Compare Freshdesk and Freshdesk Omni 
At a Glance
Market Segments
Small-Business (48.7% of reviews)
Small-Business (50.5% of reviews)
Entry-Level Pricing
$0.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,499)4.4 out of 5
Market Segments
Small-Business (48.7% of reviews)
Entry-Level Pricing
$0.00 Per Month
Free Trial is available
Browse all 4 pricing plansFreshdesk Omni
Star Rating
(4,061)4.4 out of 5
Market Segments
Small-Business (50.5% of reviews)
Entry-Level Pricing
No pricing available
Learn more about Freshdesk OmniSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Freshdesk and Freshdesk Omni excel in ticket creation user experience, with a score of 8.9 for both products, making it easy for agents to manage customer inquiries efficiently.
- Reviewers mention that while both products have strong multi-channel coverage rated at 8.4, Freshdesk Omni offers enhanced features for live chat, scoring 8.9 compared to Freshdesk's 8.8, indicating a slight edge in real-time customer engagement.
- G2 users highlight that Freshdesk Omni shines in proactive engagement with a score of 8.5, while Freshdesk scores slightly lower at 8.4, suggesting that Omni may provide better tools for anticipating customer needs.
- Users on G2 report that Freshdesk Omni has a more robust self-service experience, particularly in the knowledge base area, scoring 8.8 compared to Freshdesk's 8.7, which can lead to improved customer satisfaction through better access to information.
- Reviewers mention that both products have similar ease of use ratings, with Freshdesk at 8.8 and Freshdesk Omni at 8.9, but users report that Freshdesk Omni's interface feels more intuitive, enhancing overall user experience.
- Users say that Freshdesk Omni's integration capabilities are slightly superior, scoring 8.6 compared to Freshdesk's 8.5, which allows for better connectivity with other tools and platforms, streamlining workflows for teams.
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Pricing
Entry-Level Pricing
Freshdesk
FREE
$0.00
Per Month
Free forever plan
- Upto 2 agents
- Knowledge base
- Team collaboration
Freshdesk Omni
No pricing availableFree Trial
Freshdesk
Free Trial is available
Freshdesk Omni
No trial information availableRatings
Meets Requirements
8.6
3,068
8.6
3,518
Ease of Use
8.9
3,088
8.9
3,539
Ease of Setup
8.6
2,148
8.6
2,415
Ease of Admin
8.7
2,108
8.8
2,374
Quality of Support
8.8
2,970
8.8
3,410
Has the product been a good partner in doing business?
8.8
2,035
8.8
2,296
Product Direction (% positive)
8.8
3,046
8.8
3,497
Features by Category
Ticket and Case Management
8.9
2123
|
Verified
Not enough data
8.8
2134
|
Verified
Not enough data
8.5
2046
|
Verified
Not enough data
8.5
1939
|
Verified
Not enough data
8.3
1706
|
Verified
Not enough data
8.5
1993
|
Verified
Not enough data
8.7
1913
|
Verified
Not enough data
8.2
1278
|
Verified
Not enough data
Generative AI
7.4
256
Not enough data
7.6
254
Not enough data
Communication Channels
8.6
1829
|
Verified
Not enough data
8.9
1976
|
Verified
Not enough data
8.4
1222
|
Verified
Not enough data
8.1
1105
|
Verified
Not enough data
8.0
853
|
Verified
Not enough data
Platform
8.1
1068
|
Verified
Not enough data
8.1
1571
|
Verified
Not enough data
8.6
1460
|
Verified
Not enough data
8.3
1056
|
Verified
Not enough data
8.0
1776
|
Verified
Not enough data
8.3
1874
|
Verified
Not enough data
Channels
8.4
309
Not enough data
7.9
291
Not enough data
7.5
282
Not enough data
Design
8.2
286
Not enough data
7.8
292
Not enough data
8.3
313
Not enough data
8.3
299
Not enough data
8.4
290
Not enough data
Generative AI
7.7
224
Not enough data
7.7
224
Not enough data
Usability
8.8
232
Not enough data
8.7
229
Not enough data
8.8
224
Not enough data
Reporting
8.6
219
Not enough data
8.5
216
Not enough data
8.6
227
Not enough data
Generative AI
