Freshdesk Omni: Omnichannel, AI-Powered Support and Chat Software

Customer service that puts people first

With Freshdesk, AI handles the complexity from day one while your team builds the connections. All in a central workspace designed for faster and accurate resolutions.

Try it free Book a demo

Loading video...

Trusted by 50,000+ businesses worldwide

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 stays on customers, not busywork.

Stay focused with the Freshdesk Command Center

Remove channel and context silos and improve resolution rates with the Freshdesk Command Center, your home base for customer service. Bring every conversation, customer insight, and AI intelligence into one place so agents stay locked in and ready to resolve.

0:00/ 0:00

Automate resolutions with ready-to-launch AI agents

Empower support teams with AI Copilot and AI Insights

Easily scale, whether you're a support team of 10 or 500

The full customer service experience

Everything you need to support customers and empower teams—all in one place, available out of the box

Unified inbox

Channel set up

Knowledge base

Advanced workflows

Omnichannel insights

Manage conversations and tickets from one inbox

Convert customer conversations into tickets for deeper problem solving. Organize, prioritize, and collaborate across teams to resolve with ease, without losing context.

Switch on new channels overnight

New channels like WhatsApp, Instagram, Facebook, and more plug into the same workspace. Admins can enable them with a few clicks, set channel-specific AI agents, SLAs, and routing in minutes.

Help customers help themselves

Create a branded help center where customers can find answers fast. Deflect common questions, reduce ticket volume, and deliver self-service through articles, FAQs, and community forums.

Manage workflows with ease

Set channel-specific and SLA-based rules for routing and granular, channel-based business hours to match how your team actually operates. Set up automations like auto response, auto resolve, auto assignment, and auto escalation.

Turn data into better decisions

Track key metrics like CSAT, response times, and ticket trends–by channel. Spot bottlenecks, monitor team performance, and turn insights into action.

Meet Freddy AI

From AI Agents that resolve queries 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 great experiences across every channel.

Book a demo

Join 74,000+ companies uncomplicating customer service

I want the ability to get one view of how we support our customers—not just the number of tickets, but any information on how we interact with them. You've got to bring everything into one platform. Freshworks allows us to do that.

Tony BarboneChief Revenue Officer

Freshdesk’s agent workspace, and how it worked, was very user-friendly—it had all the features we needed to collect tickets, assign tickets to different agents, and store information.

Luke GasparField Engineer

I had team members who weren’t comfortable at all with emails. With Freddy AI, they’ve gained so much confidence, and the quality of emails they’re sending now is remarkable.

Keira HayterSales Team Manager

AI chatbots now answer up to 30% of questions, helping to free up Hobbycraft's agents so they can spend more time sharing their crafting knowledge.

Simon BirchCustomer Service Manager

Industry-leading results with Freshdesk

Up to 80%Resolutions with Freddy AI Agent

<2 minsAverage conversational resolution time

97%Omnichannel first contact resolution rate

60%Improved agent productivity with Freddy AI Copilot

*Stats sourced from Customer Results and Customer Service Benchmark Report 2025

INSTALL. CUSTOMIZE. BUILD.

Connect your business apps

Integrate with the tools your team relies on, seamlessly connected with Freshdesk. Get started without any complexity.

TOP-RATED

The experts agree

Recognized by G2 and TrustRadius for delivering modern, AI-powered customer service that drives results.

CustomerSelf Service HighestUserAdoption Enterprise Adoption

Scale your support without scaling cost.

Freshdesk Omni is the smart conversational support platform that helps you deliver meaningful customer experiences across every channel

Get a Demo