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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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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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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Customer reviews
0 ratings
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3369 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.
Upendra Kumar S.
Freshdesk: A Complete Solution for Managing Customer Queries Efficiently
Reviewed on Oct 10, 2025
Review provided by G2
What do you like best about the product?
There are some features which I like most about Freshdesk are:
1. Very clean and easy to use interface.
2. Ticket management is smooth and well organized.
3. Automation rules save a lot of manual effort in assigning and resolving tickets.
4. Great integration options with tools like Slack, Jira etc.
5. Real-time notifications help the team respond faster to customers.
6. Excellent reporting and analytics for tracking team performance.
7. Collaboration between support agents is seamless.
8. Mobile app makes it easy to manage tickets.
1. Very clean and easy to use interface.
2. Ticket management is smooth and well organized.
3. Automation rules save a lot of manual effort in assigning and resolving tickets.
4. Great integration options with tools like Slack, Jira etc.
5. Real-time notifications help the team respond faster to customers.
6. Excellent reporting and analytics for tracking team performance.
7. Collaboration between support agents is seamless.
8. Mobile app makes it easy to manage tickets.
What do you dislike about the product?
There are some areas which I feel Freshdesk should have to focus on:
1. The interface sometimes feels slow when handling too many tickets.
2. Limited customization options for reports and dashboards.
3. Setting up automation rules can be a bit tricky for new users.
4. In Mobile App need to focus on more features and make it efficient and responsive.
5. Search functionality doesn’t always fetch accurate results.
6. Pricing can get higher as your team scales up.
1. The interface sometimes feels slow when handling too many tickets.
2. Limited customization options for reports and dashboards.
3. Setting up automation rules can be a bit tricky for new users.
4. In Mobile App need to focus on more features and make it efficient and responsive.
5. Search functionality doesn’t always fetch accurate results.
6. Pricing can get higher as your team scales up.
What problems is the product solving and how is that benefiting you?
The major problems which Freshdesk is solving are:
1. Helps us manage all customer queries and tickets in one unified place.
2. Improves response time and ensures no customer issue gets missed.
3. Brings better visibility into team performance and workload.
4. Automations save time by assigning and categorizing tickets automatically.
5. Makes collaboration between support and technical teams easier.
6. Provides detailed reports that help us track customer satisfaction and SLAs.
7. Enhances overall customer experience through timely communication.
8. Reduces manual effort and increases team productivity.
1. Helps us manage all customer queries and tickets in one unified place.
2. Improves response time and ensures no customer issue gets missed.
3. Brings better visibility into team performance and workload.
4. Automations save time by assigning and categorizing tickets automatically.
5. Makes collaboration between support and technical teams easier.
6. Provides detailed reports that help us track customer satisfaction and SLAs.
7. Enhances overall customer experience through timely communication.
8. Reduces manual effort and increases team productivity.
CMA Hrushikesh S.
Dependable Ticketing and Task Monitoring System
Reviewed on Oct 09, 2025
Review provided by G2
What do you like best about the product?
Fresh desk is used in my organization as ticketing and monitoring tool. The reporting flexibility, dashboard and UI are particularly easy to work and operate on.
What do you dislike about the product?
Ingration with other platforms such as Google Workplace can be better
What problems is the product solving and how is that benefiting you?
Ticket queue monitoring
Somil S.
Solid Support Tool with Room for Improvement
Reviewed on Oct 01, 2025
Review provided by G2
What do you like best about the product?
I appreciate how Freshdesk addresses our support issues, improving our organizational reputation. Its feature to assign due dates to tickets and the ability to undo responses shortly after sending them are particularly useful. These capabilities cater to our needs effectively, making Freshdesk our clear choice for support software.
What do you dislike about the product?
Setting up Freshdesk was challenging at first due to my initial unfamiliarity with the software. Additionally, the lack of a dark mode in Freshdesk is inconvenient for me, as it would ease eye strain, especially since many applications now support this feature. Moreover, Freshdesk's file size limit of 22 MB is restrictive, negatively impacting the user experience when larger files need to be shared, leading to frustration as users must minimize files.
What problems is the product solving and how is that benefiting you?
I use it to enhance our support experience, improving organizational reputation and user satisfaction.
Lindokuhle M.
this product feels like a distant cousin of intercom
Reviewed on Oct 01, 2025
Review provided by G2
What do you like best about the product?
The analytics system is very helpful to help track team performance
What do you dislike about the product?
sometimes the stats that are reflected are not so accurate.
What problems is the product solving and how is that benefiting you?
making direct communication with our driver network and assisting them while they are on the road
Pikal D.
Its easy to keep a track on tickets and escalated cases.
Reviewed on Sep 30, 2025
Review provided by G2
What do you like best about the product?
Easy to use, search and communicate with other teams or customers
What do you dislike about the product?
UI is a bit confusing and messed up major problems encountered when it comes to JIRA
What problems is the product solving and how is that benefiting you?
Its helping to solve tickets, escalation cases, communicating with other teams and customers as well.