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 |
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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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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
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
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
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Customer reviews
Zeeshan Ali
Centralized patient queries have improved response times and increased clinic revenue
Reviewed on Apr 16, 2026
Review provided by PeerSpot
What is our primary use case?
My main use case for Freshdesk Omni is the management of patients' queries, as it helps to manage queries from multiple channels like web chat, emails, or various messaging systems such as Instagram and Facebook. Any query received in these channels is converted into tickets, which can be easily tracked and addressed by our staff.
What is most valuable?
Freshdesk Omni helps in the management of multiple communication channels like email, web chat, or other messaging platforms. The queries we receive in these platforms are converted into a ticket, allowing everything to be seen in one place, so the staff can easily track and address the patient's queries. Additionally, it assists with automation; if there's a repetitive query, it is addressed by Freddy AI, which is really helpful, and it also automates workflow, reducing the need for manual interference with these repetitive tasks.
The centralized ticketing system in Freshdesk Omni helps track whether patient queries are effectively addressed and allows us to note the patient's response, indicating whether they are happy or not. Additionally, Freddy AI automates repetitive tasks, reducing manual interference and administrative workflow, so the staff can focus on more high-priority work.
One more valuable feature is that we can receive communication via omni channels like emails, web chat, or different messaging systems, and we can track all of these in one place, improving the patient experience by addressing complaints quickly and efficiently. Freddy AI also helps draft professional-looking replies, which significantly increases our staff's efficiency.
What needs improvement?
One area for improvement with Freshdesk Omni is the initial setup, which is quite complex for new users due to the wide range of features available. Improving onboarding tutorials would help users become more familiar with the platform.
For urgent queries from patients, integrating an SMS alert system for our dental staff would be highly helpful.
The ticket management system, management of different omni-channel communications, automation of workflow, and Freddy AI are really good, but there are some improvements needed during the onboarding process.
The onboarding process for new users should be made simpler, and integrating an SMS alert system for managing urgent patient queries would be beneficial.
For how long have I used the solution?
I have been using Freshdesk Omni for the last six to eight months.
What do I think about the stability of the solution?
Freshdesk Omni is quite stable and reliable, helping us address multiple queries from patients at once without issues.
What do I think about the scalability of the solution?
Freshdesk Omni is scalable and suitable for both small and large organizations, making it adaptable as our dental clinic grows.
How are customer service and support?
Customer support for Freshdesk Omni was good. They helped significantly during the initial setup and addressed the issues we faced during onboarding.
Which solution did I use previously and why did I switch?
I did not use any other solution previously.
How was the initial setup?
The setup requires some technical help from the support team, and licensing is also based on the number of agents using the platform, which is quite simple.
What was our ROI?
Freshdesk Omni helps save time because the time we used to spend talking to patients on the phone or replying to their SMS is now saved as these tasks are handled by Freshdesk Omni itself. This allows us to focus more on patient treatment, which increases the number of patients we serve and enhances our clinic's revenue, ultimately improving our profit margins.
What's my experience with pricing, setup cost, and licensing?
Freshdesk Omni pricing is subscription-based and depends on how many agents are accessing the platform.
Which other solutions did I evaluate?
I evaluated Zendesk before choosing Freshdesk Omni.
What other advice do I have?
Any organization considering Freshdesk Omni should go for it because it saves a lot of time and increases staff efficiency, bringing more revenue and profit to the organization. I gave this product a rating of eight out of ten.
Jeni J.
Efficient Ticket Management, But Requires Tweaking
Reviewed on Apr 14, 2026
Review provided by G2
What do you like best about the product?
I like how Freshdesk keeps all customer conversations organized and easy to track. Its automation features save time and make support work more efficient. The automation in Freshdesk automatically assigns tickets and sends replies, so I don’t have to do everything manually. It saves time, reduces errors, and helps me respond to customers faster.
What do you dislike about the product?
Sometimes Freshdesk can feel a bit complex to set up, especially the automation rules. Also, the interface can be slightly slow or cluttered when handling many tickets at once.
What problems is the product solving and how is that benefiting you?
I use Freshdesk to manage customer queries and support tickets in one place. It organizes messages, avoids missing requests, and speeds up responses. The automation features save time, reduce errors, and improve efficiency.
E-Learning
A simple, straightforward Customer Service Platform
Reviewed on Apr 09, 2026
Review provided by G2
What do you like best about the product?
I like how easily Freshdesk integrates with FreshChat and Freshcaller. The UI is straightforward and easy to understand, and the Freshworks University courses they provide are an excellent introduction to the product for new users. The platform loads quickly, and the search function works well.
What do you dislike about the product?
Freshdesk doesn’t include a “Play” function like Zendesk does, and that’s something I really miss. As an agent, I found that competitor feature particularly useful in my day-to-day work.
What problems is the product solving and how is that benefiting you?
Before using this tool, I struggled with managing scattered customer information and tracking related tickets efficiently. Now, it provides me with a simple yet comprehensive overview of each ticket, related tickets, and customer details in one place. Although I was not involved in selecting this tool at my new job, it being the product of choice has helped me streamline my workflow, reduce response times, and improve my ability to resolve issues faster, resulting in increased productivity and better customer service.
Ajith A.
Clean Interface and Reliable Features You Can Count On
Reviewed on Apr 08, 2026
Review provided by G2
What do you like best about the product?
I really appreciate the clean interface and the reliable features.
What do you dislike about the product?
We occasionally run into errors that create confusion when communicating with our clients.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me track client requests and respond in a timely, efficient manner.
Human Resources
Freshdesk Streamlines User Queries and Integrates Easily
Reviewed on Apr 07, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has allowed my team to keep a track of all the user queries, reply to them easily, simply integrate with any of my ticket management tools, and several other benefits on a daily basis. It is easier to introduce and implement in any corporate customer support setting.
What do you dislike about the product?
The user experience can feel a bit complicated in terms of applying filters, tagging the tickets and finding historical data based on keywords.
What problems is the product solving and how is that benefiting you?
Freshdesk allows us to simply navigate through all our user raised tickets, emails, bug reports, complaints or any queries in a designated, defined and efficient manner. It allows us to streamline the chaos into meaningful insights and happy customers.