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
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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
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.
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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
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Negative reviews
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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3396 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.
CMA Hrushikesh S.
Dependable Ticketing and Task Monitoring System
Reviewed on Oct 09, 2025
Review provided by G2
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
Brent A.
ITSM service that has great integrations
Reviewed on Oct 06, 2025
Review provided by G2
What do you like best about the product?
Great integrations and very easy to customize.
What do you dislike about the product?
Some internal terms are different for users.
What problems is the product solving and how is that benefiting you?
ITSM solution with asset management
Akash P.
All corporate email needs in one platform!
Reviewed on Oct 06, 2025
Review provided by G2
What do you like best about the product?
Provides simple layout for ease of use and a lot of other features to help is customer email management. The software is also integrated to our in-house requirements to help in providing timely customer support and in providing resolution at the earliest.
What do you dislike about the product?
The only disadvantage is, if there are multiple tabs of this software open, the login goes to the recently refreshed page instead of staying at the main page where login is done. It's a nitpick, but no other complaints other than that.
What problems is the product solving and how is that benefiting you?
The software integrates email and calling in one place, making it easier for ticket and data management.
Falguni D.
Freshworks helped me a lot in my working period .
Reviewed on Oct 03, 2025
Review provided by G2
What do you like best about the product?
Freshworks is built to be straightforward to set up, even for those with little or no coding experience. For many organizations, the onboarding process is quick, allowing you to realize benefits early on. Rather than having to assemble various separate products, Freshworks provides a suite—including support, CRM, IT service management, chat, and marketing—that are intended to integrate seamlessly. This can help streamline workflows and minimize friction.
What do you dislike about the product?
At times, the support agents might not completely grasp the issue before offering solutions, and there can also be delays in their responses.
What problems is the product solving and how is that benefiting you?
AI chatbots and Freddy AI Agents are capable of understanding user intent and context, retrieving relevant knowledge base information, and even performing tasks such as fetching order status or sending invoices without the need for human involvement. The automation features, including workflow rules, allow for automatic ticket routing, tagging, escalation, assignment based on predefined rules, and SLA tracking. The unified task and ticketing system provides omnichannel support by consolidating all customer communication channels—such as chat, email, social media, and WhatsApp—into a single platform, giving agents a complete view of each customer's interactions.
Arun J.
A versatile ticketing tool, but requires a revamp
Reviewed on Oct 02, 2025
Review provided by G2
What do you like best about the product?
The ticket listing is good and lot of information available.
What do you dislike about the product?
The ui is very old as someone tried to modify it and did halfway cooked one. Incomplete, Tickets and its markers are too complicated for a agent
What problems is the product solving and how is that benefiting you?
Ticketing and tracking of current tickets