--- description: Learn how Freshdesk Omni can help your business. We provide UK business users the most detailed information on pricing, features, usability, and reviews for Freshdesk Omni. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: Freshdesk Omni Reviews, Prices & Ratings | GetApp UK 2026 --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/231/customer-service/software) > [Freshdesk Omni](/software/2069229/Freshdesk-Omni) # Freshdesk Omni Canonical: https://www.getapp.co.uk/software/2069229/Freshdesk-Omni Page: 1 / 2\ Next: [Next page](https://www.getapp.co.uk/software/2069229/Freshdesk-Omni?page=2) > Freshdesk Omni facilitates powerful collaboration between front-line and back-office teams on complex issues by breaking down silos, enabling seamless knowledge distribution, and sharing complete context for faster problem-solving. > > Verdict: Rated **3.7/5** by 6 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.7/5** | 6 Reviews | | Ease of Use | 3.7/5 | Based on overall reviews | | Customer Support | 3.5/5 | Based on overall reviews | | Value for Money | 3.3/5 | Based on overall reviews | | Features | 3.8/5 | 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 - Contact Management - Content Creation - Content Management - Customer Communication ## Integrations (71 total) - Adobe Commerce - Aircall - Ameyo - BigCommerce - CS-Cart Store Builder - Campaign Monitor by Marigold - Capsule - ChargeDesk - Constant Contact - CustomerGauge - Dropbox - 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 Service Software](https://www.getapp.co.uk/directory/231/customer-service/software) ## Related Categories - [Customer Service Software](https://www.getapp.co.uk/directory/231/customer-service/software) - [Customer Experience Software](https://www.getapp.co.uk/directory/601/customer-experience/software) - [Customer Support Software](https://www.getapp.co.uk/directory/562/customer-support/software) - [Customer Engagement Software](https://www.getapp.co.uk/directory/650/customer-engagement/software) - [Conversational Marketing Software](https://www.getapp.co.uk/directory/1659/conversational-marketing-platform/software) ## Alternatives 1. [Zendesk Suite](https://www.getapp.co.uk/software/9448/zendesk) — 4.4/5 (4094 reviews) 2. [LiveAgent](https://www.getapp.co.uk/software/91301/liveagent) — 4.7/5 (1789 reviews) 3. [Tidio](https://www.getapp.co.uk/software/105081/tidio-chat) — 4.7/5 (590 reviews) 4. [Zoho Desk](https://www.getapp.co.uk/software/10036/zoho-desk) — 4.5/5 (2216 reviews) 5. [Freshdesk](https://www.getapp.co.uk/software/10317/freshdesk) — 4.5/5 (3486 reviews) ## Reviews ### "Good for keeping customer requests in one place" — 4.0/5 > **Davis** | *5 September 2026* | Mechanical or Industrial Engineering | Recommendation rating: 7.0/10 > > **Pros**: I liked the visibility.. You can quickly see what is still open, who is handling it and what needs follow up. It made it much easier for us to keep track of customer issues and make sure someone was actually working on them. > > **Cons**: he AI bot caused quite a few problems for us. It sometimes gave wrong answers to customers, made appointments and we were not properly notified, and created more work for the team instead of reducing it. We spent a lot of time fixing those issues, so eventually we turned most of the AI/automation features off. > > We used Freshdesk Omni for around a year. Before that we were handling most customer requests manually, so this made things much easier to track. We used email, phone and chat, and it was helpful to have everything in one place. ----- ### "A great tool to organise your team" — 5.0/5 > **Emma** | *8 March 2026* | Nonprofit Organization 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\! ----- ### "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. ----- ### "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. ----- ### "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 ----- Page: 1 / 2\ Next: [Next page](https://www.getapp.co.uk/software/2069229/Freshdesk-Omni?page=2) ## Links - [View on GetApp](https://www.getapp.co.uk/software/2069229/Freshdesk-Omni) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-CL | | | es-CO | | | es-MX | | | fr | | | fr-BE | | | fr-CA | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Structured Data