Sold by: Freshworks Inc.Â
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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
Ease of use
Customer service
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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
No security profile
Standard contract
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Customer reviews
Vibhor J.
Intuitive UI and Seamless Collaboration Features
Reviewed on Dec 09, 2025
Review provided by G2
What do you like best about the product?
1. The UI is interactive and easy to get started. It took me just 2-3 days to get a complete picture of how it works.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
2. It provides full collaboration features (with Slack, Teams, Outlook, RingCentral), making it easier to work on the tickets.
3. It also provides FAQ/Knowledge-based articles on the portal, which reduces repetitive queries and allows the customer to help themselves.
What do you dislike about the product?
1. Sometimes, it slows down while switching between tickets within the portal. I hope it will be fixed soon via updates and fixes.
2. The mobile-based application of this tool is not as smooth as it should be.
2. The mobile-based application of this tool is not as smooth as it should be.
What problems is the product solving and how is that benefiting you?
Previously, our client used HubSpot CRM for ticket management. Now, they have switched to Freshdesk. I found this tool more interactive and attractive to work on. The UI is clean and good, and it makes us feel very confident while working on the tickets.
The plans and pricing are also very reasonable compared to the previous tool.
The plans and pricing are also very reasonable compared to the previous tool.
Shivani T.
Effortless Customer Query Management with Freshdesk
Reviewed on Dec 04, 2025
Review provided by G2
What do you like best about the product?
Freshdesk make it easy to manage customer queries in one place. The interface is simple, tickets are well organized and automation saves a lot of time. It is easy to use quick to setup and integrate other apps easily.
What do you dislike about the product?
The mobile app could be easier to use, and the login process should be more straightforward.
What problems is the product solving and how is that benefiting you?
Freshdesk helps me manage customer inquires and booking related questions raised from our website. It keeps all conversations in one place, speeds up my response time and improves the overall customer experience.
Aviral G.
User-First Experience with Excellent Support
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
What stands out most is the user-first experience it provides, with features such as automatic ticket assignment and analytical insights, among others. Additionally support team is very cooperative.
What do you dislike about the product?
What I find disappointing is the absence of a dedicated CSM, as well as the lack of regular follow-ups and scheduled meetings.
What problems is the product solving and how is that benefiting you?
Freshdesk addresses the challenge of assigning tasks among multiple agents and also makes it easier to track the performance of each agent. It uses methods like load balancing to help ensure that work is distributed fairly and efficiently.
Pavel M.
Modern Alternative to Zendesk for Software Support
Reviewed on Nov 25, 2025
Review provided by G2
What do you like best about the product?
This is a more modern alternative to Zendesk for software support and help centers.
What do you dislike about the product?
Integration pool is on a more limited side compared to Zendesk and Intercom
What problems is the product solving and how is that benefiting you?
Organizing customer support and knowledge center for mobile products
Mandeep S.
User friendly interface
Reviewed on Nov 18, 2025
Review provided by G2
What do you like best about the product?
Freshdesk stands out for its user-friendly interface, interface is getting better day by day. We get recent product updates to make the software better
What do you dislike about the product?
Nothing as of now, its working great. Sometimes it takes too long to load
What problems is the product solving and how is that benefiting you?
Reviing recent issues raised and working on it to solve on priority and and get releasing product updates to make it more efficient and reliable