Customer service that puts people first
With Freshdesk, AI handles the complexity from day one while your team builds relationships. All in a central workspace designed for faster and more accurate resolutions.
Everything you need to be resolution-ready
Get everything you and your team need for faster resolutions in a single, connected command center. Use People-first AI so your focus is on customers, not on doing business.
With Freshdesk Omni, you get ticket management that follows the customer through every channel and gives agents full context. Let Freddy AI automate routine tasks while the team works in a modern ticket management system that delivers faster, more personalized service and builds stronger customer relationships.
Everything you need to be resolution-ready
Stay focused with Freshdesk Command Center
Remove channel and context silos and improve resolution rates with Freshdesk Command Center, your home base for customer service. Bring all conversations, customer insights, and AI intelligence together in one place so agents can stay focused and ready to resolve issues.
Automate resolutions with AI agents ready to deploy
Automatically resolve both simple and complex issues, whether it's travel bookings, inventory checks, or payment processing. Freddy AI Agent maintains context, understands intent, responds in multiple languages, and hands off to humans when needed.
Empower support teams with AI Copilot and AI Insights
Help agents work faster with AI Copilot that assists in real-time with summaries, live translations, and response suggestions. Enable leaders to stay ahead with AI Insights that generate proactive alerts and instant reports.
Scale easily, whether you're a support team of 10 or 500
Expand your support operations without hassle. Open new channels overnight and automate routing, service levels, business hours, and other workflows with ease as your needs evolve.
AI-powered omnichannel for modern customer service
Freshdesk Omni combines all customer communication in a unified platform with powerful AI enhancement to deliver exceptional service through all touchpoints.
True omnichannel platform
Handle all customer interactions from a unified solution with seamless experience
AI-powered customer service
Freddy AI automates and improves every aspect of the customer experience
Fast implementation
Get started in just days with an intuitive platform that grows with you
Supercharged agents
Give your employees superpowers with AI assistance and complete customer context
Meet Freddy AI
From AI Agents that resolve requests and tasks to AI Copilot and AI Insights for human agents and leaders – Freddy AI combines automation and intelligence to help your team work more efficiently, scale effortlessly, and deliver amazing experiences across all channels.
Freddy AI is the heart of Freshdesk Omni and works on multiple levels to transform the customer experience. From intelligent automation to insightful analytics, Freddy helps all aspects of your customer service perform better.
- ✓Freddy Bots automate up to 70% of routine tickets
- ✓Freddy Copilot assists agents with suggestions and insights
- ✓Freddy Insights identifies trends and improvement opportunities
- ✓Freddy Admin automates administrative tasks
- ✓Support for 25+ languages including Swedish
- ✓Continuous learning for constant improvement
Unified Agent Workspace – all context in one place
Give your agents all the tools and information they need to deliver exceptional service in a unified, powerful interface.
Freshdesk Omni gathers all customer interactions in a single intuitive interface that gives agents complete context and powerful tools to resolve tickets quickly and efficiently.
- ✓Complete customer profile with history from all channels
- ✓AI-generated response suggestions based on context
- ✓Relevant knowledge articles available directly in the interface
- ✓Built-in collaboration tools to involve colleagues
- ✓Automatic prioritization and categorization of tickets
Industry-leading results with Freshdesk
*Statistics from customer results and Benchmark Report 2025
Resolutions with Freddy AI Agent
Of tickets are resolved automatically by AI agents without human intervention.
Average resolution time for conversation tickets
Fast and efficient resolutions with AI agents.
Omnichannel first contact resolution rate
First contact resolution rate across all channels with Command Center.
Improved agent productivity with Freddy AI Copilot
Agents work more efficiently with AI assistance.
The complete customer service experience
Everything you need to support customers and help teams – in one place, fast and easy
Unified inbox
Manage conversations and tickets in a single inbox. Convert customer conversations to tickets for deeper problem-solving. Organize, prioritize, and collaborate across teams for easy problem resolution without losing context.
Comprehensive functionality for modern customer service
Freshdesk Omni combines powerful tools with intuitive use to meet the needs of today's demanding organizations
AI-powered self-service
Let Freddy AI handle up to 70% of your support tickets automatically. Customers get instant answers around the clock in over 25 languages through intelligent chatbots that can retrieve information from your knowledge base, product data, and previous interactions to provide accurate and personalized responses.
