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
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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
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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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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.
Computer Software
User-Friendly Helpdesk with Great Automation Features
Reviewed on Sep 17, 2025
Review provided by G2
What do you like best about the product?
Clean interface, easy for both agents and Admins to use. Ticket automation rules save lot of manual efforts. Strong Multichannel support and Integration capability. Affordable pricing compared to other enterprising solutions.
What do you dislike about the product?
Mobile App can be laggy and lacks some desktop features. Integrations are good but sometimes limited for niche tools.
What problems is the product solving and how is that benefiting you?
Freshdesk makes it easy to manage the customer support operations, especially for growing businesses like us.
Computer Software
Freshdesk is a solid choice for businesses seeking a comprehensive and user-freindly
Reviewed on Sep 15, 2025
Review provided by G2
What do you like best about the product?
Easy to use .
support multi-channel
easy to integrate with a custom widget.
support multi-channel
easy to integrate with a custom widget.
What do you dislike about the product?
Limitation as report, we can't do customize the report
What problems is the product solving and how is that benefiting you?
as integrated with calling channel , its help to easy to comunicate with customer with respected ticket. solve the customer problems
Christophe R.
A Simple, Reliable, and Scalable Helpdesk Solution
Reviewed on Sep 13, 2025
Review provided by G2
What do you like best about the product?
The clean and intuitive interface is what I appreciate most. Even new team members can quickly pick it up, and the automation options save us hours every week. Freshdesk also keeps everything in one place — tickets, knowledge base, and reporting — so we don’t have to jump between tools.
What do you dislike about the product?
Sometimes advanced customization requires a bit more time or technical know-how than expected. That said, the support team and community resources are very helpful whenever we get stuck.
What problems is the product solving and how is that benefiting you?
Freshdesk is helping us centralize all customer communication, which used to be scattered across email inboxes and chats. Now every request is tracked, assigned, and resolved in one system, so nothing slips through the cracks. It has also improved team collaboration — agents can see the full ticket history and jump in without confusion. On top of that, automation takes care of repetitive tasks, saving us time and reducing errors. The biggest benefit is that our customers get faster, more consistent support, while our team feels less stressed and more in control.
Pruthvi M.
Review for freshdesk
Reviewed on Sep 13, 2025
Review provided by G2
What do you like best about the product?
we can easily use this tool for email, chat, calling, etc.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
if there is any issue in our product then we can easily create a ticket and raise the issue.
we can do reply in this ticket. in ticket we can set type, status, priority, etc.
we can easily search the ticket. we can integrate the third party tool.
this is cloud bases so we can easily access it from browser.
our team daily bases use this tool.
What do you dislike about the product?
if we want more feature then we have to buy plans which is affect on our cost.
What problems is the product solving and how is that benefiting you?
Freshdesk have multi support like email, chat, calling so all options are in the one place so we dont need to use multiple tools and due to this we can save our time, easily manage our work and this tool is provide ticket feature so we can easily create a ticket and track it.
Yash L.
My Honest take about Freshdesk App
Reviewed on Sep 13, 2025
Review provided by G2
What do you like best about the product?
The freshdesk app is lifesaver for staying on top of tickets while i'm out and about. Those real-time pings and super simple dashboard let me handle emails, chats and eveything else without missing a beat, keeping my team humming even on the road.
What do you dislike about the product?
The mobile side skimps on desktop bells like fancy reports and full tweaks, plus those random white screens and sync glitch during busy times hits hard when things get slammed.
What problems is the product solving and how is that benefiting you?
It speeds up ticket fixes with AI-Powered automation for routing, resolving issues, cutting agent workload. plus, It empowers customers with self-service knowledge bases and portals to fix problems.