# Freshdesk Omni Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about Freshdesk Omni Software - reviews, pricing plans, popular comparisons to other Customer Service products and more. Source: https://www.capterra.com/p/10012197/Freshworks-Customer-Service-Suite --- # Freshdesk Omni Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Freshdesk Omni ## What is Freshdesk Omni? Step into the future of customer service with Freshdesk Omni, an AI-first, all-in-one solution. The Customer Service Suite provides a seamless experience across channels, from automated self-service to agent-led conversational support, plus advanced ticketing management for issues that require collaboration across teams, and provides actionable insights for leaders. Freshdesk Omni builds on our proven track record of offering world-class, omnichannel support ## What is Freshdesk Omni used for? [Customer Support](https://www.capterra.com/customer-support-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Knowledge Management](https://www.capterra.com/knowledge-management-software/) Top alternative Featured Overall rating Based on 5 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $29 Per User, Per Month Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Freshdesk Omni?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.freshworks.com&name=Freshdesk Omni) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Freshdesk Omni 3.6 (5) VS. [4.5 (1,132)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting Price $29 Per User, Per Month Starting Price $39 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.8 (5) Ease Of Use 4.4 (1,093) Value For Money 3.0 (5) Value For Money 4.0 (849) Customer Service 3.4 (5) Customer Service 4.3 (879) ## Freshdesk Omni alternatives [4.4 (4,077)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (3,412)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars Highest Rated [4.7 (703)](https://www.capterra.com/p/152997/BirdEye/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/10012197/Freshdesk-Omni/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Knowledge Base Management 3.7 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Alerts/Escalation 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Customer Database 3.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important A collection of customer information such as contact details, demographics, previous interactions, etc. Multi-Channel Communication 3.0 (2) 0.00% of 2 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Reporting/Analytics 3.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Activity Tracking 4.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Track and document all activities across devices, networks, and other systems Freshdesk Omni 74 features Define levels of authorization for access to specific files or systems Dashboard to view the status of ongoing processes, identify current incidents and track past activities Track and document all activities across devices, networks, and other systems A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases Manage various aspects of appointments including booking, rescheduling, canceling Create and automatically send premade copy in response to customer messages Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Create and manage digital catalog of products/services with their details, specifications, and price Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Provides a channel for team members to share media files, communicate, and work together Manage and track all internal and external communication conducted via calls, email, text, or chat The ability to create unique content Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Ability to communicate to customers through at least one channel such as email, live chat, phone, or social media. A collection of customer information such as contact details, demographics, previous interactions, etc. Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Access previous interactions or concerns to maintain customer relationships Process of dividing customers into groups based on common characteristics Add customized logos and colors to align with company branding Customize data fields to support various needs and use cases Customize contracts and forms to collect specific information Alter the layout and content of reports Pre-designed layouts that can be customized to match preferences and requirements Assembly of graphs and charts for visualizing and tracking statistics/metrics Import and export data to and from software applications Tools that provide relevant information at specific times to support judgments and courses of action Assemble applications and processes by dragging over and arranging pre-built components Manage, store and organize emails within the system or via third-party apps Pre-made examples and templates for emails Tracks metrics that provide insight into how a user interacts with any interface or product Predefined actions automatically performed on the occurance of specific events Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Search for specific words or phrases within a document or database Games or game-like elements to track progress and reward accomplishments Organize, prioritize, and manage incoming communications Track interaction history by documenting conversations for contacts Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Ability to chat online in real time Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Collect information from multiple sources Manage and support multiple languages Send personal messages to clients or attendees A set of indicators that tracks the performance of networks, applications, systems, teams, etc. Predict future data based on historical data sets Monitor wait time and abandonment for incoming requests that have not been routed Send and receive messages in real-time via an online communication channel Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Set & manage permission levels based on user roles and restrict access to only authorized individuals Search and filter data across systems to locate required information by entering keywords or certain criteria Online portal through which end users can access the system, manage tasks, or obtain information Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Set and monitor service level agreements to ensure timely response and resolution Allow users to access multiple services after entering their login credentials once Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Security protocol that ensures secure, encrypted communication over the internet, safeguarding sensitive data from unauthorized access Allow customers/users to submit support queries and service requests Gauge satisfaction and receive information for improvement and success Attach digital tags to documents and assets for identification, search, or monitoring purposes Create, save, and re-purpose templates for emails, forms, etc. Edit text as needed Set up connections to third-party platforms to improve business processes An extended application or connector that enables users to perform additional services with their current set of tools Create, design and manage workflows for repetitive tasks Get Advice We can help you find the software with the features you need. Features 4.0 (5) 4.0 Based on 5 reviews ## Pricing Value for money 3.0 (5) Free Trial Growth $29.00 Per User,Per Month It includes: - Growth Pro $69.00 Per User,Per Month It includes: - Growth Enterprise $109.00 Per User,Per Month It includes: - Growth Value for money 3.0 (5) 3.0 Based on 5 reviews ## Integrations [ Google Drive](https://www.capterra.com/p/161425/Drive/)[ Slack](https://www.capterra.com/p/135003/Slack/)[ Dropbox Business](https://www.capterra.com/p/143068/Dropbox-Business/)[ Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/)[ Mailchimp](https://www.capterra.com/p/110228/MailChimp/)[ Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/)[ Jira](https://www.capterra.com/p/19319/JIRA/)[ WordPress](https://www.capterra.com/p/131687/WordPress/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.4 (5) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.4 (5) 3.4 Based on 5 reviews ## User reviews Overall rating 3.6 Based on 5 reviews Filter by rating 5(2) 4(0) 3(2) 2(1) 1(0) Mentioned topic Sorted by most recent EB Emma B. Financial Controller Non-Profit Organization Management ### "A great tool to organise your team" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 March 8, 2026 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! 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. HS Harry S. Head of CSM Accounting ### "Good software, but not value for money " 3.0 Overall Rating 3.0 3.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 2.0 2.0 Likelihood to Recommend 5/10 November 12, 2025 Solid platform for managing support, but overpriced for what it offers and let down by weak AI and support. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. SH Stefanie H. Supporter Computer Software ### "Tolle Unterstützung" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 2.0 2.0 Customer Service 4.0 4.0 Likelihood to Recommend 2/10 November 11, 2025 Es ist Tool was seinen Nutzen sehr gut erfüllt. Leider fehlen einige Möglichkeiten um das Tool voll ausnutzen zu können. 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. Switched from [Jira](https://www.capterra.com/p/19319/JIRA/) Das vorherige Tool war nicht ausreichend Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Customer Success Internet ### "Bad Customer Service from a company that sells software to provide great CS" 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 October 14, 2024 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 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 Alternatives considered [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Reasons for choosing Freshdesk Omni The costs to implement Salesforce was excessive Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AH Albert H. Developer Information Technology and Services ### "Excellent customer service software that has a free plan!" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 3.0 3.0 Likelihood to Recommend 9/10 January 7, 2024 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)