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Freshworks Inc.

Freshdesk Omni

Composite Score

8.6 /10

CX Score

8.9 /10

72 Reviews Write a Review

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What is Freshdesk Omni?

Freshworks' cloud-based customer support software, Freshdesk omni, makes customer happiness refreshingly easy. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk enables companies of all sizes to provide a seamless multi-channel support experience across email, phone, web, chat, forums, social media, and mobile apps. Freshdesk’s capabilities include robust ticketing, SLA management, smart automations, intelligent reporting, and game mechanics to motivate agents.

Company Details

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Awards & Recognition

Freshdesk Omni won the following awards in the Knowledge Management category

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2026 Emotional Footprint Champion

Latest Award, 2026

Contract Negotiation

Latest Award, 2026

2025 Data Quadrant Champion

2025

1 Top Rated Capabilities

1 Top Rated Features

2025

Product Impact

2025

2024 Data Quadrant Champion

2024

2 Top Rated Capabilities

0 Top Rated Features

2024

2024 Emotional Footprint Champion

2024

Product Impact

2024

1 Top Rated Capabilities

2 Top Rated Features

2023

2 Top Rated Capabilities

4 Top Rated Features

2022

Freshdesk Omni Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Freshdesk Omni.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

89 Likeliness to Recommend

1
Since last award

100 Plan to Renew

83 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+95 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Freshdesk Omni?

1% Negative

3% Neutral

96% Positive

Pros

Reliable
Performance Enhancing
Enables Productivity
Friendly Negotiation

Feature Ratings

Average 83

Social Features

Role-Based Access

API Integration

Bulk Actions

Configurable Knowledge Repository

Multiple File Type Support

Workflow and Approval Management

Multi-Language Support

Version Control

Intelligent Search

AI Capabilities

Vendor Capability Ratings

Average 83

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Breadth of Features

Vendor Support

Availability and Quality of Training

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Also Featured in...

Customer Service - Enterprise

Score 8.7

View Freshdesk Omni in this category (opens in a new tab)

Field Service Management

Score 7.9

View Freshdesk Omni in this category (opens in a new tab)

Freshdesk Omni Reviews

Agatha A.

Role: Operations
Industry: Recreation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Better than other tools

Likeliness to Recommend

10 /10

What differentiates Freshdesk Omni from other similar products?

It is easier to understand and has the explainer videos to follow for setup and depolyments

What is your favorite aspect of this product?

Has maximum templates for email tickets triggers and auto responses and the cost is fair enough

What do you dislike most about this product?

Customer care are too slow to respond to technical questions often

What recommendations would you give to someone considering this product?

I would recommend the solution because it is faster

Pros

Continually Improving Product
Unique Features
Efficient Service
Effective Service

Lucia M.

Role: Industry Specific Role
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2024

Amazing Customer Service Features

Likeliness to Recommend

9 /10

What differentiates Freshdesk Omni from other similar products?

When it comes to customer service, Freshdesk presents leading features and comes at an amazing cost too.

What is your favorite aspect of this product?

Handling customer service is simplified with Freshdesk. It also offers helpful knowledge management features.

What do you dislike most about this product?

All features of Freshdesk have not disappointed.

What recommendations would you give to someone considering this product?

This is an amazing customer service solution and most businesses with benefit from it's many Capabilities. I recommend it.

Pros

Continually Improving Product
Trustworthy
Unique Features
Efficient Service

James W.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2024

Reliable support program for your company

Likeliness to Recommend

10 /10

What differentiates Freshdesk Omni from other similar products?

Since our organization deals with continuous customer service, it has proven to be an invaluable tool. That is, we use Freshdesk to transparently and accurately track contact with our customers through tickets that become help for us.

What is your favorite aspect of this product?

Freshdesk's interface is very fluid, so I have no problem navigating it. Not only is it easy to reassign tags, but I can tag very easily, which is something I had been looking for for a long time. On the other hand, I'm very good at entries. Its functionalities allow us to establish a contact channel and resolve issues with a complete record.

What do you dislike most about this product?

Frankly, I don't know what else I can say about the program; if only the search filters could be refined to make the process easier and faster.

What recommendations would you give to someone considering this product?

I would recommend it for companies that insist on providing a premium service, it is an ideal solution for managing tickets. Your company can benefit from an in-house help desk that allows for more serious and unbiased interactions with customers.

Pros

Continually Improving Product
Reliable
Enables Productivity
Trustworthy

Freshdesk Omni

What is Freshdesk Omni?

Company Details

Need Assistance?

Awards & Recognition

2026 Emotional Footprint Champion

2025 Data Quadrant Champion

2024 Data Quadrant Champion

2024 Emotional Footprint Champion

Freshdesk Omni Ratings

89 Likeliness to Recommend

1 Since last award

100 Plan to Renew

83 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+95 Net Emotional Footprint

How much do users love Freshdesk Omni?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Social Features Social features allow knowledge users to like, rate, comment, or tag knowledge content.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Version Control Tracking of document versions with each iteration of document changes.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Also Featured in...

Customer Service - Enterprise

Field Service Management

Freshdesk Omni Reviews

Agatha A.

Better than other tools

Likeliness to Recommend

Pros

Lucia M.

Amazing Customer Service Features

Likeliness to Recommend

Pros

James W.

Reliable support program for your company

Likeliness to Recommend

Pros

Most Popular Freshdesk Omni Comparisons

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Feature Ratings

Social Features

Role-Based Access

API Integration

Bulk Actions

Configurable Knowledge Repository

Multiple File Type Support

Workflow and Approval Management

Multi-Language Support

Version Control

Intelligent Search

AI Capabilities

Vendor Capability Ratings

Quality of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of IT Administration

Ease of Implementation

Breadth of Features

Vendor Support

Availability and Quality of Training

Usability and Intuitiveness

Product Strategy and Rate of Improvement