do you dislike about the product?
It does the job, but when it comes to whitelabelling and making the tool feel like it’s part of our product, we found the customization options to be limited. We had to work around those limitations in both customization and whitelabelling. Also, the knowledge base feels more like a Q&A or FAQ, and we can’t really set it up in a documentation-style format.
What problems is the product solving and how is that benefiting you?
Help customers with common queries about our product, help them get access to support via ticketing system and help us to maintain a track of the customer queries and the way they were addressed managing customer delight