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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Customer service
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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 AI agents for enhanced resolution capabilities
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 monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
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
No
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Customer reviews
Michael P.
Powerful, Data-Driven Collaboration with Structured Incident Management
Reviewed on Sep 07, 2026
Review provided by G2
What do you like best about the product?
The collaboration capabilities are useful, and I really like the data-driven approach. It has a structured incident management system, and we can easily track tickets. It offers a practical way to view all tickets in one place, and it’s a truly powerful tool with excellent features.
What do you dislike about the product?
Some application forms ask for a lot of information, and the initial setup can take quite a while to complete. At times, the software also feels a bit rigid, which can make certain steps less flexible than I’d like.
What problems is the product solving and how is that benefiting you?
This tool makes my day-to-day technical support work more organized and helps improve productivity and coordination across the team. It’s also made it much easier to contact the right team quickly, and I can clearly see the status of tasks for the entire team.
Rajesh A.
Freshdesk Delivers an Easy, Effective Support Experience with Great Value
Reviewed on Sep 04, 2026
Review provided by G2
What do you like best about the product?
Freshdesk is an excellent customer support and ticketing platform that is both easy to use and highly effective. It offers a great user experience, outstanding customer support, and delivers strong value for money, making it a reliable choice for support teams.
What do you dislike about the product?
While Freshdesk performs well for core customer support and ticketing needs, its advanced features and AI capabilities feel somewhat limited. Greater investment in automation, AI-driven workflows, and regular feature enhancements would help the platform stay more competitive and deliver additional value to users.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage support requests through a structured ticketing system. It makes it easier to create, assign, prioritize, track, and resolve requests while maintaining visibility into their status. This helps our team stay organized, reduces the chances of requests being missed, and improves the overall efficiency and consistency of our support process.
Vishnu V Reddy J.
Freshdesk Keeps Support Organized and Easy to Manage
Reviewed on Sep 02, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has made managing customer support so much easier for our team. Everything stays organized in one place, so nothing falls through the cracks.
What do you dislike about the product?
While it’s great for everyday ease of use, its automation and workflow features are a bit basic compared to enterprise-grade platforms.
What problems is the product solving and how is that benefiting you?
It helps me in managing customer requests
Amilcare C.
Flexible, Well-Organized Incident Management with Customizable Workflows
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
The platform provides excellent control over incident management by serving as a central hub for consolidating all inquiries. It also makes it easy to visualize incident volume, and I especially appreciate the customizable workflows. Overall, there are many different ways to manage incidents, which makes the process feel flexible and well organized.
What do you dislike about the product?
Some customization options require a bit of technical know-how, and the overall design can feel somewhat outdated. At times, the available filters still aren’t sufficient to narrow things down and find exactly what you’re looking for.
What problems is the product solving and how is that benefiting you?
It helps me prioritize requests based on urgency, and the custom reporting features make tracking straightforward. It also lets us manage customer inquiries in one place, and we use it to monitor different situations as they come up. Overall, it’s ideal for teams that receive a high volume of requests.
Legal Services
Freshdesk Keeps Customer Requests Organized and Easy to Track
Reviewed on Aug 26, 2026
Review provided by G2
What do you like best about the product?
Freshdesk makes managing customer requests feel straightforward and well organized. It’s easy to track tickets, quickly see what needs attention, and make sure nothing slips through the cracks.
What do you dislike about the product?
I don’t really have any complaints about Freshdesk, except that the bulletin headings don’t offer multiple options when writing something.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us keep customer requests and support tickets organized in one place. It makes it easier to track issues, follow up with customers, and make sure nothing gets missed. Overall, it saves us time and helps us provide faster and more consistent support.