Freshdesk Omni review

Freshdesk Omni is Freshworks' help desk for teams that answer customers across several channels. Growth costs $29 per agent per month billed annually and includes Freddy AI Agent with the first 500 sessions, omnichannel support, a customer portal and knowledge base, reporting dashboards, threads and tasks, and roles and permissions. Freshworks lists ticketing with agent collision detection, SLA management and intelligent assignment, plus a command center that brings channels, conversations and customer insights into one workspace. Pro at $79 adds a multilingual help desk, advanced analytics, intelligent routing and external collaborators, and Enterprise at $119 adds skill-based routing, custom objects, sandbox and audit logs. Voice is sold as an add-on at $15, $39 or $69 per agent depending on plan, and extra AI sessions cost $49 per 100. Teams that need deal data in the same tool will have to add Freshsales, which Freshworks sells separately. A 14-day free trial is available.

Who it is for

Teams that want an omnichannel help desk running within days

Price

Growth from $29 per agent per month billed annually; voice add-on from $15 per agent.

$29 /agent/month, billed annually Launch AI-powered customer service across channels Growth
Quoted from the vendor pricing page on November 11, 2026.

Key features

• Freddy AI Agent with the first 500 sessions included
• Omnichannel support, customer portal and knowledge base on Growth
• Ticketing with agent collision detection and SLA management
• Voice add-on from $15 per agent per month on Growth
• Custom objects and skill-based routing on Enterprise

Strengths and weaknesses

• Strength: First 500 AI Agent sessions are included on every plan
• Strength: Customer portal and knowledge base come with the entry plan
• Strength: 5,000 external collaborators included on Pro and Enterprise
• Weakness: Sales pipeline sits in Freshsales, a separate Freshworks product
• Weakness: Voice is an add-on, $15 to $69 per agent depending on plan
• Weakness: Custom objects and skill-based routing need Enterprise at $119

Key facts

• Growth: $29 per agent per month billed annually
• Pro: $79 per agent per month billed annually
• Extra AI sessions: $49 per 100 sessions
• Free trial: 14 days

Where it ranks

Freshdesk Omni is No. 4 in our Best CRM for Customer Service verdict.