Name: Freshdesk Omni
Rating: 4.4 (671 reviews)

Overview

Product Information on Freshdesk Omni

Updated 13th October 2025

What is Freshdesk Omni?

Freshdesk Omni is a customer support software designed to streamline and unify customer communications across multiple channels including email, phone, chat, social media, and messaging applications. The software provides a centralized inbox for tickets, automated workflow features, and tools for team collaboration to help support teams manage customer queries efficiently. Freshdesk Omni includes capabilities such as ticket routing, real-time reporting, analytics, and integration with third-party applications, enabling businesses to track and resolve customer issues. The software aims to improve response and resolution times by automating repetitive tasks and facilitating contextual conversations, addressing the business challenge of managing high volumes of customer interactions across diverse communication platforms.

Overall experience with Freshdesk Omni

Control System Integrator Ii

50M - 250M USD, Services (non-Government)

FAVORABLE

“Freshdesk Omni Offers Robust Features Yet Challenges in Automation Setup Remain”

4.0

Mar 31, 2026

Our overall experience with Freshdesk Omni is quite good till now. It provides various features and functionality for customer service and support. It's quite a reliable platform and easy to use.

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CRITICAL

About Company

Company Description

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates globally.

Company Details

Company type

Public

Year Founded

2010

Head office location

San Mateo, United States

Number of employees

5001 - 10000

Annual Revenue

500M-1B USD

Website

https://www.freshworks.com

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Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

Reviewer Insights for: Freshdesk Omni

Freshdesk Omni Likes & Dislikes

The AI driven features are really nice. Freshdesk provides everything under 1 platform (Freshdesk, Freshcaller etc.). The Reports and analysis features are amazing to use for internal as well as external purpose.

Sometimes it feels difficult to create automations for different customers and setting up different groups/portals for different customers is a time taking task.

Freshdesk Omni

Overview

Product Information on Freshdesk Omni

What is Freshdesk Omni?

Freshdesk Omni Pricing

Overall experience with Freshdesk Omni

“Freshdesk Omni Offers Robust Features Yet Challenges in Automation Setup Remain”