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)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
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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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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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In Contact Center, CRM, IT Business Management
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
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
0 ratings
0 AWS reviews
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3369 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.
Professional Training & Coaching
best platform for the tickets
Reviewed on Aug 01, 2025
Review provided by G2
What do you like best about the product?
very very amazing platform for use good filter features it has.
What do you dislike about the product?
Nothing, absolutely nothing. Everything is best
What problems is the product solving and how is that benefiting you?
I am a support engineer and use this platform everyday. This is the best platform used for support management.
Manan M.
Best CRM for support
Reviewed on Jul 31, 2025
Review provided by G2
What do you like best about the product?
Ease of assignments, views, tracking live tickets, automations and analytics.
What do you dislike about the product?
Data takes some time to update on analytics
What problems is the product solving and how is that benefiting you?
high volume management and automations
Brajesh K.
Frehdesk experience
Reviewed on Jul 31, 2025
Review provided by G2
What do you like best about the product?
This CRM tool is very user friendly and easy to use. keeps the data in very structured manner. implementation is ease which is really helpful. it provide proper access to support the customer . We user on daily basis because other software integration is easy with Freshdesk.
What do you dislike about the product?
Sometimes we need to get the older data which gets removed from portal and we have to get it from cloud.
What problems is the product solving and how is that benefiting you?
We had very unstructured way to manage the customers query and data now it is very easy to maintain the customers data on day to basis.
Taniya D.
it really made our work life easy we can easily search out tickets and merchant details easily.
Reviewed on Jul 31, 2025
Review provided by G2
What do you like best about the product?
We can easily find out ticket in this...
What do you dislike about the product?
i dont find anything bad in this as it made our work life easy.
What problems is the product solving and how is that benefiting you?
it solves to find ticket properly and also can communicate with team easily with the help of ticket.
Steven C.
Freshworks is very simple and user friendly
Reviewed on Jul 31, 2025
Review provided by G2
What do you like best about the product?
The system is simple and easy to use! Allows for better interaction between agents
What do you dislike about the product?
Our organization uses freshdesk and freshservice and the communication between the two can be difficult.
What problems is the product solving and how is that benefiting you?
Autmomation and simplicity