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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Free trial
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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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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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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Customer reviews
Straight-forward helpdesk that provides all the features you need to excel at CS.
There's also just enough ability to customize the helpdesk to suit your requirements. Operating in separate regions can make this a challenge but our teams in both the UK and US are able to work separately and also collaborate where needed.
The support that Freshdesk provides is also always quick and provides the answer you need most of the time.
The reporting used to be very simple - it has since changed to a more in-depth analytics tool which evidently has an abundance of information but it isn't as easy to use as other aspects of the platform.
Increase in Csat
Terrific ticketing system
2. Sharing ticket access with members of different groups is also clunky. You shouldn't have to make someone a collaborator or a watcher, you should just be able to add them to an "access" list.
3. Managing tags can be very unwieldy. Maybe AI could be used to help identify tag typos and possible duplicates (e.g., "CCDuplicateCharge" and "DupCCCharge", or "DuplicateRefund" and "RefundDuplicate").
3a. When multiple entities share one instance of Freshdesk, only tags for that entity should be searchable. Even better: each group has its own set of tags.
4. Agents should be able to belong to multiple groups, but choose which queues will auto-assign tickets to them. Currently, when you get added to a group, enabling ticket assignment sends tickets from all groups.