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    Freshdesk Omni

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    Deployed on AWS
    Free Trial
    Vendor Insights
    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

    Delivery method

    Deployed on AWS

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    Vendor Insights

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    Financing for AWS Marketplace purchases

    AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
    Financing for AWS Marketplace purchases

    Pricing

    Free trial

    Try this product free according to the free trial terms set by the vendor.

    Freshdesk Omni

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    Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
    Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator  to estimate your infrastructure costs.

    1-month contract (3)

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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.

    Custom pricing options

    Request a private offer to receive a custom quote.

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    Legal

    Vendor terms and conditions

    Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .

    Content disclaimer

    Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

    Usage information

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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.

    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.

    Product comparison

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    Updated weekly
    By Freshworks Inc.
    By Zendesk
    By monday.com

    Accolades

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    Top
    25
    In Contact Center, CRM
    Top
    10
    In Contact Center, CRM, IT Business Management
    Top
    10
    In ITSM Solutions

    Customer reviews

     Info
    Sentiment is AI generated from actual customer reviews on AWS and G2
    Reviews
    Functionality
    Ease of use
    Customer service
    Cost effectiveness
    Positive reviews
    Mixed reviews
    Negative reviews

    Overview

     Info
    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

    Security credentials

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    Validated by AWS Marketplace
    FedRAMP
    GDPR
    HIPAA
    ISO/IEC 27001
    PCI DSS
    SOC 2 Type 2
    -
    -
    -
    -
    No security profile
    No security profile

    Contract

     Info
    Standard contract
    No
    No
    No

    Customer reviews

    Ratings and reviews

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    0 ratings
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    0 AWS reviews
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    3403 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.
    Ayush S.

    Freshdesk: Platform which manages customer queries

    Reviewed on Sep 21, 2025
    Review provided by G2
    What do you like best about the product?
    It is easy to use as it provides user friendly interface, Our Customer Support team also integrates our application with Freshdesk. It track and manages incoming tickets comes from multiple channels. It effectively organizes customer queries and reduced response time. Automate tasks assigned to agents based on the skill set. It provides multiple support on different channels such as email, call & social media in one place. Provides insight support to improve support quality
    What do you dislike about the product?
    We can only use it on laptop or Pc not able to use it in mobile phones. On using daily basis it is easy but the deep customization is not an easy price. Some advanced features includes high price to pay.
    What problems is the product solving and how is that benefiting you?
    It saves time to reduce manual work. It helps to manage customer queries from different channels such as email, chat & call. It automates the repetitive tasks such as follow up, routing & reminders. It helps the Tickets to organize so that we not mis anything.
    Anshu K.

    Freshdesk

    Reviewed on Sep 21, 2025
    Review provided by G2
    What do you like best about the product?
    Freshdesk is easy to use and it will save time to collect support information .it make issue to implementation in any organisation.it can alsoitergrate with any other calling software which can help in reporting and analysis to track performance and enhance the support quality of our organisation.
    What do you dislike about the product?
    some adance features are only avaliable on subscription of fresh desk which leads to lower users of freshdesk. some it is difficult to handle its downtime in organisation who provided 24/7 support to our customers. this leads to customers losses to our organigation.
    What problems is the product solving and how is that benefiting you?
    Mostly fresh desk collect customer information and provide support to our customer with ticketing tools . its also provide records of providing support to our customers by mailing on fresh desk . overall it sbest ticketing tool in telecommunications industry.
    Julia G.

    Freshworks empowers collaboration

    Reviewed on Sep 19, 2025
    Review provided by G2
    What do you like best about the product?
    Freshworks provides great visibility, a great layout, it is scalable, multiple teams can work individually or collaboratively.
    What do you dislike about the product?
    Exporting options could be improved, specifically the way the date range is entered.
    What problems is the product solving and how is that benefiting you?
    We use Custom Objects to further customize Freshdesk to our needs. It is currently a static feature and the ability to integrate to provide automatic versus manual updating would be appreciated.
    Computer Software

    User-Friendly Helpdesk with Great Automation Features

    Reviewed on Sep 17, 2025
    Review provided by G2
    What do you like best about the product?
    Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
    What do you dislike about the product?
    Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
    What problems is the product solving and how is that benefiting you?
    Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
    J A.

    Freshworks Review

    Reviewed on Sep 17, 2025
    Review provided by G2
    What do you like best about the product?
    Tracking Customers conversations , adding notes where its make very easy to understand the case,

    Its has a ability to to track a customers conversation.
    What do you dislike about the product?
    Some time tickets will not get generated due tech issue
    What problems is the product solving and how is that benefiting you?
    Whenever ticket get generated along with that respectively other ticket also visible due to which we can see previous notes and all .
    View all reviews