Freddy AI Copilot for agents
Increase agent productivity with an intelligent AI assistant that suggests responses, analyzes customer tickets, summarizes long conversations, and recommends the next best action based on historical data and best practices.
Unified Customer Record
Get a complete 360-degree view of every customer. Freshdesk Omni gathers all customer information - from previous tickets and purchase history to interactions across all channels - in a unified interface that gives agents all the context they need.
Seamless omnichannel experience
Eliminate silos between support channels. Freshdesk Omni integrates email, phone, chat, WhatsApp, SMS, and social media into one platform, allowing customers to switch channels mid-conversation without having to repeat information.
Advanced automation
Save time and reduce errors with powerful automation rules. Tickets are automatically categorized, prioritized, and assigned based on keywords, customer attributes, or other criteria, ensuring consistent handling and shorter response times.
Collaboration space
Foster collaboration between teams with built-in ticket management tools. Share tickets, comment privately, assign tasks, and work together to resolve complex customer issues quickly and efficiently.
Customizable workflows
Adapt processes to your specific needs without coding. Create custom ticket fields, automations, statuses, and reports that reflect exactly how your team works and can evolve with your business.
Freddy Insights
Identify trends and improvement opportunities automatically with AI-powered insights. Predict increased ticket volume, discover recurring issues, and optimize resource allocation with advanced analytics and proactive recommendations.
What our customers say about Freshdesk Omni
“We are very pleased with the support we received during the implementation of FreshDesk. The process was smooth and communication was clear, which helped ensure a quick and efficient transition to the new system”
Parks and Resorts
Betrodda av ledande företag
Frequently asked questions about Freshdesk Omni
What is the difference between Freshdesk and Freshdesk Omni?
While Freshdesk focuses on ticket management, Freshdesk Omni combines all Freshworks customer service tools (Freshdesk, Freshchat, Freshcaller) into a unified AI-powered platform. Omni provides omnichannel capability, advanced Freddy AI integration, and a unified agent workspace for seamless customer service across all channels.
How can Freddy AI improve our customer service?
Freddy AI acts as an intelligent assistant on multiple levels: it automates customer interactions via chatbots, helps agents with suggested responses and actions, gives leaders insights and trend analysis, and automates administrative tasks. This leads to faster response times, higher quality support tickets, and significantly better productivity for the entire operation.
What communication channels does Freshdesk Omni support?
Freshdesk Omni supports a wide range of channels including email, phone, live chat, WhatsApp, SMS, Apple Messages for Business, Facebook Messenger, Twitter/X, Instagram, as well as a self-service portal and knowledge base. All these channels are managed from a unified interface with complete conversation history.
How long does it take to implement Freshdesk Omni?
Most organizations can be up and running with basic functionality within days to a couple of weeks. For larger implementations with custom workflows and integrations, it may take 3-5 weeks. Through scaly's proven implementation methodology, we minimize business disruption and ensure fast time-to-value.
What integration options are available in Freshdesk Omni?
Freshdesk Omni offers over 1000+ ready-made integrations through the Freshworks Marketplace, including CRM systems, e-commerce solutions, payment systems, and collaboration tools like Slack and Microsoft Teams. The platform also has a comprehensive API that enables custom integrations with internal systems.
How do we measure ROI with Freshdesk Omni?
Freshdesk Omni delivers measurable value through several key metrics: reduced ticket handling time (often 30-40%), increased automation rate where AI resolves up to 70% of routine tickets, higher First Contact Resolution, reduced workload for agents, improved CSAT scores, and lower operational costs. The platform's built-in analytics help you track these improvements continuously.
Effective ticket management is the foundation for a smooth customer experience and internal processes. With Freshdesk Omni, the organization gets a complete ticket management system that collects all conversations from phone, email, chat, and social media in a digital service desk where no ticket is lost.
The platform combines automation rules, AI-based routing, and clear SLAs so the support team can quickly prioritize the right tickets and create transparency for the customer. By connecting Freshdesk Omni to CRM, billing systems, and internal tools, a cohesive customer journey is created where the entire organization shares the same information.
A modern ticket management solution is also about analytics. With Freddy AI and real-time reports, management gets the data to optimize staffing and identify areas for improvement. The result is a scalable omnichannel flow that strengthens customer satisfaction, reduces service costs, and frees up time for proactive customer care.
Ready to take your customer service to the next level?
Let us show you how Freshdesk Omni can transform your customer experience across all channels.