Freshdesk Omni

Fresh

by Freshdesk (by Freshworks)

Unified omnichannel helpdesk with multi-channel inbox, AI agent automation, and real-time routing (Omniroute)Support teams juggling multiple channels (chat, social, voice, email) who need a single workspace so agents aren't context-switching between tools and conversations don't fall through cracksFree tier

Omnichannel support platform unifying email, chat, WhatsApp, Instagram, Facebook, SMS, and voice in a single agent workspace, bundling Freshdesk ticketing with Freshchat and Freshcaller.

Features

Ticket Management & Shared Inboxall plansAutomation Rules (Dispatch, Observer, Supervisor)all plansSLA Management & Escalationsall plansKnowledge Base / Self-Service Portalall plansCanned Responsesall plansCustom Ticket Fields & Formspaid onlyCustom Reporting & Dashboardspaid onlyStandard Out-of-Box Reportsall plansOmniroute (Skill-Based & Load-Balanced Routing)paid onlyCustom Objectspaid onlyMultilingual Knowledge Basepaid onlyFreddy AI Copilot (Reply Drafting, Summarization, Tone)paid onlyFreddy AI Agent (Autonomous Bot, Session-Based)paid onlyFreddy AI Insights (Anomaly Detection, Conversational BI)paid onlyLive Translation (60+ Languages)paid onlySentiment Analysispaid onlySandbox Environmententerprise onlyIP Whitelistingenterprise onlyAudit Logsenterprise onlySSO / JWT Authenticationenterprise onlyCustom Agent Roles & Permissionsenterprise onlyAgent Shifts Managemententerprise onlyMarketplace Integrations (650+ apps)all plansJira Integrationall plansREST API & Webhooksall plansCSAT Surveysall plansCollaborative Ticket Notes & Team Inboxall plansVoice AI Agents (via Freshcaller Marketplace — Synthflow, SquawkVoice)paid only

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