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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Vendor support
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
Ease of use
Customer service
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Positive reviews
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Negative reviews
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 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
No
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Customer reviews
saidi r.
Fresh Desk is a great tool that we use to assist our customers with help.
Reviewed on Aug 17, 2026
Review provided by G2
What do you like best about the product?
I love the analysis and history of Freshdesk. Freshdesk tracks agent productivity throughout the day and breaks down this data hour by hour. We are able to jointly find that the United Nations agency has resolved the most important issues or sends immediate responses. All this data is particularly useful once new tickets are assigned, as we are able to consult the history of our best collaborators. Previous tickets are simply searched by keyword, agent, or period. Once several people have participated in a project, it is very useful to decipher which United Nations agency did what and when!
What do you dislike about the product?
A factor that, in my opinion, is improved is having a choice of options to channel an associated email. It is not common to be forced to involve several people in a decision, but when we do, we must include them from the very beginning, as opposed to adding them to Group A. The data always ensures that everyone is on the same page, but it is even more difficult for the agent.
What problems is the product solving and how is that benefiting you?
This application has helped the American state with my organization and communication with my buyers. I enjoy Freshdesk much more than my personal email. It's simply easier!
Recommendations to others considering the product:
I recommend Freshdesk, which is one of the simplest tools allowing the United States to offer our buyers the best quality of services they offer to customers. Improve customer support with the help of Freshdesk.
Kosana A.
Clean, Intuitive Help Desk That Keeps Support Requests Organized
Reviewed on Aug 15, 2026
Review provided by G2
What do you like best about the product?
We’ve found Freshdesk to be one of the easiest help desk tools to work with. It keeps support requests well organized without creating a lot of overhead. The interface is clean and intuitive, so new agents can get up to speed quickly, and the initial setup took very little effort on our end.
What do you dislike about the product?
Reporting and analytics feel a bit basic, and building flexible custom dashboards is harder than it should be. Omnichannel support is there, but overall, it lacks the depth and flexibility more complex support operations really need.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps our support requests organized in one place, which makes day-to-day ticket handling much easier. It's intuitive enough that new agents ramp up fast, and setup was painless. The downside: as our support needs have grown more complex, the reporting and dashboards feel too basic, and omnichannel support lacks the depth we now need.
Broadcast Media
Intuitive and Easy to Use
Reviewed on Aug 14, 2026
Review provided by G2
What do you like best about the product?
I like how intuitive and easy it is to use.
What do you dislike about the product?
Some advanced features can take time to learn.
What problems is the product solving and how is that benefiting you?
Freshdesk keeps support organized, efficient, and easy to manage.
bondada r.
Intuitive, User-Friendly UI That’s Easy to Learn
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
User-friendly interface with a short learning curve and very good UI, very intuitive and simple to use in daily life.
What do you dislike about the product?
Product updates and release notes could be presented in a more intuitive way. In-app guidance and learning resources could be improved.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us centralize and manage customer support requests efficiently through a single platform. It streamlines ticket tracking, prioritization, and team collaboration, ensuring that no customer issue is missed or delayed.
The biggest benefit is improved response and resolution times, which leads to better customer satisfaction. Its automation features reduce manual effort, while the intuitive interface allows team members to learn and use the platform quickly, increasing overall productivity and support efficiency.
The biggest benefit is improved response and resolution times, which leads to better customer satisfaction. Its automation features reduce manual effort, while the intuitive interface allows team members to learn and use the platform quickly, increasing overall productivity and support efficiency.
Consumer Electronics
A usable ticketing system trapped behind an inflexible contract
Reviewed on Aug 13, 2026
Review provided by G2
What do you like best about the product?
Continued use has confirmed that centralized email handling and searchable ticket history remain useful for day-to-day support operations. Agents can review previous conversations and coordinate ticket ownership in one place. However, we have not identified any significant new benefits since the original review.
What do you dislike about the product?
Freshworks should make the commercial terms as clear as the product pricing. Before signature, sales representatives should provide a simple written comparison of all available options and clearly disclose the contract term, cancellation restrictions, seat-reduction limits, and the difference between monthly billing and a month-to-month subscription.
When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change.
When a customer is moved from a discontinued plan under the risk of service interruption, continuity pressure should not be used to rush a long-term commitment. Freshworks should also offer a reasonable process for reducing unused seats or ending the agreement early when business needs materially change.
What problems is the product solving and how is that benefiting you?
Freshdesk gives us one place to receive customer emails, assign tickets, preserve conversation history, and coordinate support work across agents.
However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats.
However, those operational benefits are now outweighed by the lack of commercial flexibility. Our team size changed, but the subscription could not change with it. A support platform should help a business adapt, not require it to keep paying for 15 unused seats.