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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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
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Customer service
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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
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
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Customer reviews
Brijesh A.
Freshdesk review by Brijesh
Reviewed on Sep 22, 2026
Review provided by G2
What do you like best about the product?
With Freshdesk we were able to centralize communications from multiple at one place wheather it may be from chat or email or in anyother way. This helped us to resolve client issues faster
What do you dislike about the product?
Although Freshdesk is very easy to adapt to, some of the features are very complex and need time to get used to. Additionally, the pricing is very high when want additional features rather than basic versions
What problems is the product solving and how is that benefiting you?
it centralizes messages from multiple channels (chat, email, and others) into one place, so that our team isn't jumping between separate tools
Sanju V.
Streamlined Customer Support and Ticket Management
Reviewed on Sep 11, 2026
Review provided by G2
What do you like best about the product?
Freshdesk was very good with the integrations and customer support options which we got, we used it to close external tickets.
What do you dislike about the product?
The Freddy ai features and connections are very limited and I think it doesn't improve the product experience and was not very
What problems is the product solving and how is that benefiting you?
Freshdesk helps us streamline our customer support operations by bringing customer conversations and support requests into one centralized platform. It helps us manage and track tickets efficiently, improve response times, automate repetitive support workflows, and ensure better visibility into customer issues. Overall, it enables our team to provide faster, more organized, and consistent customer support.
Michael P.
Powerful, Data-Driven Collaboration with Structured Incident Management
Reviewed on Sep 07, 2026
Review provided by G2
What do you like best about the product?
The collaboration capabilities are useful, and I really like the data-driven approach. It has a structured incident management system, and we can easily track tickets. It offers a practical way to view all tickets in one place, and it’s a truly powerful tool with excellent features.
What do you dislike about the product?
Some application forms ask for a lot of information, and the initial setup can take quite a while to complete. At times, the software also feels a bit rigid, which can make certain steps less flexible than I’d like.
What problems is the product solving and how is that benefiting you?
This tool makes my day-to-day technical support work more organized and helps improve productivity and coordination across the team. It’s also made it much easier to contact the right team quickly, and I can clearly see the status of tasks for the entire team.
Rajesh A.
Freshdesk Delivers an Easy, Effective Support Experience with Great Value
Reviewed on Sep 04, 2026
Review provided by G2
What do you like best about the product?
Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams.
What do you dislike about the product?
While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage support requests through a structured ticketing system. It makes it easier to create, assign, prioritize, track, and resolve requests while maintaining visibility into their status. This helps our team stay organized, reduces the chances of requests being missed, and improves the overall efficiency and consistency of our support process.
Vishnu V Reddy J.
Freshdesk Keeps Support Organized and Easy to Manage
Reviewed on Sep 02, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has made managing customer support so much easier for our team. Everything stays organized in one place, so nothing falls through the cracks.
What do you dislike about the product?
While it’s great for everyday ease of use, its automation and workflow features are a bit basic compared to enterprise-grade platforms.
What problems is the product solving and how is that benefiting you?
It helps me in managing customer requests