Sold by: Freshworks Inc.
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.
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
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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)
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Support
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
Cost effectiveness
Positive reviews
Mixed reviews
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 Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
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
No
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Customer reviews
James W.
All-in-One Platform
Reviewed on Oct 19, 2026
Review provided by G2
What do you like best about the product?
all products under one roof so to speak and its very user friendly
What do you dislike about the product?
some of the settings are difficult to configure if you are someone who doesnt have much experience using tools.
What problems is the product solving and how is that benefiting you?
solving customer support live chat and emails
Jum B.
User-Friendly, Intuitive Interface That Streamlines Ticket Management
Reviewed on Oct 19, 2026
Review provided by G2
What do you like best about the product?
What I appreciate most about Freshdesk is its user-friendly and intuitive interface. The platform is straightforward to navigate, making it easy to manage customer inquiries, track tickets, and streamline daily operations. Its simplicity and efficiency help improve productivity and overall customer support management.
What do you dislike about the product?
While Freshdesk is generally easy to use, some advanced features and workflows require third-party apps or additional integrations to function effectively. This can increase costs, complicate setup, and affect operational efficiency. Expanding native features and improving automation flexibility would provide a more seamless and cost-effective experience.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us manage high volumes of customer inquiries by centralising tickets, automating assignments, tracking response and resolution times, and maintaining customer communication history. It improves workload distribution, team accountability, and visibility into unresolved issues. Its reporting and SLA monitoring features also help us identify delays, measure agent performance, and maintain consistent service standards across our support operations.
Kavya Sri T.
Affordable, Feature-Rich Freshdesk at a Great Price Point
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has been very affordable for us for the features it offers, and the price point has been great when we compare them with others in the market
What do you dislike about the product?
The knowledge base could use some improvement, and the mobile app isn't as user-friendly as the web version.
What problems is the product solving and how is that benefiting you?
Freshdesk has been very affordable.
Slawek Z.
Simple, Powerful Ticketing with Great Automations and Support
Reviewed on Oct 17, 2026
Review provided by G2
What do you like best about the product?
It’s not as complicated as some competitors—if you’re looking for an easy ticketing tool, this one is really good. The UI is simple, and it’s fairly easy to get started and begin working with it.
I also like that you can add smaller features (like an OOO handler or signatures) and set up integrations with other tools. The ticket automations can handle a lot of cases that I would normally have to do myself. Because the ticketing part is straightforward, you can stay focused on the tickets and work through them quickly.
Support is great as well. When I ran into issues with the API and reports and couldn’t handle it on my own, the support team always helped and suggested out-of-the-box solutions.
I also like that you can add smaller features (like an OOO handler or signatures) and set up integrations with other tools. The ticket automations can handle a lot of cases that I would normally have to do myself. Because the ticketing part is straightforward, you can stay focused on the tickets and work through them quickly.
Support is great as well. When I ran into issues with the API and reports and couldn’t handle it on my own, the support team always helped and suggested out-of-the-box solutions.
What do you dislike about the product?
Connecting the MCP server through AI tools is a bit difficult. Instead of using the native connector, I had to rely on a few workarounds. Also, the rules in the ticketing automation don’t always cover what I need. On top of that, I can’t use full-text search through the API, which would be ideal for working with AI.
What problems is the product solving and how is that benefiting you?
I use Freshdesk mainly for ticketing and ticket automation. The automations and filters save me a lot of time—rather than triaging tickets manually, the automations handle it for me. The ticketing itself is straightforward, and once I set Freshdesk up and integrated it with the other tools we use, it became a real time-saver for working with client cases and data. It also helps me troubleshoot similar cases, since it functions partly as a knowledge base for my team.
Shakielle P.
Smooth Learning Curve and a Strong CRM for First-Time Users
Reviewed on Oct 16, 2026
Review provided by G2
What do you like best about the product?
Freshdesk has a fairly smooth learning curve, and it’s a strong platform even for first-time CRM users.
What do you dislike about the product?
The option to connect to social media is tricky
What problems is the product solving and how is that benefiting you?
Freshdesk helps me keep all communication in one place, so even new employees can easily access the information they need to seamlessly assist long-standing customers.