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 |
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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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
Artificial Intelligence Engine
Native generative AI engine with capabilities for self-service, agent assistance, and actionable insights
Omnichannel Support Platform
Seamless customer service experience across multiple communication channels with automated and conversational support
Intelligent Self-Service Automation
AI-powered resolution system providing instant and personalized customer support across different channels
Advanced Ticketing Management
Collaborative ticketing system enabling cross-team issue resolution and tracking
Agent Productivity Enhancement
Intelligent assistance tools that provide support and guidance for customer service representatives
Multi-Channel Support
Provides support across web, social, mobile, messaging, live chat, email, and voice communication channels
AI-Powered Customer Service
Includes AI-powered bots and intelligent routing capabilities for automated customer interactions
Agent Workspace Integration
Centralized workspace with comprehensive customer context and over 1,200 pre-built integrations
Knowledge Management
Comprehensive knowledge base system for managing and organizing customer support information
Real-Time Analytics
Built-in real-time reporting and analytics tools for tracking and optimizing customer service performance
Workflow Automation
Code-free automation capabilities with ability to generate reports, create real-time updates, and send notifications across teams and tools
Multi-Level Access Control
Enterprise-grade platform with multi-level user permissions and granular audit logs for comprehensive security management
Service Management Platform
Integrated ticketing, project, asset, and knowledge base management system with cross-organizational collaboration features
AI-Powered Service Operations
AI building blocks enabling automated service processes including ticket routing, tagging, and self-service experiences
Advanced Reporting Capabilities
Real-time activity tracking with comprehensive reporting tools for data-driven decision making and trend identification
Validated by AWS Marketplace
FedRAMP
GDPR
HIPAA
ISO/IEC 27001
PCI DSS
SOC 2 Type 2
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No security profile
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Standard contract
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Customer reviews
Priyanshu S.
Centralized Ticketing with Easy Setup
Reviewed on Dec 26, 2025
Review provided by G2
What do you like best about the product?
I like Freshdesk's clean, easy-to-use interface and strong automation features. The ticket management, SLA tracking, and multi-channel support work especially well and help teams stay organized while responding to customers efficiently. The initial setup was very easy, with guided onboarding, clear settings, and quick configuration that allowed us to start handling tickets almost immediately.
What do you dislike about the product?
Some advanced customization and reporting features are limited on lower-tier plans, and setting up complex automation rules can take time. Improving reporting flexibility and simplifying advanced configurations would make the experience even better.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support tickets, respond to queries across multiple channels, and track issues. It solves the problem of scattered queries by centralizing them into one system, helping me stay organized and provide consistent, high-quality customer support.
Ghazanfar F.
Boosts Ticketing Efficiency, Needs Better Automation
Reviewed on Dec 20, 2025
Review provided by G2
What do you like best about the product?
I find Freshdesk incredibly helpful, especially for aligning tickets to the respective agents. It's a very good tool with a lot of automation in ticket handling, which boosts productivity. I like that it's one of the best ITSM tools I've worked with, offering lots of functionality in terms of allocating and resolving tickets. I appreciate its automation, which allows tasks like assigning tickets to be done without manual intervention. This feature reduces the burden of manually assigning 50 to 300 tickets. I also find the initial setup of Freshdesk quite easy and very user-friendly, which is especially beneficial for new users.
What do you dislike about the product?
I've reached out to customer support many times, and it's a bit tedious to get things resolved. Sometimes the automation doesn't work as expected, with tickets being assigned to the wrong agent. This requires extra effort to go into the specific agent's account and figure out what's going on. Freshdesk needs to improve its automation because it occasionally makes errors by assigning tickets to the wrong agent.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to automate ticket alignment, boosting our productivity by letting us focus on solving IT issues instead of manual ticketing. The automation reduces manual workload, easily handling up to 300 tickets, which makes it an excellent ITSM tool.
Computer Software
Freshdesk turned scattered customer chats into a predictable daily workflow
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
Freshdesk made it easier for our team to manage incoming support requests without constantly switching tools. The shared inbox helps us see who is working on which tickets, so nothing gets duplicated or ignored. I particularly like how tickets from chat, email, and web forms land in one queue with clear status updates. Automation rules saved us time by assigning tickets and setting priorities automatically.
What do you dislike about the product?
Occasionally, the UI feels slightly slow when handling a large number of tickets at once. Mobile app functionality is decent, but not as flexible as the desktop version.
What problems is the product solving and how is that benefiting you?
Freshdesk helped us move away from handling customer queries manually through email and spreadsheets. By centralizing all conversations, we reduced delays and improved accountability within the team. Our average first response time became more consistent once automation and SLA rules were in place. Managers now have better visibility into ticket volume and agent workload, which made planning easier.
Construction
Integration Limitations and High Cost Diminish FreshDesk's Value
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
FreshDesk puts a lot of our lead and customer communication in one place. They integrate with most software and setup is relatively easy.
What do you dislike about the product?
Freshdesk is a little pricey for the services offered. It was difficult for my team to holistically manage all lead generating software because not all of our required integrations worked.
What problems is the product solving and how is that benefiting you?
Fresh Desk brought all our customer communications into one place.
Apparel & Fashion
Effortless Ticketing and Seamless Integrations
Reviewed on Dec 19, 2025
Review provided by G2
What do you like best about the product?
simplest of ticketing solution for all customer and internal communication, moreover data download makes the MIS easy, various integration such as WhatsApp, Social Media, and alert system makes the work of the user simple
What do you dislike about the product?
have been using the tool well over 2 years only challenge that I have faced is merging tickets for internal communication and changing email ID
What problems is the product solving and how is that benefiting you?
The platform helps with customer interaction, monitoring workflow, tracking pending tasks, managing complaints, and overseeing daily operations.