Sold by: Freshworks Inc.
Deployed on AWS
Free Trial
Vendor Insights
AWS Free Tier
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
Details
Sold by
Categories
Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Skip the manual risk assessment. Get verified and regularly updated security info on this product with Vendor Insights.
Security credentials achieved
(1)
SOC2
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Free trial
Try this product free according to the free trial terms set by the vendor.
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
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.
Custom pricing options
Request a private offer to receive a custom quote.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
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.
Resources
Support
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.
Updated weekly
Top
25
In Contact Center, CRM
Top
10
In Contact Center, CRM, IT Business Management
Top
10
In ITSM Solutions
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
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
-
-
-
-
-
No security profile
No security profile
Standard contract
No
No
No
Customer reviews
Grigor B.
Fast, Modern, and Easy-to-Use Helpdesk Software
Reviewed on Jan 23, 2026
Review provided by G2
What do you like best about the product?
Fast, easy-to-use, modern helpdesk software that feels straightforward and efficient to work with.
What do you dislike about the product?
Compared with Salesforce or Zoho Desk, it feels limited when it comes to customization options and support for custom development.
What problems is the product solving and how is that benefiting you?
Customer support via live chat, chatbot, email (tickets), and telephony—all in one place.
Jean Louvelle N.
Clean, Intuitive, All-in-One Support Hub That Boosts Team Efficiency
Reviewed on Jan 22, 2026
Review provided by G2
What do you like best about the product?
I appreciate Freshdesk most for its clean and intuitive design, which makes support work feel easier and more efficient. Everything, tickets, customer details, SLAs, and communication threads, is organized in a way that helps agents focus without feeling overwhelmed. I also value how it brings all channels into one place, whether email, chat, social media, or phone, so teams don’t have to switch between multiple tools. Its automation features, like auto‑assignment, canned responses, and scenario workflows, save a lot of repetitive effort, while its simple yet powerful knowledge base helps reduce ticket volume and improves customer self-service. On top of that, Freshdesk’s integrations with CRMs and other business apps help keep processes connected, and its reporting tools provide clear insights into performance, backlogs, and customer experience. Altogether, it’s a platform that feels lightweight but capable, making it easier for support teams to deliver fast and consistent service.
What do you dislike about the product?
I wouldn’t say I dislike anything in particular about Freshdesk, but there are a few areas where it could improve. Some advanced features take a bit of time to learn, and certain workflows could be streamlined further. Overall, these are more opportunities for enhancement than actual drawbacks.
What problems is the product solving and how is that benefiting you?
Freshdesk helps streamline and organize customer support by bringing all inquiries into one centralized system, which makes it easier to track, prioritize, and resolve tickets efficiently. It reduces manual effort through automation, like auto‑assigning tickets and sending quick replies, so repetitive tasks take less time, and agents can focus on more complex issues. Freshdesk also provides a clear view of customer history, improving accuracy and personalization in responses. With built‑in analytics and a knowledge base, it helps identify common issues and empowers users to find answers on their own. Overall, Freshdesk improves response times, enhances team productivity, and delivers a smoother, more consistent support experience.
Lettitia F.
Streamlined Enquiry Management, Needs Better Generative AI
Reviewed on Jan 22, 2026
Review provided by G2
What do you like best about the product?
I really like the ease of use and the live analytics in Freshdesk. It effectively auto-directs enquiries to the correct departments, which helps us resolve issues more quickly. I appreciate how easy it was to set up Freshdesk; it only took about three months from approval to implementation. These features have definitely helped us manage customer complaints and enquiries more efficiently.
What do you dislike about the product?
I think the Generative AI feature in Freshdesk could be improved. It should sound more natural and have options for call answering, directing, and responding to customers with specific details.
What problems is the product solving and how is that benefiting you?
Freshdesk auto directs enquiries to the correct departments for quicker resolution, solving the problem of delays during busy periods.
Daniela C.
Best Support Company I’ve Worked With
Reviewed on Jan 22, 2026
Review provided by G2
What do you like best about the product?
The best support company I have worked with, easy for use and implement, integrated with other applications.
What do you dislike about the product?
At the moment, I haven’t found any features that I don’t like.
What problems is the product solving and how is that benefiting you?
It’s an integrated assistant that helps me organize all my PR and Help Desk activities.
Louis-Victor G.
Great UI, but missing dark mode makes long days tough
Reviewed on Jan 22, 2026
Review provided by G2
What do you like best about the product?
The UI is great, and I like it a lot, even though dark mode is missing.
What do you dislike about the product?
There’s no dark mode. I’m in Freshdesk about 8 hours a day, and my eyes end up hurting a lot because of it.
What problems is the product solving and how is that benefiting you?
It’s easy to read and set up.