Freshdesk Omni 2026: Benefits, Features & Pricing
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Wondering if Freshdesk Omni is right for your organization?
Our Customer Service Software selection experts can help you in 15 minutes or less.
- Overview
- Pricing and Plans
- Features
- Integrations
- User Reviews
Overview
Pricing
Starting at $29.00 per month
About Freshdesk Omni
Freshdesk Omni simplifies tracking agent performance, workload distribution, and task assignment, enabling leaders to optimize agent efficiency and productivity. From an agent training and QA point of view, the built-in AI helps coach reps in real-time after every customer resolution with proactive quality management. Instead of hiring a QA team and reviewing conversations and calls, the system automatically performs in-depth reviews and shares its findings with your team to help your agents improve their performance.
Freshdesk Omni Screenshots
Freshdesk Omni Pricing and Plans
Growth
$29.00
Plan includes:
- Growth
Pro
$69.00
Plan includes:
- Growth
Enterprise
$109.00
Plan includes:
- Growth
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Freshdesk Omni Features
- Popular features found in Customer ServiceAlerts/EscalationAutomated RoutingCall Center ManagementConversation IntelligenceCRMKnowledge Base ManagementQueue ManagementReporting & StatisticsSurveys & Feedback
- More features of Freshdesk OmniAccess Controls/PermissionsActivity DashboardActivity TrackingAI CopilotAlerts/NotificationsAPIAppointment ManagementAutorespondersCatalog ManagementChatbotChat/MessagingCollaboration ToolsCommunication ManagementContent CreationContent ManagementCustomer CommunicationCustomer DatabaseCustomer Experience ManagementCustomer HistoryCustomer SegmentationCustomizable BrandingCustomizable FieldsCustomizable FormsCustomizable ReportsCustomizable TemplatesDashboardData Import/ExportDecision SupportDrag & DropEmail ManagementEmail TemplatesEngagement TrackingEvent Triggered ActionsFeedback ManagementFull Text SearchGamificationInbox ManagementInteraction TrackingKnowledge ManagementLive ChatMonitoringMulti-Channel CommunicationMulti-Channel Data CollectionMulti-LanguageOne-to-One MessagingOnline ForumsPerformance MetricsPredictive AnalyticsReal-time ConversationsReal-Time DataReal-Time MonitoringReal-Time NotificationsReporting/AnalyticsRole-Based PermissionsSearch/FilterSelf Service PortalSentiment AnalysisService Level Agreement (SLA) ManagementSingle Sign OnSocial Media IntegrationSSL SecuritySupport Ticket ManagementTaggingTemplate ManagementText EditingThird-Party IntegrationsWidgetsWorkflow Management
Freshdesk Omni Integrations
See all 67 integrations
Freshdesk Omni User Reviews
Overall Rating
3.3
Ratings Breakdown
5
25%
4
0%
3
50%
2
25%
1
0%
Secondary Ratings
Ease of Use
3.5
Value for money
2.8
Customer support
3.0
Functionality
3.8
Have you used Freshdesk Omni and would like to share your experience with others?
Albert H.
Verified reviewer
Information Technology and Services
2-10 employees
Used weekly for less than 2 years
Review sourceReviewed January 2024
Excellent customer service software that has a free plan!
5
Ratings Breakdown
Read More
Internet
2-10 employees
Used daily for less than 6 months
Review sourceReviewed October 2024
Bad Customer Service from a company that sells software to provide great CS
2
Presales team could not help with general questions. We had to stop a sales demonstration for them to go away and get basic questions answered. I have requested an Implementation plan, or checklist, there isn't any. No documentation or plan. The 4 x 1 hr meetings have no agenda or structure
Ratings Breakdown
Reasons for choosing Freshdesk Omni
The costs to implement Salesforce was excessive
Read More
Harry S.
Verified reviewer
Accounting
11-50 employees
Used daily for more than 2 years
Review sourceReviewed November 2025
Good software, but not value for money
3
Solid platform for managing support, but overpriced for what it offers and let down by weak AI and support.
Ratings Breakdown
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Stefanie H.
Verified reviewer
Computer Software
501-1000 employees
Used daily for less than 6 months
Review sourceReviewed November 2025
Tolle Unterstützung
3
Es ist Tool was seinen Nutzen sehr gut erfüllt. Leider fehlen einige Möglichkeiten um das Tool voll ausnutzen zu können.
Ratings Breakdown
Reasons for switching to Freshdesk Omni
Das vorherige Tool war nicht ausreichend
Read More
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