Unified agent workspace
Bring channels, customer history, ticketing, and teams together in one high-performance agent workspace. Total customer focus, no swivel chair required.
Everything you need in one place. Simple.
See a complete summary of customer interactions. Advanced ticketing. Omnichannel support. All in one AI-powered, “where has this been all my life?” view.
Every channel. One voice.
Easily monitor customer interactions across every channel in a simple unified dashboard. No more pinging from one screen to another to follow the thread. Just see, solve, and reply, all in one place. Built-in AI helps with tone, content, and next steps.
All the backstory, right up front
With a complete 360-degree view of customer history, including key activities, past interactions, preferred channels, knowledge base, and downloads, customer service agents can see what’s been done and what to do next. It’s personalized support, simplified.
Tickets, too? Yep, tickets, too.
The same unified workspace also lets you assign tickets to individuals or groups, manage ticket lists, and filter tickets by agent. If a particular case requires a little more information? Add a custom field and share details easily.
AI in the background = customers in the foreground
Freshdesk Omni weaves gen AI capabilities throughout the all-in-one workspace so agents and customers have a better experience.
AI to say the right thing
Automated responses let you stop reinventing the wheel. When common customer questions arise, AI helps you save the most useful responses, personalize answers quickly via dynamic placeholders, and organize canned responses into easy-access folders.
Explore more capabilities
Improve efficiency and deliver excellent customer service every step of the way, thanks to a powerful array of features and capabilities enhanced with AI.
Omnichannel solution
Engage customers wherever they are, including email, text, social, and other channels.
Advanced ticketing
Resolve customer issues faster with robust ticketing supported by AI and automation.
Self-service
Deflect customer queries 24/7 with quick-to-deploy, intelligent chatbots across channels.
AI and automation
Let Freddy AI help customers, agents, admins, and leaders do more with less time and effort.
Collaboration
Work together easily with communication, information, and automation all in one place.
Intelligent insights and analytics
Stay ahead of emerging issues with proactive, AI-driven insights and next steps.
Streamlined admin
Take the pressure off admins with AI, workflow automation, and easy customizations.
Integrations
Scalability, not complexity. Freshdesk Omni lets you deepen personalization by connecting bots with apps to bring in critical data.
Explore integrations
Convert one-on-one conversations to tickets and handle them with ease.
Track and create tickets from customer comments and replies without switching screens.
Salesforce
Unify your customer data in one view—and spend less time switching between tools.
Shopify
Connect to your Shopify store and engage with customers across multiple channels.
Zoom
Resolve issues faster through direct customer interactions via audio, video, and screen sharing.
Google Calendar
Banish the toggle. Integrate your calendar to manage appointments in one unified workspace.
Related resources
Explore how gen AI and all-in-one capabilities are transforming customer service. Boost CX. Improve agent productivity. Lock in competitive advantage.
Forrester on the TEI of Freshworks
See the Total Economic ImpactTM of ticketing and conversational support in one with Freshworks.
Meet Freddy AI, your agents’ new best friend
See how AI can help agents resolve issues faster, taking productivity to another level.
Thomas Cook improves first-response SLA by 67%
Every core customer service metric improved when support went fully digital with Freshworks.
See how Freddy AI Copilot unleashes productivity
Get to know Freddy AI Copilot, the always-on assistant for agents and admins, powered by gen AI.
Wave goodbye to the swivel chair. Start your free trial today.
14 days. No credit card required. No strings attached.