Sold by: Freshworks Inc.
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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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Delivery details
Software as a Service (SaaS)
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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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Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
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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
AI-Powered Automation
AI agents capable of handling customer issues from start to finish with automated resolution capabilities
Multi-Channel Support
Support across web, social, and mobile channels with unified agent workspace for centralized conversation management
Knowledge Management System
Knowledge graph and knowledge management capabilities for organizing and accessing customer service information
Integration Ecosystem
Over 1,200 pre-built integrations with native AWS connectivity and custom integration configuration tools
Real-Time Analytics and Reporting
Built-in analytics, real-time reporting, and measurement insights for monitoring service performance and outcomes
Ticketing and Request Management
Centralized ticketing system for managing and tracking service requests and incidents with SLA compliance capabilities
Workflow Automation
Code-free automation builder enabling custom workflows for ticket routing, tagging, notifications, and CSAT survey distribution
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
No
Customer reviews
Sritapa D.
Efficient Support Platform for Scalable Property Management
Reviewed on May 14, 2026
Review provided by G2
What do you like best about the product?
FD offers a clean and user friendly UI which made it easy for me to manage tenant communication, maintenance requests and support tickets efficiently.
The automation features, integrations and AI powered tools helped reduce manual work and improved our response time in our property management operations.
It also provides strong value for money with good pricing, performance remains reliable. The reporting tools, customer support features and the communication system made it a good and practical solution for improving our productivity and tenant experience.
The automation features, integrations and AI powered tools helped reduce manual work and improved our response time in our property management operations.
It also provides strong value for money with good pricing, performance remains reliable. The reporting tools, customer support features and the communication system made it a good and practical solution for improving our productivity and tenant experience.
What do you dislike about the product?
While it is easy to use, some advanced automations and AI Features and integrations usually under high end pricing plans, which increased costs as our business was growing.
Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.
While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking
Sometimes the platform felt slow when handling large ticket volumes, and some UI sections required too many clicks to complete simple tasks.
While reporting and analytics are useful, but sometimes lack flexibility for highly customised operational tracking
What problems is the product solving and how is that benefiting you?
It helps solve the problem of managing a large volume of tenant communication, tenant requests, and internal coordination in one centralised platform. Instead of handling conversation accross emails, calls and multiple apps, it helped us organize everything into tickets that we could track, through assigning it to different agents, plus it gave us response timelines.
How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.
Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations.
How it benifted us? Well it improved our response time, there was a reduction in missed requested, and there was clarity across operations.
Automations, inegrations and AI assited workflows helped save staff time, improve team productivity, and because of that we have been able to deliver consistent experience for tenants, while supporting our property management operations.
Insurance
Feature-Rich, but Pricing, Complexity, and Performance Issues Hold It Back
Reviewed on May 14, 2026
Review provided by G2
What do you like best about the product?
Easy-to-use interface that requires minimal training
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
Strong ticketing and omnichannel support for email, chat, phone, social
Helpful automation features that reduce repetitive support tasks
What do you dislike about the product?
Pricing increases quickly when adding advanced features or more agents
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
Some users report slow or inconsistent customer support experiences
The platform can become overwhelming because of the large number of features and settings
Occasional ticket duplication and performance slowdowns during high volumes
What problems is the product solving and how is that benefiting you?
Improves cross-team collaboration with integrations like Slack and Microsoft Teams
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Speeds up response and resolution times by giving agents full customer context in one place
Supports scalable customer service with AI chatbots and workflow automation
Telecommunications
Amazing Ticket Support Platform
Reviewed on May 11, 2026
Review provided by G2
What do you like best about the product?
I love the automated ticket routing. These features eliminate manual work and prevent duplicate replies, saving our team some extra work of coordination every week. The performance and the onboarding are also great.
What do you dislike about the product?
Nothing. I feel it’s an excellent product for what it offers.
What problems is the product solving and how is that benefiting you?
Freshdesk fixes our inbox. It's great to have everything in one clean place instead of losing track of emails. The UI is super easy to get used to. It’s been very good for our daily speed and organization.
Computer Software
Helpful for Resolving Customer Tickets
Reviewed on May 08, 2026
Review provided by G2
What do you like best about the product?
Its helpful in resolving customer tickets
What do you dislike about the product?
The performance is slow when many customer tickets arrive
What problems is the product solving and how is that benefiting you?
Its neat and clean, easily understandable
E-Learning
All-in-One Ticketing That Keeps Our Teams Coordinated
Reviewed on May 06, 2026
Review provided by G2
What do you like best about the product?
Almost all in one place. I can organize tickets and coordinate efforts with other teams without getting out of freshdesk.
What do you dislike about the product?
Maybe they could have more grouping options like folders to group similar issues.
What problems is the product solving and how is that benefiting you?
Messy customer support. Freshdesk is way better than gmail and on top of that it has sautomation capabilities, canned responses and quick solutions.