7.6
156
Not enough data
7.6
156
Not enough data
Conversational Platform
8.4
385
Not enough data
8.4
332
Not enough data
8.3
325
Not enough data
8.4
261
Not enough data
Support Automation
8.5
343
Not enough data
8.4
362
Not enough data
8.3
326
Not enough data
8.2
268
Not enough data
Generative AI
7.7
166
Not enough data
7.7
163
Not enough data
Generative AI
7.8
89
Not enough data
7.9
88
Not enough data
7.5
87
Not enough data
Communication
8.8
548
|
Verified
Not enough data
8.7
566
|
Verified
Not enough data
8.7
461
|
Verified
Not enough data
8.5
165
Not enough data
8.1
169
Not enough data
Internal Use
8.1
1571
|
Verified
Not enough data
8.7
172
Not enough data
8.2
153
Not enough data
8.8
528
|
Verified
Not enough data
8.8
486
|
Verified
Not enough data
8.6
515
|
Verified
Not enough data
Generative AI
8.0
124
Not enough data
Self-Service Experience
8.7
936
Not enough data
8.6
890
Not enough data
8.3
666
Not enough data
8.2
221
Not enough data
8.4
235
Not enough data
Self-Service Platform
8.5
232
Not enough data
8.6
237
Not enough data
8.0
198
Not enough data
8.5
215
Not enough data
Generative AI
8.3(won by default)
67
Not enough data
8.1(won by default)
67
Not enough data
Process
8.6(won by default)
145
Not enough data
9.3(won by default)
465
Not enough data
8.6(won by default)
357
Not enough data
Channels
9.2(won by default)
459
Not enough data
8.8(won by default)
400
Not enough data
8.8(won by default)
360
Not enough data
8.6(won by default)
323
Not enough data
Feature Not Available
Not enough data
Insight
8.7(won by default)
364
Not enough data
8.7(won by default)
152
Not enough data
8.6(won by default)
356
Not enough data
9.1(won by default)
429
Not enough data
Generative AI
8.0
69
Feature Not Available
7.9
69
Feature Not Available
Categories
Categories
Shared Categories
Freshdesk and Freshdesk Omni are categorized as Digital Customer Service Platforms
Unique Categories
Freshdesk is categorized as Shared Inbox, Conversational Support, Complaint Management, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Customer Communications Management
Freshdesk Omni has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Freshdesk Omni
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.3%
Computer Software
12.8%
Internet
4.3%
Financial Services
4.0%
Education Management
3.7%
Other
58.0%
Information Technology and Services
16.5%
Computer Software
12.4%
Financial Services
4.2%
Internet
4.1%
Education Management
3.7%
Other
59.0%
Most Helpful Reviews
Freshdesk
Most Helpful Favorable Review
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Most Helpful Critical Review
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Freshdesk Omni
Most Helpful Favorable Review
Cristian B.
Verified User in Insurance
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
Most Helpful Critical Review
Wycklife O.
Verified User in Wholesale
That all the channels have different interface
Clyde C.
Verified User in Music
Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...
Cristian B.
Verified User in Insurance
It solves most of our channel integration issues. We integrate at the moment: email, telephone, chat from website and whatsapp. We even managed to integrate a local telephone provider for lower phone rates.
Verified User in Computer Software
Untrustworthy! We had been Freshdesk users for two years until they took down our account with no warning or explanation. They didn't even have the decency to contact us afterwards to tell us they took down our account. When we finally got an answer...
Wycklife O.
Verified User in Wholesale
That all the channels have different interface
Alternatives
Discussions
What is Freshdesk used for?
4 comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Freshdesk Omni has no discussions with answers
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