--- description: Review of Freshdesk Omni Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Freshdesk Omni | Reviews, Pricing & Demos - SoftwareAdvice IE --- Breadcrumb: [Home](/) > [Customer Experience Software](/directory/4574/customer-experience/software) > [Freshdesk Omni](/software/425905/Freshdesk-Omni) # Freshdesk Omni Canonical: https://www.softwareadvice.ie/software/425905/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. > > Verdict: Rated **3.6/5** by 5 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.6/5** | 5 Reviews | | Ease of Use | 3.8/5 | Based on overall reviews | | Customer Support | 3.4/5 | Based on overall reviews | | Value for Money | 3.0/5 | Based on overall reviews | | Features | 4.0/5 | Based on overall reviews | | Recommendation percentage | 60% | (6/10 Likelihood to recommend) | ## About the vendor - **Company**: Freshworks - **Location**: San Mateo, US - **Founded**: 2011 ## Commercial Context - **Starting Price**: US$29.00 - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English - **Available Countries**: Albania, Algeria, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bangladesh, Barbados, Belarus, Belgium, Benin, Bosnia & Herzegovina, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada and 93 more ## Features - AI Copilot - API - Access Controls/Permissions - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Appointment Management - Autoresponders - CRM - Call Centre Management - Catalog Management - Chat/Messaging - Chatbot - Collaboration Tools - Communication Management - Content Creation - Content Management - Customer Communication - Customer Database ## Integrations (71 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Constant Contact - CustomerGauge - Dropbox Business - Easy Insight - Five9 - FluentStream - FreshBooks ... and 56 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Customer Experience Software](https://www.softwareadvice.ie/directory/4574/customer-experience/software) ## Related Categories - [Customer Experience Software](https://www.softwareadvice.ie/directory/4574/customer-experience/software) - [Conversational AI Platforms](https://www.softwareadvice.ie/directory/4010/conversational-ai-comparison/software) - [Customer Service Software](https://www.softwareadvice.ie/directory/255/customer-service/software) - [Conversational Marketing Platforms](https://www.softwareadvice.ie/directory/4671/conversational-marketing/software) - [Knowledge Base Software](https://www.softwareadvice.ie/directory/3898/knowledge-base/software) ## Alternatives 1. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1753 reviews) 2. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 3. [Tidio](https://www.softwareadvice.ie/software/157633/tidio-chat) — 4.7/5 (590 reviews) 4. [Intercom](https://www.softwareadvice.ie/software/378292/intercom) — 4.5/5 (1131 reviews) 5. [Zoho Desk](https://www.softwareadvice.ie/software/393877/zoho-desk) — 4.5/5 (2211 reviews) ## Reviews ### "A great tool to organise your team" — 5.0/5 > **Emma** | *8 March 2026* | Nonprofit Organisation Management | Recommendation rating: 9.0/10 > > **Pros**: Freshdesk is an excellent product for ticket (emails etc.) management. You can organise tickets to various users in order of priority, streamlining your teams' day, whilst maximising efficiency and productivity. It makes sures emails and tasks get done on time. It is easy to use and requires little set up, with the chat function giving quick useful tips. It has very good customer service and I have very few issues whilst using. > > **Cons**: I find the mobile app tricky to use. On a desktop or laptop the software is very good, but on my mobile the interface is not as good but I do not use the mobile app often and tend to work from a laptop so this is a minor issue for me. The basic package is simple but I find it works fine without the need for add-ons. > > My overall experience with Freshdesk Omni is a positive one. It helps me stay organised and reduces stress. It is a fresh start to the day, having organised tickets rather than a disorganised inbox\! ----- ### "Excellent customer service software that has a free plan\!" — 5.0/5 > **Albert** | *7 January 2024* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: It is packed full of features and it has a free plan that is sufficient for many users. It does knowledge base, tickets, chat, and AI bots very well. Documentation and configuration are excellent. > > **Cons**: As with many companies, you are forced to upgrade to the next plan to unlock additional features beyond the basics. Also had to use a workaround to get Google Single Sign on to work. 3 of their support staff couldn't resolve the issue. ----- ### "Good software, but not value for money" — 3.0/5 > **Harry** | *12 November 2025* | Accounting | Recommendation rating: 5.0/10 > > **Pros**: Easy to use and integrates well across multiple channels, keeping everything organised in one place. > > **Cons**: AI tools were slow to improve and offered limited insights. Support is poor and the costs add up quickly. > > Solid platform for managing support, but overpriced for what it offers and let down by weak AI and support. ----- ### "Bad Customer Service from a company that sells software to provide great CS" — 2.0/5 > **Verified Reviewer** | *14 October 2024* | Internet | Recommendation rating: 3.0/10 > > **Pros**: The look and feel of the product is fresh \& clean > > **Cons**: Customer service Suite are 2 products that have been bundled together. They have different names for the "Customer" card. You have to wait up to 30 mins to have Company/Contacts updated between products > > 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 ----- ### "Tolle Unterstützung" — 3.0/5 > **Stefanie** | *11 November 2025* | Computer Software | Recommendation rating: 2.0/10 > > **Pros**: Schöne Farben und Ansichten. Wenn nicht zu viel gebraucht wird, ist es auch übersichtlich. Bietet viele Möglichkeiten. > > **Cons**: Wenn man sehr viele braucht, wird es schnell unübersichtlich und man muss sehr viel scrollen und suchen. > > Es ist Tool was seinen Nutzen sehr gut erfüllt. Leider fehlen einige Möglichkeiten um das Tool voll ausnutzen zu können. ## Links - [View on SoftwareAdvice](https://www.softwareadvice.ie/software/425905/Freshdesk-Omni) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data