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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We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support
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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
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 unified agent workspace for complete customer context
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 continuous monitoring and improvement of service metrics
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
Philip F.
Streamlined Support with Efficient Ticket Management
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to manage customer support tickets, live chat, and self-service help articles. It centralizes emails, routes requests to the right team member, and tracks resolution times efficiently. I appreciate that Freshdesk solves missed emails and slow response times by organizing all support channels in one place. The automation rules and reporting save a ton of time, and the interface doesn’t get in the way when I'm busy. I also like how it was easier to set up compared to Zendesk and cheaper for our team size, making it an attractive choice. The setup was pretty straightforward, and the guided onboarding helped a lot.
What do you dislike about the product?
Custom reporting and automation are limited on lower plans. The mobile app feels slower than desktop. Advanced features cost extra, so scaling gets expensive for small teams.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer support tickets, live chat, and help articles. It centralizes emails, routes requests efficiently, and solves missed emails, slow response times, and scattered conversations by organizing all support channels in one place.
Sunil K.
Intuitive, User-Friendly Ticketing That Keeps Support Teams Moving
Reviewed on May 22, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has an incredibly intuitive, user-friendly interface. It makes it easy for our support agents to track, prioritize, and respond to customer tickets, all without a steep learning curve.
What do you dislike about the product?
While the basic features are solid, the advanced reporting and analytics tools can feel a bit rigid. Building and customizing more complex reports to track specific team metrics ends up taking more effort than it should.
What problems is the product solving and how is that benefiting you?
Freshdesk has helped us tackle the chaotic challenge of managing customer issues across separate channels by bringing email, live chat, and social media inquiries into one organized dashboard. Before we started using it, our team often ran into duplicated work, overlapping efforts, and delayed responses. Now we can provide real-time, conversational support while also logging more complex complaints without friction. The biggest benefit has been the noticeable improvement in response times and overall team productivity, which has directly led to higher customer satisfaction and a far more organized workflow.
Verified User in Computer & Network Security
Boosts Productivity with User-Friendly Features
Reviewed on May 20, 2026
Review provided by G2
What do you like best about the product?
I use Freshdesk to manage ticketing and inventories like laptops and headphones. It's very helpful for inventory management, providing all the information about every user's system, including system IP and other details. I appreciate Freshdesk's ability to connect to many other services, like Microsoft Teams, and receive notifications there. I really like its simple UI and user-friendly interface. I also enjoy getting reports on how many people solved tickets each month and the gamified workflow that encourages solving more tickets, which boosts productivity. As an IT Engineer, I find the system's gamified workflow particularly valuable as it assigns points for resolving tickets and deducts for overdue ones, making everyone eager to be in first place.
What do you dislike about the product?
Based on our requirements, everything works fine. But for their AI, we need to pay extra, and because of that, we are not able to use it. It's better if the AI is provided in the same all the licenses. Search accuracy and speed: ticket search becomes inconsistent or slow when the database grows large. Agents waste time finding old conversations, attachments, or customer history. My team did the initial setup, and it was a little bit complex since we needed to add all the details and set up all the navigation.
What problems is the product solving and how is that benefiting you?
I use Freshdesk for managing ticketing and inventory, getting detailed system info for users. It integrates with other services and has a gamified workflow that boosts productivity. However, ticket search can be slow with large databases, creating inefficiencies.
Burak .
Easy-to-Learn Interface That Gets You Productive Fast
Reviewed on May 19, 2026
Review provided by G2
What do you like best about the product?
It is really easy to learn the interface.
What do you dislike about the product?
Sometimes it works a bit slow, but everthing else( integrations, support and ticketing) work fine
What problems is the product solving and how is that benefiting you?
it is really nice for ticketing. Using also AI for analysis and customer interaction is good.
Prithvin R.
Clean, Intuitive Interface, but Ticket Exports and AI Features Need Work
Reviewed on May 18, 2026
Review provided by G2
What do you like best about the product?
The interface is clean and intuitive — ticket views, filters, and agent workflows are easy to pick up without much training. Navigation across modules feels logical, and the dashboard gives a quick snapshot of queue health at a glance."
What do you dislike about the product?
It doesn’t offer strong AI features. I can’t even export all tickets from a specific timeframe with the necessary context. There’s also no clean way to export all tickets along with their full content.
What problems is the product solving and how is that benefiting you?
I manage the startup experience, so I often need to review an account’s past ticket history to gather context. However, Freshdesk hasn’t been very helpful when it comes to providing that kind of granular, detailed context.