Sold by: Freshworks Inc.Â
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.
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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Pricing
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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
AWS infrastructure support
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
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
0 ratings
0 AWS reviews
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60 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Osvaldo C.
Good page for support.
Reviewed on Jul 31, 2025
Review provided by G2
What do you like best about the product?
The optimization it offers, your page is very well optimized and you can provide more efficient support.
What do you dislike about the product?
That it does not offer connectivity features with other pages associated with our company.
What problems is the product solving and how is that benefiting you?
Connectivity with other pages. It would be good to integrate so that we know who our customers are and who are prospects.
Arts and Crafts
I think it's best for the support function. Very easy to use.
Reviewed on Jun 04, 2025
Review provided by G2
What do you like best about the product?
I think it's best for the support function. Very easy to use.
What do you dislike about the product?
I think I need some more AI tools for automation.
What problems is the product solving and how is that benefiting you?
Customer issue raised process good feature
Gabriel A.
Spectacular
Reviewed on Feb 19, 2025
Review provided by G2
What do you like best about the product?
I like it because it allows unifying all its services in a single workspace. Its ease of use is practical, the ease of implementation, customer support is complicated but they are always willing to help, my frequency of use is daily almost 24/7, the number of functions it has are very diverse and super easy to integrate.
What do you dislike about the product?
Perhaps communication with support can sometimes be confusing
What problems is the product solving and how is that benefiting you?
The truth is, it has greatly facilitated the use and logistics of the client portfolio that the company currently maintains. It has helped us a lot in organizing all the pending tasks.
Tanir V.
The best platform for tickets and organization
Reviewed on Feb 12, 2025
Review provided by G2
What do you like best about the product?
The best things in Freshdesk are the dashboards and reporting, ease of use, and customer support.
What do you dislike about the product?
Perhaps the cost to use the platform could be better.
What problems is the product solving and how is that benefiting you?
Follow clients' cases
Abdul S.
Best tool for Customer Service
Reviewed on Jan 16, 2025
Review provided by G2
What do you like best about the product?
Easy to track tickets, SLA meet, KPI based on the Freshdesk tickets
What do you dislike about the product?
It's a bit slow when I add FreshDesk properties.
What problems is the product solving and how is that benefiting you?
Filling up the properties via AI